Hilton Garden Inn BWI Airport

Stayed 3 nights at the Hilton Garden Inn BWI and it was a frustrating experience from the moment I walked in.
I checked in through the Hilton app ahead of time and selected a first-floor room. When I arrived, I still waited 25 minutes at the desk — only to be told my room had been given away. Staff blamed a system outage, but they had a printout showing me assigned to that room. I was moved to the third floor and told my keys wouldn't be ready for a few hours. I came back at 10 PM after a baseball game and waited another 45 minutes just to get into my room.
The room itself wasn't much better. There were stains on the sheets, the blackout curtain was damaged, and the shower wall hadn't been cleaned. The hot tub in the pool area was out of service, and my key wouldn't open the pool doors. There were also unattended children in the pool area with no staff oversight.
Service was slow across the board. Calls to the front desk went unanswered. When I passed two housekeeping employees on my floor and asked for a few washcloths, I was told to go down to the front desk and get them myself.
For a Hilton property, this fell well short. Two hours of my first night were spent waiting on a room I'd already booked and selected in advance.

The hotel was always cleaning.

We booked this hotel for the weekend because, although it was more expensive than the surrounding hotels, the listing advertised parking and breakfast, which made it seem worth the extra cost.

When we checked in, we were told we had to pay for parking. While this was disappointing since we expected parking to be included, we paid without complaint.

After returning from an event that evening, we discovered the hotel parking lot was completely full, despite having already paid for parking. When we called the front desk, we were instructed to park in a different lot that wasn’t even on the hotel property. Paying for parking only to have no available space at the hotel was extremely frustrating.

The next morning, we went down for breakfast, believing it was included with our stay as advertised. We had already started making our plates when a server informed us it would cost $15.99 per person. This was surprising because we were told at check-in that breakfast was included.

Overall, the biggest issue was the misleading information. We specifically chose this hotel and paid a higher rate because of the advertised amenities, only to find that we had to pay extra for parking, weren’t guaranteed a parking space, and breakfast was not actually included. We hope the hotel updates its listing and communicates these details more clearly so future guests don’t have the same experience

Breakfast was so so

Excellent breakfast!

Amenities were great. Pool was enjoyable. Room was nice and clean.

I loved everything about this properly it was very nice the staff was really nice and friendly .

The bed was extremely comfortable. The lotion and body wash as well as the shower gel provision was excellent.

Location and was clean

It had free breakfast and was half way to our destination! It had a restaurant so we didn't have to leave and drive again to go eat.

Everything was great 👍 the pool in the hot tub was wonderful. The room set up was nice.

Very clean and neat staff was pleasant

Pool hot tub

A big disappointment. Even though the website said complimentary parking, we were told parking was $5/day. hmm, that's a bummer, but sure, just add it to my room. Nope. They can't add it to your room; you have to download an app that collects all your information. (And what's weird is the app never confirmed how much or how often we would be charged.) We asked the front desk guy, but he didn't really speak English and just said we had to pay it.
Once inside, you can tell this hotel has seen better days. It's fine, but just average. The air conditioner doesn't work very well, and the room is pretty humid.

Our room was comfortable and clean. And the cafe served delicious food late at night, and early in the morning. The staff was very welcoming. When their airport transport van was not available, they arranged an uber for us.