Best Western Plus Best WesternI Airport Hotel - Arundel Mills

Avis

• AS

  Artur St

  3 days ago
  1.0
  This was, without question, one of the worst hotel experiences my family and I have ever had. The problems started immediately. The refrigerator in our room was broken, and despite reporting it, nobody came to fix it during our stay. I eventually repaired it myself. The windows were so dirty that it was difficult to see outside. The swimming pool, which was one of the main reasons we chose this hotel for our children, was either overcrowded, dirty, or closed for most of our stay. After a children's party, the water remained dirty, toys were scattered around the area, and no effort seemed to be made to restore the facility to an acceptable condition. The breakfast was extremely disappointing, the room amenities were inadequate, and basic guest requests were treated as an inconvenience rather than a normal part of hospitality. However, the worst part of the experience was not the condition of the hotel—it was the behavior of the staff. When I politely asked about the pool and why it was still closed well after the stated opening time, I was met with hostility, disrespect, and threats. A receptionist told us that if we did not like the hotel, we could leave. She further stated that if we continued to complain, she would throw us out of the hotel. Being threatened with removal from the property while traveling with children simply because I raised legitimate concerns is completely unacceptable. The situation escalated to the point where a manager later informed us that we were expected to leave the hotel immediately because I had allegedly been rude to the receptionist. When I requested that they review security footage, review my own recording of the conversation, and speak with witnesses who were present in the lobby, the matter was suddenly dropped. What I experienced was a combination of dishonesty, incompetence, poor management, and deeply unprofessional behavior toward paying guests. No guest should be insulted, threatened, or treated with contempt for asking reasonable questions about advertised amenities. The most frustrating part is that this could actually be a decent hotel. With proper maintenance, competent management, and staff who understand basic customer service, it could provide a pleasant stay. Instead, the behavior of the employees completely overshadowed any positive aspects of the property. I travel frequently and have stayed in hotels around the world. I have never before encountered staff who were so quick to threaten guests rather than solve problems. I cannot recommend this hotel to anyone. If you value professionalism, honesty, and respectful treatment, look elsewhere.
• SS

  Steve Sorrow

  Jun 12, 2026
  4.0
  Very nice rooms in quiet yet convenient location with shuttle to airport. Door propped open to exercise room because HVAC for that room wouldn't run. OK for me, but some may prefer it a little cooler to work out. Otherwise, a good hotel and priced below the competition.
• SM

  Sandy Mongold

  Jun 4, 2026
  5.0
  We stayed and use the shuttle to the cruise port as part of the park sleep cruise program. Everything was wonderful and smooth and support for the shuttle was great. We had basically no wait going or coming and our car was safely kept for our return. Will definitely use again when cruising from the Baltimore Port or flying out of BWI.
• PE

  P E

  May 31, 2026
  2.0
  I've been coming here for years, but the quality has dropped. It's turned into a black party hotel where they use the free shuttle to get to their cruise. The hallways and elevator stink like pot, and there's lots of noise in the hallways around bar close. Easy fixes: * start charging for the shuttle. This will deter the riff raff right off the bat. * start getting the police involved and removing the people smoking and vaping in the rooms. Do 1 round to check every night, 2 on weekends. * require a few hundred dollar deposit. You lose it if you are smoking or vaping.
• FL

  Fat Louie

  May 30, 2026
  4.0
  The hotel is nice and quiet which is a giant plus. You can actually sleep. Its clean. The only failure is the pool. It's May and 70 degrees and chilly outside. The pool heat was not on and neither was the pool room heat. We couldn't even go in. My grandkids were freezing and so was I. It wasnt at all enjoyable. Well I picked an indoor pool for a reason and the pool should be heated in May especially when it's been between 50 and 70 degrees most days recently. So we couldnt use the pool at all. No one was in it. Otherwise this hotel gets 5 stars for staff, cleanliness and breakfast. The tea water is behind the pillar near the front doors, they could use a sign with an arrow but otherwise it was all pretty standard. Very good management. Even the pool would be good in summer. I hope they put the pool heat on in winter and they should definitely have it on until the weather is hot out. If I had to stay in this area again I'd recommend this hotel. If you tend to be loud, this hotel is not for you at all. Its a nice quiet place and people respect it. No one made noise at all after 8pm (and even earlier) and there wasn't a sound in the hallways over night. It was such a nice change from other hotels in the area which have become full of loud, rude, thoughless people. It was nice to get a good night's sleep. It also took me a minute to realize the remote is not broken. You dont aim it at the TV, there's a box next to the TV that you aim it at. So you cant block that box or it doesnt work. The remotes are fine. In the old days everything had directions, now you have to figure it out at every hotel. So I got up and looked and figured it out and the remote worked just fine...... Saturday night was annoying because there was a preteen birthday party and the kids got picked up around 11/11:15pm. The mom was so loud and rude in the halls. If you're going to allow large parties, set rules. Pickup kids in the lobby only. No yelling in the halls. Hold a deposit that states you lose the deposit if anyone complains. It was door slam after door slam after door slam and obnoxiously loud talking and some sort of banging. The children were well behaved. Interestingly they also used the pool we found freezing. By 1130 it died down but they were still door slamming a few times while the rest of the hotel was quiet. Follow up. That kid party woke me up several times until 130. I had to go down to the front desk. They came right up and told that mom enough. Again good management. And Sunday morning is a door slamming nightmare. Every single door slammed over and over during breakfast hours. The hotel was booked. I finally put on a white noise video and went back to sleep just fine. Weekdays though were fine. I would stat here again but use my white noise video in Saturdays.