I love staying at Fairmont properties. Typically, both the buildings and the staff members are first rate. The Fairmont Battery Wharf in Boston must be the exception that proves the rule. What a truly disappointing stay? First, even at a discounted online rate, I was still paying more than $600 per night as all the hotels in the region are gouging due to the season. First issue: bad room descriptions. The room I booked was a harbor view with separate shower and tub. No tub in the room. VERY small room. And the room was set up so that no chairs could be placed to enjoy the harbor view since the room was at a 90 degree angle to the harbor. OK. Fine. Just typically hotel hyperbole. Reception: HORRIBLE. We arrived at 4:00 p.m. The hotel's check in time is after 3:00 p.m., so I wasn't looking for early entry to the room. The first person we approached at the desk just walked away. No smile. No brief comment about her reason for leaving. Just left us standing there. Ryan, the man who tried to help, was unable to find the reservation at first, then couldn't confirm the room was ready, so he asked us to wait in the tiny little lobby. (Evidently others were going through this, too, as it became crowded quickly.) He said that the wait would be about 10 minutes, and then he too disappeared with no explanation. After 15 minutes--and with a spa appointment at the hotel in another 15 minutes, we asked Josh, the only person at the desk, what the problem was. Suddenly, our room had been ready all along. To his credit, he offered us a spa discount and then walked us to building #4, where our room was. NOTE: This is a big deal. The hotel is in multiple buildings. I assume this is due to height restrictions on the wharf. If not, it's a TERRIBLE idea. Our building had no public space on the entry floor and entry was through a cramped, curved aisle. We only saw two guests. It was like staying in a ghost town. No one at reception gave us any information about the property. There's no concierge in the main lobby. We only learned at the last day that you have to stay in the "Gold" building to have the concierge. From there...downhill: The next morning, housekeeping awoke us by entering while we were still asleep because evidently the "do not disturb" light didn't show up outside. (She was polite and apologetic. Honest mistake.) Never received the extra pillows we called the front desk to ask for. Valet took over 30 minutes to fetch the car every time. (Parking is $45/night, but that's pretty much the standard in the area.) Rainy day at a five-star property, use the complimentary umbrellas in teh room, right? Nope. Had to walk across the property in the downpour because the front desk advised that the umbrellas were available for pick up there. Does this property even understand guest needs or making service count? PLUSES: Housekeeping was solid. Linens and bed were luxurious. The concept of a closet that opens from both the hall and the bathroom is smart. (If two people have separate schedules, this would really allow one party to sleep in without interruption while the other goes to a business meeting or takes care of an errand.) Furnishings were in generally good shape. On-site spa is good (allegedgly voted best in Boston, but who knows how those votes work) and the staff there is friendly. The rooms have Nespresso machines. MINUSES: Front desk taff that is either incompetent or uncaring, which suggests poor leadership at the management level. Bad layout on the property with a generic look and feel to the rooms and common spaces. Folio didn't break down charges. Impossble to tell what was room, what was parking, etc. Very low value. NEUTRAL: Location is ok depending on what you're there for. I generally prefer the Back Bay area, but it was tough to find a hotel in Boston this weekend. CONCLUSION: If my only option for future visits to Boston were to stay at this hotel, I'd never visit the city again. It's not a five-star property, regardless of the designation. The whole place as the feel of a Holiday Inn Express on steriods, but one is certainly playing for more than that.
Ask for a room in the building with the lobby or pay more for a room in the "Gold" buildin...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Hello, and thank you for your post. I’m very sorry to hear that you were unhappy with your recent stay, and I’d like to take this opportunity to personally address your feedback. I’ve shared your comments regarding room descriptions with our Internet Marketing Manager, who will conduct a thorough review of our website’s descriptions to prevent future miscommunication. I have also shared your post with our Front Office Manager, as the service you describe is simply unacceptable – We can, and will, do better. Finally, I’d like to point out that while we do not have a designated “Concierge” desk in the main lobby, all of our Guest Service Agents are trained to assist guests in such a manner. I do apologize if this was not communicated appropriately during your stay. Thank you, again, for your feedback. I hope you will consider giving us another chance on your next trip to Boston.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.