Red Roof Inn PLUS+ Baltimore-Washington DC/BWI Airport

As a business owner, I'm real big on the whole customer service experience. Overall it was a great stay, with the majority of the staff being polite and attentive. Within customer service I understand and respect the whole corporate structure of policy and procedures, but at the same time good customers service takes a huge balance of common sense. There were a couple of staff members that need to retrained, trained or made more aware of how valuable that simple asset can add to the customer service experience.

Im very frugal, when it comes to spending my hard earned money, but I'm far from being cheap, I selected Red Roof Inn for the price and convenience. What I don't like is being talked to in a condescending way by someone that feels privileged to wait on you, when you're spending your money. A couple of staff members had very rude tone and temperament and were tone death to good customer service. Although management got involved and most impressively took responsibility and offered to make things right with a discount and upgrade, which was a positive. Other staff members saved it from being a nasty situation.

The room is very comfortable and it has a good layout, a few detail not too good like extremely dusty by the curtains rods, are upper heaters plus the paint on heaters is all coming apart. Some water spots on the ceiling, bathroom wooden mirror frame in bad shape, little fixable detail that would help your reputation.

The hotel advertise to be a 100% smoking free, they would supposedly charge their guess if they smoke within 50 feet of the hotel property. Well. They need to get better smoke detectors. The bathroom ventilation/odor extractors are obviously all connected so when I get back from outside my room smells like a dirty ashtray, I have to cover the vent, I told the from desk. The smell cigarettes and mariguana on the catwalks is unbearable. The location is great and the hotel and staff members are nice but the smoking issue make me decided to move to the hotel next door for the 2 weeks left that I have here. Also the stairs by the elevators are stinky like urine and dirty. It is unfortunate because like I said before, the hotel is nice and the staff members are very cordial and attentive.

I like the closeness to the airport and public transportation and that they had shuttle services to and from the airport and rail stations, AMTRACK and LIGHT rail. The Staff were extremely helpful and friendly to me during my stay.

What I thought could have been better is a greater selection of Restaurants and Food outlets in the area, but that is not the hotel's fault, that is just the way it is in the region.

The hotel is perfectly placed and priced for a one-night, no-frills stay near Baltimore/BWI. The room was very clean, the property is well-maintained, and the staff is very friendly and professional. There are nearby hotels with great menus and bars, or a McDonalds if one wants something quick to grab and go. The towels are of a nice quality and plentiful. There is also a well-stocked vending area with a microwave.

The electrical outlet beneath the desk was loose so the lamp kept turning off and on, requiring jostling the cord into position to keep it on. The in-room coffee maker was broken when I arrived. The tub was a bit slow to drain when showering - easily overcome by rinsing feet before stepping out of the tub.

I was exceptionally pleased with the management who upgraded my stay to the highest plus level. The bed was exceptionally comfortable, the room was always very warm, the bathroom water very hot, the cable TV abundant, and also it was delightful to have boxed snacks! The housekeeping staff as well as front desk staff were always friendly and available. And very respectful!!

The lan line phone in the room stopped working during my stay. Also, the toilet in the bathroom kept running and was noisy. Both issues were resolved by maintenance te however.

You guys have better rates than most places and also allow pets which a lot of places don’t and it’s very convenient for us pet owners 🙂

I was on the third floor and the ice machine hasn’t worked since I checked in which has been 4 nights now so I’ve had to walk all the way to the office a few times a day to get ice. Also the elevator wasn’t working all day today which kinda sucks when you have your hands full of things.

The ability to obtain a room at the last minute, it's convenient location to the airport and the very early shuttle service back to the airport.

The stale smoke smell in the room. However, I understand these older facilities allowed smoking in the room years ago and trying to get rid of the smoke smell now is next to impossible. The room was very clean and I LOVED the treats (gift box) that were available to us.

Good value for money if you need to spend a night before flying off Baltimore.

Only sunlight blocking shades are on the window, No curtains. You either have no natural light or your entire room can be seen by people walking by, as windows face the corridor on each floor.

The beds were super comfortable and the linen was superior. The room had a microwave and refrigerator. Also an iron with ironing board. They also provided in the refrigerator a gift box with water, popcorn, Capri sun, box of raisins, granola bar and rice Krispy treat. They provided free shuttle from and to the airport/ metro station. They also provided free shuttle to the link, from there we caught a train to the Inner Harbor.

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The front desk workers where very professional welcoming & had great customer service that i have not seen in forever, thanks for my stay here even better than expected, this goess out to the tall light skin guy that normally works night shift & the female manager that works am shift, kudos to the both of you.

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