Stephen T.
Yelp
Hotel
It's been over eight years since I have posted a negative review. And I am loath to do so. However, I do feel compelled to review this hotel negatively.
I flew out to Boston to attend my daughter who was having a knee surgery. I informed the hotel of this fact and that my daughter would be staying with me post surgery. I checked to see if they had an accessible room so that she could stay with me and I was assured that there would be a walk-in shower and a fold out sofa bed. We were also told there was a wheelchair. However, upon checking in, no one could find a wheelchair and we were told that there was none available.
After checking in, when we got ready to make the bed late at night, we found that there was no fold out in our suite! Upon going to the front desk and complaining, they offered me another room--at one in the morning--when I looked at that room, it had a horrible smell. So we decided to stay in the room without the fold out bed for the night until we could work it out with the dayshift.
The next morning, both Max and Zach tried to be helpful and offered us another room, which had a walk-in shower and a fold out bed, but upon going there we found out that the fold out bed was broken. So we had to go back to our original room and spent the rest of our stay using a fold out cot.
When we ordered room service, we expected the real thing. Yet, room service arrived in a paper bag with Styrofoam, cups, paper containers, plastic forks, and no plates-- essentially what we would've gotten if we had ordered from DoorDash. It was surprising and disappointing for a hotel of this caliber, particularly in light of the fact that we had ordered $160 worth of room service, and paid a mandatory delivery fee of over $30.
When I complained about this, I was told that this would be remedied and that we would receive real plates, glasses and silverware henceforth. But that did not occur. It appears there is some sort of battle between the kitchen and the front desk, and despite repeated request to give us our food on plates with silverware, it only happened a couple of times and we continued to get deliveries in paper bags with paper containers and plastic utensils. Again, the front desk, particularly Max, continued to make requests to the kitchen, which were ignored. Essentially, there was no service in room service.
As for the wheelchair, after my several complaints about this, they managed to find the wheelchair and we did get a wheelchair after the second day. But this situation was definitely unfriendly to disabled people, such as my daughter.
While, the front desk staff was kind, and tried to be helpful it appears that none of them were sufficiently trained and were generally powerless when it came to our issues, Almost everybody I spoke to in a managerial position had been there for only a few days which suggests there must be some significant turnover.
All in all, it was a very disappointing stay. We were misinformed upon check-in regarding the room, and the wheelchair. The front desk appeared to be powerless in getting us room service which did not have paper bags and plastic forks and paper containers. Two of the three rooms that we saw were not habitable due to the broken sofa bed and the horrible smell. We ended up staying in a room without a sofa bed for my daughter throughout.
I am reluctant to leave negative reviews, but in this instance it is warranted. I will never go back to the hotel again.