Sonesta Simply Suites Baltimore BWI Airport

I don't know if I will stay at Sonesta again simply because compensation for an inconvenience was an inconvenience. I booked 6 rooms total with 3-4 people in each room. One room had no running water and two rooms tv wouldnt work the solution was to comp the night with points for one room for one night which wouldve been fine but I would've had to use the points in 48 hours (my current trip wasn't going to be done or I would be getting a room where I live just to get it as soon as i got back in townfor a partial night stay) that would still be a waste. The solution was presented with no care that it wasnt a solution. However, the next morning I was greeted by Henry at the front desk who was already aware of the prior night's situation and he was already working on a solution which was getting it fixed with maintenance. Henry was amazing with my entire party. We had elders,adults, a 57 yr old nervous graduate, younger kids and an emotional teenager. Henry handled each interaction with such care and joy. He smiled the whole time and kept a positive upbeat attitude. Helped my nephew count out his change( literally coins) to purchase a snack from the front. Joked with my upset Aunt about the TV in her room not working and actually had her laughing. He cheered my graduating mom on as she left for graduation. I can actually go on and on about Henry and every little effortless gesture and thing he did to make our visit end great! I wasn't going to write a review however I do believe Henry deserved to be celebrated for contributing so positively to what was heading to be a long day in Baltimore.

Let’s not get confused, while there were some genuinely positive interactions with frontline staff during my stay, those moments should not be credited to mid-level /regional management…at all. If anything, my recent experience suggests quite the opposite. There appears to be a quiet performance underway, where that management floats just high enough above the to avoid direct engagement with guests, especially when specific concerns arise. The attitude seems to be, “That’s not our level.” One might wonder if they’re waiting for a red carpet and champagne flute before they descend to address guest issues personally. The reality is you don’t need to be managing the Ritz-Carlton to offer human decency and direct communication to ensure an effective resolution. If you believe only a five-star property deserves your full professionalism, then it may be time to reconsider your dwelling. Mistaking your hotel guests as being of lesser caliber and giving off that impression is unwise.

The staff is very responsive and welcoming. It was wonderful to approach Mika, Hank, and America when I needed to do so. Would I consider suggesting a change? Not yet. I plan return visits so we’ll see. As for now it is always great to be able to arrive to a clean freshly smelling room.

직원분들이 너무 친절하고 방도 아주 좋았습니다. 레지던스 호텔이라 음식도 만들어 먹을 수 있고 1층에 헬스장도 있어요

I want to take a moment to thank Henry at Sonesta simply suites BWI for providing outstanding customer service from day one attention to detail, professionalism, and genuine care has made my experience and stay exceptional. I truly appreciate his efforts in the excellent service he consist consistently delivers. Thank you, Henry.

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