Hilton Baltimore

The customer service leading up to our weddng day was nothing special. ALL of our guests booked rooms at this hotel and they were not willing to work with the bride and groom on a room discount. Emails regarding this were left unresponded until a day prior to the wedding?! This is supposed to be a nice hotel and I expected better customer service. Our guests that stayed at the hotel had incorrect charges from the bar ($150 tab that was not theirs for one guest!), one bartender kept complaining about working overtime to our party, and the other bartender could not be bothered serving us the night of our wedding.

Summary: I have a lot of experience at Hilton Hotels as a traveling consultant, have stayed in many of their hotels in many countries. Loved them all. Then this experience shook my faith in Hilton hospitality. I was looking at the site as a potential wedding base: big block of rooms, bridal suite, and brunch - aka BIG money, and was treated poorly (no confirmation of visit, 30+ minute wait, constant checking of her blackberry during appointment, no follow-up on questions asked) by the Director of Catering. I DO NOT RECOMMEND this spot for anyone planning a large event. Whole Story (likely only to interest brides and other event planners): My fiancee and I were considering using the Hilton Baltimore, Inner Harbor as our wedding party hotel block, bridal suite (overlooking Camden Yards), and brunch location (50+ guests). We had tried to make an appointment to view the suite and brunch venues and were directed by Sales Manager to make an appointment with the Director of Catering, Manager on Duty, let's call her M. M did not respond to our requests for an appointment via email the few days prior to our planned visit to Baltimore and as we were in the area visiting other wedding vendors, we dropped in at the Hilton anyways and spoke to concierge. They informed us that M had been notified we were there and would be down shortly. We waited over 30 minutes - during which time the concierge disappeared and we had no updates. When a different person came to the un-manned concierge desk, we explained our situation and he called M who was down in 5 minutes. M claimed not to have been notified of our arrival and did not recall being asked to have an appointment prior to our visit. Nor did she stop checking her Blackberry the entire 15 minutes we spent with her. She did not provide us with any pricing or catering details (we asked to see sample brunch options) nor did she offer to follow up with us on our questions. It has been 4 days since our visit and I don't think we will hear from her. Needless to say, this is not the sort of treatment I would expect from someone in hospitality, particularly when the customer is a HHonors Gold member looking to spend a lot of money.

I chose this hotel for my wedding and guest room block. Big, big mistake!! Go to the hampton inn instead! They were awesome, i actually got to meet the sales rep and they have much bigger typical rooms! They lost several of our families reservations more than once, they told my guests all the rooms were booked when they weren't, they changed sales reps in the middle and never let me know,they are horrible at returning emails and phone calls, 1-800 people angrily hung up on my mom when we were trying to confirm our rooms, the suite did not come with a fridge- you have to pay even more for them(you would have thought they would have thrown that in there will all the buisness we were giving them) , we couldn't get into our bridal suite until 3:45- check out is at noon...., they could only guarantee one early check in -and that was because they were a hilton honor member - we had to wait in one room with all of our wedding stuff and family and bridal party while the rushed to clean it for us, they wouldn't charge the parking to the room for my vendors, several guests keys did not work,...very unorganized and by no means do they bend over backwards to help you... very frustrating and they did not live up to the hilton name the only good parts: the suite overlooked camden yards- where we were getting married- and the doorman/porters and cleaning staff were very helpful, thats about it The hotel is too big and has lost what hospitality and customer service truly mean. You seem to get the better service only if you are a honors member or you mention your lawyer.

very nice