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 1 out of 5 by KLX125 awful experience
My bad experience started with the fact they couldn't find my reservation in the system, thank god for a smart phone and I had the confirmation number! Then when I questioned something the next morning at the front desk I was given an attitude and never got a straight answer. The paint in my bathroom was peeling off the ceiling. Just an overall bad experience for my husband and I, We have stayed at cheap motels in the past and had better experiences and would have continental breakfast included but not here at the sheraton they even charge you for the bottle of water in the room I was afraid to make coffee for fear it may cost an arm and a leg.
October 13, 2013
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 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 1 out of 5 by Bob648 Dirtiest hotel I've ever stayed at
Was there over the 4 th of July weekend -was upgraded to Club Class - hotel short staffed for holiday weekend- room was absolutely the dirtiest room I've stayed in . No Air conditioning despite 98 degree weather-have pictures of dirty phone and room-understand they are refurbishing the hotel- why not start at the club level- happy with every other spg stay but this one- work in adjacent area and will not recommend !
November 8, 2011
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 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 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 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 SEBC Disappointing room comfort
The wall/window heater in my room was simply awful...way too loud, with lousy controls requiring one to get out of bed to turn the thing off for some peace to fall asleep and having to get up to turn it on in the wee hours of the morning because the room gets too cold... nope, the unit was not malfunctioning and yes, I know how to operate such a unit. I am dissapointed to find such a low end comfort feature at an otherwise mid-market property. The breakfast buffet was equally disappointing
February 19, 2013
Rated 1 out of 5 by unsatisfied09 Ruined my Boston adventure!
1) Started off at check in: I was standing in the front desk tocheck in while 2 staff members were just talking in front of me not paying attention to the guest in front of them. It took me almost 45 mins just to get the room keys while my mother was waiting outside. My questions were answered with sarcasm and aggression; I was so tired I didn't bother to respond to it. I JUST WANTED TO LAY DOWN!
2# We got to the room, ready to rest: THE ROOM IS FILTHY! We were given a used room. The staff took another 30 mins to give us another room and didn't even help with our luggage.
WORST SERVICE EVER!!! Although we were given a complimentary breakfast #the food was delicious!), the staff that morning was as unpleasant as the staff the night before.
First ever stay in a Sheraton hotel, I'm not sure if we were treated unfairly because of the way looked, dressed or whatever it is, I AM AN UNHAPPY CUSTOMER AND PROBABLY NEVER COMING BACK!
July 2, 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 1 out of 5 by RRZZ Bad Experience Overall
First of all, I was very disappointed with service. No parking close to entrance so had to walk in rain to get to hotel. Once got the room, the staff did not know where the room was. Had gone up and down stairs twice and elevators twice when finally a room service person showed me the correct location.
The room was horrible. The closet door was broken. The phone had static. Person came to fix but he said nothing he can do about phone.
In the morning when took a shower the tub would not drain as water started to fill in the tub. So could not properly shower.
Never going to stay at this location.
August 4, 2013
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 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 1 out of 5 by OOBIE Bad Profits
I have stayed at several Sheratons, and unless I dont have a choice, I will be moving my stays to another hotel. I had resevations for 2 nights, to attend a conference Verizon was hosting in this facilty and to attend a client meeting the following day. Unfortunatly I received a call on my 1st day that the client needed to cancel the meeting. I immediately asked if I could cancel the 2nd day as I would no longer need the room. This was at approx 10:30 AM. I was told that I would be chanrged for the room, and after speaking to the manager it was reduced to a $75 cancellation fee. I understand that I booked the room for a second night, but considering the number of room our company filled over the 2 day period, I would expect an exception. The $75 I was charges is what I would consider a "bad profit". It just cost you my future buisness.
June 20, 2014
Rated 1 out of 5 by 307Travelbug Alot of Money for Nothing!
for a 9 day stay it was outrageous to charge $15 per day for refrigerator, $13 per day for internet, breakfast extra cost, no coffee or hot water in the early morning, no laundry facility on site, $9 parking charge nightly, room not cleaned 2 days in row
June 10, 2012
Rated 2 out of 5 by LATraveler98 Hotel needs improved attention to details
1. Your green program is flawed. You should have housekeeping empty the wastebaskets & refill the coffee supplies daily (had to call for more), even though linens are not changed; housekeeping did not leave a voucher for each day I used the green program. You need to revise the program so that some tidying up and refreshing of supplies takes place each day.
2. The printer in the business center had no ink, and you knew about it and did nothing, not even put up a sign. NOT ACCEPTABLE, especially when there's a Staples right down the street. When you printed my boarding pass, your front desk printer was half out of ink. I had to print it out at another place to make sure that the bar code was legible.
3. I was changed $12 each day for parking. There was no information that this was going to be added to the bill, even though I only used the garage one night.
4. Staff did a good job when I complained about noisy kids in the hallway the first night. I did appreciate the manager comping breakfast the next morning. However, as I was on the 2nd floor, and it was open to the lobby, the noise should have been able to have been heard down there.
5. Staff was very responsive when fire alarm went off due to overcooked popcorn in microwave.
6. I did not think that the room was cleaned very well when I checked in. Carpet needed vacuuming, and there was debris on the floor from a prior guest.
7. My key card did not work to enter the gym/pool area. If I'm a registered guest, it should automatically work there (and in all areas accessible to guests).
June 29, 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 1 out of 5 by Razor19 Cold Showers and No Help
Woke up to no hot water in my room. So I let the water run for 10 mins still cold. I called the front desk and alerted them of the situation in by room. There response was I'll have engineering look at it. My response was I have 20 mins to conclude my shower to maintain my (meeting) schedule. Without dragging out details hotel staff was aware of my situation and gave me no updates or options to correct this situation. Very apologetic at the front desk when I arrived down there but all she could do was say I'm sorry and enjoy your day. Never offered me another room to shower in. Never made any attempt to make things right. At $149.00 a night I had a lot of options in that area. Next time I will use those options. Very disappointed that they had no interest to make things right.
June 24, 2013
Rated 2 out of 5 by Jonn A Bit Under Par
When we made the reservation, the website told us any room could accomodate an extra fold out bed (we had another friend staying with us the second night). However when we asked we were simply told no that it was not possible and my buddy (6'6") was left to sleep on the floor/love seat.
Also, they were unwilling to comp us a breakfast ticket for this screw up on their part. (their breakfast of powdered eggs was $70 for four people).
We were also charged for parking without using the parking garage.
July 4, 2012
Rated 3 out of 5 by 33spurs Free Breakfast Club Floor room
Breakfast was horrible. Club room very poor.
July 21, 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 4 out of 5 by apc001 Some problems
At arrival at the room the small refrigerator did not work and we needed it to keep some medicines. The staff replaced at once, but the new one did not work either, so they replaced once more. Then the safe did not work and they send someone to fix it and then everything was OK. The staff was helpful, but...
The fitness room is very small for the hotel size but when I used it there were only one more guy.
I am very dissapointed when hotels at this level charge for internet.
May 15, 2012
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 2 out of 5 by Steve31 Pretty average
This hotel really left a lot to be desired. My poor experience all started at check in. The hotel has a gated parking garage but I was able to find a empty spot on the road outside the hotel. The desk attendant informed me that parking was $10 regardless of whether you park on the street or in the garage. That is unheard of in my eyes and I travel for business about 70 nights a year.
The rooms and breakfast were nothing special either
April 12, 2013
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 3 out of 5 by Chris2006 Great potential
Pleased with hotel amenities, including plentiful parking for a handicapped guest, and location proximal to the Boston MBTA . Very satisfied with room rates and offers and staff efforts to provide early check-in. One serious complaint: I was scratched by a protruding, one-inch bed spring when rolling out of bed after my first night. I spoke promptly with the front desk and assured them no great harm was done, but that I wanted the mattress replaced. The staff promised to replace the mattress, and when I returned to the hotel 8 hours later, the spring was gone and the sheets had been changed. I went to bed on the second night only to wake up and be scratched by a different spring. Assuming this wasn't a second defective mattress, the hotel clipped the first spring and left me with the same damaged mattress. Not the customer service-friendly Starwood experience I am used to!
May 22, 2012
Rated 3 out of 5 by jim66 Boston Getaway
disapointed abour SPG upgrade. We we told only Platinum members could use the SPG room on the 5th floor. Not what we are used to in other Sheraton Hotels. Parking charges more than our reservations stated. We have stayed here in the past and guest parking was free. I am not sure I would recommend to a friend. We visit Boston several times a year, and will possibly look for other alternatives.
May 7, 2012