Hotel Brexton, Trademark Collection by Wyndham

Everyone deserves to know this boutique hotel does not conduct themselves in such a way that would represent an more than a 1-star stay. Here are the facts: Day 1 - fine, good impressions Day 2-3 - Found a bed bug - had to change rooms at 1 am after everything was figured out. Their turnkey solution opened another room. Checked the bed in the dark didn't seem like I was 2/2 for bed bug rooms. Door had issues with closing, so with force I could close it. Day 3 - More awake for my morning event, there's blood on the sheets and discover the door doesn't close because one of the screws for the door isn't placed tightly. This is what's called a safety issue. On top of that no soap so no morning shower. I request for someone to call me. No one calls. Later that night - I kill a cockroach in my room. still no call all day. Last day - Still no call, but after a lot of convincing they offer me less than 1% of what I paid for my troubles. They say "The blood is too fresh and Ecolab did not find any traces of bed bugs." Truth is that I left the dead bed bug on their desk. And if the blood was fresh who was in my bed before me?! In the end I accepted their offer not because it was good, but because the cost of my mental health was far greater than their money can offer. I'd also prefer that you the reader find this. I believe in doing good things for others and I think this is the best I can do for you.

The coded entry system was not operational on the evening of our visit on September 9. Since they use electronic codes and an app to manage the property, there was no one on site to help. We called the virtual front desk through the app. Although they tried to help, after 30 minutes we still could not access our room (we got into the building thanks to a guest who was canceling their reservation because of the problems). While we waited on hold a third guest was cancelling their remaining night for the same reason. JURNY gave us our money back because we could not stay there and we had to find another option for the evening. They said the lock system was experiencing issues due to a storm the night before. On the plus side, the hotel is gorgeous, well maintained, historic, and in a nice location. Had we actually been able to stay there this review would likely be very different. If Jurny changes to ensure someone is onsite in case of issues (storms are not uncommon in Baltimore, and this was a severe thunderstorm, not anything worse) I would say it would be with the risk.

I booked this place before reading the TA reviews and the negative ones did have me worried but overall it was a pleasant experience. First off, I'd say that if you're tech-challenged, don't have a smart phone, or don't feel comfortable running your entire booking & stay experience on a smartphone this hotel probably isn't for you. Everything is run through an app called Jurny. Check-in process, unlocking the door, contacting hotel, it all happens through the app. So if you run into problems during your stay just know there is no one in the hotel to help you. You'll essentially be texting someone off site. This was fine for me. I asked for early check in and the responses were timely. I wasn't able to get early check in but that wasn't a problem. Parking spots are available out front and thankfully I was able to snag one as someone was leaving otherwise you'll be looking for street parking or a garage which can be hard to find. You have to email the app a picture of your car and license plate number if you are lucky to get a hotel parking space. I was annoyed that a huge work truck was taking up two spaces in front of the hotel which is supposed to be for guests. I also would have parked in the 124 W Read St garage but it didn't allow for garage access between 7 PM and 7 AM which didn't work for me. But if you don't need to get into your car between those hours that may be an option for you. Entry into the hotel is simple. You're given an entry code upon booking with instructions to get into your room. Again, you use your phone to enter the room. It worked fine for me, I know others had issues. The room was spacious and clean. I know others have had issues with cleanliness but I had none. I also didn't encounter any noise. Being on the 4th floor may have helped since there was a busy bar across the street. The bathroom did only have 2 towels despite the room having two queen beds and we had 4 people. And the faucet was very loose in the bathroom. But those are my only complaints. Overall my experience was pleasant and I would recommend this hotel to people who don't mind using their phone for the entire experience.

My husband and I wanted to spend a couple nights in Baltimore and booked Hotel Brexton. We arrived to a scalding hot lobby and an alarm loudly sounding in the lobby with no one there to turn it off. When we arrived to our room, it wasn’t locked. The room was dirty, with urine stains going down the toilet, and crumbs near the bed. We tried to leave for dinner, but the door still wouldn’t lock. We emailed customer service for Jurny because their customer service number wouldn’t connect. They gave us a complicated “how to lock the door” hack. It didn’t work about 20 minutes of trying. Not wanting to leave the room unlocked, my husband went to find food while I tried to get in touch with a human. I downloaded Jurny’s app. It said the reservation was found but wouldn’t let me access anything. At this point, I realized the sink was plugged and I spent time trying to figure out how to unplug it to no avail. I’m used to self-checkins and technology integrated systems, but this has been the most inconvenient, terrible experience because no humans work on this property and it is managed by some outside management company in L.A. to be “convenient.” Convenience here equals cost-cutting and terrible service for the customer.

Front door code doesn’t work—other guests had to let us in (lucky but sketchy). Room stinks of cigarettes. No one answers the phone—you just get “we’re re-thinking all aspects of your stay…from check in to check out…never be in hold again” = “no one works here, our call center in wherever never answers, good luck if there’s a fire because you’re on your own.” An entirely absent customer service experience. Welcome to Squid Game without the charm or robots.

They would not verify my room and I was unable to check in