Rated 3 out of 5 by MiamiVisitor Good location to Boston area
This hotel is always so busy that they don't pay any attention nor make platinum members feel appreciated. Responsiveness to extraordinary circumstances is poor. For example, the last night I was there, we had a fire alarm set off at 1:45 am. Trying to reach the front desk to ascertain if it was a false alarm or if evacuation was required drew no response ... And no announcements were made over the public address system.
I stay here because it's close to where I want to be, but the service is lacking because this hotel takes it for granted that they are always quite busy. Lounge maintenance and food offerings are average at best, with the coffee machine often not working nor being maintained by staff properly (out of 5 nights stayed, 3 of the nights the coffee machine had a "requires filter change" light on).
August 26, 2014
Rated 4 out of 5 by John831 Great stay
What a good experience - with the exception of the fire alarm at 2 am Sunday morning (somebody overcooked the popcorn!) it was a great inexpensive way to stay close enough to downtown for an easy commute into Boston. I highly recemmend visiting Cheryl, Allison and Priscilla in the restaurant for a great hamburger or drink at the bar. They were all friendly and made sure all needs were taken care of, with a great attitude and attention.
August 25, 2014
Rated 5 out of 5 by BK2345 Nice Hotel
Nice hotel, great lobby lounge area, preferred floor was nice with large rooms.
Pool was a little of a let down - could use a deep cleaning. otherwise facilities were great
August 25, 2014
Rated 2 out of 5 by 337sad Quite a stay!
Our stay included a fire evacuation @ 2a.m. and party/wedding music playing still at 11 p.m. NOT pleasant. Booking a room a month in advance for a wedding included a HUGE price increase. Needless to say, we are not staying here! Nice staff and clean accommodations.
August 25, 2014
Rated 3 out of 5 by swion001 parking
parking system is broken, inconvenient and overpriced
August 23, 2014
Rated 2 out of 5 by basics Not what it used to be
The amenities in my room were lacking: day 1, no conditioner and no shower gel; day 2, no shampoo, no conditioner and no shower gel. I elected at checkin not to have my room not cleaned in exchange for points -- this comes across as so chintzy, by the way -- but still felt that my room wasn't really serviced anyway. Bed was made, but that was it. Had to step out of shower - soaking wet, call downstairs to ask for shampoo, drip on floor while waiting the 10 minutes for it to arrive, and then finished my routine. I stay here regularly for business but will seriously reevaluate next time.
August 23, 2014
Rated 2 out of 5 by Toby2014 August 17-18, 2014
We stayed 3 years ago and everything was wonderful. Service was lacking during this stay, and some things needed repair. We were told to call the front desk when we returned from Boston on the T and the shuttle would pick us up. We had to call twice. During the second call to the front desk they acted as if they didn't recall the first call I had put in. We were not happy being stranded without a ride for double the time that would be considered reasonable. When I brought this to the attention of the front desk, the young women was argumentative. Very poor guest relations from this staff person. Next, Wifi was not working in our room. After bringing this to the attention of two different staff members at the front desk, one acted surprised and the other gave me the quick brush off response. They did respond quickly by connecting me with their local support team. After spending about an hour of my time with them on the phone, no one would acknowledge that Wifi wasn't available in the room. We discovered this after testing our other devices which showed no Wifi was even available. With current day technology, this is unacceptable. By 9:30 pm, being exhausted from the day, we next found that the TV was not working properly. Most stations were going into an intermittent digital freeze. At this hour, no one wants a maintenance person invading our rest time so we did not call the front desk. It appears that this staff needs a brush up course on how to handle guest relations. They also need a system in place to check to make sure everything in the room in working and in good repair before each guest arrives. It would be wise on the Sheraton's behalf to send me a voucher for a reduced stay in the future to compensate me for the time I lost, over an hour, by spending time on the phone with their local support team to fix Wifi that never existed in the first place. Time is money and I'll never get this lost hour back, nor the time I needed to spend using Wifi which the hotel advertised as a room amenity.
August 20, 2014
Rated 1 out of 5 by fabricio very unhappy, feel disrespected,
started from the moment i got to the hotel, having to wait in line for 30 min because there was only one lady checking people in and she didnt seem to know what she was doing.. ( not enough people to help costumers at the start ), after they didnt know what to do with the parking lot as i couldnt park my truck in the garage because the truck was too tall and wouldnt fit on the garage, the lady didnt know if she should charge me for parking or not, guess what happened? i have been charged twice now,... got there at 3pm saturday, left 10 am sunday and was charged for 2 nights of parking,
then we go to have breakfast, i tried to use a gift card that was given to me by the hotel ( $ 5.00 ) the people from the breakfast area didnt seem to know how to do it, i asked the manager if i could use my gift card because i was about to leave to go home and would lose the 5.00 dollar gift card he said NO PROBLEM, guess what happened? been charged twice again...
two parking fees in one day, two breakfast charges in one day...
the worst comes now..i have called the hotel many times, spoken to 3 diferent people THEY DONT CARE, they say they cant do anything, dont know how it happened, get transfered to the billing dept every time, get a voicemail from a man that is apparently in charge of that but been 3 days not a phone call back...one thing i have to say was my 1st time at a sheraton hotel and will be the last...will never go back again and every time i hear about a friend going he will know about what happened to me..
August 19, 2014
Rated 4 out of 5 by pd1234 Nicely Renovated
Hotel was very pleasant, rooms are clean and comfortable. Nice bathroom fixtures and general room décor.
August 5, 2014
Rated 2 out of 5 by Ronb1 Poor restaurant service and room preparation
Breakfast service was very slow. On July 27, it took 45 minutes to get our food. Other customers who arrived after us where served before us. On July 28, it took 30 minutes to get food. We had to ask for menus after waiting about 5 minutes without menus.
On July 27, we returned to our room in the afternoon and dirty glasses from the previous evening were still in the room and had not been replaced with clean ones. Also, the coffeee and not been replenished. I had to call to get the glasses and coffee replaced.
On July 27, a supervisor from the kitchen told me I would get 10,000 SPG points (the equivalent of a free night) for our inconvenience.. I don't have them yet.
August 5, 2014
Rated 3 out of 5 by MJTMBA Beds were comfortable and rooms clean due to recent renovations.
This hotel was probably my least favorite spg property- to date and I have been a member since 2001. The rooms were clean/updated and the beds comfortable due to recent renovations but the hotel seriously lacked in the quality of the hotel staff and amenities. The gentleman who checked us in was extremely helpful and pleasant; however staff encountered for the remainder of the trip was not attentive or helpful. Calling the front desk consistently resulted in nobody picking up the phone. This was not once but multiple times throughout our stay. The evening front desk manager argued over sending up a roll away. We purposely booked a suite to accommodate a roll away and after getting home at 1 am from a wedding, the front desk manager said he would not send one up due to blocking the front door which was not relevant when we had a large suite with alcove. About a half hour after our conversation, a roll away was brought to our room with no explanation. The effort to obtain this was just not necessary.
The pool area is in need of improvement. The lounge chairs and tables were in good condition but the concrete around the pool and hot tub edge looked dirty and run down. The tile floor to the pool was extremely slippery to the point where my husband lost his balance and almost fell from walking slowly on the surface. When I mentioned this to the front desk staff, she asked if there was excessive water- which there was not- but she said she would have someone take a look.
Parking in the self-service garage was inconvenient and we did not agree with a daily charge of 12 dollar to have to walk five minutes to your car. I would rather pay a higher price for valet.
Overall, this spg property was disappointing and I would not return.
August 4, 2014
Rated 5 out of 5 by MABusinessTraveler Enjoyable stay
Despite an industrial park-looking neighborhood, the property itself was everything you expect of a Sheraton. The staff were accommodating and the room upgrade was appreciated. We took advantage of the pool and bar area. All in all, a pleasant stay.
August 1, 2014
Rated 2 out of 5 by jown Really need to sort out the food
Rooms were looked after well, but a bit dark and miserable.
The "bing-bing" noise from the service elevator (near my room) was comparable to torture, going over and over again first thing in the morning as staff went about their duties.
The real let down though was the food. Steaks were dry and tasteless, breakfast up on the 5th floor, (i.e. the one included in your room rate) was abysmal, there was no real choice and the breakfast room was too small and often too crowded.
The staff, however, were all good, friendly and helpful, the gym and pool were nice enough and well enough equip.
July 31, 2014
Rated 2 out of 5 by SportsMom12 Could Improve
For the 2nd year in a row, there was a day and a half of no television service. That's difficult when we're trying to get athletes to just relax and wind down.
We were there with a sports' team that did not have breakfast included but it appeared that just about everyone else in the hotel had a key to the 5th floor "lounge". Why not be like the other chains and just offer free breakfast to everyone? For an early game, our only option was a very over-priced room service for $30.
July 28, 2014
Rated 5 out of 5 by kathyrochesterny Restaurant Staff is awesome
I wanted to compliment Allison who works in the restaurant she was excellent and was very friendly. It is always nice to be recognized and that little extra attention makes the difference with customer service and retention.
July 28, 2014
Rated 3 out of 5 by Buddypug Disappointed
When we arrived for a hockey tourney my son went to lay down before his game he found dried up snot on the blanket.The front desk said someone would change it ,but there attitude was it was no big thing.When housekeeping came their reaction was so what do you need. No refund ,discount etc.
Not pleased with this service !
July 27, 2014
Rated 3 out of 5 by Z1957 Not what you would expect for the price.
Value for money is not what I have become accustomed to with the SPG brand at this particular property.
July 26, 2014
Rated 5 out of 5 by WOJO Perfect as Always
I have been going to this Hotel for 12 years but have been gone for the last 3. The new renovations have taken this property over the top. It is beautiful and the restaurant and bar have been totally re-done. The entire flow the rooms everything fantastic.
The manager Christopher actually has been involved for 12 years with the property
July 24, 2014
Rated 4 out of 5 by anumeg Shuttle Service
It would be really great if Shereton provides free shuttle service for Boston Logan airport.
July 24, 2014
Rated 3 out of 5 by 33spurs Free Breakfast Club Floor room
Breakfast was horrible. Club room very poor.
July 21, 2014
Rated 4 out of 5 by soul00 Room is good however, hallway smelly and food expensive
The room was comfortable.
Internet was complementary and worked well.
I find the following as need improvements:
- The food was very expensive with slow service.
- The hallways were smelly of food that was left there.
July 20, 2014
Rated 5 out of 5 by goodeyes excellent service
The staff was very accommodating, friendly and helpful. The hotel has the capacity to service any occasion. I was there for 9 days , and saw the staff transform the hotel for different events. The staff showed willingness to help , no matter what department they are from. The rooms where spacious, and the club room is very efficient. . I like that there where computers in the club floor as well as the lobby. Free wifi was also a plus.
July 16, 2014
Rated 2 out of 5 by bb1958 overpriced, everything is extra
This hotel charges extra for *everything.* $12 a night for the privelege of parking your vehicle. Unreal. $12 at the bar for a drink. Incredible. Very unfriendly coffee servers and bartenders.
Not even a free continental breakfast. Down here in Texas, I'll give my business to places where they're friendly, you park for free, you get happy hour food and two drinks, and free breakfast. Now *that's* a hotel.
July 16, 2014
Rated 4 out of 5 by Edunter Above average overall
The Hotel's decor ihas a very modern feel...the lobby and bar/restaurant are open and bright.
We stayed in a suite (211) and liked the size of the room, but there was a half wall to separate the sleeping area from the living area so if you have guests in you better put your clothes away!
Also the bed was really far from the one A/C unit and the thermostat so even at the coldest setting the air near the bed was stuffy and much warmer. I called for a box fan but they didn't have one (surprisingly).
The bed was comfy, and the bathroom was clean, but their were only 2 bath towels that were on the smaller side and one was yellowed...not what I'd expect in a suite.
There was a wet bar with fridge but no mini bar so BYOB I guess.
The desk setup was also nice and spacious, but again it fell short with the cheap office chair that was like sitting on a top...it was unstable and clearly wasn't replaced when the rest of the room was given a facelift.
They've done a lot to this hotel but need to do just a bit more to compete in the $275 per night suite business.
July 15, 2014
Rated 4 out of 5 by CPinGA Nice facility.
Facilities and staff were excellent however soundproofing between rooms was an issue. Our neighbor had snoring issues and was a very early riser (3 am+snooze) and all of those activities adversely impacted our experience.
July 15, 2014
Rated 4 out of 5 by LCskater My repeat stay at this hotel
You should make sure to arrange for the cleaning staff to clean your room. The cleaning staff told us they have until 4:30 PM. Also do not assume you have a refriderator in your room, you should check at check-in. Otherwise the staff at the desk are wonderful and friendly. The hotel is reasonable and nearby to Boston. It is clean, comfortable and visually appealing. I have stayed at this hotel before, several times.
July 14, 2014
Rated 4 out of 5 by JMBJess13 pleasant, comfortable, and economical
This was my family's first vacation together. I have a 2 year old son, so keeping him entertained is important. While the picture of the pool on the website made it appear much more beautiful than it actually was, it was still perfect for the family. By the end of our trip my son had learned to swim like a champ.
Our room was pleasant, bathroom was clean and water was nice. While the beds were super comfy, they were very small. We had a room with 2 double beds, but they were more like a large twin. My boyfriend is over 6 feet tall and I'm 5'8". We did not have much space. It never would have worked if we were heavier people.
Our room was near the pool, so families were constantly going by, but we never heard a thing. Our room was very quiet.
Really, the only thing I was not pleased with was our "package deal". It included a med pizza and a pitcher of soda. Their medium looked like a personal pizza, there were cans of soda and there was also a fee. We got charged a delivery fee, I guess taking the elevator up one floor uses a lot of energy. Then upon receiving it, the lady who delivered it informs us that tip is not included in the total. I am a server and bartender, I would never say that to a person. Most people will tip regaurdless, you don't need to tell me to give you even more money. I found it very rude. If I knew I was going to have to spend $12 on my free meal, I would have just ordered an actual pizza from a restaurant and had it delivered. Out of curiosity, I looked up in the café menu to see how much it would have been without our voucher. $44 is utterly ridiculous!
Overall our stay was great. Boston was such a great place to visit and there is so much to do and see. We will definitely be back and I would definitely stay in this hotel again.
July 14, 2014
Rated 4 out of 5 by John070965 Title
Desk agent left me waiting for 5 minutes while she answered numberous questions from a potential guest. I am an SPG member and expected better service. The bartender and waitress also spent most of their time talking to each other when I wanted service.
July 11, 2014
Rated 4 out of 5 by Entrepreneurs Friendly Staff
The basics are covered at this hotel - comfy beds, hot showers and the new Starbucks cafe is a great add. The staff is very friendly and helpful, and are knowledgeable about the area and assisting guests.
July 9, 2014
Rated 4 out of 5 by CL01 Green is less than green
We opted for the "Green" program in which guests forgo linen and towel change in exchange for a $5.00 voucher. What we got was no room cleaning services of any sort -- I don't think they entered the room at all during our stay. I am willing to participate in reusing linen and towels to contribute to "green" designation. I am not willing to forgo all room cleaning/consumable replenishment services in exchange for a measly $5.00. This is not "green." This is a cheap way to curtail staff services -- thus my two stars on staff responsiveness.
July 2, 2014