The Westin Baltimore Washington Airport - BWI

To Anthony Cpuano, CEOMarriott:

I am a loyal Bonvoy member and spend north of $100k per year with Marriott personally and by my company. I was dropped off by my driver at the hotel. The driver didn't park and returned hours later to pick me up.

Today I got a "Courtesy note" from the hotel's parking vendor. They have an open lot not a garage. The letter demands a $75 payment for an $18 dollar parking charge. They also threaten to impound my vehicle and report me to credit agencies.

I went to the website listed on the threatening "Courtesy Note" and reviewed the posted pictures. The pictures show my driver driving the vehicle in the driveway, clearly moving, and not parked in a spot.

I called the hotel front desk and the employee refused to get a manager for me and simply insisted I had to deal with Marriott's parking vendor. At first she insisted she was the manager but then admitted that wasn't true.

I also called the Marriott 800 number and a pleasant gentleman took down the info but didn't sound very convincing that some one would address the issue.

The big issue isn't the $75 bucks but that a "Hospitality" company would threaten a loyal 30 year customer with impounding a vehicle and a credit report. Further, that the company's chosen vendor would take random pictures and try to fleece a customer figuring most folks just pay the bogus charge due to the hassle. Why would I do business with them going forward. I guess I should use up my bonvoy points and close my account.
Scott Rifkin
CEO Provider Partners Health Plan

The bed was very comfortable. The only downside is there was no microwave in the room. We had to go down to the lobby to heat up our food.

The cleanliness and comfortable

Very clean

The staff were extremely friendly and welcoming.

I had an amazing time coming to Baltimore and stayed at the Westin Baltimore Airport hotel. I live in Houston and came down for a business trip. First off all hands-down, I have to say Tamika and Shawnese were so amazing even the talk man, I think his name was Charles and even Bill the shuttle driver. The whole freaking staff that worked on October 31, 2025 through November 2, 2025 were amazing. Hotel was beautiful and clean, my room was nice too. The only thing I was saying negative about my room is I prefer my bathroom to be a walk-in shower not a step into the tub shower, call me bougie I don’t care that’s the only complaint I would say other than the house cleaning didn’t clean my room the next day, but Shawnese handle that.

I arrived early around 11 and my room wasn’t ready yet, but Tamika took my bags so I wouldn’t have to carry them around. Charles the tall man came to get me to make sure I got my room, I think he’s the manager. I hope I didn’t jack his name up, but he made sure I got my room around 1:30 before check in time. I went to the bar before going up to my roomto order some fries, but the lady disappeared and never came back so I wasn’t able to pay for my meal. So I went to the front desk to get my bags andlet Shawnese know that the lady never came back and I didn’t want them to think that I wasn’t trying to run out on my bill, but she was so kind and courteous and got my bags for me and told me not to worry about the meal that she will take care of it. These lady were so professional so beautiful, they knew my name I got locked out of my room, and didn’t have my ID on me, but she was able to look me up through the my membership. Shawnese allow me to check out an hour later from the regular checkout time she knew my name every time I came to the desk,. I just appreciate my entire stay there. Everything was amazing. I love the water with the fruits in it and the complementary breakfast along with the coffee the buffet although the buffet $30 for a buffet, but you can order off the menu too, which I did and I love the omelette. But definitely next year can’t wait to come back to the hotel. I highly recommend this hotel. The staff is what made the hotel even better! Thank you to Shawnese and Tamika C. for making me feel welcome.

Room was ok but service was terrible

The positive: The front desk staff was excellent. Friendly and efficient.

The negative: The “heavenly”bed was awful. Pillowcases were frayed and faded. Pillows were old, limp and lumpy. The elastic on the fitted sheet had given up long ago so it shifted around all night long.

I was only there for ~12 hours so it could have been worse. But when you are essentially there to sleep, the bed matters. I expected more from a Westin.

And when they overlook the big stuff, you start to wonder what else they’ve overlooked. (But you try not to wonder too much, or you’ll never get to sleep…)

They charged my room for parking, although my husband paid for parking separately on his charge card. Also there was no hot water. The hallway also smelled like dirty saltwater.

The hotel was busy and the staff accomodated well.

Much of our stay was wonderful. I wish the hotel had extra blankets that weren’t so scratchy as to be unusable (fleece plus industrial washing and drying is not a good combination) and I wish their employees had a little more polish in their customer service. I just got a surprise parking bill - a surprise to me because no one ever mentioned that parking is charged. When I called regarding the bill, the employee went through the motions “I’m sorry” but also “you should have seen the signs, they’re everywhere.”

Amazing

Certainly! Here’s a polished and professional version of your feedback for the front desk manager:

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During our recent stay at The Westin Baltimore near the airport, Shawnee delivered exceptional service with professionalism and warmth. She was incredibly accommodating, attentive to our needs, and went above and beyond to ensure our visit was seamless and enjoyable. Her dedication to guest satisfaction truly enhanced our experience, and we’re grateful for her outstanding hospitality.

Very clean room and friendly staff. Everything worked as expected.

The property is nice; however, it is short. -staffed. and they did not have a pool, but it was advertised on the website that there was one, which was disappointing. Suggestion: if you don't have a pool, take it off the site, as it is false advertising.
I liked the hotel, as it was convenient, as I was in town to attend a concert at the arena. The hotel was fifteen minutes away from the arena.

I’ve stayed at this Westin before and was admittedly underwhelmed so I did not have high expectations. The hotel is tired however it’s decently clean. The beds are comfortable and the rooms quiet. In the end, it’s fine for a quick overnight but I would not go out of my way to stay at or recommend this property.

This hotel would most definitely benefit from a refresh, it is plain and basic and really feels like they are just coasting off of the Westin name with no real desire to do anything to stand out.