Rated 3 out of 5 by RB001 Great Location / Below Par Customer Service
Great location for a hotel...very convenient to all things you need while you're away from home. I haven't had a great experience with the customer service though. Checking in was ok. I was put on a room in the building where all the non-platinums are put (I am a gold level member). The room was stuffy, the carpet didn't look quite what one would expect of a Sheraton.
SPG doesn't get you your receipts online. You have to set it up with the individual hotel for your receipts to be emailed. I had to get my receipts for April and I called the hotel on Saturday of the Memorial Day weekend and got a couple of rude customer service personnel to answer. The first time I call, the first rep who answered my call, doesn't even listen to my full question and transfers it mid-way to another...not even telling me so! Then the other person, as soon as I start saying "I need copy....", the lady hangs up!!!!
Then I call back immediately and it goes to the same lady and the lady goes, as if continuing from where she left off...."Sir, you need to call back on Tuesday and I can't help you"....
First of all, they don't have the basic manners of dealing with the customer and then give me this one stupid answer...how stupid can Sheraton get....or is it?
May 27, 2013
Rated 2 out of 5 by JN47 Inconvenient elevators
We stayed at this facility to attend the Anime Boston convention. We booked a quiet hall room, but did not get it and we were not told this upon check in. After one noisy, sleepless night we were moved to a quiet room. The elevators are always full, broken and it was quicker to walk the 12 flights of stairs - even with all our bags. The wait for the elevator could run as much as 10 - 15 minutes. Thought it would be easy to stay here but will not next year for the convention.
May 27, 2013
Rated 5 out of 5 by HCCR422 Excellent Stay!
Location - perfect location with many convenient T stops, restaurants, proximity to the universities, Fenway and downtown.
Service - above and beyond, hotel proactively upgraded us to a suite with a fantastic view of the Charles River and Fenway.
Lounge - well staffed and maintained despite the crowds. I would prefer some hot breakfast items, but the breakfast was more than adequate, fresh and delicious.
This will be our go to hotel in Boston for all future stays!
May 21, 2013
Rated 2 out of 5 by K0513 One Week Stay Review
The hotels is within walking distance to the Charles River and many restaurants and bars. If you jog and want to get to the Charles River running paths, this hotel is close. However, the room rate is high for average room and restaurant. Unlike most Sheratons they charge for internet. The service in general is better than average. I had a few problems at this hotel and reported one. The TV reception went out for my last night in the hotel and most of the morning. They fixed it but it took 3 visits to correct it and a Direct TV specialist to fix it. One main precaution, if you are a light sleeper, DO NOT have them place you next to the elevator. It is noisy. One bright spot, the maid who cleaned my room was excellent. She cleaned and paid attention to what I was using and replace them as if she could read my mind. Here are the biggest negatives for this hotel.
If you rent a car and try to park it with them. It is very expensive. I paid $36 for 2 hrs. All day is $47 for valet. They do not give you a reduced rate. The parking is actually in the Prudential Shopping Center and you most likely will park a good distance from the hotel entrance. Finally, the hotel is the closest to the Hynes Convention Center so it is convenient.
May 17, 2013
Rated 2 out of 5 by Zbss needs improvements
Nice lobby but king bed rooms are small and nothing special. During my 3 night stay, the internet failed to work for one whole day. When I contacted the front desk, I was transferred to Sheraton tech support and put on hold. After waiting for too long, I decided it would be easier to go use the internet at a Starbucks. On day two, the TV did not work at all. Once again, I contacted the front desk but this time they were aware of the problem. I was told that a service tech was on site but would not be able to fix every room by the days end. To make my stay even better, I was late to a meeting which I left 10 minutes ahead of schedule thanks to the elevator system. I waited 7 minutes for the first elevator to come and once it did, I had to wait 4 more minutes for another elevator since it was completely packed. Finally an elevator car came but of course we stopped on almost every floor while heading down to the lobby (I was on the 18th floor). Tip for those heading out to work in the morning...give yourself 15 minutes extra to get to the lobby.
May 16, 2013
Rated 3 out of 5 by RafKam A Well-Located Mammoth
Apart from location, I am struggling to find too many positives about this hotel. From the long lines at check-in, to the massive crowds attending numerous events and conventions, and the endless waits for an elevator in the mornings (plan ahead), I see little reason to actively want to stay at this hotel. What's more, it seems to be way overpriced and is often fully booked.
Rooms are fairly spacious but outdated. There is good Platinum recognition, but the Club Lounge is not much to write home about. The location, and the fact that it's connected to the Prudential Center is the main draw. A special mention to staff as well which is very helpful.
All in all, if you are after a soulless, larger-than-average Sheraton, this one fits the bill.
April 19, 2013
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 1 out of 5 by Nick2013 Unacceptable Wait Times
At least employees were friendly when you were actually able to talk to one. However, service was non-existent. Lines were beyond unacceptable. All hotel services were ridiculously understaffed. I waited almost 30 minutes to check in - then upon arriving at my room, it hadn't even been cleaned. I complained and did receive a different room.
Throughout the entire stay, every time I walked through the lobby, there were always many guests waiting in line (normally 10+ guests and only 1 person working the desk). Phones were constantly ringing in the lobby, going completely unanswered.
I never received my bill prior to checkout as expected. So, I went to the lobby to get a copy. I unsuccessfully waited in line for 10+ minutes to receive my bill (the line was 10+ people) and the line never moved as the same initial person was still being served (once again only 1 person working the desk) so I gave up, dropped my keys in the box, and hoped I wouldn't be randomly overcharged for anything. I then went to have my luggage stored by the Bell captain. I waited 15 minutes before even seeing an employee along with the 20+ other people waiting. There were also 30+ pieces of luggage just sitting in the middle of the lobby. I saw people walk up and walk off with luggage (not sure if it was theirs and they gave up waiting or if they decided to steal some - the hotel wouldn't know either way because there was no one around). At the end of the day, I had to wait another 15-20 minutes to get my luggage back.
I really wanted to complain to someone in person, but I was unwilling to wait over an hour to complain about having to wait an unacceptable amount of time. One could argue (poorly) that due to the Biomaterials Meeting as well as local Marathon events that the hotel was going to be busy. I could have predicted that as well and if it looked like the hotel was making a reasonable effort, I would have understood having worked in the restaurant / hotel industry while younger. But having 1-2 employees working the desk checking in / checking out guests for a hotel of 1200+ rooms is not only poor planning, but poor management, service, and completely unacceptable for a 4* hotel.
April 16, 2013
Rated 2 out of 5 by shuyer This hotel was very disappointing
I often make an effort to stay at a Sheraton when I travel and have had excellent experiences in London, Toronto and elsewhere. This hotel (Boston Back Bay) was not worth the rate charged for the room. The interior design was dreary and worn, the carpets were old and in need of replacing, the elevators were missing buttons and the beds were not very comfortable. I could have stayed elsewhere in a two block radius for the same cost and had a much better experience.
April 4, 2013
Rated 1 out of 5 by Stormy65 I would not return
My husband and I travel a lot
We had booked 2 months in advance and we got a horrible room by the elevator and ice maker.
no alarm clock
Complained they could not change our room
Pink tile in bathroom had mold on grout
March 22, 2013
Rated 4 out of 5 by FrequentTraveler13 Comfortable Boston Hotel
I enjoyed staying at this hotel. The staff was very helpful and the hotel was beautiful. I immensely enjoyed my stay here.
March 20, 2013
Rated 4 out of 5 by lrkr Lovely place to stay
I stayed on the 28th floor with access to the Club Lounge. My room was very comfortable with lots of space. The Club Lounge offerings were excellent! Having the mall right there was great along with the MTA stop for getting out and about. My only negative would be the bathroom - the room is so small that the door barely opens 90 degrees as it bumps into the tub.
March 11, 2013
Rated 5 out of 5 by Stephenzi Wonderful stay
Due to Hurricane Sandy, we headed out of NJ the night after it hit, as we knew it would not be fun to be there for a while, and we headed to Boston and made a reservation at the Sheraton Boston. I know that we left a disaster behind, but once we arrived, we felt like we were in paradise. I just cannot say enough about how nice the room was and howeach and every staff member treated us. We stayed for two nights, and then decided to stay one more night at the sister property, the Copley.
We spent our evenings dining out at restaurants in town, so we did not really get to eat anything at either place, but we will definitely be back for more mini vacations, even if no hurricane blows us out of town:)
March 4, 2013
Rated 2 out of 5 by Unsatisfied Worst hotel customer service!!
The front desk accidentally canceled my reservation and could not get it back because the hotel was oversold. I had a reservation for Monday – Friday and I asked if it was possible if I could stay at a different hotel Tuesday night for a work conference out of the city. She said yes and changed my M-F reservation to a Monday reservation. She then tried to book the Wednesday/’Thursday night reservation but said the hotel was oversold and there was nothing she could do. I asked if I could just keep my original reservation and she said it was gone. This is not my first poor customer experience with SPG properties.
February 3, 2013
Rated 5 out of 5 by Hollie157 Wonderful Staff & Location
The staff at this hotel went above and beyond to make our stay enjoyable. Tara checked us in and gave us a complimentary upgrade when she found out we were there celebrating a birthday. It was also a great location, with quick access to shopping and restaurants. By far the best stay I've had in Boston yet.
January 26, 2013
Rated 1 out of 5 by Jeremy1 this hotel staff was not helpful
I had an employee rate when I got there the front desk told me " I saw your rate but there is no confirmation of my reservation I called the person, he called and give the them the confirmation the say no he has to have a letter from his boss before they could accept it. it was $94/night and they decide to charge me $239.20/night they don't give point on my spg it was my wedding day I say ok whatever it was very disappointed that day
January 8, 2013
Rated 1 out of 5 by MW2012 My least favourite Sheraton experience.
I've stayed at a lot of Sheratons and have always been happy with them, and I have to say that we were really disappointed in this stay. I'll name a few things 1) The toilet backed up twice all over the bathroom. It was really disgusting. The maid was really fast to get to our room to clean it up- but she used all of our towels (read: guest towels to clean up dirty toilet water!) and then didn't replace them. The toilet wasn't fixed when we left. It was going to back up on the next guest for sure. 2) The electricity went out in our bathroom and wouldn't come back on. We were 30 minutes from leaving - so I didn't even call about this to give them a chance to fix it. 3) We went down for breakfast and the waiter came over to our table and said quite abruptly to my husband - "Sir, you and your family are not entitled to the free breakfast". The next table heard him... and it was embarrassing. We had fully intended to pay for breakfast and never asked for a free one. I'll throw in a few comments about a grouchy hotel operator that seemed bothered to answer my call both times we called, a front desk clerk who didn't seem to care about our troubles when I checked out, and a bell captain who watched my husband load all our bags by himself from inside - while his colleague leaned against the wall and played on his phone. On a positive - The Concierge and the Front Desk Clerk who checked us in were both very good)
January 2, 2013
Rated 5 out of 5 by Zcip Great Rooms, Great Location
Pleasantly surprised, room was great, and spacious, view was lovely of the charles river, location was convenient. What more can I say, everything about our stay was lovely in beantown.
December 31, 2012
Rated 4 out of 5 by atlashrggd My first Sheraton Stay Ever
very nice hotel. Location, location, location. Great room on 6th floor North Tower. Staff is very nice. I'll stay here again.
December 30, 2012
Rated 5 out of 5 by Abe70 Stay Here!
It is a great location as the hotel is close to all the local attractions. It is easy to walk to many places and take the T if needed.
December 30, 2012
Rated 5 out of 5 by Cyn52 Special Overnight wiht Granddaughters
We were in Boston with our granddaughters to see the Nutcracker. We were upgraded to a suite on the 27th floor with a spectacular view of the Charles river. The girls were thrilled as were we. It really made our trip. The staff at the hotel couldn't have been nicer.
December 30, 2012
Rated 5 out of 5 by jack7490 Appreciated upgrade
Really appreciated the upgrade to a suite. After client visit, it was very nice to visit with family and enjoy Mike's Pastry dessert watching the skyline. Hotel staff was helpful and we really enjoyed our stay.
Won't eat breakfast in hotel restaurant again because coffee was undrinkable and prices were absurdly high.
December 23, 2012
Rated 4 out of 5 by Koala7 This hotel is at a great location
This hotel is located near the Prudential Center, a great place for food and shopping. It's close to the subway station. Yet the sink of the bathtub was blocked and water could not go down. I literally picked out and threw away the hair stuck inside by myself! This is awful!
December 23, 2012
Rated 3 out of 5 by Kee1 Hotel Stay Experience
Overall the hotel stay was ok. However I had a dirty unused face towel in my room that I threw on the bathroom floor to change. Hotel room service took the same unused face towel, folded it and place it back on the rack to use.
I reported the incident to the front desk manager.
December 19, 2012
Rated 4 out of 5 by EDan Follow up needs improvement
Upon checking into the hotel, we immediately called down for extra towels.
Expect better service as a SPG member.
December 19, 2012
Rated 5 out of 5 by Stayer Great front desk help
The person at check in provided exceptionally friendly and efficient service
December 19, 2012
Rated 3 out of 5 by Rikimem0 Rooms need improvement
I was told that I would get a room with view, yes, I got a view which was the other building facing my room. The problem was curtains which allowed no sun light if they were closed.
Room was noisy.
Despite asking a king bed, ended with a double bed.
December 18, 2012
Rated 5 out of 5 by Turk9 Sheraton Boston
Great hotel, location, fantastic room, staff was wonderful and the rate was very reasonable...best set up in Boston
December 18, 2012
Rated 5 out of 5 by Abe70 A Holiday Break
A fantastic spot to stay in the center of all the holiday action!
December 14, 2012
Rated 2 out of 5 by kgfwhftravel Great Location
We previously stayed at this hotel and it was excellent, yet this time we were apparently assigned to a room in an old section which was not yet renovated.. it was also not as clean. We were disappointed, yet did not have the time to switch rooms, as we were there for a family function and on a tight schedule. The bathroom was not clean and the furniture was old and tattered (very worn), very disappointed, especially since we are SPG guests.
December 13, 2012