We recently stayed at this hotel the night before our flight out of BWI. We have stayed here before and enjoyed it too. The rooms are big and give our family enough room to spread out. The kitchen has a full size fridge, stove top and microwave. It is nice to have the ability to provide our own meal. The one disappointment is that they only have wired internet! It is a small inconvenience, but something I expect out of a hilton brand hotel. We are loyal Hilton Honor members and just couldn't believe the hotel didn't have wireless. The breakfast was fine and suited our family for a quick bite before heading to the airport. Staff was friendly and accommodating. Will stay here again.

Let me start by saying that I made a mistake with a reservation yesterday. The new and improved Hilton HHonors website is very confusing because of the process required to confirm a reservation. Once you have accepted a rate and property you have to scroll to the bottom of an additional page after you make the reservation to actually confirm the reservation. I missed that step because I was in a hurry and, as a result, my hotel was not confirmed. I thought I had booked a King NS suite at the Homewood Suites Baltimore BWI Airport at a AAA rate of $132.05 for one night. My arrival was supposed to be last night (12/14/2011).

I drove from NYC to Baltimore to check in at the Homewood Suites BWI. When I arrived they could not find my reservation and I instantly knew that I screwed up. The young lady (I don’t recall her name, but she was the only person working the desk) at the front desk was very pleasant, but told me there were no King NS suites left for the night (I arrived around 9:00 PM) and the best she could offer was a King (non suite) or a Handicapped non suite. Both rooms were well over $200 for the night.

I pointed out that my original reservation (or what I thought was my reservation) was $132 for the night and asked if she could match that rate under the circumstances. I identified myself as a Diamond member and explained what happened. She was polite but unwilling to budge on the price or the room type. So I asked to borrow a key to use the Business Center to find another hotel. There was no one else in line at the front desk but she did not offer to call any other Hilton properties in the area to help me find another room. Oh well, I'm a big boy and I can find my own hotel room.

When I shopped for hotels near BWI on www.hhonors.com, I found the exact room and rate I thought I had booked earlier in the day at the Homewood BWI - $132.05 for a King NS 1 BR Suite. I confirmed the reservation this time for a King NS 1 BR Suite and walked back out to the front desk with my printed confirmation. I showed the desk clerk my printed confirmation and she could not figure out how I was able to book that room at that price. She told me again that there were no rooms left for the night and chalked it up to the same concept as airlines overbooking flights. What?!?!? She was not going to accommodate my confirmed reservation and still did not offer to help find another hotel.

So this time I asked her to make some calls to find me a suite at the price she was unable to honor. While she did eventually find a suite for me at the Embassy Suites BWI, it was not because she made a valiant effort to make sure I was not charged more. She simply called and got an excellent employee on the phone at the Embassy who was quick to offer to match the rate and hold a King NS Suite for me. I had to stand at the desk and coach her through the process of finding a room for me and getting the same rate that was confirmed at her property.

I'm glad the Embassy Suites BWI quickly agreed to honor the rate because the Hilton guarantee says the Homewood would have to eat the difference if they were unable to honor my confirmed reservation. I'm sure that would have been a time consuming discussion with this desk clerk.

The employee who was helpful at the Embassy Suites BWI is Jeremy Conroy - he is the Front Office Manager at the Embassy Suites BWI. Jeremy had my room ready when I arrived and could not have been more helpful and considerate.

So I will rate the Homewood Suites BWI at the lowest possible rating for not honoring a printed confirmation and I will write a quick review of the Embassy Suites BWI and give them the highest rating for doing the right thing and helping a loyal customer in need.

One night stop over to catch a flight out of BWI. OK hotel for the area but I have stayed in many Homewood Suites that are much nicer. I have found that most of the Homewood properties are very nice and above average. This one is not. Very convenient to the airport. Free parking. Breakfast OK.

Stayed there before and prior experience was much better. Property is showing it's wear, you can tell my room had been repainted more than once, the tub had been repaired (and it wasn't a good repair) and the bath sink was broken in several places. Tack on to this I could see something on the floor in the bathroom and I wasn't pleased. I did sleep well and the room was quite, but I'll probably stay somewhere my next visit.