This hotel looks nice, however the 'hotel rooms' only occupy the top few floors of the building, The rest of the building is let as single occupancy rooms. If you book a room at the hotel 140 and they don't have enough 'hotel rooms', you get an SOR room.
We got put in one of these SOR rooms. The hotel didn't tell us this when we checked in and frankly the SOR rooms look ok, basic, but ok - I've stayed in many places around the world so I'm not that picky.
The problem happened when I went to bed. After about 90 minutes in bed my husband noticed that there were bugs crawling all over the place. We had a bed bug infestation about 5 years ago and knew exactly what they were and that we had to leave straight away and wrap all of our belongings in plastic. If you take bedbugs with you, it becomes a nightmare.
We got moved to another hotel, the staff were great in assisting us at 1am, when we got to the hotel it was clear that some had hitched a ride and we had to wash everything and package up all soft objects. I had nearly 30 bites on me from 90 minutes in the bed, which means quite a bad infestation - usually bed bugs come out in the early hours of the morning.
We went back the next day and spoke to the manager who was sympathetic- I do know that bedbugs can be found in 5 star hotels, but it was disappointing to be told at that point we were not in one of the hotel rooms advertised online but an SOR room. The attitude was also quite dismissive when I mentioned bedbugs and showed the bites and pictures of the bugs.
We then spent the rest of our holiday in and out of a laudromat, incurring charges for washing but also other materials such as plastic bags for clothing, not to mention serious discomfort due to the amount of bites I had.
Since then, we've had no contact from the hotel about the incident, despite sending emails to the managers querying what the outcome was about the pest control investigation. I'm not necessarily looking for compensation, but to be treated this way is pretty appalling. I won't post the pictures of the bugs on the bed or the picture of the bites on my neck and arms, which clearly show groupings of bites.
It's a shame, but if the hotel had taken this a bit more seriously when it came to communicating with us rather than being dismissive, I wouldn't have written this review.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
January 29, 2013
Hotel 140 maintains an aggressive and stringent protocol for treating any such situations that arise. When you spoke with the manager, the history of your room was immediately researched. This showed that your room had recently been inspected and cleared by a separate 3rd party company prior to your arrival. This room was also treated again after your departure to ensure that anything that may have traveled in was aggressively removed. We do understand that international travel can often contribute to this situation and wanted to ensure that ALL protocol was quickly followed to ensure the stringent standards that Hotel 140 is so proud of. In conversing with the property management team, I know it was repeatedly communicated to you and your husband how seriously we take such a situation. The front desk generously comped your room and paid for your next night at the Westin Hotel.
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The property has emailed you twice to follow up, but clearly we are running into some complications. We also emailed you through TripAdvisor and look forward to doing whatever we can to help you feel an amenable conclusion to this matter has been reached. We are so sorry about any lag in communication, but are delighted that we have now been able to contact you and anxiously await your response.
Finally, to clarify for our guests coming to visit, Hotel 140 occupies numerous floors at 140 Clarendon. Hotel rooms occupy seven different designated floors. There are also businesses, an award winning theater, and residences on the other floors. Hotel rooms are rarely intermingled with residential rooms (although this did occur in years gone by, on occasion). If this happens as an error, immediate action is taken to correct the error, and corrective action takes place. We take great pride in our Hotel rooms and the work that goes into maintaining them and upgrading them. We strive for all of our guests to have the best experience possible while staying in our newly upgraded rooms.
We do hope that the next time you travel internationally to Boston; you consider giving us the chance to rectify your experience. We sincerely look forward to hearing back from you via the personal email provided to you separately so as to remedy any misunderstanding. While mistakes can occur at any time in any industry, we are extremely proud of our building and our compassionate follow-through with our guests.
Hotel 140 Guest Services
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.