Henderson's Wharf, an inn and conference center in Fells Point, has been named one of the Top 25 Hotels in the World by TripAdvisor's Travel Choice Awards 2011.
The waterfront inn is ranked No. 20 in the world and No. 2 in the United States. No other hotel in the Mid-Atlantic region was named to either of those lists.
Henderson's Wharf, which survived the onslaught of Tropical Storm Isabel and came out looking even better, has been a favorite of TripAdvisor for several years. The hotel has 38 rooms designed with Drexel Heritage furniture and is part of a complex that also includes a conference center, marina and condominiums. The average overnight stay costs about $200 and includes parking, breakfast and Internet access.
Wes Robison, general manager of Henderson's Wharf, said the hotel is thrilled about the ranking, the first time it has made TripAdvisor's list of best in the world. But the hotel has been ranked No. 1 in Baltimore for several years.
Some of the more than 200 comments about the hotel on TripAdvisor include "Beautiful hotel with bonuses!" "Perfect spot for a getaway!" and "The Best Place to Stay in Baltimore."
Asked what makes the hotel so popular and well-received on TripAdvisor, Robison pointed to a customer service policy that the hotel follows to make sure it always exceeds expectations.
"Not only do we have an awesome physical product — we have the nicest rooms in Baltimore," he said. "But we have a service product and culture that truly works to deliver more than what people expect."
Robison said it begins when a customer makes a reservation. The guest receives the message that "not only is it going to be one of the best [hotel] stays they've had in their life, but if this isn't true, then we'll give you back your money," he says. "Nobody has taken us up on that yet."
And that's the way Henderson's Wharf has done business for the past 12 years. Robison says managers respond to even the smallest complaint from a guest, whether it's delivered in person or on a comment card. Your pillow was too soft? A manager will call or e-mail to apologize and perhaps let you know that the hotel has a variety of pillows and that next time, you need only ask.
"We're sure to let them know ... that the issue they had is not only important, but it's responded to," Robison said.
As a result of the hotels' efforts, most guests rate it a four or five out of a scale of five on TripAdvisor. Robison said they have less than a handful of ratings below that. He also says a rating of four isn't good enough. "We're a five hotel."
With the TripAdvisor Traveler Choice awards, Robison says it's all about the guests.
"It's a compliment, really. We're grateful that we have the finest customers in the city of Baltimore," he says. "If we don't have customers, we don't have business."
TripAdvisor's Traveler Choice awards are divided into additional categories, including top bargain hotels, top B&Bs and top hotels for romance, luxury and trends.
Other Mid-Atlantic region hotels making one of the category lists include Piney Hill Bed & Breakfast in Luray, Va., named a top B&B. Hotel Palomar Washington, a Kimpton property, is included on the top luxury-hotels list. And for trendy travelers, its sister hotel, Palomar Philadelphia, made the top trendiest hotels list. Morrison House, a Kimpton hotel in Alexandria, Va., is named on the list of hotels with the best service.
For the full lists, go to TripAdvisor.com/TravelersChoice.