We stayed at the Renaissance while attending a meeting at the Convention Center. There were a number of problems with the service we received. On attempting to check in at 2 pm (stated check in time is 4pm), I was told the room was not ready. The reservation was in my companion’s name and I arrived with a signed letter from her and a copy of the front/back of her AmEx used to make the res. They requested phone authorization from her but refused to use my cellphone when I had her on the line and offered it to the clerk, instead insisting that I hang up so that the clerk could dial herself. When that was settled, I asked about putting my Marriott Rewards number on the room and was told I couldn’t do that. Then I was told (not asked if I wanted) to leave my carryon with the bellman. Excuuuse me!
When my companion arrived later that evening, four clerks were standing around behind the desk, she was the only guest waiting, and nobody offered to help her. After 10 minutes, she requested and got assistance. The room was a good quarter mile from the elevator, as noted by a previous review, and had a distinct though stale odor of smoke (non-smoking room).
On the positive side, the room was spacious with a comfortable bed, nothing fancy but the a/c worked well, there was always hot water, and there even was a window that opened, a rarity nowadays. The room service meals arrived promptly as ordered, and the restaurant brunch was excellent and smoke-free. The concierge (Marie) was gracious and helpful with restaurant recommendation.
We had prearranged a late checkout at booking, but when we called on the morning of departure were told that it wasn’t available unless we paid for it, and then when we offered to pay were told that in fact it wasn’t available at all. After a lengthy discussion with the supervisor, who was very rude and insulting, she finally conceded to allow us to stay til 2p, not 4p as requested. As a result we ended up in the TV lounge, where I was watching sports while my companion took a brief nap until rudely awakened by hotel security (because sleeping was not allowed). We weren’t from off the sidewalk, we had just dropped $860 at the hotel for a 3-day stay and this just was the last straw. Needless to stay, on our next visit to the Inner Harbor we will select another hotel.
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