Rated 5 out of 5 by SIR61 Extraordinary Customer Service
I've stayed at this hotel a number of times over the years. For me the location is great, with direct access to the major highways in the Boston areaI. It has one of the very best gym/recreational facilities I've ever experienced at a Starwood property. What truly distinguished the property for me throughout my most recent, relatively long-term stay was the superlative customer service, which is that elusive, most valuable attribute I seek in any company. Amanda, the front desk manager, is a stand out, she's consistently clear-sighted, cheerful, and effective. I travel constantly, the number of times I've received memorably good customer service in the last year is woefully small - Amanda and her team were so helpful that I actually told friends and colleagues how impressed I was (which almost never happens). I'm writing this review amidst too many other things to do because such rare attention to guest services deserves public acknowledgment.
December 19, 2012
Rated 5 out of 5 by BluedogTraveler Club Level worth it
Stayed at the Boston Colonial and one night we were got the complimentary upgrade to the Club level (on a Sun night). The Club level is so much nicer. Bigger room, tasty evening snacks (hot/cold), good/acceptable breakfast. The Boston Colonial North is conveniently located right off the freeway and there is a nice selection of restaurants within 10-15 min drive. We took the 1 down to the airport and we were surprised what a fast drive it was (within 30 min). You also get access to the health club next door but we didn't have time for that but it looked nice.
October 1, 2013
Rated 5 out of 5 by JimLetsGoMets Perfect location
Great service from Jim Siano and Michelle at the front desk. SPG recognition gave us access to an upgraded room. Thank you both for your wonderful hospitality.
The hotel has very easy access to Rte. 128/95 which lead to where you'll want to go. Very close by is a high end, outdoor shopping area that just opened up. Great stores and restaurants. We did Newburyport, Salem, and Boston in two days.
We'll probably go back for another weekend before the summer is over. This is a no brainer1
July 4, 2014
Rated 5 out of 5 by iheartsheraton HUGE Room
I reserved a handicap-accessible room because my grandmother just had hip surgery and the grab bars seemed like a good idea. It was HUGE. She was very surprised and we were both impressed. As always, I love the pillow beds. The staff were also very helpful in tracking down some ibuprofen in the little store when her leg was acting up. We did not have a chance to try the restaurant but will next time. It is VERY EASY to get too - just off the highway. What a relief b/c we arrived in the middle of the night!
July 19, 2012
Rated 5 out of 5 by Pat6868 Love staying at this hotel!
We've stayed many, many times at this hotel and their service, attention to detail and the hotel ambiance is consistently perfect. We have found every staff person to be wonderful, but Julie Collins on the front desk, Georgie in the Club Room and Jackie Matula at the Sheraton Bar go above and beyond! Highly recommend staying here!
August 1, 2014
Rated 2 out of 5 by BA8910234 This hotel needs help
Parking was good. Location was accessible from interstate. From the moment I checked in trouble started - with apologies about the accommodation I was supposed to have because the room type was not available.... It took over 30 minutes total to check in. After trying to locate an acceptable room, I was given a room that had a major leak/condensation problem in the window (ground floor too). There were towels piled up on the sill, so they were aware. Then on to the next room where the door stuck because the floor was heaved. Then my lounge key didn't work. Then there were no in room dining menus, to which room service hung up on me 2 times. It took 20 minutes to get a menu. Once ordered, dinner was delivered timely, however the item ordered didn't match the description on the menu. Overall my stay was not pleasant and it reminded me why I do not stay here.
June 25, 2014
Rated 5 out of 5 by Dgh50 Always feel welcome and at home at this hotel..
I stay at this hotel frequently for business purposes. I always feel recognized and welcomed by the staff of the hotel. Also, the rooms are immaculate and well-appointed.
The Club Lounge offers a nice breakfast with beautiful fruits and hot dishes. In the evening, they have healthy food choices as well as hot hors d'oeuvres. The Boston Sports Club is a great facility and use is free for Sheraton guests. The local shuttle is a bonus. A new dining and shopping center is just up the hill. All this makes for an enjoyable location!
November 7, 2014
Rated 5 out of 5 by Lela1027 Excellent stay
This hotel was excellent. The lobby was a nice place to relax by the fireplace and read, talk and relax. The staff was like friends, happy to see you, eager to help and share information about the area. I plan to go back to the area and even Boston but I would stay at this hotel even if a drive from sightseeing. Great Job!!!
November 12, 2014
Rated 4 out of 5 by CJ247 Chris
Great Hotel good caters to all needs. Hotel is clean and managed very professionally. Great location to shopping and restaurants.
November 14, 2014
Rated 2 out of 5 by NotClean We were disappointed
We recently stayed overnight at this hotel. The entry way was very nice and the staff was friendly upon arrival. However, the room was not good. The wall paper was starting to come off. I then went into the bathroom. It was gross. It had ground in dirt that had clearly built up for years. There were small hairs on the bathroom floor and the towel we requested never came. We were given 3 towels for 4 of us. Since I would never give my kids a bath in that tub I didn't worry about it. I am not a person with germ issues so it had to be really bad for me to feel this way. The beds on the other hand were very comfortable.
August 16, 2012
Rated 4 out of 5 by ClarissaG comfortable, clean and attractive
enjoyed my stay here, except for one thing. I was in a wedding group, and was in the bar, which we were told, closed at 11:30, which was understandable, but the man who ushered us out was unpleasant. The bartender, on both evenings, was very unpleasant. Bartenders should be able to interact with the public in a friendly way.
November 10, 2014
Rated 1 out of 5 by Sheraton349 Dirty Rooms
I stayed here a couple of times for work. Each time the rooms were dirty and had a bad odor. The most recent stay being the worse. If it were not for the fact that it was so late at night when I checked in I would of left the hotel. Will not stay here again.
September 29, 2013
Rated 3 out of 5 by Sallie82 Issues
The room was not cleaned properly there was a dirty washcloth on the side table, and a cigarette on the chair. The towels smelled like cigarette smoke. The staff were very responsive to my complaints.
November 10, 2014
Rated 3 out of 5 by OriginalTraveler101 Club room BAD
3 days coffee was bad, 2 days the milk was spoiled, 3rd day not sure.
Breakfast on tuesday never got there ontime, so no hot breakfast
Other 2 days was cold. The worst I've had since I stayed there.
November 10, 2014
Rated 5 out of 5 by Cyclewag What you expect
Good hotel, friendly staff, good value, helps being near my company's HQ office.
May 11, 2013
Rated 5 out of 5 by MAE9 Great location
Had my daughter her husband and the kids stay for a wedding in Boston , Several other members of the family also stayed at the hotel all had a great time. Thank you
MAE Starwood member
November 7, 2014
Rated 1 out of 5 by om21 Service needs to improve
Horrible experience with the check in. I am a SPG member and had booked for a one night stay. Unfortunately I had sprained my ankle prior to my trip and I had a cane and had to wear an ankle brace on my foot to help me walked.
Arrived at night to check in. There was only 1 staff working on the reception desk and she was helping a guest who was trying to print some forms out from his computer. Somehow he kept finding issue with the print quality and they kept test printing and printing endlessly. Fine, I'm just unlucky to run into such guest.
Then what looks like the manager on duty saw the line for the reception desk was growing. He asked the person in front of me if he was checking in, the guy said he wanted to apply for the membership. The manager handed him some forms and then simply walked away. Funny he didn't even bother to ask me, clearly he saw I was limping and needed the cane to help me stand. He was gone before I even had time to react.
Eventually my turn came, took the reception 5 mins to check me in. She could have helped people with check in first since clearly the earlier guest is going to take a long time with the print request.
Anyhow, got my room key and limped my way to the room. Got to my room and my key didn't work. Great, now I have to go back to the reception desk! Also, the room seemed to be occupied, I see the lights are on and the do not disturb sign is hanging on the door.
Went back, explained the situation to the front desk. She said the lights are always on regardless and insisted that it was my room. Finally she agreed to check and called the room, and someone did pick up the phone. Surprise surprise! I was simply changed to another room. No upgrades, no breakfast, nothing offered for what I've gone through.
Funny that during this time, there was another guest at the desk complaining about the AC in her room not working. The reception told her to stay put in the room and someone will come to fix it.
To me Sheraton is a premier hotel brand and I have never been disappointed staying in a Sheraton hotel until now. I highly question how this hotel can be a Sheraton by the way it is run, I had better experience staying in motels and inns along the highway.
July 10, 2012
Rated 5 out of 5 by UngratefulChild18 Great Location
The two ladies who checked us in couldn't have been more helpful, pleasant or accommodating. I wish I had written their names. Comp AM coffee in the lobby would have been a nice touch as would comp bottles of water in the room and maybe WHERE magazine
November 5, 2014
Rated 3 out of 5 by dogtired Sleepless in Wakefield
After paying for an upgrade we were sent to the top floor, when the club room itself was on the 2nd floor. It was sparsely furnished with "hors d'oeuvres" and they were seldom replenished.But the worst nightmare was the racquet caused by a wedding party on the concierge level across from our room. After calling three times for security , the clients still insisted on partying.We were up most of the night.In the AM I talked with the manager who told me that he would gift me 3000 starwood pts. I have called three times and talked to him personally twice where he reassured me that they wpuld be posted. As of OCT 29 they still are not postedI think a month and a half is excessive to give away "points".I would prefer my room rate be refunded personally, but I guess the whole incident has been buried and ignored. Third class act by personnel. The waitresses in the Restaurant should be running the place as they are more customer oriented than the front desk staff
October 29, 2014
Rated 1 out of 5 by Patty screwed up my daughters wedding night
I reserved a room for my daughter and her new groom for their wedding night, I requested that they have a room in "the tower" and that all expenses be charged to my credit card, I filled out an extra form to authorize these expenses. When they arrived the desk clerk was rude, they were not given a room in the tower instead were put in the "old" lower part of the hotel, and my daughter "the bride" had to use her credit card and all incidentals were charged to her, making a nice wedding gift into not a gift. Very dissapointing!
June 10, 2013
Rated 5 out of 5 by Siggi Very nice staff
Our stay at the hotel was enjoyable.
The hotel was nice and the staff was extremely helpful (thanks Julie!)
October 31, 2014
Rated 4 out of 5 by momw Not a fan
The heater blew cold air the entire stay. The front desk lost my gift bag that had been dropped off for delivery the day I checked in (Thurs). I asked about it the following day and the person who had dropped off the gift bag for delivery came to the hotel and spoke to the front desk about the gift bag- no help at all and seemingly unconcerned. On Sun morning when I was checking out I spotted the 2 gift bags sitting on the floor behind the check in desk. So I got my gift bag as I was checking out--- no apology at all from the front desk personnel.
The coffee pot didn't work so I followed the cord to the power strip and plugged it in. Still didn't work so I followed the power strip to the wall socket and found it was unplugged. I did all this while on my hands and knees in a skirt.
Not a fan of my experience at this hotel.
November 5, 2012
Rated 4 out of 5 by GarySuzanne Wonderful Staff Lower Level Rooms in need of remodeling
The lobby is one of the nicest we've seen in any star rated spg hotel. Dual fireplaces flank the entrance that make you feel warm and cozy on entering. A fire pit and patio heater on the outside patio was a lovely fall evening touch.
The staff was extremely friendly before they even realized we were platinum guests. They let us look at several rooms so we could choose our 4 night stay in the room of our preference (Thanks Maureen, you are a gem).
The manager, Stephen and front desk supervisor, Kenan were extremely friendly and helpful. They were both in attendance in the lobby for spg member cocktail hellos. Very nice touch.
We didn't request maid service but asked the front desk for certain room items. Upon our return, all items requested were waiting for us in room. We did have a bulb out in the bathroom that was quickly replaced.
The bed was extremely comfortable and we heard absolutely no noise in our first floor room that looked over the nearby lake.
Now for the slightly under par items. Although our room was very spacious, there was evidence of poorly repaired mold on the windows and the shower pressure was just terrible. The HD TV was way too small for comfortable viewing from the bed. The chairs were a bit uncomfortable and although a small item, we like foot rests for the chairs (a nice item to relax with after a day of sightseeing).
**a great point of the room, it was very clean.
The pool and fitness center is off site located in The Boston Athletic Club. All guests have access to
Strange spg item, the club lounge is not on the club floor. It is located on the second floor. It is not the worst stocked club we've visited but definitely not the best either. They hardly ever had any soda available, never had any bags of chips or similar item available and juice was only sparsely stocked during breakfast and then for cocktails. They did have breakfast bars and various teas throughout the day and their coffee maker made great selections with a good hot chocolate maker, The breakfast selection was OK as was the evening hors d'oeuvres, really nothing special. It wasn't a bad club just not a great one. The one nice part of the club was meeting Kim who was truly helpful. When she learned we were getting over colds, she immediately asked us if we needed anything she could provide, juice etc. She was just great. She also gave us great advice for getting in and out of Salem for Halloween festivities.
Taking all items into consideration, the staff made our stay extremely enjoyable and we will definitely be back. Good location for Boston and Salem and the included open air parking lot is a great perk. This hotel knows that great customer service goes a long way.
November 1, 2014
Rated 5 out of 5 by DrJay2 Beautiful Hotel
This was my second visit to this hotel. The lobby is the best with high ceilings, big windows, fireplaces and comfortable arm chairs. I just love it. I feel like I am at home when I sit in this lobby. Very relaxing. Also very nice serene location close to all that Boston has to offer. The staff is very friendly and helpful. They had a wedding and conference going on the same time on Saturday and they did not even flinch at handling both of these events. Amazing. The breakfast buffet is really good as well I would recommend the lobster ravioli for dinner with real whole lobster pieces in it. The best I ever had. Also leave room for the chocolate flourless torte a very nice treat. I have to say the GM Steve Merrill has done a great job with this hotel. I am looking forward to coming back next year but probably will be back sooner because I had such a great weekend here.
October 20, 2014
Rated 4 out of 5 by SigningGirl22 need slight improvement but good overall
My room was quite comfortable overall, but I did notice that there were candy wrappers in the bureau drawers and someone's false eye lashes in the desk drawer. There was something undesirable in the corner at the base of the window drapes but I didn't investigate to see exactly what it was. The issues I saw had to do with the level of work done or not done by chambermaids. However, the room was nice overall and my request for a refrigerator and microwave were granted promptly. My room was very quiet and I felt safe at all times. The conference rooms were nice and very comfortable. Overall, my experience at your hotel was a very positive one.
August 4, 2014
Rated 1 out of 5 by nick quests are not controlled
this was the worst stay ever. The people in the next rooms yelled and screamed all night up until 2:30 AM. We complained once but it didn't work. Many of your quests have no respect for others and are not properly controlled. Also the bathrooms were dirty which is something we have noticed more and more of. I have stayed at this location at least 40 times over the last 10 years.. No more..
November 28, 2011
Rated 3 out of 5 by RovingReverend Stayed here many times
The biggest drawback is the health club is a short drive. It is closed Thanksgiving eve/and day and Christmas eve and Christmas day. I stay there on holidays. My September stay was in a room with a broken air conditioner. They offered me a partial refund or a new room. It took me several phone calls over two nights to finally get the answer that it could not be repaired and had to be replaced. The engineer never communicated this to me or the front desk. There is an upscale mall built next door. Salem MA is nearby and great this time of spooky year.
October 3, 2014
Rated 4 out of 5 by Sullyinnyc Disappointed by corporate change
I was disappointed to find out a check-in that the lounge wasn't accessible to me anymore. It funny because it's something I've used when I travel with my family. We've enjoyed staying at your hotel, going for a swim in the morning and grabbing an OJ and muffin with my family while we relaxed in the hotel.
So instead of relaxing and not wanting or needing to do the buffet in the restaurant. We went for a swim (which is a wonderful perk) and went back to the hotel and checked out, to head into town get our breakfast. I know it may seem like a small insignificant thing but unfortunately that is now my memory of the hotel. Being offered that access for $20 is just insulting. It's one thing to no longer offer the service, stating it's a Platinum only service but another thing to offer "buy" my way back in. Since Gold is only a courtesy for upgrades I'm not really quite sure what having that status actually means.
I know this may seem petty but truly it isn't meant to be. I've been SPG since '99. I've spent quite a few years as platinum and then as gold. I even moved my corporate account to SPG Amex to ensure I got additional points. Just not quite sure why anymore.
July 14, 2014
Rated 1 out of 5 by DisappointedPeople Unfortunate Stay
Unfortunately, this hotel did not meet my expectations by far. The bathroom door did not close. The deadbolt on the door did not work properly. There was no t.v. for most of the afternoon and night. When I asked for another room, I was told to wait. The staff was not helpful. It was an upsetting stay.
July 10, 2012
Rated 1 out of 5 by snj55 Disappointed in Sheraton Colonial Hotel
About once a year my friend and I get away for one night to the Sheraton Colonial in Wakefield for a "Mom's Day Off" from our responsibilities of running our houses and taking care of our children. On June 23, we stayed at the Sheraton Colonial in Wakefield, MA and the hotel lost power from about 6:30 until 10pm that night. The generator did not work, the hallway was pitch black and it was not an enjoyable experience at all. The staff said there was nothing they could do about the power loss but also admitted that the generator did not work when it should have. I would like a refund because I feel like the hotel did not provide a very satisfying and enjoyable experience for my friend and I.
June 26, 2012