Kimpton Hotel Monaco Baltimore Inner Harbor an IHG Hotel

I booked an overnight stay with high expectations but was disappointed. The valet area was full, and no one greeted me upon arrival. After circling the block, I parked in a nearby garage for a cheaper rate. The lobby had no check-in counter, only a folding table, as the hotel is under renovation(not mention on the site). My room was outdated, with holes in the sheets, broken lamps, a weird smell, and uneven floors. The front desk moved me to another room, which was slightly better, but for the price, I expected more. The best part was the room's tub, but I learned they are removing it after renovations. Would not stay again.

This hotel is in the beautifully restored 1906 B&O Railroad Office Building. The hotel itself was very nice, with a few exceptions. They're lucky to have two luggage carts. There is no actual front desk, there's a table in a side hallway. Since they don't offer a hot breakfast, we went to the on-site restaurant. It seems that they're out of numerous items on the menu, at breakfast and dinner. The portions are embarrassingly small. The main reason for our three stars is their customer service... it's horrible. During the booking process, we were tortured, especially just prior to our arrival date. I had to find someone in the sales department to confirm my reservation(s) because the main number never answered. After checking out, their $75 nightly fee to cover incidentals, wasn't refunded, it was rebilled. I paid for four rooms, three @ two nights and one @ one night. This accounted for a total of seven $75 fees. ABSOLUTELY NO ONE AT THE HOTEL WAS WILLING TO HELP ME OR RETURN CALLS. ONE LADY SUPPOSEDLY TRANSFERRED MY CALL TO JOHN, THE GENERAL MGR, THAT WENT INTO THE VOICEMAIL ABYSS. I finally found a corporate number. These Guest Relations reps aren't much better. After numerous holds, and dropped calls, the last rep supposedly opened a "ticket" that's going to force someone at the hotel to call me that night or tomorrow (which would be 24 hrs) and/or within 48hrs. Run away from this headache, there are plenty of alternatives in Baltimore.

The bed was really comfortable. I went for a college reunion with my best friends it was amazing. Walkable distance to the inner harbor. Will definitely come stay again! Everyone was really nice and welcoming and made the whole experience enjoyable. Just wish the heater was working.

The hotel lobby is spectacular, marble and stained glass everywhere. That charm and grandeur did not extend into our room, unfortunately. We stayed in a king spa suite. Upon entering the room and getting settled we opened the mini fridge to find it smelled like something was rotting inside. It filled the room with a terrible stench. We left immediately for dinner and we contacted the concierge, who told us housekeeping would deal with it while we were out. When we returned hours later we noticed that the carpet was threadbare in some places, and there was bubblegum in the carpet in a few spots near the windows. Additionally, there were uneven spots in the floor near the entrance to the bathroom. The bathroom itself was quite nice, however it lacked safety hand holds for getting into the deep tub. When we finally climbed into bed we realized that the bed was broken - the left side was so sunken in it felt like laying in a hammock. The right side was ok, but there were two of us so someone had to sleep on the bad side. In retrospect I think the box spring may have been broken. It was so late we decided just to tough it out. In the morning when we checked out I let the concierge know about the uneven floor and the bed, and she just said she'd let housekeeping know. No apology. No explanation. It was unusual to have such a bad room experience in what is supposed to be a four star hotel, but the attitude of the concierge was the worst of all.

Hotel Monaco is absolutely gorgeous. It is a spacious and well maintained property. The rooms are large, clean and beautifully decorated with a comfortable bed and nice view. I love that each room has a yoga mat. This mindful approach to hospitality is seen in many areas of the hotel. All of the staff, including Michelle with events, Kate and Kumar at the front desk and Jeremy, bartender in the restaurant, were very friendly, attentive and responsive. The complimentary wine happy hour each day was such a nice touch. The wine was delicious and it was cozy sitting in the lounge area by the fireplace. The location is convenient and the accommodations were a great value. We will definitely be back.