Rated 2 out of 5 by roadvikster Requires Better Training on Customer Service Appreciation
In addition to a lack of getting the room choice that I had booked for, I was downgraded to a room in the Lodge, only given dollar credit for the downgraded room for one of the two nights there, and had zero recognition by the staff of the Platinum SPG Status. The concierge at the lounge sat watching TV during the time I was there, without as much as a recognition of the customers walking in. The onDemand entertainment in the room was not working, TBS channel was unavailable too. Overall, a very underwhelming experience.
August 8, 2013
Rated 5 out of 5 by metalmike had a blast
loved the staff and there rock n roll attitudes. cant wait to come back next year.
April 28, 2014
Rated 3 out of 5 by RoBo1949 No hot water
Three of the four mornings there was no hot water in the room. Tuesday morning was fine, but Wednesday morning no hot water, and hence no shower. I called the front desk and they contacted engineering. Called again Wednesday evening and engineering opened the room next door, which had hot water. Thursday I used that room for my shower. Again Friday no hot water in the room. No mention of any of this was made by the front desk person when I checked out. To say I was unhappy about my stay would be a gross understatement.
December 3, 2012
Rated 4 out of 5 by Steve Non Smoking Room
I stayed in room 306 in the Tower. Whoever stayed in the room prior to my stay definitely smoked and the room smelled of smoke. Bedding and bathroom smelled of smoke and I found it annoying. I inquired at the front desk to ask if they had an ozone machine to clean the smell out of the room and the agent did not know what I was talking about. They did change out the bedding but the room still smelled of cigarette smoke. The facility definitely needs an ozone machine since the widows do not open to air out the room.
May 25, 2013
Rated 2 out of 5 by RDProf Hotel room ready for a facelift
Nice location with a lot of room in the hotel, including many conference rooms. The layout is a little odd with the main counter far away from all the rooms making for a long walk from the parking garage to the room. The bed was comfortable but the physical facilities were not well maintained. A few examples: wallpaper in bathroom showed obvious signs of repairs, worn edges on furniture, carpet a little dingy looking (may have been clean but hard to tell). Overall the room could have used a renovation/updating.
July 22, 2013
Rated 2 out of 5 by Purpleshoes Not good
Hotel was Over booked, the suite in the tower I was checked into stunk of cat urine, the guest's room next to mine also smelled like cat urine. Staff says it cant we don't allow pets. 3 other people had the same issue with their rooms, staff acted as if I was making it up? Transferred my room to a another building, scary looking room, needed updating. the wifi didnt work in that building & I needed it for work. Very unsatisfied with the way it was handled. Staff didn't seem to care about customer service.
September 27, 2013
Rated 4 out of 5 Not really wheelchair accessible
Staff were totally helpful and sensitive -- EXCELLENT. To be fully wheelchair accessible;
* end tables must be rectangular/fush w/pillows so WC can be pushed back to climb in either side of bed
* lighter weight or different hinge-ing of outer door (too heavy to open by WC user)
* hinge b-rm door on opposite side so roomates can enter/exit w/o crashing into door (keep it so it opens on outside, tho)
* lower beds to ease transfers
* no carpets in room or on way to elevator
* more available outlets to charge medical equipment & cell phone/computer
* counter/accessible shelf at bathroom sink (WC users brush teeth, shave, etc., too!)
* toilet in center of bathroom wall (not corner) with pull down grab bars
Shower stall was excellent!!!!!!! Advertise accessibility of outdoor trail!!!!
October 10, 2012
Rated 3 out of 5 by Maddog6138 run down, but comfy bed
The green choice for cleaning the room is very confusing - I may not want the sheets changed during the stay, but would appreciate coffee refills. It seems all or none for a night.
Set out breakfast request for 6:45am delivery and it never showed. When I phoned to advise them, they brought meal quickly and did not charge me.
Carpets are dirty and hallways dinged up. 2 of my colleagues had stink bugs in there room. The property needs some TLC (other than lobby and bar, that appears recently redone).
September 29, 2013
Rated 3 out of 5 by Trainchief Trainchief
The lodge is a older part of the hotel and very you can hear the nose in the hallways and room next to you.
Our first room the heat did not work, so we had to move, the heater makes a lot of sounds and there were a couple of stink bugs in the room
Over all it was a average stay, I would have like to stay in the main building but this was full.
I live in Harford County Maryland, and am use to traveling , I am a retired chief of the Maryland Transit Administration and re tired Maryland State Trooper.
November 11, 2012
Rated 1 out of 5 by Vignesh Service is very bad
I had reserved a king size room. This is the 3rd time I am staying at this property. All 3 times my expectation of the room (a king-size) was not met. I was never accomodated in the main tower (always in the "lodge" area). It is unrealistic to have the same rates for the tower and the lodge.
Additionally, It took 40-50 mins to bring a salad and orange juice.
Service from the front desk is left a little to be desired. I won't be providing my business to this property in the future.
September 26, 2013
Rated 3 out of 5 by Atpj SPG Gold - what's the point?
I have been an SPG Gold member for 15 years and this is the ONLY hotel that the only "benefit" is 24hours of free internet. At Starwood properties around the world I've received room upgrades, breakfast, at least a "thank you" for making it to Gold. And at this hotel? A big fat NOTHING. Oh, and as an aside, there WERE club level rooms available so it wasn't that. Other than that, it's in pretty decent shape for an older hotel, great view of the lake from the higher floors lakeside.
July 30, 2012
Rated 1 out of 5 by Linda48 Very disappointing
The first room I was given had carpet so dirty I wouldn't take off my socks! Also, when I walked in the door, the first thing I saw were large scrapes in the paint on the bathroom door. Not a very appealing entryway. The second room wasn't much better but the carpet looked like it had been cleaned in recent memory (I still didn't take off my socks!). Finally, I called twice about a sweater I think I left and still haven't even received a return call (from over two weeks ago).
November 7, 2013
Rated 4 out of 5 by MrFM Weird stay (this time)
While I have stayed at this hotel before and had wonderful experiences, this time was different. My room had a poignant, mildewy smell. I arrived too late and too tired to change rooms so I dealt with it. The cable TV didn't work properly either. Both issues management seems unaware of when I checked out in the morning. Disappointed.
March 23, 2014
Rated 3 out of 5 by weddingweekend Nice for a wedding but not the best service to gold members
The room was very nice but a few things were a bit disappointing: 1) I'm a Gold Member and I wasn't offered a gold reward when I checked in (was only given the option of free internet and I didn't have a laptop with me); 2) the drain was very slow in the shower and the toilet ran all night. All understandable but when I told the staff about it at check-out, they seemed uninterested and didn't offer any apologies, which is atypical for Starwood facilities in my experience.
July 11, 2012
Rated 2 out of 5 by VeniceRealtor Great location but needs improvement
We love the hotel's location and why we chose this hotel. However, the first room was not clean (trash under the bed and in the corners), did not have a microwave as described and mechanical issues with the bathroom. Staff graciously relocated us but we found many of the features were not very well updated and the ceiling in the lobby was leaking when we had a rain event. Our housekeeping staff was rude and very unfriendly. The gym was nice with great equipment.
December 1, 2013
Rated 2 out of 5 by BGJD Surprised the front desk could not provide change
I stayed this week and asked for the front desk to break a $20 bill so that I could leave a tip for your maid and the concierge lounge server. I asked for change at 7:00 AM and was told there was no change due to it being used the prior night. I checked again at 9:00 AM to try to once again get change and there was still none. I was very surprised that no effort was made to fix this in two hours and I was left with no ability to tip your personnel. Very Disappointing
September 28, 2012
Rated 4 out of 5 by susan18 Sandy made the difference
We had a family affair and it was fabulous. I had a bit of trouble getting a room that was comfortable for my 86 year old mom. Sandy and also Shirlyn (SP?) were very helpful. The showers are awkward with the water running all over the floor. Love the friendly staff in the club room. And can't say enough how Sandy at the front desk made all the difference!!! One thing that was a disaster- the fire alarm went off at 1am and we got very little sleep!!!
June 19, 2013
Rated 4 out of 5 Perfect location for attending nearby events
I was able to book this room the night before an event at Merriweather Post Pavilion, having struck out previously and booking a hotel more than five miles farther away. Due to a last-minute cancellation, I was surprised and delighted that a room became available within a manageable walk from the venue. Aside from a one-legged (dead) cricket in the bathroom, the room was clean and well appointed. I've stayed there before and would stay there again!
October 16, 2012
Rated 1 out of 5 by Munch Will not be staying there again
Started off bad, I booked a "Pure Room" because I have asthma and need a room without heavy chemicals. I received 4 emails before my stay but not one said "hey the room you booked is not availalble". So had to select another room ...it was clean but poorly maintained, bathroom had a broken sink being held up with a piece of wood, all repairs were cheap and not done very well. Wifi VERY slow and kept dropping us. Will not stay here the time in area.
October 28, 2012
Rated 5 out of 5 by bosco60 VERY COMFORTABLE
There was a group with young boys also staying at the hotel that evening. The desk clerk put us on another floor so they wouldn't disturb us. That was very thoughtful of her. The room was all the things that you should expect.....clean and comfortable. After getting home I realized I left my KINDLE in the bed and called Sheraton. It was found and given to my sister that afternoon. I was very grateful the maid service was an honest person.
November 30, 2013
Rated 1 out of 5 by Tom3 don't bother with this one
I arrived early before check-in time and was told that there were no rooms available but they would put a "rush" on one. Since I had to go back to work, I left my wife there to wait for the room. Two hours and forty minutes later (at 2:40 pm) the room was made available only after I placed a call to the front desk. If they cannot make-up a room in 2:40 minutes???? I travel weekly to this area, this is my first experience and also as aSPG member.
July 25, 2012
Rated 5 out of 5 by Caroline54 Power Outage
We had been without power 5 days when we decided to escape to the Sheraton which would accept our 74 lb Golden Retriever. Love the hotel and lake, will make this our go to hotel when we lose power. Beautiful setting, hotel pool and the nicest staff ever. Breakfast wonderful and waitress so friendly. Room wonderful with microwave and fridge, spacious and the best bed in any hotel. Keep up the good work. Great setting for a wedding or conferenc
July 9, 2012
Rated 1 out of 5 by Alovebug1 room were not clean
The room I was check into the bathroom was dirty. I was check into a different room that bathroom was dirty as well. Then the pillows had stains on them as well. Also you can here the people in the next room as if they were right next to you. What to the cake for me then the water was turn off. I called the front desk asking why wasn't I told before I check in. The PBX said they put letters under the doors. However I check in at 8am or so.
August 25, 2013
Rated 4 out of 5 by lsrtravel June 11 stay
Issue w/ Breakfast - was to be delivered between 7:15-7:30. At 7:30 I was told it was on the way. 12 minutes later, nothing. I called to cancel & they said there was an issue with the computer & receipt print out. Not really an excuse for being late & making me late. They did comp the breakfast which I didn't have to request & I appreciate that. They should have advised they couldn't make the wi delivery time & provided me an option.
June 13, 2013
Rated 5 out of 5 by TravelingLecturer Wonderful catering/banquet service!
I taught a seminar in one of the meeting rooms and the staff could not have been more helpful! The meeting room was excellent as well.
Starting with Blake who dropped everything when we asked questions and got us our answers asap. Then there was Julie who also went the extra mile and Alberto - the manager who arranged a last minute luncheon buffet to help our folks out. He was gracious and helpful and and the buffet was outstanding
February 19, 2013
Rated 4 out of 5 by Kevin05 Good location and staff
The Columbia property sits on a lake and is within walking distance to restaurants and a public area where there was live music playing. The outdoor pool overlooks the lake and a wooded area. SPG members received complimentary internet. The staff was overall very helpful -- especially a bartender named Pinar.
I was disappointed in some of the Business Center resources. I needed to make a copy and was tersely informed that there is a $0.25 charge per page. That should be included in the Business Center. The printer was low on toner. On another occassion, the front desk faxed a document for me and was pleasant and helpful.
The property is a little 'dated' and was undergoing construction. If you are being charged non-construction rates, then you shouldn't have to contend with that distraction...otherwise, some sort of rate-adjustment should have been made.
July 30, 2012
Rated 5 out of 5 by NancyG Excellent room at the Lodge section!
This hotel is all about service and comfort. Our room in the Lodge section of the hotel was large and quiet with woods and a lake view. I felt like I was in spa room at a resort. No, the furniture and bath weren't marble and gold, but this room was way more than I expected. The front desk made sure we had the best room available at our rate. Will definitely return if our travels take us this way. Only about 40 minutes from D.C.
September 13, 2012
Rated 3 out of 5 by DRJJ99 Convenient but needs updating
This is s great business hotel but needs that last piece of updating - the rooms. There needs to be additional plugs on the table between or next to the beds and more than two on the desk. Business people like to work both sitting or lying in bed as well as at the desk.
It appears that some features were updated, the shower head was updated but the rest of the tub wasn't. The rooms are showing their age; rust, paint, etc.
February 21, 2012
Rated 5 out of 5 by Trixie3 A beautiful hotel and great staff
Thank you to Derrick, the manager on duty last weekend, and his wonderful, friendly staff. My daughter and I had a beautiful king sized bedroom overlooking the lake. It was spacious, clean and had an air purifier which was highly effective. We had a very nice breakfast in the club lounge with excellent service. There was no extra charge for allowing our shih tzu to stay with us. I definitely look forward to staying again.
May 30, 2012
Rated 2 out of 5 by 72panther Disappointed stay
For the price the facility had too much deferred maintenance. The room was full of dust, dirty walls, wastepaper on the floor, glass top tables were smeared, bath tub did not drain. There were stains on some of the upholstered furniture. The exterior of the building had rotten wood trim and exterior doors were missing trim and needed painting. All this would be acceptable at a Summer Camp but not a 4 star hotel.
November 23, 2013