The Royal Sonesta Harbor Court Baltimore

My husband was traveling to Baltimore to support his brother during and after a procedure at Johns Hopkins. We chose Royal Sonesta for its proximity to the location of his brother's house. Working with the staff via phone really helped lodging become an easily managed part of this otherwise stressful visit. Questions on parking, in & out availability & early check-ins were answered promptly and efficiently [by staff whose names I don't recall - sadly - would love to add them here. However, on the day my husband would be checking out, the procedure timing was delayed causing a situation where my husband would be still at Johns Hopkins at check-out time. So, once more I called asking them for solutions - late check out? Trai at the front desk quickly put my mind at ease by listening to the situation and saying automatically "We will work this out - don't worry!' What a relief that statement was as I was remote to Baltimore trying to minimize the stress my husband was dealing with. And he worked out a solution that was above & beyond. All in all, it is clear the staff have all good intentions to assist in the incidentals that come up during a stay! Thank you Royal Sonesta - Baltimore Inner Harbor - your staff managed to exceed all expectations of customer service!

Overall the experience was mid. The room was nice, but the customer service needs some serious help. I would have given this a lower review, but the saving grace was the valet. I can't remember his name but he is a retired vet that was very helpful and welcoming. He made the stay more welcoming. When we arrived, there was chaos at the check in because someone else had been checked into this couple's room and they were all of a sudden out of a room. Thankfully we had minimal issues checking in. Later on that evening when we tried to get a seat at the gastro pub, the waitress said there was going to be a 20 minute wait even though there were 6 or 7 empty tables. I asked if we could just sit at one of the tables until the server was ready and she said no, she wanted to make sure the servers were able to tend to every table. There was a group of 4 behind us who were seated as soon as we walked away so I went back to ask if they had reservations and they said no, she just said we could sit here and wait for the 20 minutes. There were only two of us, but she turned us away. Upon check-out we asked if we could check out at 1 and the lady said yes. I said with no charge she said yes, I will take care of that for you. Two days later I see a charge from the hotel an called to ask what it was. They said it was for late check out and the valet. When I explained what was told to me, I got the 'I will look into it and call you back'. That charge is still on my card and I never received a phone call. The customer service at this location is horrible. From the front desk to the gastropub. Again, if it wasn't for the valet, this would have been a lower review. I will not be staying here again.

My stay at the Royal Sonesta was nice! Very impressed with the room sizes and cleanliness !! I was unfortunately there only for one night so I was not really able to walk around town and really get a better feel for the hotel but the accommodations were nice, staff was good and location appeared safe. The garage was nice but it was slightly confusing how to get form the garage to the front lobby of the hotel as the garage is shared with an office building with a different entrance. the Stairwell was the way to the lobby. down across the front entrance. Interesting for sure. But all good!👍. I would go back and stay, pricing was reasonably and the interior lobby etc was well done. Very inviting.

The hotel is generally dated. Owned by a REIT designed to siphon money off without investing in the property, very little spent to maintain the property. This is most obvious in the fitness center. Mismatched dumbbells, missing handles for the stack weights, 20 year old ellipticals, a stepper that works at only one speed, and a rower with a rusty chain come with shower with empty shampoo and soap dispensers (there was conditioner) and often empty towel bins. The 2 empty TV brackets are a nice touch. All in all , this property is a shadow of its former self. Sad, given its prime location.

We've stayed here before and enjoyed it, so we chose this as our hotel when visiting the area again. However, this hotel is lacking in several ways, one of them is service. We arrived in the evening and the elderly valet came out, not to help, but to tell us we couldn't park in the courtyard. We were going to valet, so we weren't parking but going to unload our luggage as we did last time. As we began unloading, the man came out pulling the luggage cart I was going to get. As he was rolling it our way, someone walked into the courtyard distracting him and he let go of the cart still in motion, walked off, and allowed the cart to ram into our new car. I was loading the cart, I told him we would do it, he took over and put my $500 carryon on the top where it wasn't secure, pulled the cart and sent it flying. My luggage went rolling leaving gashes in all sides of it. We rented a mobility scooter delivered to the hotel and the same valet didn't understand what the customer service clerk kept telling him, which was to retrieve the scooter from the valet closet. Finally, he figured it out, went to the closet and did not understand how to turn it on. Because of this, I had to walk to the closet on my crutches, go inside, and find the scooter. Once in, I asked for the key, no one knew what I was talking about. We eventually made it to the room and the same man asked if we wanted our luggage left in the hall? No, we wanted it in the suite, so he pulled the cart in. We asked about the mini fridge, he said there had to be one but he didn't know where. Upon checkout, we wanted in the room over an hour for the cart that never showed. Every time we called, they put us on hold and never picked up. I went down on my crutches where one attendant was just sitting, asked for a cart, the cart was brought and left in the lobby. I couldn't take it up w my crutches, so the person I was with had to come down and get it. I requested the car, no one brought it around, so we eventually were able to leave at 12:10PM after being ready to leave at 10:30AM. I love the space in the suites, but the poor service was unacceptable, and we will stay elsewhere next time.