Rated 2 out of 5 by DDDCCC Miscommunication
I had a serious issues with the lack of full communication provided by the the front desk, whether it is a locked out card for a late checkout or still being charged for internet that was comped I was disappointed by the service here.
March 22, 2015
Rated 5 out of 5 by Patrick99 Great stay and very accomodating
I had a great stay again at this hotel. I arrived early than expected, but the hotel was quickly and easily able to find me another upgraded suite that was ready while my pre-arranged room was not. The lounge was in much better shape this time as well, and I had no issues with housekeeping as I had before. Thanks for listening! You are my top choice for hotels in Boston.
February 4, 2015
Rated 1 out of 5 by JRox2014 Sub-par customer service.
Last week I booked a room with two double beds for $X per night at the Boston Sheraton using the SPG website. I received an email from SPG offering upgrades and chose to upgrade to a Junior Suite w. two double beds for an upgrade fee of $Y per night. The combined total nightly rate is now $X+Y. When I arrived at the hotel, not only was this room not available, the man at the front desk led me to believe there was no such thing as a Junior Suite with two double beds and that my reservation was merely for two double beds. Since the room I thought I booked did not exist, I accepted the regular room. Upon arriving in the room, I found it strewn with dirty cups and bags; it clearly had not been cleaned since the last guest. My family and I went back to the front desk and requested another room. This time a woman waited on us and offered us a Junior Suite with a King Bed and fold out couch. When my family and I arrived in that room, it had one double bed, not a King bed. I called down to the front desk to explain the situation to the woman who answered the phone; I asked that they honor my original reservation for a Junior Suite with two double beds. She put me on hold and a man came onto the line; inexplicably, he was able to find us a Junior Suite with two double beds. The front desk woman met us in the Junior King suite and brought us keys to our Junior Double Suite.
Now comes checkout time. When I am told the final charge amount, it sounds high so I ask for the nightly rate. I'm told the rate was $*** including taxes. “What is the rate with out taxes”, I ask. I'm told that the rate is $X+Y plus a $Z upgrade fee. This is followed by an extended discussion in which the staff try to stonewall, tell me that they can't honor the rate I was given when I booked the room, claim not to remember having checked me in (even though the person who initially checked me in is standing right there-he says he checked in a thousand people that night and doesn't remember us), they want an email showing the rate and the only email the hotel sent me showed the rate of $X and a confirmation number they say is not my confirmation number. The staff member who claimed not to remember us then spots my sister and decides he does after all remember us, but smirks when telling his version in which he implies that he has caught us in a lie. My sister and I reconfirm our version which he then agrees is the real version of events and he apologizes.
After all of this aggravation, I am charged $X+Y, the staff acts like they are doing a favor and 'waiving' the $Z per night upgrade fee.
Upon arriving home, I log into SPG and check my reservation. Go figure, the record shows the reservation with the rate of $X+Y. So I ask you: a) why can't your staff see the same information that I see when I make my reservation and when I log in to SPG? and b) why are your staff so determined to waste the customer's time, so willing to lie to our faces, and so unwilling to provide anything that remotely resembles customer service? At your request, I can provide you with documentation that verifies my story.
December 31, 2014
Rated 5 out of 5 by Feismom Beautiful hote, comfortable room
I stayed at this hotel in March 2013 for the World Championships of Irish Dancing. While very busy, the staff worked hard to make sure everyone was well taken care of. There was a bit of a backlog checking in, but since hundreds of others were trying to check in at the same time, I understood. The lobby was huge with lots of seating and free Wi-Fi and I was able to check my bags and go exploring in the attached mall. My room was clean, very comfy bed, really appreciated the free water every day and the housekeeping staff was excellent! My only complaint was no claim chowder available from room service, lol. Would recommend to anyone going to Boston.
April 16, 2013
Rated 5 out of 5 by Coach An excellent place to stay if you are at the Hynes Conv. Ctr
I am the author of the 1 star internet review. Now, having stayed here, I want to make it clear that this is truly an excellent hotel--with the exception of charging $12.95 + tax for internet access. The hotel is a class operation. Food's a little pricy, but it is downtown Boston in Feb. and not everyone wants to walk outside for a meal. The only issues that I had were with the outlets in the room. They weren't convienent for having my phone charging and my computer. A minor maint. item with the shower head not being tight to the long hose was addressed by the time I returned to the room. That plus the internet is the only reason the rating isn't excellent across the board. Don't hesitate to choose this hotel.
February 19, 2012
Rated 5 out of 5 by LAH07 Great stay!
I really enjoyed my stay here. I had never been to Boston before and didn't know what hotel to stay at. This one turned out to be fantastic! It was close to the subway which made it easy to get around to other parts of the city and was located in a nice area itself. Pool was phenomenal and they had once of the nicest fitness centers I have ever seen at a hotel. And there was a Starbucks right on site! The only thing I could possibly short the hotel for was a limited menu in the restaurant, HOWEVER, the waiter took the initiative to get my daughter the food she wanted despite the fact that it wasn't on the menu. Service was top notch!
July 22, 2014
Rated 5 out of 5 by mischa869 I'd give it a 4.5 only because...
It was a great hotel. The only issues: 1. GoGreen - you can get a $5 coupon/day for refusing housekeeping - was weird. You couldn't use it the $5 for alcohol but food and sodas...which would have been fine, but they don't have a restaurant past 11am - just bar food. Plus, when I asked for a few towels, they gave me a little attitude. 2. No restaurant - although PF Changs is just through the doors. 3. For hor d'oevres with Club level, you have to go to the bar (not the Club Room) and select from their menu - it was not clear to me even when I asked a few times.
January 19, 2012
Rated 5 out of 5 by Losanno Excellent SPG Recognition
This hotel is convenient (attached to the mall and Prudential Center). Excellent lounge, upgrade, and Platinum recognition. Nice staff and hotel overall. What all Sheratons should aspire to be like.
February 6, 2012