Rated 2 out of 5 by ThundarWabbit Don't miss a reservation or reach out to billing dept...
Unfortunately the billing department leaves a horrible taste. I attempted 5 times to reconcile/ request help with a missed reservation and was given the run around. When I finally did get to the billing department I could only leave a voicemail and they've never gotten back to me as of yet, and it's been close to two weeks. The issue stemmed from a missed reservation, I understand the no refund policy completely, I only tried to see if I could voucher for my next reservation which I had made for Oct 15th. I still have not heard back after a second call/ voice mail and email put into play by your reservation team. I have cancelled my second (rather third) stay at Aloft and won't be returning. There are a lot of other similar unique designed venues at the area that would love to have me there repeatedly two to three times a month. Everyone at the hotel, staff and waitperson(s)were great, however billing and customer disputes really fail this establishment. Very disappointed and dissatisfied, even if they had called me back to say there was nothing they could do, then fine, but not to return my call at all is very saddening.
September 27, 2016
Rated 4 out of 5 by SL68 Staff are very friendly
Jimmy the shuttle driver was really helpful , friendly and accommodating
June 27, 2016
Rated 3 out of 5 by brad2167 Just not great service.
I don't think these hotels are for me. Pulled up outside hotel. Two lane area under cover (pouring rain). Both lanes blocked by Aloft shuttles, as well as another customers truck. I never saw the larger of these two shuttles move. I arrived to do check-in. One stand was occupied by a very angry family, although not sure why. Second register helped me after talking to another aloft employee. She was very pleasant and wanted to tell me everything about the hotel. Loud music in the lobby during check-in. Clearly be design, but not very welcoming. As I brought my luggage in, driver of van was standing/smoking outside the main door area. When I mentioned the blocked way, he blamed the customer and then did nothing. Your employees should be working to help customers actively solve problems - not blame other customers. Got to the room. Bed was harder than I like, but that is just personal preference. Interesting layout, felt European. Nice pocket door separating the toilet and sink area. TV was fine albeit slow changing channels. Requested to use the shuttle. Clerk said sure - just come on down. Went down 10 minutes later and was told shuttle was at the gas station. Went outside and waited 10 minutes. Gave up and got an uber. Then the driver shows up - i tell him we already booked an uber - and he then drive off. No sense of customer service in this entire transaction. Why is the shuttle for the hotel parked somewhere besides the hotel? Never learned why. 2 sets of thin towels provided in the room. Not enough in my opinion, and substandard thickness. Seemed closer to a lower hotel quality. Requested towels the next day. Received only shower towels - no wash cloth or hand towel. Arrived quick though. Good stand up shower. At check-out, the clerk asked how they could improve my stay. I spoke about the shuttles. She gave me a $6.00 credit against what I had charged to the room, which was nice. Pleasant enough room, but unimpressed by service for the site.
June 1, 2016
Rated 5 out of 5 by Fearless23 Great experience
I've stayed at this hotel on numerous occasions and each time has been great!
May 4, 2016
Rated 5 out of 5 by Slider2016 great experince
the front desk was great, the room was clean and very comfortable .
March 30, 2016
Rated 4 out of 5 by SCF211 Stay at Aloft/Arundel Mills
This is my second experience(stay) at the Aloft/Arundel Mills. I can say that I am very much impressed with staff and the hospitality in adverse situations. My first stay last year was during a snow event (as it was again this year). The staff showed professionalism and were sensitive to my concerns and needs during my stay(from the management, Lisa to the drivers). I have become a SPG preferred member this year and plan to make this someplace I frequent as I try to find locations for relaxation (and quick getaway); as well as looking to plan an event here.
January 25, 2016
Rated 3 out of 5 by Littleredpoohbear123 In town for funeral
Heaters sound like a jet taking off very loud
January 24, 2016
Rated 4 out of 5 by Kathy68 Hotel trendy and pet friendly
We would have given this hotel a 5 star rating across the board but we asked for a late checkout 1pm and it was approved but housekeeping knocked on our door at 9am and woke us up! The front lobby offers complimentary coffee but only had French vanilla creamer I asked for regular in the pm and in the morning and staff not accommodating and just said no we don't have regular creamer, weird since our room had regular creamer but only enough for two cups!
January 3, 2016