I could not have asked for a better room than the one in which I stayed at this Hampton Inn (well, for a hotel in this range, anyway). It was large, comfortable, well-designed, well-furnished, and totally comfortable and quiet--just perfect for a business stay. There were small touches that made it seem far more "upscale" than the usual Hampton (and I am a fan of this chain in general)--even the way the towels were folded and stacked was done with care (and with convenience in mind). I was surprised only that there was no wireless access in the room--wired access was free, but wireless was available only in the common areas. Special requests were handled with courtesy and efficiency, and I was glad that there were options for microwaveable meals in the convenience shop in the lobby (although a few more low-carb options would be appreciated--WAY too much tempting ice cream and not enough "healthy" selections there, I think). The airport shuttle was quick and convenient, too.

The staff was great, the room was clean, nice, etc. I had no complaints until... I had an early flight out of BWI the following day, so I stayed at the hotel for one night and took the shuttle to the airport the next morning. Everything was fine and I was so pleased that they had the 10 day free parking deal. Only problem was when I flew back into BWI and called to catch the free shuttle back to the hotel to get my car. I was told that the shuttle was broken. When asked about options they said "you can call a cab." Um...my first thought was that a hotel that close to rental vehicles could have a back up. I ended up paying a cab $25 to return to my car. So much for free parking and free shuttle!

Very nice, friendly reception. When they mysteriously had lost my reservation, they were very apologetic and put me into an upgraded room. Free wireless internet, good breakfast. They need to relook their beer selection at the complementary manager's reception each night: Bud Light, Coors Light, and Miller Lite...seriously? Maybe at least one decent choice, even a Sam Adams would've been nice...heck, I would've settled for a Michelob, for God's sake! So-so fitness room, pretty limited. Great access to Arundel Mills mall, therefore staggering distance from Duclaw's brewpub!!

I spent Thanksgiving day and night at this hotel. I had only booked for one night, but with most Hilton properties, if a room is available, they will kindly check you in early with no penalty. I knew I was going to be arriving REALLY early, around 2AM, so I knew the odds of me being allowed to check in without some sort of fee would be slim, so I called the day before. I spoke with a Front Desk member who told me that since they had plenty of rooms, it would be no problem, that they would be happy to check me in extra early free of charge.

That did not happen!

I arrived at 2AM, eager to get to sleep since Thanksgiving was that day. The night manager told me he would be charging me an extra night, even though I had spoken to someone else earlier that night. He told me he could not waive the fee, that I would need to speak to the GM on Friday. Fine, I agreed to speak with her on Friday.

Friday morning came, and the GM was not available. I explained my situation to the front desk associate before I checked out. She said that there would not be a problem, and that the GM would most likely refund me the fee. I asked her to call me when she decided because the GM would be in shortly. About 4 hours passed, and I called on my own. The lady with whom I had spoken that morning told me the GM had waived the fee. That would have been just fine, except that when I checked my credit card statement a week later, the charge had not been reversed. When I called to check if the fee had been waived, I was told that it was not!!!

I left a voicemail for the GM the next morning. It took her 3 days to respond and she finally did waive the fee. This was a really obnoxious process, and I highly doubt I will stay there again if this is the sort of service they offer. This was only a minor problem, so I was able to be patient, but if this had been a major problem, I can only imagine how the staff handles it.