Rated 3 out of 5 by Frequent27 Indifferent to being an SPG Elite member
And, given a room on a middle floor, next to the elevator. No "thanks", no request for preferred amenity. Front desk acted as if they were doing me a favor. Won't stay here again.
December 21, 2012
Rated 5 out of 5 by Airdog72 The Hotel was Clean and The staff was friendly
I travel a great deal for business and the hotel meet my needs . It's location is very convenient to food and shopping. The staff was very helpful and friendly.
December 4, 2012
Rated 5 out of 5 by sample357 Clean and Very Quiet
The hotel was very clean and quiet. Staff was friendly and polite. Thanks for a pleasant stay.
February 4, 2013
Rated 2 out of 5 by Ronnie25 Good hotel..could still use some work
The entrance to the hotel is great as well as the amenities, but the room and facilities could use work.
When I got there, some of the floor was wet and there was a bug on the window sill. (probably not from cleanilness, but from outside the window).
Also, when I come back from a long day, I like to relax in a nice, clean, refreshed room. I was amazed that when I got back around 3:30 the room was still not clean and the housekeeping was still cleaning. Very disappointed. Refreshed the towels myself.
Also, i know it is a security reason, but when I got food delivered, i had to go downstairs to get the food instead of them bringing it up.
June 7, 2013
Rated 3 out of 5 by 1NightAway Swanky decor but not so friendly staff
Very nice sleek decor with a laid back vibe. However there were a few concerns. First I found an unused condomn under a towel on one of the shelves in the bathroom area and one of the front desk staff was very rude. Every interaction with the staff person was met with a very bad attitude. He accused me of drinking a beer in the club area that was not purchased from the bar. When in fact the beer was one of their special drinks for the night. And then he delayed my shuttle pick up because he assumed I wanted to wait until I finished my drink. The two other staff members were much more present but the grumpy staff person really tried to ruin my one stay and lowered the hotels rating.
October 28, 2013
Rated 2 out of 5 by VJNewyork Stay Away Unless You Like Dirty Rooms + Rude Staff
As a SPG Gold Member I travel the world and rarely come across a hotel which cares so little for the customer sentiment. We checked in room 710 in the evening with little kids and as soon as I attempted to change the temperature, the thermostat and cooling unit would not respond. I called downstairs and they sent someone to fix it. The guy said that keeping it at 76 was the best he could do and left. The funny part is that with the thermostat turned off, the unit kept on blasting cold air without stopping. I called the front desk again and they said they would send somebody up - never did. My kids froze all night. The following morning I called down to request a different room and was very rudely talked to by the staff that they did not have any rooms and that they would see once noon comes around. Nothing happened at noon so I went down to talk to the guy standing there behind the desk chatting on the phone with someone and his friends hanging out at the desk all creating a scene. I asked for the room change was told that they are sold out completely and cannot accommodate my request. I asked to speak to the manager and was told he is not available and that my message would be relayed. Guess what the manager never called to inquire that whole 2 day. I go upstairs and the cleaning lady comes in the afternoon and I ask her to please vacuum the bathroom area since it had unmentionable hair near the toilet and shower area and her answer is that I cannot vacuum. Why and she walks away. I ask her for extra towels for my girls since she only kept 2 towels. She comes and throws the towels on the bathroom vanity and leaves. The rooms were not clean, the air conditioning was malfunctioned. No attempt was made by the management to fix the issues and no care of SPG Member status.
July 14, 2013
Rated 1 out of 5 by All4powells No Customer Service
Redeemed points for a two night stay here for my daughter's birthday. I called two weeks prior to see if the staff could leave a nice note for my daughter wishing her a happy birthday either at checkin or in the hotel room. Needless to say it didn't happen.
Was going to let it go until I saw the minimal breakfast there was. It took 20 minutes for my family to get breakfast. Cream cheese was missing, silverware was missing, the toaster was broken (these are all things other guests were mentioning during the time my wife was trying to get food for the kids). I asked about the breakfast to one of the individuals at the front desk and he had to look up from his phone to help me and acted like I was a bother.
One older lady helped me with my daughter and I must say went above and beyond in covering for her colleagues mistake. My daughter got balloons, a princess tiara, and a stuffed bunny. Way more than I expected. I was impressed with this one person. Who should be managing the place.
The pool was opened twenty five minutes late, with kids hanging out next to the pool and in the gym. A note was not posted that the guard would be late.
Later in the evening, around 6:30 PM, I approached the bartender and asked if they had a menu.... she stated the hotel had a catering event and no bar food was available???? Money missed by the hotel and every bar stool was taken. Inadequate staff, unbelievable, I got a beer and went up to my room.
I do not recommend this place if you're used to staying at hotels. For someone new to traveling it might be satisfactory.
March 16, 2013
Rated 3 out of 5 by Wins412 Took three times to get room right
The first room we were given was already occupied, second room had a leaky AC and the carpet was soaked. Finally got a decent room after three try's. and I was told I would get extra points on my SPG which means nothing to us because we never use it. Should have done more for us since this was our fisrt time staying at Aloft. The only good thing we have to say is the room (the third one) was clean and the bed is very comfortable. If more was done for us, like refunding some of our stay or giving us enough points for a free night, we would consider staying here again. But since that wasn't done, wouldn't stay or recommend this hotel.
June 30, 2013
Rated 5 out of 5 by Crystal824 This hotel is perfect for both adults, kids and pets!
I've stayed at this hotel twice and both times I had a great experience. The atmosphere is great, there is a great indoor pool and a pool table in the lounge area near the bar for adult entertainment. This casino is across the street from the Maryland Live Casino but I would not recommend walking. There is a very busy highway that separate the hotel from the casino. This hotel offer complimentary shuttle rides within a 5 mile radius of the hotel with for us only a 10 to 15 minutes wait time. They also have a great Birthday package to have set up and ready for the special birthday person upon request and 24 hour advance notice.
August 26, 2013
Rated 2 out of 5 by Janice125 Lot's of Bad, Very Little Good
We stayed at this location because it was very close to the Casino and there is a free shuttle.
We had to call the front desk several times for a number of things:
1) There were two adults in the room, but only 2 wash cloths and 2 full sized bath towels (the standard is 4 towels;
2) The hotel safe was not unlocked from the last guest;
3) We were given two pieces of paper with the internet password, one was expired as they change the code weekly. However, if you used the wrong code on an iPad to connect and didn't close the browser and reopen to try the other code, you couldn't connect;
4) There was no info in the room about the hotel so, when we looked for the ice machine to fill the ice bucket, we found out, there were no machines on the guest floors. You have to pick up the ice in the lobby from a guest freezer (not convient at all and we should have been told this at the front desk);
5) We were able to connect our electronics to the intergrated system to display and play using the TV speakers; but later couldn't get regular TV stations to display (and again there were no instructions).
6) If we have had to use the iron and ironing board; I never would have found the iron. The board was placed in the closet space, which fell while I was hanging clothes. Apparently, there is a space on the side of the bed headboard for both items, which I didn't see until we were preparing to leave.
7) The shuttle to and from the casino was good and the female driver on duty was very nice; however, depending on who answered the front desk would really impact how long you had to wait for the shuttle as we had to call more than once. Apparently, there was a male on the front desk periodically; that was challenged at doing his job.
8) The employee who was acting as engineer, and general go getter; was very nice young man, and addressed the internet problem, additional towels, and unlocked the room safe -- all with a great and friendly attitude.
We didn't eat at the hotel, but had discussed options with a young lady at the front desk. But, the next morning when we considered eating there, again... there was no info in the room stating how long bkfst would be served so we checked out and ate elsewhere.
July 30, 2013
Rated 3 out of 5 by highone opinion
The hotel appearance great, did not provide enough towels for 2 people, had to inform front desk reservation was made for 2, only had towels for one, also coffee pot did not provide container for coffee to brew in, shower could have been cleaner
December 16, 2013
Rated 3 out of 5 by ByebyeMD Bugs and uncaring staff.
After only my third day as I was trying to fall asleep on the hard and lumpy bed I felt something fall on to me. Lo and behold there were several, what I found out later, stink bugs all atop my pillows, headboard and desk. I immediately contacted the front desk to ask for a room change. When I told the desk what had happened I didn't get an apology or an ounce of care or concern. The woman only said, I only have a room on the 1st floor. What do I care what floor it's on as long as it didn't have bugs in it. Almost immediately a maintenance man (who was by far the best staff member that hotel has) came to my room, I didn't have a moment to even put clothes on, and I was rushed into packing all my stuff which I was not prepared to do. I was in the area for 2 weeks so I had a lot of things including food in the tiny, inadequate fridge. I was so rushed and that was unacceptable. Not to mention that the rooms was poorly cleaned. I was then barely helped with all of my stuff to the new room. I couldn't sleep at all as it was by then after 11 and I had to be up at 6am, but all I kept doing was waking up and checking if there were bugs around. I looked up the stink bug online and found that they hibernate when it's cold, so I'm assuming that they had been there for quite sometime and the use of the heater awoke them so I avoided putting the heat on the new room for fear there were more and was very cold out in the 20s! This room was also poorly cleaned and the lotion that they give you had clearly been used and was almost empty, I don't want to use lotion that someone else has used! The main light in the room also didn't work and the fridge made an awful noise day and night. The staff at the front desk was hit or miss, some were pleasant enough but mostly just obviously uncaring. I heard innappropriate conversations for the work place, watched the staff text and talk on the phone with peope who most likely their friends while guests waited to be served. I watched them eat their take-out Chinese food in front of guests. The kitchen area was really dirty and I would never eat the food they serve because if how dirty the area was. Overall, I would not reccomend this hotel and will never stay here again. I thought this would be a nice hotel because if its association with Starwood, but this is so far from the Starwood model and class of hotel.
February 10, 2013
Rated 5 out of 5 by Templin48 BWI Aloft
consistently outstanding rooms and lobby
December 17, 2013
Rated 4 out of 5 by Julsinboston Great Deal for the Money
Hotel was extremely clean, staff very sweet & friendly, felt like friends. BIG bonus you can take your dogs, however, they cannot be alone in the room w/o you, so not sure how this works for those who don't live in the area and have someplace to take their pets during the day, but for us it was great. Location great, right off of all major highways to Baltimore or DC. Great little place to call home for a few days, nothing too fancy or over the top, just clean, comfortable, accommodating staff. Shuttle service to airport or shopping. Will definitely make this our place to stay each and every holiday season.
December 26, 2011
Rated 1 out of 5 by LoyalSPGmember One of the worst experiences at any SPG
I am an loyal SPG Platinum customer and stay 75-100 nights in hotels in a year. This is definitely one of the worst experiences of service I have had at any SPG.
My stay this past week:
1. The room heater was not working during a cold night. Had to call for engineer 3 times before he showed up, but could not fix (which I can understand). So, called the front desk for room replacement 2 times - they said they would look into it but never ever called back. I was very tired and slept in the cold tucked under comforter
2. There was no iron in my room
3. The power supply for the hair drier was not working - so, had to go to the desk to dry my hair
4. The water in the shower was not hot - just warm at best.
For sure, never going back here again, although I say 2-3 nights every week in this area.
November 14, 2013
Rated 2 out of 5 by floridian Not for travelers expecting a traditional room or services
We were very disappointed with our stay at the Aloft Arundel Mills. The staff has not been trained, and simple things like using the room key to open the door to the fitness center were an issue. The hotel is very modern and this room style may appeal to some guests, but we found it very inconvenient to not have a regular closet or dressers with drawers to unpack. There are open shelves and a rack to hang clothes, with a curtain, and all is exposed to the door when it opens and is by the sink. The room is designed so that the door opens directly to the person who may be using the sink and the light for the toilet shower area lights up the whole room, poor if someone is sleeping. The bed was moderately comfortable.
The staff needs training and the food area is not very up to date on food offerings. I wanted to just have cereal for breakfast, but they did not have any milk other than chocolate milk, and learned that they only receive a delivery once a week. They also did not offer any whole grain bread products as an alternative.
When I wanted to use the fitness room in the morning, it took 15 minutes to find someone with a key, after being told in an unprofessional manner by the desk attendant that I was using the wrong type of room key (not the problem, and I had been given the key by the hotel). The lobby is very noisy in the evening as it supports a bar, which also services the adjoining hotel.
Aloft had been recommended to us, but we would not recommend this hotel.
July 9, 2012
Rated 3 out of 5 by Almonds24 Dissatisfied Last Stay
I have stayed at The Aloft Arundel Mulls on numerous occasions and most times they have exceeded my expectations, but my last stay on March 4, 2013 was not a good experience. The television was not working so I called the main desk and reported the problem. I was told that someone will be there immediately to fix the problem. After 30 minutes of waiting, no one came to repair the tv. Hours later I left the room and reported the problem again. I returned to the room 2 hous later the tv had not been repaired. After 30 minutes of trying different things to get the picture to appear on tv screen,I finally got it to work on my own. So, needless to say I was not satisfied with my stay.
March 6, 2013
Rated 5 out of 5 by ElleLewis28 Weekend Getaway
My boyfriend and I are military and wanted to have a little getaway and visit Maryland Live. I am a PG County native and have visited the Aloft/Element multiple times. Tony at the reception desk was very professional and accommodating. The room was clean, the bed was very comfortable, and the gym facilities were nice. The only thing that I didn't like was that our shower leaked. Apparently the seal wasn't latching and there was water everywhere. The staff was very helpful and got it cleaned up quickly. I would definitely recommend this hotel.
October 12, 2013
Rated 3 out of 5 by LionelJr Handicap Bathroom
I have stayed at many Aloft hotels in the country. However this stay was my least favorite. For some reason I was given a handicap room upon check-in. I did not request this when I booked the room with reservations. The majority of the room was standard. However the shower was not what I was looking forward to. I understand that handicap bathrooms are necessary to accommodate those who need them. However I did not request this. I would have requested a different room but everything was booked for the evening.
October 28, 2013
Rated 1 out of 5 by angryataloft Absolutely Awful
I have stayed here for 6 weeks straight now, and almost every week I am more disappointed then the previous. I honestly have never complained about a hotel before, but some of the small things here are ridiculous. Monday night this week I showered and the soap fell onto the drain, so obviously I am not reusing it and threw it in the trash. Next day when I come back, the SAME SOAP was taken from the trash and put on the sink! How hard is it to put a new bar in and god forbid not take it out of the trash! This morning I left the card on my bed to change the sheets, but I came back to find the same exact sheets on the bed since I had intentionally left clothes under the originals. I could also tell because there was hair in them!
Finally, the final night I was laying in bed watching TV around 930 when my door opens and two people try to walk in, except the door-stopper was on. How and why did they get a key to my room?! I am so disappointed with the Aloft I will never stay there again, and will be sure to recommend the same to my colleagues.
November 21, 2013
Rated 2 out of 5 by mpku97 Noisy heater
Ok comfort for the price, but the rattle from the heater every 30 minutes kept me in and out of sleep. I expected better.
January 30, 2012
Rated 3 out of 5 by Holly90 Diappointed with the front desk
THe front desk personnel, without a name badge, saw me coming in with tons of items, yet made me walk around the other side of the counter and maintained her back to me. It was an easy opportunity to make a big difference in my stay wiht very little effort on her part.. All she had to do was turn around to take my credit card and ID. Also, the soap dispensers in the shower did not work and i was only provided one bar of soap, so i had to keep moving the bar of soap from the sink to the shower. Also, my receipt was not delivered under my door as it usually is for check out, so it required me to go to the front desk and stand there for about 5 minutes or so while the only front desk person was doing something in the kitchen area.
February 1, 2013
Rated 4 out of 5 by Soccabarbie Great hotel
Great hotel. Husband and I always stay here when he wants to play poker. I bring my dog which is free. The only thing there is no microwave in the room. I think anyone would love this trendy place.
November 17, 2013
Rated 4 out of 5 by livingthedream Pool Table, Bar, Swimming...oh my!!
Very well decorated property. I was impressed that the swimming pool had a life guard on duty. Having a bar in the lobby along with a pool table makes the lobby a real social scene. The room was comfortable and my only bad experience was the front desk not knowing where the self service car wash was located. They explained they are new and didn't know the hotel offers that service. (It’s listed under "Neat Stuff" on their web site). Not a big thing, but if I was able to use it I would brag about the hotel being a place that cares about you and your car.
June 28, 2012
Rated 1 out of 5 by PastorH77 Hotel is severally understaffed which affects the level of service
Hotel is severally understaffed which affects the level of service
Management’s decision to place one person at the front desk on a weekend (The weekend of 9/28) was a very bad choice – The Employee Ben suffered as well as the guest.
I waited for the Courtesy Shuttle for 1.5 hours at BWI Rail Station – very unacceptable - because the Shuttle drive had to service the hotel guests s well as the Casino guest!
Friday was a horrible - After waiting for the shuttle for over 1 hour – I had to wait to be checked into my Room in line for .45 mins. Terrible
October 3, 2012
Rated 3 out of 5 by JennaEmily Great hotel, minus the room service
Everything was great, but both nights we were only given 2 towels even though our reservation was for 4 people. Also, kinda unhappy that the cleaning crew didn't bother to get rid of our pizza box. Room smelled like pizza & hot wings when we got back in. Would've dumped it myself if I had seen a big enough trash can. Other than the stay-over service, the hotel is great!
October 22, 2013
Rated 5 out of 5 by LUCIA AWESOME HOTEL AND STAFF
THE HOTEL IS BEAUTIFUL AND FULL OF COLOR. I WILL STAY THERE AGAIN! SHUTTLE BUS DRIVERS ARE VERY WELCOMING AND RESPECTFUL. ALWAYS ON TIME TAKING US BACK AND FORTH TO CASINO. FRONT DESK STAFF VERY FRIENDLY. I JUST BELIEVE THEY SHOULD WEAR UNIFORMS SO THEY LOOK MORE PROFESSIONAL. ROOMS VERY CLEAN WITH THE EXCEPTION OF THE INSIDE OF THE SLIDING BATHROOM DOOR. HOUSEKEEPERS SHOULD CLOSE THAT SLIDING DOOR AND CLEAN THE INSIDE OF IT. OTHER THAN THAT, EVERYTHING IS PERFECT! HOUSEKEEPERS ARE VERY FRIENDLY TOO.
April 29, 2013
Rated 5 out of 5 by Blackdresses Cocktail Party Perfection
I decided to have a surprise 35th birthday party for my husband. I wanted a place that was chic, yet consistent with my black and white cocktail attire theme. I attended an event at Aloft which led me to contact them in regards to hosting. I was so VERY pleased with their professionalism, attentiveness and support. The venue mirrors an upscale lounge and they have a semi-private area for guests. Sesley and Elizabeth are AMAZING and made my event planning stress free. They corresponded with me constantly to ensure I was in the loop. All of my guests were beyond pleased and they ranged in age from 30 to 65. We stayed there too and the rooms are modern and cozy. I highly recommend this venue for a cocktail party or upscale event. You will not be disappointed. I can't say enough...Thank You Aloft!
February 27, 2013
Rated 3 out of 5 by Nevada LOUD
Walked in to very loud music in the lobby. I almost couldn't hear the registration agent it was so loud.
Refrigerator making very loud noises.
When airconditioner went on in the night it was very loud.
When taking my shower the seal in the door leaked so bad that I had a large puddle of water in the bathroom that I had to mop up with the two towels I was given. Also, one of the bolster pillows on the bed had a large stain.
I wanted to like your hotel...but these problems were an issue.
January 14, 2013
Rated 3 out of 5 by Johnson14 Not as good the second time
I stayed here New Years Eve, and everything was great including the pet care. We decided to stay again last week and couldn't believe the difference in how we were treated. Even while at the counter, another guest had to be moved because his room was dirty.
When you call a hotel they should give you all the details instead of being shocked about other deposits and how things work. Very upset with this stay and probably won't be using this hotel in the future.
January 23, 2012