HAMPTON INN BALTIMORE-BWI AIRP

It was a mix of good and not so good. The location was convenient to the airport. The furniture in the room was in bad shape, although the bed was good and the fridge was new. The breakfast had hot food and a decent variety, but it had instant coffee and Fox News was on the TV in the breakfast room.

Asked for a crib/pack&play before stay. None was available at all when we checked in. Child had to sleep on the floor like an animal. Stupid. Room type didn't match reservation. Reserved 2 Queens specifically, was given 2 double beds, without crib/pack&play. Bed frames jutted out to hit shins on in the middle of the night going to restroom.

Exceptional Kindness When We Needed It Most Our stay at the Wingate by Wyndham near BWI Airport came about under very difficult and unexpected circumstances, and I will never forget the kindness and compassion shown to my 17-year-old daughter and me by the staff at this hotel. Southwest Airlines caused us to miss our connecting flight to Florida because of mechanical problems. Despite the circumstances, Southwest offered us no accommodations, transportation, reimbursement, or meaningful assistance. We were essentially left at BWI Airport to figure everything out ourselves. (See my separate Southwest review for the full story.) Standing outside the airport in an unfamiliar city, I honestly had no idea what we were going to do. It had already been an exhausting and emotional day, and suddenly I was responsible for finding a safe place for my teenage daughter and me to spend the night, as well as transportation to get there. I went onto Booking.com and immediately reserved the first reasonably priced hotel I could find near the airport. We found a taxi and paid to be driven to the Wingate. I cannot describe the relief I felt when we finally arrived—only to be told that the hotel was actually completely sold out because of a major event in the area. Booking.com had made an error and had allowed us to book a room that wasn’t actually available. We were devastated. The staff could simply have apologized and sent us on our way. After all, the booking error wasn’t their fault. But they didn’t. I was trying very hard to hold myself together, while my daughter went outside and began trying to figure out what we could possibly do next. One of the front desk employees—I am so sorry that I did not get her name—came outside to speak with us. She was incredibly kind and arranged for the hotel’s shuttle to take us to a La Quinta where there might possibly be a room available. As we waited, distraught and making phone calls to let our family know that we were safe but still trying to find somewhere to stay, that same employee came back outside. She asked us, “Would you be able to stay in a double room?” I couldn’t believe it. I told her gratefully that we would take ANY room! She brought us back inside, where Miss Kenya was working behind the desk. We thanked both women profusely, and the first employee told us that it was mainly Miss Kenya who had “worked her magic” and somehow managed to find a room for us. I will never forget that. What these women may have considered simply helping two guests meant so much more to us that night. My daughter and I were alone in a strange city. We felt vulnerable, frightened and exhausted. After spending the day feeling as though an airline couldn’t have cared less about what happened to us, these women showed us exactly what genuine customer service—and genuine human kindness—looks like. All we wanted at that point was to get into a safe hotel room, close the door behind us, and know that we were okay. Miss Kenya and her coworker gave us that safety. And their kindness didn’t end once they found us a room. Miss Kenya asked what time we needed to return to BWI the following morning and made sure we were scheduled on the hotel’s shuttle for our return to the airport. I cannot adequately express how grateful I am to Miss Kenya and the wonderful woman working alongside her that evening. You took what had become a frightening and desperate situation for a mother traveling alone with her teenage daughter and turned it into a moment of safety, relief and compassion that I will remember for a very long time. Hotels are made up of rooms, beds and buildings—but hospitality comes from people. The people working at this Wingate demonstrated hospitality in its truest sense. To Miss Kenya and her coworker: thank you. Thank you for seeing two people who needed help and choosing to care. You made an enormous difference to us that night, and we will never forget you. Five stars simply aren’t enough. ❤️