After reading the reviews describing the hotel as nice enough, but the service as poor, I booked a room for my five-year wedding anniversary thinking, "OK, the room will be pleasant and clean, and for $157/night (AAA rate), we can work around the service." Well, I can't say enough good about all of it -- INCLUDING the service. Everyone was friendly and helpful, even in the midst of the check-in rush, and we felt well cared-for and appreciated. The room was beautiful and clean, with crisp, contemporary decor and a great flat-panel TV. Well-insulated, too -- we heard no hallway noise, and only minimal street noise. Loved the area; Harbor East is very nice, and a welcome escape from the touristy madness of the Inner Harbor. The hotel is only a block away from the water taxi (which is, to my mind, the best way to get around the harbor area), and there's a fantastic Irish pub, the James Joyce, right across the street from the hotel. I'd gladly stay here again (although, sadly, the harbor views will most likely be gone once the Four Seasons hotel goes up right on the waterfront).

I recently stayed for a few days with my mom (me for business, she to just hang out). I generally agree with the other reviews. It's a good place to stay as long as you don't have to deal with the service (i.e, it's great if you stay regularly as a biz traveler).

Positive:
- Fantastic location. Little Italy one block away, Whole Foods across the street.
- Free access to the state-of-the-art Maryland Athletic Club in the same building, including 3 pools, whirlpool, new equipment, and classes. My mom was in heaven!
- Very clean, comfortable, modern rooms (a bit on the small side)
- Well-insulated, no noise even though we were by the elevator
- Free and fast internet, comfortable Herman Miller work chair

Need to improve:
- Customer service. They definitely seemed clueless and/or not very friendly. The airline had lost my luggage for over two days, so of course I would call frequently to see if they had delivered it. Every time they picked up the phone, they seemed annoyed that I called. Huh? Also no one told us about a) the fantastic gym, nor how you get to it, b) the parking garage privileges, c) anything nearby. Very unhelpful.

I would definitely stay there again, if only for the gym and location, now that I know enough to not have to talk to anyone there. Also be warned that the views may not last because they are building a Four Seasons in front of the hotel.

Came down with husband and 9 year old daughter for a weekend from Boston for our very first trip to Baltimore to catch a Red Soz vs. Baltimore Orioles game at Camden Yards.

Check in was smooth, front desk clerk acknowledged that we were Hilton Honors members. He also asked disinterestedly if this were our first stay at the hotel (as if this were something that he had to check off as part of the check in process) when we said it was our first time he disinterestedly welcomed us to the property with out eye contact and as if this were also part of his check in script. We had to ask for a pool pass, which we later found out was only good for 2 people for 1 day - he did not bother telling us where the pool was or how to get to it.

We had a room with 2 double beds on the 9th floor which looked out over a courtyard which you could access fron the 8th floor. The room was clean and furnished with a microwave, small fridge and coffeemaker.

We ate breakfast 2 mornings in the restaurant. Breakfast buffet had a nice variety and you could get eggs, waffles and pancakes cooked to order. Staff was very friendly and there was always plenty of seating and food available. The coffee however, was according to my husband "just wrong" and undrinkable the first morning. Thankfully, there was a Starbucks right next door to the hotel.

The best part about the hotel was it's location in the HarborEast area of the Inner Harbor. It is within walking distance of Fells Point, Littlle Italy and Water Taxi Landings Pier 7(the closest one) and Pier 5, which we walked to/from on our last day to the National Aquarium.

The Lobby of this hotel is gorgeous and upon arrival, we thought this would be a great place.
Well, as soon as we reached the guest service desk, I could feel major tension in the air!
There were no friendly smiles, no Thank you's for choosing their hotel. I asked where the parking garage was and the young lady handed me a piece of paper. I read the piece of paper, but as we were never in this area before, I felt more secure with a verbal direction. She told me that if I read the paper all of the information is on there, and proceeded to tell me that I would have to obtain a ticket from them. I asked where may I get this ticket? and she firmly said, "If you'll let me finish, I'll tell you."
At this point I was very uncomfortable with her ATTITUDE as I did not have one or intend on giving one! Then I niceley asked may we check in. It was only 2 and check in is at 3. I did not want to go up to the room right away, we just wanted to get all of the paperwork rolling so we could just start enjoying the harbor. It was a beautful day and the next two of our stay were going to be rained out. She asked my name and then said we have a King sized bed room available. I asked if there were any two bed rooms available as we were traveling with our two children & I did request it ahead of time on my reservation. She then said,"uhhh, hold on." and walked away behind a closed door. Now, I was standing there waiting with no explaination as to where she was going and how she would help us. I was very frustrated, but stayed calm. About 9 minutes later, she returned and said, "someone is on the phone cancelling a reservation, come back in a 1/2 hour and I'll let you know what's available."
You can imagine how upset and annoyed we felt. We finally were able to check in at 4:00 p.m. What a waste of good time! More annoying was the fact that other guests were able to check in before 3. One guy even accepted a tip & then checked someone in before 3. Were we supposed to pass him $ in order to get customer serviced correctly? The nightly rate was more than enough to get that for free.
We have stayed at many hotels and I was just at the HGI in Owing's Mills, Maryland over the week. The customer service there was above and beyond from the moment we walked in the door!
The breakfast was pricey and the staff there were also unfriendly. Maybe these people were understaffed, but that is no reason why anyone should have a miserable expierance! Lack of staff planning should never become the Customers issue!
The hotel is very clean and nice. It is in a great location as well.
My concern is that since it is so NEW, what will happen when things start to look OLD as they will? They invested in good house keeping & great rooms. I feel the owner should highly consider investing some time & money into CUSTOMER SERVICE training just as well! I won't be back there, my family won't be back there and neither will anyone I know! I will definitley find a hotel where I won't be made to feel as if I or my family are just walking objects in their hotel. We felt comfortable in our accomadation but the rest was a miserable stay! We received better customer service at the attractions!