Worst Experience EVER!
I reserved 6 rooms back in January. On June 23 I had to cancel 2 of them and change one to just Tuesday. I also had to change our arrival date from 8/5 to 8/6 to accommodate our travel needs. However, Andy, at the 1-800# told me that she was unable to change the date because it would have done something in the system and she would have to send a message to the front desk clerk at the actual hotel to update our arrival date. (3rd attachment). I called back on the following Tuesday to the front desk to confirm it was done and the front desk clerk confirmed that all was ok, and I asked her to resend the confirmation and she said she was unable to do so. I felt confident enough that her verbal confirmation was enough so I didn’t push the issue on the email.
I received an email on Thursday August 2nd and it showed we were to arrive 8/5. So I called the front desk number (410-752-1100) to advise them this was incorrect. The front desk attendant (sorry, didn’t catch her name) advised me I only had one room reserved. Excuse me?? She said yes, it was originally booked for 4 but the others were cancelled. How is that possible?? So I asked her how we are going to fix this and she said she would transfer me to reservations because it was too much for her to handle. I asked her to repeat herself because I was stunned at her answer, and she said it again to me, followed by…I’m the only one here and it’s too much to do that, so I’m transferring you to reservations, thank you and have a good night CLICK! 
WHOA- that was rude. I was transferred to the reservation line and I was having to fight back tears because I was so upset and VERY worried that we would not have rooms. Thankfully he was able to assist me THANKFULLY. He was great and got me all set up with two more rooms. KUDOS!!!
It’s a good thing I called that night to confirm or we would have been up a creek. Especially if I had arrived with this girls I’m chaperoning after driving all day with no place to stay. That would have been no good. After having to struggle with your reservation desk attendants (both the ones that made the error and cancelled my rooms and the one that transferred me because “it was too much for her to handle” I was very dissatisfied with that whole process.
I will say that your reservation reps at the 1-800 # have always been very nice and helpful, KUDOS to them. 
We showed up on Monday to find out we had four rooms reserved?? What is going on? After almost 30 minutes your front desk attendant was able to adjust things so that we had the three rooms we needed for the 6 days we were staying, plus the 1 night for my friend on Tuesday night. We got the keys and headed to gather everyone up and head upstairs. The bell hop Ahmed advised us that he must help us upstairs if we are using the cart. He then proceeded to ask me what room we were in. My reply was “323, 324 and 325 South Tower”. He said, “just tell me the room”. I replied “I did, 323,324,325”, he said “NO, just the room #” I replied again, “323, 324 and 325”. He said, “which tower”. At this point, I realized he wasn’t listening to me and wanted to rush me upstairs. I told him again, 323, 324, 325 South Tower. He finally started pushing the cart through the lobby, around the corner, down the hall and to the elevator. I had my 78 year old father with me as well as the students I was chaperoning so, the other Mom that was with me walked with the girls and Ahmed to the elevators quickly. It took my dad and I a little longer to get there, but two of my girls were still waiting for an elevator when we arrived. They informed me that he wanted to ride up alone with two of the girls and my chaperone said that wasn’t a good idea (really, two young girls riding with a strange man doesn’t make sense in any circumstance) so the chaperone rode up the elevator with two girls. Ahmed said to two of the girls that were in the elevator “you and you (pointing to two of them) get out” and he pushed in with his cart. The girls and Debbie were shocked at his continued rude behavior. Dad, the girls and I rode up shortly after. When I got off the elevator Ahmed again said “what rooms are these going to?” I told him again, 323, 324 and 325. He said, Just give me the keys! He took the keys from me and pushed his way over to 323, “what goes in this room?” My Dad pointed to his hanging bag and suitcase, Ahmed put them in his room. At this point, the girls had emptied the rest of the cart and Ahmed left.
Phew- that was a fiasco. We are now in our rooms.
The girls come in- there is a big green “paint like” stain on their comforter, toothpaste on their door to the bathroom and dust all over their dresser. I began to look around my room, dust on all of the furniture, smudges on the windows (inside), trash on the floor under the desk and TV, the upholstery on the ottoman is stained (to where we don’t want to sit on it), the inside of the toilet was dirty (like it hadn’t been brushed clean in the bottom of the bowl), the shower curtain was stained red in the corner (blood? Or nail polish, regardless, gross!). Then I went to my Dads room 323, there was what appeared to be toothpaste spit on the wall behind the sink,and again dusty furniture. The carpets in all of the rooms were stained and appeared to be dirty. The walls didn’t look like they had been wiped down since they were wallpapered.
Here is my thing- I am spending $160 a night to stay (times 3) and I feel like I’d have a cleaner room at the Econolodge down the street from my house for $39.99 a night. I immediately called the front desk and asked for a housekeeping manager to come up and visit. The front desk attendant said certainly. 20 minutes goes by and they called back, I’m sorry, appears we are short staffed, do you need towels or something I could bring to you? I then started to list the items that I found to them and they put me on hold. The manager took the phone and asked me what was up. He listened while I listed my complaint about the Bellhop through my complaints about the rooms. He did send up the housekeeping supervisor. She came up and we went over my concerns. We headed out for dinner and she said she would clean things up. The girls got a new bedspread, but nothing changed in the room that I could tell (they did leave a rag and a bottle of cleaner- was that so we could clean to our standard?). We were so tired at this point, it wasn’t worth the fight. The manager never called back to check on us and we just went on about our night.
The next day we called and asked about getting 2 extra blankets. They were immediately brought up. Well let me tell you, the girls opened one of the blankets…can you believe it had dried blood stains on one side, so it wasn’t even washed from the last user. So we called back downstairs and they brought us another one. WOW- makes me feel so confident in the cleanliness of this establishment, makes me shiver.
When I woke up in the morning, the sheets had come off the corner of my bed (325) and there was a HUGE stain on the mattress. Now I’m really grossed out because there wasn’t a mattress cover on the bed, so everytime I slept the sheet came off the corner and I felt like I was going to have to sleep on whatever stain that was. Disgusting!
The air conditioning wasn’t on in any of the hallways nor was it cool in the conference rooms we were in during our stay. It was so hot 
The remainder of our stay was uneventful. But again, no one called to see if we were happy with our rooms especially based on what we discussed with the manager.
Now- check out morning. Our bill was wrong. There was a valet car on every room and we were charged $32 a night for parking when we were promised $24 (after taxes). I still don’t think the ticket is actually correct but I was ready to just go. They did remove the extra valet charges.
From start to finish this experience has been crazy and very disappointing. We travel a lot and never have we had such an awful experience from a hotel. We spent over $3000 at their hotel and I feel like I received nothing greater than a $647 Econolodge trip. I’m very sad and discouraged.
The housekeeping staff was very friendly as were the valet!