We chose a Hilton Hotel because of their fine reputation. What we got was a terrifying stay! We booked the room for three days for our first visit to the Boston area. First, the housekeeping was awful. The trash cans were not emptied, The ice bucket was left with melted ice water in it and the glasses were not changed to fresh ones after use. The toilet backed up twice. Then the truly terrible experience happened. Two hotel engineers came to the room to fix our toilet. About 30 minutes later, while we were in bed, the room door was being opened with a pass key and the police were trying to force their way into our room. Luckily we put the emergency lock in place. The three men outside continued to try to force the door open while loudly announcing that they were the police. I am a retired police officer and knew there was no reason for the police to be forcefully entering our room. I thought we might be experiencing a room invasion. When I made it to the door they continued to yell that they were looking for someone who was gaining entry into rooms illegally. I assured them we were there as guests and had been so for three days. That is when we recognized two of the men as the hotel engineers that had been in our room just 30 minutes prior! Seems the hotel told the police that our room should be empty and the two employees led them to our door. Neither of them realized that they had just been in our room. But for the emergency lock they would have been in the middle of our room before my feet had hit the floor. The entire incident lasted some time and we were made to feel like criminals while it was straightened out. That's when the hotel employees started minimizing their mistake. Later, two different on-duty managers acknowledged the hotels culpability in the incident . I was directed to speak to the General Manager some days later when he returned. I did. After looking in to my complaint he said, "it sure sounds like you had a terrible experience". Yes, we did. My wife cried and didn't sleep that night fearful of who else might force their way into our room. When a customer pays for a hotel room there is an expectation that their basic privacy will be respected. Because the Hilton hotel advised the police that our room should be empty ours was not. The hotel comped our stay but they were unwilling to consider any further suitable resolution to our horrifying stay. Some problems can be handled with a sincere apology (like bad house keeping and broken toilets). Other mistakes cannot be. They need to get privacy correct and they didn't. I would advise everyone to stay away from this hotel. You don't appear to be their priority.
- Official Description (provided by the hotel):
- Unwind at the Hilton Boston/Woburn, a hotel in Woburn, MA just minutes from Boston in Cummings Park Business Center and 20 minutes from Logan International Airport. Relax in a guest room or upgrade to a suite with a separate living area and conference table. Reserve an Executive Room for exclusive access to the Executive Lounge with complimentary breakfast from Monday through Friday and complimentary evening snacks from Monday through Thursday. Our hotel offers complimentary transportation within a five-mile radius. Visit Boston attractions, ride the nearby Commuter Rail and discover the excitement of downtown Boston, or dine out at local Woburn restaurants. ... more less
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- Also Known As:
- Hilton Boston / Woburn Hotel Woburn
- Hilton Hotel Woburn
- Hilton Woburn
- Woburn Hilton