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 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 $X+Y. So I ask you: a) why can't your staff see the same information that I see when I make my reservation and when I log in to SPG? and b) why are your staff so determined to waste the customer's time, so willing to lie to our faces, and so unwilling to provide anything that remotely resembles customer service? At your request, I can provide you with documentation that verifies my story.
December 31, 2014
Rated 5 out of 5 by TravelJeep 2nd Time Here for my 2nd FirstNight
I have stayed in many different hotels including other Starwood Properties and this hotel is now my # 1 for Boston (Boston Strong).
For large hotel when it is crowed such as for FirstNight, you do not feel cramped. The rooms are very comfortable. Even when the pool is crowed, you still have room to swim. You have the option eating breakfast within the hotel or the various places within the Prudential Center. As for Dinner, the hotel does have a bar and bar type food. For Dinner, within a very short walk, there is a vast selection of restaurants ($-$$$$$) 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 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