Staybridge Suites Baltimore-columbia

I have to say, we had a poor start to our stay not being able to get our room until an hour after promised check in. We had arrived at 2 pm for a 4 pm checkin and fully understood we would have to wait but my concern was with 2 tired toddlers after a 6 hour drive, couldn’t housekeeping get busy on our room. After teturn from vacation I emailed the general manager late on a Sunday night. He called me first thing the next day!! Prashant agarwal was kind, concerned and extremely patient. He repeatedly said they strive for best customer care and was sorry we were unhappy. He thanked me for pointing out the things we did find exceptional such as cleanliness, size of rooms, breakfast options, and the impressive front desk staff named Imme. Next he looked for a remedy and offered points for stay in the future at any IG hotel. I don’t find that very helpful and asked for a partial refund. He immediately agreed and processed it promptly. This man exemplified customer service at its best. Thank you.

Not particularly great customer service, and should def be more understanding to guest who have special needs children, i have two autistic toddlers who I guess let some red Gatorade get on the carpet and I absolutely didn't realize this if not i would've def. done something about it myself. Fact of the matter is that the hotel upon checkout without notifying me what so ever charged me $100 damage fee really/ for a carpet stain no biggie on dark gray barely noticeable carpet. What in the price gauging ridiculousness is going on, totally uncalled for but you get zero stars from me this should be talked over, notified and some mutual agreement met. Mind you we are very clean people my wife did dishes, took dirty linen off, everything was swept up and even cleaner then when found it. Upon check in we had a big gulp slurpee in the freezer, crumbs all over kitchen floor and living space, and a dirty napkin on kitchen counter and we still didn't say anything, just do better for the next person because $100 was totally uncalled for, you literally messed up my budget unnecessarily.

Perfect check-in, amazing staff, well maintained property. Highly recommend this property