Rated 5 out of 5 by Bostonfan37 Great SPG Benefits
i always stay at Sheraton Boston for a once-a-year family getaway. Hotel is very clean, nice pool and sauna, Staff has always been courteous. SPG benefits are very good!
January 5, 2015
Rated 5 out of 5 by MisterRealityCheck The Embodiment of Excellent Guest Services
Our visit was off to a bad start, and I was in a bad, bad mood.
We arrived in Boston late and tired, and found no cabs at the train station. The one driver hanging around passed himself off as a legitimate cab, and charged us twice over what would have been the regular metered fare to the hotel, claiming it was a late night flat fare.
Arriving at the Sheraton, this same hack claimed not to have change for a $50., but the doorman reacted swiftly and offered to get us change from the front desk. Meanwhile, I cautiously noted down the hack's tag number.
The attitude adjustment, however, began instantly at the front desk, where the young man who checked us in went out of his way to make us feel welcome and comfortable (I wish I could remember his name, but my mind was elsewhere, still upset at the hack). He upgraded our accommodations -- with access to the Club Lounge, no less -- and made sure we had help with our luggage. We were hungry, so he informed us we could come down to the SideBar & Grill for a quick bite. We went to bed happy with the knowledge that all was well again.
The following morning, after sampling the very nice breakfast spread provided in the Club Lounge (with a lovely view of the city), we asked the concierge for sightseeing suggestions. Amy was wonderful -- knowledgeable, courteous and caring, and very discerning, especially in helping us make sensible choices to accommodate our children's interests as well as our tight schedule. (We followed her suggestion and hopped on the sightseeing trolley.)
After a fine day of sightseeing, we returned to the comfort of our room -- it had been explained that the hotel had recently undergone a major renovation, and it shows -- and tried our luck again, asking the concierge for dinner recommendations. This time it was Alaina who hit the homer, and sorted out the reservations at a nearby seafood restaurant.
While waiting at the concierge desk for Alaina to confirm our dinner reservation, I also took the time to inquire about what steps to follow to report the hackney. Brenda, the terrific gal in charge of guest services, stepped in to offer her assistance. After taking down all the information, copying the hack's receipt, and offering to intervene with the Boston PD, she even comp'd our forthcoming taxi ride from the hotel to the airport. This, in my judgment, is the embodiment and essence of true customer service -- going out of one's way to make the customer feel more like a valued guest, and not just another room night booked to meet a daily sales quota.
More than the physical environment the hotel itself offers, I cannot say enough good things about the service at this Sheraton, and will make it our only choice when traveling to Boston.
Oh, yes, for those who still want the 411 on the property, who like to read the minutiae, here goes: The rooms are large, well appointed, clean and very well maintained... what else would you expect at a Starwood property? The hotel connects to the Prudential Center, the luxurious Copley Place Mall, as well as to other upscale shopping and dining, and is walking distance to funky/boutiquish Newbury Street.
It also has an indoor pool -- but if it's a splash in the pool you're after, then come on down to Florida, there's plenty of water here.
January 5, 2015
Rated 5 out of 5 by TravelJeep 2nd Time Here for my 2nd FirstNight
I have stayed in many different hotels including other Starwood Properties and this hotel is now my # 1 for Boston (Boston Strong).
For large hotel when it is crowed such as for FirstNight, you do not feel cramped. The rooms are very comfortable. Even when the pool is crowed, you still have room to swim. You have the option eating breakfast within the hotel or the various places within the Prudential Center. As for Dinner, the hotel does have a bar and bar type food. For Dinner, within a very short walk, there is a vast selection of restaurants ($-$$$$$) to choose from and on long stays you can not get bored. The best part for me is to leave the car in the lot and take public transportation. The hotel is close by to the Green line T stop in the Prudential Center and 2 other stops just blocks away.
What makes this hotel special is the warmth and friendless of the entire staff. It is the same when I first experienced this 3 years ago. The concierge was 2nd to none. The recent renovation that took place definitely an improvement since the last time I was here. And I felt last time was great also.
January 3, 2015
Rated 5 out of 5 by TERFIN Great Hotel
Simple. This is a great hotel, and very reasonable.
January 2, 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 4 out of 5 by Latoya Gala
Staff did a good job and were very responsive to guests that attended the NSBE gala.
December 18, 2014
Rated 2 out of 5 by TMM001 Requires care.
Room was spacious and good although the bathroom left room for improvement. Room for improvement also in the billing - I was double charged for the first night and the staff was not very helpful sorting that out. And if you also find bad cell reception, beware of the land line: $8 per minute. Knew it was bad but that bad?
December 11, 2014
Rated 4 out of 5 by SDMike14 Excellent club lounge
The rooms are small and most of the treadmills and cycles were broken in some manner. The highlight was the club lounge, especially the morning person (Mahmsour?). She was very pleasant and accommodating. The best employee we encountered.
December 10, 2014
Rated 4 out of 5 by Anih Very good with MRS academic discount rate
This hotel is very good and recommendable with MRS academic discount rate, but without that rate, I may not have selected this hotel because the rate is very high.
December 9, 2014
Rated 5 out of 5 by vegetto1126 Nice Room with Great Location
The room was surprisingly spacious, and the bed was big and comfortable. Near and easy access from Logan Airport.
December 8, 2014
Rated 4 out of 5 by Grevey Informational Hang Tags on desk
This may seem like a small complaint, but the rest of our stay was excellent, so we just wanted to point it out to you. When we arrived in our room we saw hang tags on the desk. One of them had the handwriting of a previous guest with her room service breakfast order still on it. The other tags were stained, bent and just looking gross. These tags should be replaced just like the other disposable items in the room....please.
December 1, 2014
Rated 5 out of 5 by algar wonderful
This was great the staff changed our room to be away from the elevator
November 30, 2014
Rated 5 out of 5 by Sentele Great Experience
I found my stay at the Sheraton Boston to be really wonderful on all counts. Staff was courteous, amenities were great.
Very nice establishment.
November 25, 2014
Rated 5 out of 5 by Jackie7272 This hotel is a great place for a getaway to Boston
Friendly staff greet you and you enjoy the comforts of home
November 24, 2014
Rated 5 out of 5 by GRM47 Great Hotel
The staff at the hotel were excellent and very responsive to our needs. It was very easy to go over to the convention center for meetings so we did not have to manage coats, etc.
November 24, 2014
Rated 4 out of 5 by wb1104 Good experience
Staff was very good. A special thank you to my room maid, BO YI. A wonderful lady and always had a smile.
Also thank you to Genet Abebe, from Apropos and the restaurant. What a pleasure. Lastly, at the lobby, thank you to Eloisio Silva and Chandra Girdhari.
November 22, 2014
Rated 5 out of 5 by KenOhio Laundry
Laundry fees were entirely too high, but you provided no alternative guest laundry. Laundry service,though, was good and timely. I recognize that this is a first class hotel in the middle of a major city, but you could provide a less expensive laundry service for your guests. Sorry, a sore point for me.
November 20, 2014
Rated 4 out of 5 by RaoulM A good hotel let down by poor management
I had intended to email the manager but since the only email on the website is sales I have no alternative but to air my disappointment in a review. This is a decent hotel in a good location that has ( at least in my room in the south tower) been upgraded nicely.
My stay was unfortunately marred by repeated clear examples of terrible management. Each evening I had a drink at the bar where I was able to listen to, three nights in a row, for at least two hours each, various staff moan and complain about shifts, coworkers, customers, etc. not once did any of the managers try to curtail this bellyaching all of which was clearly heard (probably was meant to be heard) by bar patrons.
On my checkin, lines were long as only two people were working the front desk. On my checkout, at 830am on a busy Friday morning, only ONE person was working. Your hotel has over 1200 rooms - does that seem right? What made it worse was the procession of staff into and out of the back, each of whom looked at the long line of frustrated guests and not one of whom did the right thing and jumped in to help.
I presume I am now checked out, after 15 minutes waiting and with a meeting to get to, I just left my keycard on the counter.
Completely unacceptable and spoils the otherwise decent overall experience.
November 14, 2014
Rated 3 out of 5 by HermanB Business Travel
Front desk staff werent welcoming, even for a Platinum guest who spends 75 nights a week at a Starwood property!!!
Think the concept of customer service wasnt explained to them
November 14, 2014
Rated 4 out of 5 by perspektiv Great in location.
Very convenient to Hynes Convention Center. It also helps to take an airport shuttle, although I couldn't make a shortcut through Convention Center on my departure date.
I stayed at the top floor of the south tower, which brought a great scenery. The room was clean. The hotel suggested 'green choice', by which turning down a room cleaning would be rewarded a food voucher, however, no voucher were delivered to my room.
November 14, 2014
Rated 5 out of 5 by Lynne2731 so very convenient
This hotel is so convenient for the Hynes convention center because you don't have to step one foot outside into the cold Boston weather. The executive lounge is a great feature, and the staff there are always so happy and ready to get you anything you need. I just wish more of my meetings were in Boston.
November 12, 2014
Rated 5 out of 5 by snop nice stay
I enjoyed my stay.
Parking was a bit $$.
November 10, 2014
Rated 5 out of 5 by Patrick99 Great hotel and good value
Great hotel for the value. Close to everything in Boston, and connecting to the Prudential Center and Hynes Convention center is very helpful. Only drawback is the Club Lounge. Its often over crowded and VERY messy. During food service times, they do not have enough staff and plates are piled on the tables from multiple guests and service area has spills and crumbs and is not sanitary.
November 9, 2014
Rated 4 out of 5 by Patrick99 Great stay
Wonderufl stay. We had a great upgrade to a nice suite. We also had to extend our stay due to a medical emergency and we were givne the cheaper rate. Very responsive staff. Great lounge!
November 7, 2014
Rated 5 out of 5 by michaelj359 Great Hotel
Went for a long weekend with my significant other, This hotel is in a great location to all mass transit locations, and also great walking distance to the major shopping outlets.
November 7, 2014
Rated 5 out of 5 by frskynow32 Another snuggly Sheraton bed
A weekend in Boston means a lot of touring around, but the whole time, in the back of my mind, I had thoughts of the nice, comfy bed I would enjoy at day's end. Comfort and warm friendly service-that's Sheraton!
November 5, 2014
Rated 4 out of 5 by lorax Excellent service and comfortable room, but poor ventilation
We had a three night stay on a family visit to Boston. The service we received was impressive, with a great response to my SPG status and excellent facilities in the Club Lounge. The room was well appointed and comfortable, and excellent in all respects except one: the ventilation. When I set the a/c at a temperature that was comfortable for sleep it was very noisy, but switching it off left the room very stuffy. I would have been happy with an open window, but in its absence the ventilation really needs to be improved.
But this was just one blot on an otherwise very impressive and comfortable hotel, and I look forward to staying there again on subsequent trips to Boston. The location was fantastic, within easy reach of all the wonderful restaurants and facilities Boston has to offer.
October 31, 2014
Rated 4 out of 5 by halifaxtraveler Loved my bed
Quiet room, comfy pillows, great view, room service, excellent wine. SPA. What else does a girl want on her day off.
October 29, 2014
Rated 4 out of 5 by etriana6 Room with a view
The view to the Charles River is unique. Memsura in the Club Lounge is always greeting and serving as in home.
October 27, 2014
Rated 4 out of 5 by California2014 Great place to stay in Boston
The hotel is situated in a great location in Boston. Walking distance to many attractions in Boston. attentive staffs.
October 27, 2014