DoubleTree By Hilton Baltimore North Pikesville

Disappointing Stay Marked by Poor Service, Misinformation, and Billing Issues I rarely leave reviews, but I feel compelled to share our deeply disappointing experience during a recent stay at this hotel. What should have been a relaxing trip was unfortunately marred by a series of serious issues — ranging from misinformation at check-in and unprofessional customer service, to unsanitary room conditions and unauthorized charges. At check-in, we were explicitly told by the front desk agent that breakfast was complimentary, with coffee available at 6:30 AM and breakfast starting at 7:00 AM. Based on that information, we had breakfast the next morning. At no point were we informed otherwise, nor were we asked to sign anything. Later, we discovered a charge for the meal. When we contacted the front desk, we were told a manager would follow up that morning — but no one ever called. When we followed up ourselves, we spoke with a manager named Heather Smalls. From the beginning, the call was unprofessional. Ms. Smalls was dismissive, sarcastic, and confrontational. When my husband, who has extensive experience in the hospitality industry, attempted to explain our concerns, she responded with an inappropriate comment — asking if he was “used to getting things for free.” She refused to credit the charge or look further into the situation. To make matters worse, we were charged twice for the room — once at booking (April 3rd) and again at checkout (April 12th). My attempts to resolve this were ignored until I called from a different phone number, which finally led to a response — only to be transferred again to Ms. Smalls. She took the call on speakerphone and stated she was “not privy” to billing information yet promised to call back on April 14. That call never came either. The room itself was also below acceptable standards. The bathtub was visibly dirty, and the bathroom sink was clogged — both of which were unhygienic and unpleasant. Each of these issues is unacceptable on its own, but together they represent a broader failure in both customer service and hotel management.

Went to an event in the ballroom. It was a beautiful room! The event was really upscale!!!The staff was excellent! They were friendly and helpful and courteous Was a great experience overall!!! I would Love to attend any event at the doubletree again it was extremely enjoyable!!!!

We hosted our event at the Doubletree and it was such a perfect venue! It was clean, classy, beautiful, and the staff there was an absolute pleasure to work with. They really worked with us to ensure that everything would run smoothly for the event and that all our needs were taken care of. Highly recommend!

We hosted a non profit event for our second year. The staff is beyond helpful and gracious. The rooms and set up are lovely and accommodating. Everything went very smoothly. Parking is convenient. Right off the highway. Our caterer had no issues with the venue. We enjoyed working with you and are looking forward to next year!

On behalf of St. Vincent de Paul Baltimore, we would like to extend our heartfelt gratitude for your exceptional support and hospitality in accommodating numerous families during an unexpected event. We were truly impressed with the leadership (Heaven Smalls and Mark Mahoney) and their team in the way in which they effortlessly provided professionalism, compassion, and flexibility throughout our stay at the hotel. We highly recommend for those seeking exceptional service and a welcoming environment. Thank you again for your outstanding commitment to quality and care!