The hotel was nice and extremely clean. It was very well located to enjoy Cambridge and within easy walking distance to MIT and a little further walk to the Harvard campus. Lots of good food and shopping nearby. Due to the pandemic the atmosphere at the hotel was subdued to say the least. “Touchless service” was being utilized by the hotel, encouraging patrons to utilize checking in on the app and using their phone for a key. Unfortunately neither worked very well as you had to wait a long time for a response, didn’t get a response or the technology just didn’t work. This felt like a very expensive self serve experience as staff was nearly non-existent and there was no or bad customer service. Upon arrival we couldn’t not figure out where to park, as there was no information on the website. We tried asking in the app, with no response. When I had to go in and ask the gentleman at the check-in counter he was rude. I believe his name was Frank. He told us to go to the unaffiliated paid parking garage next door. When I expressed disappointment that there was no information on parking on the website he told me “it didn’t say there was free parking either”. I live in a large city and paying for parking at the hotel is the norm. It is also the norm that hotels share that information. I was not upset about paying for parking, I was upset I was told when I arrive and rudely at that. There was also no way for us to get our luggage to our room. There were no luggage carts or staff. When instructed to go to the garage I assumed that something was there. There was not and we were in the unattached garage with no way to get our luggage to our room without taking several trips. The one staff member we encountered during this trip, “Frank” did begrudgingly come out to help us. When I asked how much the parking was that I didn’t see it posted. He marched me over to the the entrance to show me the small sign posted below where you get your ticket, where our car door was rather than just telling how much it was to park. Although we ran out of coffee and towels during our visit and struggled with the room key on my phone, we didn’t want to engage with the staff. I had to talk to a disinterested woman at the front desk when our toilet didn’t work. It was fixed promptly. I would not stay at this hotel again despite the convent location due to the rude staff and lack or any warmth or customer service.…
I had stayed here in the past and had a good experience. Booked this time directly with Marriott and had an email confirmation. Upon arrival they had no record of it but did honor the rate (which was more than the same day rate) and did have a room. After our third night we were wondering why there had been no refreshing of the room. No new towels, no cleaning or removal of trash, nothing. I inquired and they said that we needed to request this service 24 hours in advance. Apparently they don't do this automatically anymore. For a supposed 4 star hotel this is quite disappointing. Not worth the price and will stay elsewhere in the future.
This was our first post-Covid stay and we couldn't have been happier. The room felt really clean and sanitized, the staff was great, the bedding was first-rate, and it's a great location, right off Mass Ave and near my favorite bakery (Flour). No complaints. Highly recommend.
The room was gorgeous and very clean. It was a convenient walk to local bars and restaurants. However, the front desk did not offer medications such as Tylenol or advil for purchase which is the first time I have run into that at a hotel of this price point. The person at the front desk offered to send me directions to the nearest CVS which was not an option at the time.
We've stayed at this hotel several times over the last couple of years. It is the closest hotel to where our daughter lives and we have been very happy with everything. In non-covid times having a bar and restaurant on premises was great. Even during covid, you can still get a tall boy or a single serve glass of wine at the convenience store on premises. The rooms are a nice size and always very clean and the location even going into the city has worked out great for us.