Sean L.
Yelp
I too had a very rough experience at the Double Tree by Hilton Boston North Shore last weekend that is consistent with other reviews.
For a three-night stay, we requested service for our hotel room. The service was not provided until we had to confront the hotel staff in front of other guests to get fresh towels and accommodations.
If you note the attached pictures, there is a very small explanation about how this hotel is working to cut costs by not servicing the rooms. Guests must request to have them serviced.
What is not on this note, or explained at check-in, is that such requests are required 24 hours in advance of the need.
While our family had requested service, the follow-up call to the front desk went as follows:
My call - 'Hello I'm calling to follow up on request for my room to be serviced, we need coffee and towels and new soap."
Front desk Supervisor - "What is your room number?"
I reply, "546 - and we called last night to request service as well"
Front Desk Supervisor - "You called last night? Who did you talk to?"
I reply, "the man that was at the front desk, I did not take a name, but he too--"
Front Desk Supervisor interrupts - "I worked the front desk last night and you did not call to request service.."
Me.. stunned.. - "well I talked to someone down there that took my number-"
Front Desk Supervisor - "I have no record of that and it's a 24-hour notice for service so we will not be able to service your room until tomorrow"
Me - "I'll be right down and I would like to talk to your supervisor"
Front Desk Supervisor - "OK!"
When I get downstairs the front desk supervisor is about 24 years old, standing next to another young man of the same age with a light sculpted beard. I knew I wasn't talking to the right person because this supervisor was about 120 pounds and trying to fit into a 48-Regular suit coat - and so the conflict began.
Me - "I need new towels and accommodations and I would like to talk to your supervisor"
Front desk Supervisor - "I'm the supervisor in charge right now."
Me - "There is no way that you are in charge of this hotel - where is your boss? Go get your boss!"
He says, "Fine!" and disappears behind the back wall. In ten seconds, he re-emerges and says, 'The hotel supervisor is not here, you'll need to come back"
Me - "Nope...this is NUTS! Go get her! GO GET YOUR SUPERVISOR!"
I then take out my phone and announce, "I'm going to film this so we can show your supervisor what's happening right now"
At this point the young Front Desk Supervisor exclaims, "YOU'RE GOING TO THREATEN ME? !! YOU'RE GOING TO HARRASS ME? !! GET OUT!! GET OUT AND I'M CALLING THE COPS!!"
I reply loudly, "Go ahead and call the cops! I'm a guest here and I've already PAID for a room!! I need TOWELS FOR MY ROOM!!"
So now the young man comes out from around the desk and I prepare to engage in the next level of conflict, and he storms past me and starts to call on his cell phone. So I follow. I follow him back to the water park where I hear him explaining to his manager the situation. When he turns and sees me he gets more irate, "What you - FOLLOWING ME!? Are you HARRASSING ME!??" and begins to storm back to the front desk.
All this culminates in front of a wedding party as guests arrive to receive their gift bags. I'm clapping and hollering to get these towels and the room serviced, and this kid's jawing at me that he's going to throw me out of the hotel. FINALLY, the real supervisor comes out - a blonde lady whose name I wrote down as Sabina.
Me - "I need some TOWELS! We've requested two nights to get fresh towels and have the room serviced and I need some TOWELS!!!" I then start to clap, "I NEED SOME TOWELS!"
Sabina rolls her eyes at me and sort of purses her lips as if to say, "Shut UP male Karen" - but no verbal response.
Then, a savior came into the situation. A taller, older gentlemen with a foreign accent approaches me and says gently, "What's the problem sir?"
I thought this man was security and that I was about to get thrown out, so I reiterate loudly, "The PROBLEM IS THAT I'VE PAID 300 DOLLARS A NIGHT FOR THIS PLACE AND I CAN'T GET CLEAN *effing* TOWELS FOR MY FAMILY!!"
The gentleman replies, "What is your room number?"
Me - "546!"
The gentleman replies, "We'll be up right away."
Now, here, normalcy seemed to return briefly for the first time since the pandemic. Here is a man that understood what the hospitality industry is about - that people pay for service when they stay at a hotel, especially one with the Hilton name on it; that $300/night commands a minimum level of service, even in the suburbs; and that the worst thing a service provider can do to a guest is threaten to throw them out of the hotel and call the cops on them.
By the time I got back to my room, after finding my family, our room was serviced. This one older, foreign accented gentleman, had saved the day. But, unfortunately, not our experience overall.
This site is closer to a motel.