Rated 1 out of 5 by Bad27 NEVER AGAIN!
So I checked in after a long flight to a club in the lobby. The rap music was so loud I could barley talk to get my room. Checked in and the room was dirty. I waited till the next day. I stayed three days and the room was never cleaned. I could never get ahold of anyone at the desk as the phone was always busy. I asked for clean sheets. Maint dropped off clean sheets and I cleaned my own room. Dogs on 3rd floortried to bite my daugher and the pool was filled with men fighting. Very bad experiance
February 29, 2012
Rated 2 out of 5 by Todd21222 Is customer service really dead?
The fact that only 40%, FORTY percent of people who stayed here recommended the hotel should've been an indicator enough, we still gave Aloft a try. Then, we get to the hotel. 3 people acted like they were too busy to help us when all they were doing was standing around.
Finally we get to the room. The bathroom door track is half out of the ceiling, stains on the walls, remote for the tv doesn't work, batting 1000 so far. We went down to ask for another room, you might have thought we asked for a new kidney, but we got a new room. The new room took the cake. Nails sticking out of the wood in 2 spots, jagged frayed wood sticking out, holes from curtain mounts on the wall, severe wall discoloration by the desk, bathroom door wouldn't shut AGAIN, just ridiculous for a hotel of this price.
The elevators appearantly user to have color changing tiles on the floor. They were either worn or completely missing.
They provide video cables, which is a nice service, but when I went down to get one, the front desk was VERY reluctant to give me one. She stated they had been just giving them away but would not give me one until I assured her I would bring it back, like i'm a common thief.
The last straw was that when all of this was brought to SPG's attention, and they had denied our claim for a rate discount, they were very unsympathetic to our situation. They did nothing to attempt to resolve the issues we brought to their attention, basically giving us a templated "sorry, try us again" response.
We were waiting to post our review until their "customer service" got back to us, but it's pretty obvious they frankly could care less about the customer. So go somewhere else, skip Aloft Arundel Mills.
August 27, 2012
Rated 5 out of 5 by Yattie Fun, Fun, Fun!!!
My birthday was on December 9th. I booked a room for December 8th. I was looking to have a great time for my birthday. I have never been to Aloft before that day. when I walked through the door there was music, dancing, open bar. The party was right at the hotel. I could have stayed int he hotel and celebrated my birthday if I wanted to. I did go out to have a good time but alos made sure I stopped by the WXYZ bar before hand. It felt like a party right at the bar. Not only was I impressed, the people who I brought with me were impressed. It made me feel good to know that I made impression on my friends. We made the best of the night. Not only did I enjoy myself, we all enjoyed!!!! I would recommend Aloft to anyone! My friends are already planning events at the very same hotel. Thanks for everything!!! You will see me again!
December 13, 2012
Rated 5 out of 5 by consultant29292 Great Hotel
Fantastic hotel. Everything is clean and orderly as expected at an SPG property. The staff goes above and beyond for the guest. Only after 2 stays the staff recognizes me and greets me accordingly. Very prompt to any needs. My co-worker was sick and they promptly brought him medicine to his room and inquired about his health the following day. Definitely would recommend this hotel.
February 5, 2014
Rated 1 out of 5 by Aller3 Horrible Night & Rude Staff
We booked several rooms for a Making Strides Against Breast Cancer Event on 10/14/12. A party was scheduled in their atrium / lobby area that last ALL night. When we called the front desk at 3:00am to complain about the noise level (please note I was on the 7th floor), the response was... "What do you want me to do, they are paying customers?" Hmmm, thought we were also paying customers? We started to check out at 6:00am, only to find NOTHING for breakfast, because the staff member called out sick. They offered NOTHING for local places to grab coffee and/or breakfast. UNPROFESSIONAL!
October 17, 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 guest’s 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
This hotel is was very busy not adequately staffed – They employees are stretched beyond the capacity which is unfair to the employees as well as the guests.
October 3, 2012
Rated 2 out of 5 by HospitalIT03 Shocked (at the quality)
I have stayed at Alofts/Starwood properties in various states for both work and leisure. In 2012, stayed 9mos at the Aloft Cool Springs in Franklin, TN just outside of Nashville. So impressed, I wanted to stay at one where ever possible when on business or leisure
Coming to the Aloft Arundel Mills, was a disappointment. This review is for one week out of the 7 weeks I stayed. I could write a review for each, but this one was the worst.
Service: Arriving on a Monday, the desk attendant is ALWAYS on their (personal) phone. I have to wait at least a minute for them to finish the phone call. Rarely greeted on subsequent morning/nights throughout stay.If I call down for an issue, it's never handled unless I go down to the lobby personally. For having PLATINUM status, with the add-on of an Ambassador; the ambassador has not been very responsive lately.
Room: The beds seem to be well worn. You can feel the springs in the bed, and it sinks so low. The tile is discolored and grout has something other than grout on it. This particular stay, I received damp, mildew/mold smelling pillows TWO nights in a row. When calling down the first night, the "talent member" never sent any one up to give me the extra pillows I asked for. The second night the Asst Manager got involved. I had to bring down the damp/smelly pillows as proof. Was promised new pillows (which I received), and 3500pts for my inconvenience (received only 2500). Asst Manager never returned any of my calls when leaving a message with the front desk.
As I said, I've stayed at Alofts/Starwood properties in Tennessee, Brooklyn, Colorado, California, among other places and never experienced this low quality service and room accomodations. Expectant of a motel, not a brand that has a TV channel dedicated to touting itself as a premier lodging venue. This may be the hair that broke the camel's back. And I was so close to re-upping my PLATINUM status for 2014.
January 6, 2014
Rated 1 out of 5 by HawaiiSamurai Well Worn - Needs an Upgrade
Wow - what a difference a year makes. I had stayed here many times in the past and very much enjoyed the experience. This time though the hotel was in desperate need of a makeover. The water pads in the elevators were completely destroyed. The interior of the room was extremely worn. And, to make matters worse, the phone was broken and the receptionist was unable to forward important calls to my room. It was not an experience that I would recommend.
July 17, 2012
Rated 2 out of 5 by CSR27 Service was not up to par
Did not have a full compliment of towels two nights in a row, was not greeted as a platinum spg at check in, or told of amenities, did not have hot water one morning.
July 11, 2012
Rated 1 out of 5 by Nat86 Disappointed/BUGS!!
I was really disappointed in this hotel. The lobby was really nice and the pool area. It was a lounge spot in the lobby really nice. The bed wasn't comfy. The lady that cleaned the room kept forgetting to supply us with stuff in the room and we were there for 3 days. Lets not talk about when you called the front desk and it took forever to get someone. Then time to check out the ipads were down and so were the printers SMH. Now for the grand finale. THERE WERE BUGS IN OUR ROOM. WE HAD TO KILL MORE THAN ONE. I was so freaked out and disgusted. Please save your money and go somewhere else. The room isn't all of theat all.
November 5, 2012
Rated 1 out of 5 by Denise357 Night Shift Front Desk Staff AWFUL!
I read the reviews and was skeptical about staying at the Aloft but decided to see for myself. Well I have seen! Staff member Cecil never welcomed me to the hotel, the only words he said" last name, I need your license and credit card." I travel often and normally would not accept this lack of service but we were checking in after 11pm and were exhausted. I asked how do you get to the 7th floor? He didnt even tell us how to get to our room until I asked. When I got upstairs I checked my account and he put a hold on my account for an undisclosed amount. I called to ask him about it and he became irate. My husband and I went to speak with him and his attitude was not one who should be in a customer service position. Mike did come to his defense and was very helpful. He stated how stressful he was ,if Cecil cannot handle the stress he should work another position maybe life guard. Bad customer service can destroy a nice establishment!
September 24, 2012
Rated 2 out of 5 by 10lbsofgold Great facility, bad staff
The accomodations are very nice and clean. Room rates were good. The staff and service are terrible. The rap music playing (loudly) in the lobby contained profanity (MF word, N word). I requested a wake up call that never arrived. The staff was unprofessional and LAZY.
October 24, 2012
Rated 1 out of 5 by SBSBSB Horrible Service
The service I received at this hotel was horrible. I made a reservation weeks ago and the requests I made were not honored. Additionally, the bed had HAIR all over it. The staff at the front desk was unapologetic and extremely rude. I will not be staying there again.
July 5, 2012
Rated 3 out of 5 by epcfigawi1 Lacking some basic items
The room was nice and the overall hotel was fine.
The basic items in the room were lacking.
The room phone did not work. I had to call the front desk with my cell phone to reach them.
The TV did not work.
These may have been porgramming issues but they should work when I arrive.
It was difficult to get a wake up call. I did not get one but the alram clock worked.
No extra bath room items like mouthwash or moisturizer. These are basics in most hotels in the Starwood family.
December 3, 2011
Rated 2 out of 5 by glacross Did not meet expectations
Staff in general not professional or knowlegable
Ammenities not necessarily in working condition ie: tv in lobby/bar, tv's in rooms, expresso machine in lobby(apparently hasn'nt worked in months and is only for decoration)
General feeling of non-service atmosphere.
Rooms are cramped and not terribly functional (no drawers, not door to bathroom area, door to toilet is not private...slider, that doesn't meet.
carpet worn to floor, walls damages, fixtures falling off walls
June 25, 2012
Rated 5 out of 5 by Shugs Clean, Comfy and friendly staff.
I ended up staying in the area a bit longer due to hurricane Sandy. The location is nice with easy access to restaurants and shopping. The staff is friendly and the manager Harry was great!
November 6, 2012
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 5 out of 5 by Midway Returning Customer
We return to this hotel every Spring/Summer as a team to attend softball tournaments in the area. The rooms are clean and comfortable, the location is centralized, and the convenience of Arundel Mills Mall, grocery, liquor store, and restaurants within a quick walk are just some of the factors for our repeat business. Most importantly the staff is extremely accommodating and on top of all this the hotel is pet friendly. This weekend marked our latest visit, and Carrie and Jared as well as the head housekeeper/scheduler went above and beyond to make our stay pleasant.
June 24, 2013
Rated 2 out of 5 by angrybird This hotel got no TNT, no ESPN
can you believe a hotel with a HDTV but no TNT or ESPN, the screen told us these channels are not purchased, it is terrible, especially for an important NBA game night. we asked the front desk, they said these two channels will be back next day, so i think they are saying i am bad luck and not offering any other options. also the remote is not working well.
fine.....i accpet it. when the moring comes, i found the coffee maker is totally not working. WTF.
I will never come back this hotel anymore, there are a lot hotels around this one, just ignore this one.
January 24, 2012
Rated 2 out of 5 by Flycoup Disappointed
I enjoy staying at ALoft (BWI) when I'm in town, but they were full, so I chose to stay at Arundel Mills. After checking in, getting settled, and ready to leave for the evening, I discovered the door would not lock. Had to wait for service to come and fix it, which caused me to be late for my dinner reservation. Also, there was no refrigerator in the room. They did bring one when I called the front desk. Only one bottle of water, not two. No Kleenex. Towels were of poor quality and frayed on edges. Desk chair could not be adjusted for accurate height.
May 1, 2012
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 3 out of 5 by ubdivine97 Pay Attention to Detail!!
This was my first stay at this establishment. I lived in this area for 15 years and moved several years ago when it was being built so I was hoping to have a great experience staying at this beautiful hotel. When I entered my room I loved the decor but my blinds didn't work, their was a dirty cleaning towel on the bathroom floor, the shower door wasn't clean, no showermat and the light in the bathroon didn't work. My complaint was reported but the only thing that was fixed was the shade.
June 26, 2012
Rated 5 out of 5 by carrieanded a mini getaway a mile from home!
We stayed at this hotel because of an unexpected incident at our home and it made us never want to go back! It was only a mile away from home but it made us forget about all the stress we left behind. I must say that Christian was our favorite he was our bartender that night and he made us feel so welcome. We had a blast hanging out with him and Chad that night. I hope they're working when we come back because we definitely will! Thanks for the beautiful room and a home away from home!
September 11, 2012
Rated 3 out of 5 by Fisha Front desk workers were DRY.....
I walked in the hotel very tried but happy to be at the Aloft. The lobby gives you a fun & happy feeling. Smh
1. the front desk female looked me up and down late telling me i looked like a different woman and how nice i looked (checked in @4)
2. the front female was dry and irritated with have to repeat her check in duties.
3. no where did I head online about the $50 deposit charged to my CC.
4. the front desk worker (male) hung up without a depart "good bye or have a good night. And didn’t know what the $ on the heating/AC controller
*The hotel is so lovely and clear to bad the staff members make it feel like a Hotel6...
October 21, 2013
Rated 5 out of 5 by Garry25 Shuttle Service
I love the hotel but the shuttle driver after midnight was extremely rude. When I boarded the shuttle to go back to the hotel. The driver never got out of the drivers seat. Didn't say a word and when I asked him why we were sitting there he asked me if there was anyone else. I said no and I had to get up and close the door myself. Then he proceeded to drive recklessly back to the hotel. i.e speeding and texting while driving not to mention he was wearing ear phones while driving. This was not the service I am use to as I have stayed at your hotel several times and used the shuttle service. I was extremely disappointed. All other service from the hotel was great.
November 12, 2013
Rated 5 out of 5 by Robert68 Great place to stay - very modern and fun
It's not too often I have a fun place to stay while on business, but this location is fun, upbeat, and trendy. I really enjoy the style of this property and especially like the atmosphere.
The Iron and Ironing board location was not intuitive, but otherwise it is a great place to stay. Great staff and great food and they treat you well for being gold!
February 12, 2013
Rated 5 out of 5 by Tonygui Visiting Maryland
Upon checking in to the hotel I was greeted by Tony, he was very polite, explained everything about hotel, made me feel welcomed. He also helped with dinner suggestions, and what there was to around hotel.
September 17, 2013
Rated 4 out of 5 by nycord10 Only stayed one night
Eventhough i only stayed one night the hotel had lots of good features and services but i only have 2 negatives. 1 I was looking forward to using the pool but the hours were not useful for someone staying one night. 2. bought two cold soda for $6 think that is way too much of for soda.
November 3, 2012
Rated 3 out of 5 by CVSMITHJUMP This hotel had bad features
I stayed for 4 different nights, in 4 different rooms. all 4 rooms had issues. No of the refrig work, tolets ran all night keep flusing on its own. when alerted front desk attendent, they was very unconcerned about the disconfort.
January 3, 2014
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