Please do not stay here if you need to use the shuttle
30/12/2018 Jeeves101, Wilmington, Delaware
I live 90 minutes from BWI and the only reason I picked this hotel was because it was close to BWI and had a shuttle. I had a late flight coming in at midnight., traveling with my family including my ... more
I live 90 minutes from BWI and the only reason I picked this hotel was because it was close to BWI and had a shuttle. I had a late flight coming in at midnight., traveling with my family including my child and wanted him to get to bed ASAP. We collected our luggage at 12.05 and called the shuttle, was told 15-20 min. At 12.25, called again told we may have missed the shuttle and told another 15 min. Not really sure how, since I was standing at gate 5 and my wife at gate 7 so that we wont miss with the construction at BWI. At 12.40 again was told another 10 minutes. Finally we left the airport at 12.55. On asking the driver why he was so late, he was kindd enough to suggest we could have taken Uber if we can't wait- a real helpful suggestion to a diamond member. If I had known it was going to take 45 minutes for shuttle, I would have taken Uber or I would have been three quarters of my way home if I had chosen not to stay with you- it was a waste of over $100 for me. We were finally at the hotel well after one hour. A very bad experience overall with your staff and shuttle service. I am not a travel newbie, I travel for work and have spent over 75 nights in hotels this year, across every major city in the US and this by far has been my worst experience. less
Tina C, Director of Sales at Best Western Plus BWI Airport Hotel - Arundel Mills, responded to this review
Thank you so much for the review. I would like to apologize because, from the sounds of things, you were not as quite blown away as we hoped. I am so sorry for the shuttle issues not being resolved in a timely manner. I will pass along your issue to our staffs attention and will work hard to fix these issues so your next stay with us is nothing but extraordinary. We always strive for perfection and do not like to see our guests disappointed in any way. Come visit again!