SpringHill Suites Baltimore White Marsh/Middle River

I wish I had read the reviews regarding Maya, the GM. Her, along with some of the other front desk staff made our stay unforgettable for ALL THE WRONG REASONS. Initially, our stay was without complaint. The room was nice. I like the layout of the room. It was clean and quiet. For sleeping, this hotel served its purpose. Originally, we booked three nights, but needed one additional night. We asked the front desk about the additional night. We were told that we simply need to 'check out' and 'check in' again. I asked if this would be the same room. I was told, yes. So, this is exactly what I did. On the last morning (9am), we get a knock on the door. The house keeping told us that we needed to move rooms because workers were scheduled to do work in this room. I explained that we were not ready to leave, were not told about any work being done and my wife was actively working (online) and couldn't just stop working. Then I get a call from the General Manager. She tells me that we needed to leave the room immediately (10am). She complains that she called our cell phone to tell us about the work being done, but we didn't answer (no voicemail left). I tried to explain that we were planning on leaving at 11am. We hadn't packed or prepared to leave yet. She told us that we needed to leave, or she would call the police. The level of unprofessionalism was the worst that I have ever experienced in ANY hotel. The GM failed to give us adequate notification, tried to blame us and was not amenable in any way. She simply displayed her poor attitude. I called Marriott regarding this experience and got no satisfactory explanation for such treatment. READ the 1 star reviews. They all have a common denominator. The staff/GM (Maya) let this property down and will let you down too, if there are any problems. Look elsewhere.

Warning - Unsatisfactory Experience I feel compelled to share my recent disappointing experience. My stay was less than ideal, marked by various hotel issues, that significantly impacted my overall satisfaction. What particularly frustrated me was the apathy and lack of adequate response from the General Manager. Despite being a Marriott bonvoy member and reaching out via email, the response explained the events, stating that the hotel had "fixed the problem." However, no compensation was offered, which, to me, reflects a poor and handling of the situation. My intent in raising these concerns is not driven by a desire for compensation but rather by the principle of addressing customer grievances. Regrettably, this experience has led me to the decision this hotel is Marriott by name only. I believe it is essential to inform others about my negative encounter. While I am not one to complain, I felt the need to share my experience to alert fellow travelers about the shortcomings I encountered during my stay

You expect Springhill Suites to be a little bit better than the others. This location was a little disappointing. The rooms were clean, quiet, and well laid out as usual. The staff was exceptionally friendly and the breakfast was good, including scrambled eggs and home fries that some Suites don't have anymore. However, there were some maintenance issues. For a newer hotel this was surprising. One of the two elevators wasn't working, our sink faucet didnt open up all the way, and worst of all for a hotel, the TV satellite didnt have a signal. We asked about it and were told the provider was having problems.

I thought it was a fairly new hotel, everything was nice and clean, wear and tear was not apparent. It lacked the convenience of digital check-in and keyless entry. Standard offerings on the breakfast buffet; everything was hot and fresh. We were sharing the room with other family members, so the opaque door on the bathroom was weird. I don't need to see my family member's naked silhouette, lol.

We tried to check in with our Trained Service Animal (NOT an Emotional Support Animal). When we informed the front desk person that our service animal was not an Emotional Support Anomal, she went around a wall and spoke to a person she called the general manager who apparently told her that they do not allow emotional support animals. We once again informed her that our animal was a Trained Service Animal, and we had the documents to prove it. The front desk person disappeared behind the wall and did not return. We sat down in the lobby to contact Marriott corporate. In a few minutes a police officer showed up. They called the police on us! We never raised our voice. We were never abusive in any way, and they called the police on us. This “general manager” never came out to speak to us. We don’t know if this was a man or a woman. They would never give us this person’s name. This is shameful.

Room carpet smelled of urine causing headaches overnight. Wrote the manager who said she could do nothing for us, 2 weeks after I wrote about it. Extremely disappointed. As a bonvoy gold elite member this was a downgrade, not an upgrade. Do not recommend.

After our horrendous stay at the Hampton Inn in the same area (White Marsh, MD, see my review and pics on that one), this hotel renewed our faith. Super clean, great staff, will definitely stay again. Hotels have to understand that cleanliness is a top priority with travelers and this hotel gets it.

My wife and young kids stayed just to sleep for one night on a trip back from South Carolina to New York. My wife had driven 10 hours and didn’t notice that one of the wall sconce or bedside lamps had been broken by a prior guest. Long story short – Marriott charged our family $1,000 damage waiver fee and stuck to it even after we elevated it to management and corporate. A sickening and disgusting display of corporate greed and lack of human decency. They preyed on a tired mother as I am sure they were just waiting on the next person to just sign the waiver and not report the damage. Still makes me sick to think about it and see the charge on our statement. We will not stay at this or any other Marriott. This is how they treat people.

We stayed at this hotel in 2021, and the experience was good. It’s a newer property, and the room was fine. It’s situated near a cool restaurant, Michael’s Cafe. Based on this prior experience, we decided to book again for a night (April 9, 2022), while on our way to Hilton Head. In the beginning, the experience was fine. Our room was ready, and we again went back for an early meal at Michael’s Cafe. After driving 500 miles, we retired early. At around 11:00pm, the constant talking in an adjoining room began. It continued to the point that I needed to call the front desk. They said that they tried to calm down the guests, but it never stopped. At midnight, I went back down…..no success. At 12:30, visit number two brought out security to check. No results, again, so I called Marriott Bonvoy. As a Titanium member, someone is on call 24/7. They called the desk and was told that two security visits were unproductive. The best solution by the front desk was for us to move to another room at 1:15 in the morning. After driving all day, this was not acceptable; we just wanted the noise to stop! Alas, facing the reality of a sleepless night before another 500 mile trip, we relented and moved to another room, about 8 hours after checking in. Here’s what frustrates me: I sent an email to the General Manager, and she did not respond until today, when I needed to the Bonvoy Titanium support to follow up. The response did explain the events, and the bottom line was that, the hotel “fixed the problem”, so there was no compensation offered. I didn’t do it for the points, but it was a poor (and late) response from the General Manager. To me, it’s the principle of the thing. I will never stay at this hotel again, and I wanted to let people know of my poor experience. I am not a complainer, but I needed to let people know.