I have just spent 8 nights at this hotel for an annual event we host for our customers. We have been at this particular location for 13 years so the hotel is very familiar to me.
The hotel has a good location for Western Boston suburbs or if you are in this area on business. It definitely is mostly a "business" hotel.
They have great conference facilities.
The hotel is older, but the common areas have been remodeled in the past few years with the lobby and restaurant/bar new in the past year. The rooms were somewhat remodeled about two years ago. The rooms are functional but not great.
The problem with this hotel is the service level. While the front desk experience has definitely improved in the past year, and there are definitely exceptions to the following statement, the hotel staff still needs a lot of training on customer service.
Before I get into service issues, special "kudos" to Missy in the convention services office, and Bonnie and Jose on the banquet staff. They really worked hard to ensure that our event was successful. While we had one major "glitch" with a group lunch, they did everything they could to rectify the situation and make amends on the subsequent days of the conference. This was the first time I had worked directly with Missy and she really worked hard to make our event a successful one.
The thing that keeps this hotel from a 4 star rating are the details. Housekeeping was a particular disappointment since I had some housekeeping issues last year and the problems don't appear to have been resolved.
Out of the 8 nights I stayed on this visit, we did not get wash cloths replaced on 5 days. Simply no wash cloths left by housekeeping when they cleaned the room. That is just not acceptable. The front desk did respond quickly each time I complained, but I should not have had to call about the issue once, much less 5 times.
The other "towel" service was very inconsistent. When we arrived (my wife and I), there were three towels, three hand towels, three wash cloths....pretty standard for this level hotel. During our stay we had two towels....one towel and three hand towels...the previously mentioned wash cloth issue, no bath mat two days.....just very inconsistent and there is no excuse for that. On next to last day of our stay, we came back to our room to find one towel, no hand towels and no wash cloths...and no bath mat. I don't know if it was housekeeping's idea of a joke, but when they responded to our complaint they brought a stack of 6 towels, 6 hand towels, still no wash cloths, and THREE bath mats.
The consistency of replacing other items in the room was also pretty poor. Several days our disposable cups the bottle of shampoo and conditioner in the room was about 1/2 full, so just not replaced from the previous guest (not a big deal since we bring our own and don't use the hotel amenities, but still not acceptable).
More details. In the concierge lounge, the breakfast selection wasn't bad, but it never changed. The only problems I found was that several days they had no fat free milk available and on the last day they only had whole milk, not even 2%. On two evenings we returned to the hotel about 7:30 from dinner expecting to find some desserts in the lounge. Unfortunately, they were already out. Once night the attendant told us they only receive one "cake" that night. We really didn't "need" the dessert, but if the hotel is going to "advertise" that service they should make sure it is available. Again, just another detail that keeps this property from being really good.
I noticed that another guest mentioned the inconsistency of the TV. We had the same issue. For some reason the NBC station only worked at certain times. We also had a "junior suite" and there was no TV in the bedroom. Very odd. While the bedroom was very small, there is no excuse for not having a wall mounted tv in that room. Flat TV's just don't take up much space.
Overall, we will probably stay at this property again, but the management could take it from just barely average to a great property with just a little better training and more consistency.
Try to avoid rooms facing the front of the hotel. There is definitely traffic noise from the Mass P...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you for taking the time to submit feedback about your most recent stay. I welcome all feedback as it helps me improve the experience for the future. I appreciate your positive comments in regards to the catering team, the banquet staff as well as the front desk team. I will be sure to recognize each of them for their efforts. I also appreciate your observations in regards to housekeeping, the Club Lounge and television service. I will reach out to you so I may address your concerns personally. I appreciate your business and look forward to your return to us next year.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.