Rated 5 out of 5 by DrSoul Wonderful Service!
The night at the BWI Westin was just what we needed thanks to the extra effort of Cierra at the front desk. She took it upon herself to correct a scheduling mistake that I made at another hotel by calling the hotel and getting my money returned. This was an example of going above and beyond expectations. Many thanks to Cierra at BWI Westin for providing excellent customer service.
September 19, 2012
Rated 5 out of 5 by Kayrose Plan to return
This hotel meets and exceeds the Westin standards. The happy hour and breakfast buffet were exceptional. The staff could not have been more friendly and professional. All staff, the front desk, restaurant staff, and bartenders were exceptional in their service and personality. We will definitely stay here on our trips to Baltimore; which are several times a year.
September 17, 2012
Rated 5 out of 5 by deblue1013 service was excellant
Went to Balitmore for a baseball game. Hotel was excellent, took us by shuttle to the light path and then picked us up after we returned from the game as promised.
The next morning was a complimentary breakfast which was great.
September 12, 2012
Rated 5 out of 5 by DRJRL A Great Westin Hotel
We needed hotels for a late evening arrival and an early morning departure at BWI. Being a Starwood platinum member, I checked out the availability and reviews of the numerous Starwood options in the area. I prefer the Westin Brand option when everything else is about equal, so I ended up booking our arrival-night stay at the Westin Airport hotel. We were supposed to arrive at the hotel around 1:00 AM. But our connecting flight out of DFW was delayed, so we did not get to the hotel until after 5:00 AM. I had called the hotel and they had everything arranged so we could go directly to our room. We were upgraded to the executive club floor. The room was very nice, very spacious, with a beautiful view of the surrounding countryside. The club room was not open on Saturday, so we got free buffet breakfast in the dining room. When I awoke at 10, I went down for breakfast and they allowed me to take a breakfast plate back up to the room for my wife to ahve when see awoke. The service, accommodations, staff and facilities were up to or exceeded the Westin standards. I only wish that we would have had a little more time to enjoy our room.
September 11, 2012
Rated 5 out of 5 by Marco707 My stay was great
Extremely comforable rooms. I slept like a baby
September 11, 2012
Rated 5 out of 5 by Johnny2395 Perfect for our little trip!
I grabbed this hotel late and it was well worth it! Everything is spotless and the staff is very helpful. I would highly recommend!
September 3, 2012
Rated 4 out of 5 by cmullen1234 Hot stay
Very clean Hotel. Air conditioning in room was broke. They offered to move us to another room in the middle of the night which was not an option with 4 sleeping kids. The offered several apologies but no compensation.
August 30, 2012
Rated 2 out of 5 by Tired33 A Disappointment
I stayed at the Westin for the first time - chose the most expensive and highly rated hotel in the area so that I could be assured of getting a good night's sleep. The room was just average, with no outlets near the desk to plug in my laptop, phone, etc. There refrigerator/mini bar had no snacks or drinks, and wasn't working. I called down to have a fridge brought up, and after 30 minutes, called again (it was nighttime and I wanted to go to sleep) to see what the holdup was. They said housekeeping was on their way. 30 minutes later, with still no fridge, I called back and told them to please cancel the request because I was going to sleep. 30 minutes later, housekeeping came and banged on the door to wake me up. I was not happy. The next morning I had breakfast in the restaurant, and the staff person making the omelettes confused my order with someone else's. He apologized and remade the omelette, but it was so runny it was almost inedible. The checkin staff had forgotten to give me the voucher for breakfast, which came with the rather hefty rate I was paying, so I had to go back and get it. Nothing was horrible - it just wasn't up to the standards I expected.
August 27, 2012
Rated 4 out of 5 by DocterMike This hotel has great features
Attended for a conference. The staff was extremely accommodating. Food service was outstanding and they were willing to alter their routine to fit our needs. The bed was one of the finest I've encountered in the hostelry industry. The room was clean, modern and inviting. The only problem was the extra thick mattress needed an extra thick sized set of sheets to fit it. Otherwise, outstanding.
August 15, 2012
Rated 3 out of 5 by Spggold41 Beautiful room but management fell far short of expectations
I ended up at this hotel due to a late night canceled flight. After being notified that all hotels affiliated with BWI's accommodation program were sold out (hundreds of passengers were displaced due to severe weather), I called home and asked my spouse to find the closest Westin and book it. I was utterly exhausted upon arrival due to health-related issues combined with the nightmarish experience at the airport. My room was very quiet, comfortable and clean. The positives of the stay were quickly outweighed by the realization that the nightly rate had been sharply increased from their typical published rate, likely in response to the increasing demand from stranded travelers. I asked to speak with a manager, and she told me that nothing could be done because I did.not raise the issue at check-in, and she didn't want to have to explain anything about a 'discount' to her General Manager. I explained that at check-in, I was barely coherent due to dehydration and exhaustion.
I am just getting back to regular travel for work and had been looking forward to choosing Westin brands as I have so often in the past. The tone of the manager along with her unwillingness to acknowledge or address the price gouging issue left me rethinking that strategy and will likely be intentionally avoiding the Westin brand. There are simply too many options for travelers to treat a former (and future) SPG Gold client in that manner. As heavenly as the Heavenly Bed is, I would forego it in place of respectful, fair service.
August 13, 2012
Rated 5 out of 5 by Jarvis12 This hotel is conveniently located to BWI Airport
Great accomodations. Restaurant was very good. Very comfortable beds and most attractive decor throughout the hotel.
August 12, 2012
Rated 5 out of 5 by Saint22 Excellent Service
Our flight arrived 7 hours before the usual check-in time, but the clerk at the SPG check-in desk did not even hesitate to let my wife and I check-in early. We also were given free breakfast buffet tickets for each day of our stay. The room was large and clean. The bathroom was enormous and spotless, and the water pressure was fantastic.
The staff was friendly and helpful, from the check-in counter to the shuttle drivers to the cooks at breakfast.
Two small complaints that might be a bigger deal to some travelers than it was to us: This hotel has a ridiculous Internet policy. You have to pay to use Wi-Fi in your room, and you must pay per minute to use the Internet in the business center! Again, not a big deal for me, but be advised if you need Internet access.
Secondly, and this would be an easy fix, the room did not contain any sort of local guides, i.e., lists of places to eat or shop. There wasn't even a phone book, which was made worse by the silly Internet policy.
These two minor headaches aside, this is an excellent hotel in a clean, safe place with easy access via shuttle, bus or light rail to anywhere you would want to go in Baltimore or DC. I would not hesitate to recommend this hotel: Just beware on the Internet policy.
August 12, 2012
Rated 4 out of 5 by jns620 Nice hotel but needs Free Wi-Fi
I recently stayed at Westin Baltimore Washington Airport Hotel for two nights in August 2012. The service was fantastic; the staff was quick, courteous, and wanted to make my stay a pleasant one. I ordered room service both nights and the food was fabulous...delivered just as hot as I would have received it in the restaurant and excellent quality! My room and the amenities were impeccable. I had no problems or issues with the shuttle service; it ran very timely and the staff even offered to call the shuttle for me when it was necessary for me to return to the airport.
However, for the room rate per night and the fact that it caters very well to business clientele, Westin should be able to offer free Wi-Fi in the guest rooms. I was quite disappointed that this amenity was not available to guest in their rooms without an additional charge; especially when one can find that even the economical hotels in Florida offer free Wi-Fi in their guest rooms. Other than that though, I have to say that my stay was a pleasant one.
August 12, 2012
Rated 3 out of 5 by Manju Bad internet bandwidth
Why is it that WiFi is free and relatively quick in the lobby (for anyone to use), while both WiFi and ethernet connectivity in the rooms absolutely does not work? When you're a hotel near the airport and more likely to host business travelers, this does not make sense.
Why is it that hotel staff shrug their shoulders with a "management doesn't listen to us on such matters" when I complain about this?
I don't understand how a hotel can charge $13 a day for internet in the rooms and have such disregard for whether it works or not. I also don't understand how management continues, in today's competitive market, to disenfranchise their employees.
Other than that, the rooms are comfortable and the employees are considerate.
August 2, 2012
Rated 5 out of 5 by Jack520 Staff amd facility are great!
I enjoyed everything about this Westin. Mike P. checked me in and assisted me by pointing out amenities, helped when I needed things I'd forgotten and made sure that everything was great. I appreciated staff coming around the desk to interact with me - a classy act to make the interaction more personal and personable. Great atmosphere!
July 23, 2012
Rated 4 out of 5 by ETome Westin as expected
Typically Westin .. Well maintained property. Pleasant and professional staff. Pool and fitness areas require a walk through the lobby which is a little less than ideal.. The restaurant is okay but not outstanding .. their website for the restaurant is 100% wrong and has been for over a year... I'm not sure why they dont seem to care about that ... overall its a decent choice
July 18, 2012
Rated 4 out of 5 by SolomonsHawk The Westin Standard
The hotel was in excellent condition, and met every expectation I have of the Westin brand. From the "Heavenly" beds and bathroom to the beautiful lobby and amazing breakfast buffet, the hotel made my trip. Additionally, despite the loud jet noise outside from nearly BWI airport, I could not hear any of it from inside the room. My only complaint was that the jets were not working in the hotel whirlpool.
July 18, 2012
Rated 4 out of 5 by krk6 Great hotel...small air conditioning problem during a heatwave!
I am a frequent Westin guest, and this hotel was perfect for the business traveler with an early morning flight to catch from the airport. However, on the night I was there, Washington DC was experiencing a heatwave and the air conditioning in the hotel was not functioning. The temperature in my room was a balmy 78 on the thermostat, and quite humid to add to the comfort level. I was a little disappointed the staff made no effort to compensate for this situation. I was not offered a discount or additional star points on checkout, just a quick apology from the front desk clerk. I realize this is not the fault of the hotel, but I am surprised that there wasn't a fix for the air conditioning situation. I will stay at this hotel again, as I suspect this was an isolated incident.
July 16, 2012
Rated 2 out of 5 by EyeAmMe Needs to hire better help
Stayed here 5 days. 1st night was fine. 2nd night the room was cleaned but there were no towels. When the supervisor stopped by to check on the room status, I told her I had no towels to which she replied she'd get me some. 2 hours later I went to the front desk to get them as even the supervisor didn't bring me any. The 3rd day the room wasn't even cleaned at all. Luckily one person was still on at 10:00 pm when I got back and came to clean up and provide fresh towels. The 4th day came back to no towels again. Complained to night manager who promised to make sure the last night I stayed there I would have a clean room and fresh towels. The 5th night the room was clean and I had towels, but I shouldn't have to complain to mgmt to get what I'm already paying for.
Had room service all mornings and some nights. Never had an order come up correct. Everytime I had to call down about missing something I had ordered but didn't get.
This is not what I expect from a Westin. Might as well stay at a cheaper hotel for this kind of service.
July 14, 2012
Rated 3 out of 5 by 1traveler Nice hotel physically but staff needs improvement
Physically this is a nice hotel. Fairly new, great location and great workout room. The staff is a bit clueless though. We had numerous issues including checking in, maid service was skipped one of the days, and the business center computer did not work properly (after I paid for time on it). I never did get a refund. The breakfast buffet was good but if you went close to closing time, the staff was more concerned with cleaning the restaurant and closing the buffet then delivering service to those of us eating breakfast.
July 5, 2012
Rated 4 out of 5 by Aaron87 Great Sleep, Nice Food
Service was accommodating, but did not acknowledge SPG status. The room was amazing, as always!! After checking in, I went to the pool (staff was not aware of hours, causing an inconvenience), however, the pool amenities were very clean and the perfect temperature. The life guard was required to be on duty before swimming. Her attitude was very poor and plain rude. :( As for dinner, I went to the bar and the bartenders were very friendly and provided great service! The crab soup was a great dish. Thanks Westin! I cant not wait to return!!
July 2, 2012
Rated 5 out of 5 by atlanta123 This hotel is why I love Westin
Stayed one night on the tail end of a business trip with early flight the next morning. The hotel, the staff, the evening manager's reception/video game night were awesome. I will be back.
June 26, 2012
Rated 5 out of 5 by mwill exceeded expectations
Airport hotels being what they are....I expected clean and comfortable. This hotel is a lot more than that. The room was very comfortable and extremely quiet and the view was a sea of green. The lobby, bar and restaurant are understated elegance. I'll definitely book again when in the area.
June 19, 2012
Rated 5 out of 5 by Buffalo83 One of the nicer airport hotels i've stayed at
**Rating expressed is based on the hotel being an airport hotel**
Five day stay during May. A stone’s throw away from the airport, but impossible to walk (so drive or take the shuttle). Although people had expressed problems with the shuttle, the shuttle for me took 5 mins to arrive after calling, and at the end of the stay was ready at the desk to take me back to the airport with no delay.
Check-in: No suites at the hotel, but upgraded to the club floor. Checkin was fast and efficient, and front desk quickly provided me with some extra toiletries that I had forgotten. Lobby is impressive and really nails the feel and spirit of a Westin – you can almost forget that its an airport location
Room: Room was clean and comfortable. Heavenly shower and heavenly bed. Very roomy in both the bedroom and bathroom. Housekeeping was consistent. Room showed only minor signs of wear. Ample plugs by the bed too, which as a business traveler was welcome
Club Lounge: Really nice lounge. Breakfast and dinner service is ample. Extra kudos for dinner – there was curry dish one night that really was great. Very easy to have a legitimate high quality full meal. Beer and wine is available at discount prices. Only downside is that the lounge is not open 24 hours, so you can’t grab a water or soda if you get in late. Attendants weren’t overly engaging, though this wasn’t really a bad thing
Restaurant: Had the breakfast downstairs a couple of times. Nice buffet, standard fare with an omelet station – omelet was really good.
Exercise room: Exercise room is extremely impressive. Large, high ceilings, spacious. Multiple treadmills, bikes, ellipticals, free weights, and machines. Ample space for stretching, etc. One of the nicer exercise rooms of any hotel I’ve stayed at, and there was never a wait for anything.
Check-out: Easy and quick. Shuttle was ready to take me to airport immediately
Overall, a great airport hotel. Hotel grounds are nicely maintained, and there is lovely common areas both inside and outside the hotel. Everything about the hotel was inviting, and as long as they keep their shuttle running on time, itll be my go to hotel in the BWI area.
June 16, 2012
Rated 1 out of 5 by Unhappycustomer123456789 An example of bad upper management
The day to day staff was helpful and polite. The hotel was clean and taken care of. Beyond that it was a total disappointment. We were part of a large wedding party. Most of us arrived to find that we would be affected by one or all of the screw ups. Rooms were not ready upon arrival, being charged the full rate instead of the group rate, having our accounts charged twiced for the same rooms. Very little was done by the hotel management to fix the issues. When the corporate offices were contacted, they were also of no help. All issues were eventually fixed, but not without massive headache. Having stayed at othe Westins before, this experience has soured both families from this chain. Oh, and the shuttle had no AC on it. All these people in tuxedos and dresses sweating like pigs; real nice.
June 13, 2012
Rated 2 out of 5 by Bre12 Clogged toilet
I have used this hotel in the past on business but this is the first time my wife stayed with me. With the clogged toilet, she wasn't too happy and probably would prefer to stay elsewhere in the future. I have to say that I still like the facility and its location is a plus for me.
June 3, 2012
Rated 2 out of 5 by Habs60538 Hotel Shuttle
Hotel Shuttle at the Westin needs help. Shuttle showed up in a timely manner, but a flight crew memeber got on stating he wasn't sure if his co-workers were upstair waiting or not, so we drove around the airport looking for them, never did find them. The next morning the hotel shuttle was about to leave and these same crew members failed to show up on time.
They held the hotel a good while, delaying the other people. This not the first time I had a problem with the Hotel Shuttle, but the first time I wrote about it.
May 28, 2012
Rated 3 out of 5 by VonCueBall Platinum Member But No Eggs
Showed up at the club at 820am on May 23 and asked the attendant when there would be more eggs since they were picked over. She sat on her butt playing with a device and said can't get anymore eggs as the club closes at 900 am nearly 40 minutes from now. I told her that the GM would be informed about her laziness. She said who cares. As I got in the elevator another guest who overhead this while in the club said the service sucks here which is why this is my last stay. Westin needs to get out and start shopping its hotels to find out how dismal some of the staffing has become.
May 23, 2012
Rated 5 out of 5 by DougC Best place to stay at the airport
I travel to Washington DC regularly and have found the airfare to BWI so much better than Reagan National. I take the train for $6 at I am at Union Station in 30 minutes. My problem had always finding a good place to stay and now I have one. The Westin is 5 minutes from the airport via free shuttle van and has the heavenly bed, great restaurant in thr lobby and the van drivers are very knowledgeable about everything. They will take you to Amtrak or the local Maryland light rail. I went to Camden Yards to see the Yankees/Orioles and it was so easy to get to downtown Baltimore via light rail. The Westin 1/4 the cost of a DC hotel and is only 30 minutes via train away and is a great place to stay.
May 19, 2012
Rated 3 out of 5 by MIDOC Nice, clean hotel but did not feel luxurious
I was attending a conference at one of the other hotels in the BWI area and chose to stay at this Westin because of my SPG Gold status.
The hotel was clean but otherwise disappointing. It definitely did not feel luxurious like what I had come to expect in a Westin. Furthermore, charging $13/day for internet is quite ridiculous these days.
April 29, 2012