10/10 Excellent
Claire N, North Hollywood
Traveled with family and small children, Traveled with family
Oct 27, 2025
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The stay was excellent - room, amenities restaurants. Servers were good. Housekeeping, conceirge.
Front desk can do better. We requested two things from Front Desk and did not receive return calls.
First we requested extra note pads for writing for two children ages 4 and 5 - and front desk affirmatively indicated the note pads would ve sent up. They were forgotten totally. Two calls and no update. On the third call request, front desk apologized profusely and gave the children stuffed dolphins to make up. This was nice - but nicer still would have been proper follow-up.
Next, I called for information on children’s robes. My grandchildren loved theirs and I wanted to purchase them. Front desk informed me they were available on the website but that they going to check with housekeeping and get back with me if there are some to purchase in house. No return call at all. When I went upfront prior to checking out - they informed me I needed to purchase them from the website. Something I could have done sooner had I received a proper call back.
Front desk/guest services should call and update IF they say they will. That distinguishes an exceptional hotel from a mediocre one. Customer service.
Over the years we have stayed in Four Seasons hotels. Best service was at the Grand Hotel Du Cap Ferrat - front desk, housekeeping are truly exceptional.
Baltimore was good. But not exceptional.
Take the extra step to follow up with promises - it will go a long way.
Claire N
Stayed 3 nights in Oct 2025
