Homewood Suites by Hilton Baltimore - BWI Airport

I’m deeply disappointed with our stay on May 17th, 2025. After a 12-hour journey, we checked in around 8:54 PM only to find a room with no working Wi-Fi, a bathroom door that wouldn’t shut, and broken air conditioning. The front desk staff—Shanee Evans and Magaly—were unhelpful, dismissive, and unprofessional.

Hotel traveler beware! Hotel did not look like the pictures on line. Paint pealing off the walls, most lights were not in working order, carpet ripped , dirty ring around inside of toilet bowl etc. But the worst part of this Homewood Suites BWI was Wes Coates the night front desk clerk. If this is any kind of a first impression person that Hilton has representing their company then they certainly chose the worst person possible for the last 5 years that Wes said he has been working for Hilton. He is extremely rude and belligerent and a downright despicable human being. When I arrived to check in, he didn’t ask for my name or say Hello how may I help you. However Wes Coates told me I was unprepared because I didn’t have a Hilton confirmation number. He proceeded to tell me in front of my employees that I didn’t not have any rooms booked at HIS hotel and instead us sorry guys have a great night. I told him that I booked the 3 rooms through ******* and produced the paperwork saying so. He again sternly stated that I needed a Hilton confirmation number. He proceeded to lecture me harshly even though I am almost 60 years old, that third party vendors don’t give Hilton confirmation numbers and that I needed to call ******* and get a refund from them, and book the rooms the correct way whatever way that is. He then asked for my credit card and when I wanted an explanation why, said it was for incidentals and gave me another tongue lashing.

Great Customer Service I gave the rating I did as we never made the hotel stay as our flight into BWI was delayed then canceled. I had taken advantage of the park, fly, and stay feature. So, the return flight cancellation did not give me the opportunity to stay in room but from initial visit when parking my vehicle, Hotel receptionist was great, lobby was well lit and clean, and when I called to inform the Front desk of our delay, and possible non arrival she was very polite and understanding.

Instead of staying at Homewoods, where we were booked, the hostess at Townhome gave us a room there instead. So we got charged twice for hotel rooms. Not happy!

Very nice hotel Nice location staff very friendly and helpful. I will definitely stay here again in the future.

Honestly, it was a roof over our heads. The hotel itself was shoddy, staff was largely unresponsive (ie, requested towels as we were shorted for the number of people indicated in the room), parking fee wasn't disclosed prior to the stay, the indoor pool was closed, and the elevator sounded like death was coming. I would definitely not stay again, and likely would fine a different chain in the future.