Our recent stay at the Eliot was a huge disappointment. We planned a short trip to Boston, and the Eliot came highly recommended. While the staff was pleasant, the hotel is tired and in need of a face-lift. Our bedroom was so dark, I asked for an extra light. Housekeeping did a poor job- we went out for the day and when we returned, our pillows were just as we had left them- tossed on the chairs of the sitting room- the beds were lumpy and not neatly made.When I asked the evening housekeeper about it, she told us she was just there to turn down the beds, and that it was the morning housekeeping staff's problem, not hers. The hallways and staircases were not clean with dust on the edges of the stairs. The restaurant's restroom smelled of urine. At Clio, we both ordered the truffle risotto special. The entrees were so salty we returned them. After we complained, our waitress sent over an officious captain who all but suggested we didn't know what truffles should taste like! We assured him we did, and that the ones they brought us were wildly oversalted and impossible to eat. We will certainly not return, and I would advise travelers to avoid this overpriced, poor place.
Don't bother staying here!
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
It is regrettable this guest’s experience was fraught with disappointment. This experience is clearly the antithesis of what we strive so hard to provide, impeccable accommodations and unsurpassed service. Although the hotel’s accommodations are continually upgraded and maintained, I am excited to inform all potential guests that as of January of this year, all of the rooms in the hotel will be newly decorated, creating a new modernity featuring crisp clear lines, flatter surfaces and warm, relaxing colors, resulting in a product that would be pleasing to even the most discerning guests.
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I would like to apologize to this guest for the extremely callous and unprofessional response of the housekeeper. I wish to assure all prospective guests that this is contrary to our standards and is being investigated with the utmost priority. Our entire staff has been groomed to be proactive and highly attentive to all our guest’s needs, something we take great pride in, and certainly not anything we wish to jeopardize. I am grateful this has been brought to our attention.
Lastly, our restaurant Clio’s manager who was the “captain” this guest refers to recalls the event. As a restaurant of Clio’s caliber and with national reputation, the entire staff is always concerned whenever a patron is dissatisfied. The experienced and knowledgeable manager did not intend to challenge the guest’s assessment, but simply tried to obtain more information to determine weather there was a genuine flaw or simply a matter of subjectivity.
Although striving for perfection is our mission, problems can, nevertheless, arise, in which case it is usually best to make one’s concerns known soon as soon as possible; this way, the hotel has an opportunity to address the problem and find the best resolution to ensure guest satisfaction. I invite this guest to contact me directly the next time he or she visits Boston. If so we will ensure a stay that is commensurate with both of our expectations.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.