I stayed here recently as there was a large amount of rooms blocked off for a wedding we were attending. I say this to emphasize the large amount of money that this one wedding brought to this hotel. The staff didn't seem to understand this concept. The overall perception of this hotel was "poorly managed." Even someone in our party who is a hotel manager made that comment. Let me explain: Our type of room had to be booked over the phone, and not online, because we wanted the family suite. The person we had to speak to, Susan, was not very responsive at all, and took until the following week to contact me back. When she did, she was not overly friendly and acted as though I was an inconvenience to her day. If Susan fell off the face of the earth, I guess we wouldn't have been able to stay there, because time and time again (by the front desk and the 800 number) I was told that only Susan could book this room for us. I guess this power went to Susan's head. Luckily, I was put in contact with her boss, Sales Manager Peter. After leaving a message with him, Susan managed to call me back. So, I had a bad taste in my mouth from the very beginning. I've never had this much trouble with a Marriott property. When I arrived at the hotel, I noticed a massive piece of plastic covering part of the entrance-area facade. I was worried a chunk of concrete was going to nail me in the head if I walked to close to the cones they had set up. However, I understand hotels must renovate, especially one as old as this one, and didn't let it concern me. Once inside, I was given a pile of fresh cookies for the family which was a nice touch. The gentleman at the front desk was very courteous and so I thought the service was going to be good. I understand that other family members that arrived not long after that did not receive the "infamous" cookies as they were all out. Not a big deal to me, although it was to them, and just goes to show that yes, this hotel does indeed mess up on the simple stuff they are known for, like baking enough cookies. I understand this hotel recently underwent a multi-million dollar renovation, and the lobby area clearly shows this. However, they missed the boat on such things as new doorknobs, locks, and key-card entry points. I stayed in the Family Suite, and found a door off the stairwell nearest to my room where I could park and easily unload. Unfortunately, this door did not have a way to open it from the outside, which was evident by the large rock stored near the door. Any hotel built after 1999 would have a swiper where you could swipe your room key and gain access. But not this hotel. It has a rock. I'm not paying $200 a night for a rock, although I did so I guess the joke is on me. You're probably thinking its my fault for parking in this area, surely there must be a better place and I missed it. Not so -- this place is a maze, and the family suite section is very difficult to find, and even better -- HAS NO ELEVATOR. Really!?! Fine, so I have to lug my wife's monster suitcase up some steps -- I'm down for it, but at least make it so I don't have to prop your door open with a rock while some employee on a golf cart gives me the stink eye. And by the way, how often do you think that door gets propped open and forgotten, creating a safety/security issue, all because nobody has the foresight to say "hey, put a card swiper and handle on that door." Same thing at the indoor pool. It has a beautiful brick patio outside, but the doors have no handles to open them from the outside! It's almost as if they don't want you to use this patio. At night, they've disabled all of the exterior lights in that area in some weird attempt to keep people from enjoying that part of the facility. Fix the lights, put on some modern door handles so people don't get locked out, and unlock the doors during the day! This is not rocket science. As for the family suite, the twin beds were like toddler beds, which worked out fine for my young children. However, if I had a pair of 13-year-olds we would not have been happy. It was not well advertised just how small these beds are. I don't care about how the hotel managers reply to these TripAdvisor reviews, they DO NOT properly advertise how small these beds are, nor does Susan inform you when you call. This is clear by the countless other reviews on here where people complain about bed size. Next, we had complimentary tickets to the water park with our Family Suite, worked out with Sales Manager Peter as part of the wedding group rate. Except nobody understood this. We were denied access by the water park crew, and told we could get a discount on purchasing them. I said no, they are supposed to be free, other members of our group already got theirs, so we'll go to the front desk and sort this out. So we had to drag the disappointed children all the way to the front desk (not a quick trip). "Why won't they let us come to the water park, Daddy?" And yes, when your young children say that to you, you do begin to get upset. I was going in that water park come hell or high water. I would like to add that the water park has a front-desk area which would have made this easier, but they opt not to open that as they are not properly staffed to do so. So, they charge you an arm and a leg, but in return can't even open the facility to its maximum capabilities. Great idea. Now we know why the original owner of this hotel sold out to Hilton after letting the place go downhill. But I digress -- we go all the way to the front desk in our swimsuits and flip flops and are told by a friendly front desk associate that we could get 50% off on purchasing tickets. Luckily the woman standing next to her happened to know what was going on, and called the water park on our behalf and ordered the water park staff to let us in for free, comping the tickets with Sales Manager Peter's name "all over it." She had to argue with the water park people as the water park people didn't want to let us in for free. Talk about awkward and unnecessary for the customer to stand there with his kids as this goes down. Is this how the Hilton brand operates? It can't be. While I was there, I told the other person that my room safe was still locked shut, as it was when I arrived the day before. I had called the day before and was told someone would be "right up" which as you can imagine never happened. So for 50% of my stay, I was unable to secure my valuables in the advertised room safe. Think that got me 50% off my bill? No it didn't. Anyways we go back to the water park where the same people are now wearing an obnoxious grin and let us in. I know first hand that working with the public isn't always easy, but working at this water park counter isn't that hard, either! They could have offered to call the front desk and figure out what was going on so we didn't have to walk back and forth with young children, but they didn't. And I have reason to believe they knew we were supposed to have free access, but they didn't want to cooperate. And yes the water park is now separate from the Hilton-branded hotel (used to be owned by the same group), but lets get real here -- they advertise the water park as a reason to stay at their hotel. They rely on each other and for all intents and purposes they are indeed the same and shouldn't stick the customer in the middle of their lack of teamwork as if we were some crazy people plotting a free water park adventure. Don't get me wrong, the water park was pretty cool and fun for the kids, but there's no way I would pay $200/night at this hotel and then try to plot my way into the water park. It's just not worth my time and I'm not that hard up for an inside water park. I'm not that desperate for a good time. And yes the water park food was overpriced, so we ordered pizza in the room afterwards from a nearby restaurant. The restaurant breakfast buffet was quite expensive at $18, and the service was pretty slow. The downstairs bathroom, in a weird location off the "living room" area was disgusting and the toilet seat is lose and needs to be repaired. They waste energy by leaving both HVAC units in the living room area pumping A/C at 65 degrees 24/7. Important rooms such as mechanical rooms with the Fire Alarm system, plumbing system access, and electrical are unlocked. A curious 8-year old could wander in there and kill himself messing with a breaker panel. My experience tells me if they don't know to lock the door, then there is most definately some other safety hazards going on behind said door. Some had locks that weren't locked. Others had no locks. Either way this is a safety hazard and an auditor would have a field day. Fix it! After the wedding we attended ended, a large group of people went to the hotel bar. They had one bartender working and she was overwhelmed, clueless, and super slow. She literally had to search for each type of liquor. It was almost like I jumped behind the counter and was attempting to mix cocktails without having any training. So needless to say I was able to get 2 beers (barely). Another lady came in towards the end to help out, and suddenly it was last call and they shut down, citing some obviously inaccurate Massachusetts liquor laws. Clearly they just wanted to shut down and go home. "Oh no, customers! We gotta get them out of here!" If you want to shut down and go home, DON'T HAVE A GIANT BAR IN YOUR HOTEL! Take it out like the Marriott Perimeter Center Atlanta did if you don't want to deal with it (can you tell I visit a lot of hotels and this one is one of the worst I've encountered?). But if you have it, run it, and make some money! They literally didn't want to make money. I guess my $200/night is all they need? The worst part was that just a few minutes after the abrupt "last call" she made us get out. They literally pushed us out of the place and locked the door by 12:30 am. Really?!? Again, I'm paying $200/night here -- at least let me drink my beer in your little bar/lounge in peace. The hotel room itself was reasonably nice, although adding 2 tiny beds near the door and calling it a "family suite" isn't exactly accurate. In the end, this hotel has a lot of potential. However, there is a huge difference between "potential" and "Epic Failure." This hotel cost $200/night (including tax), for a total of $400 for the weekend wedding stay. The level of service, facilities, and overall effort did NOT warrant the cost. Like Lisa F said, this hotel is way overpriced. I would find another hotel in the area to stay at and would not stay here again. You can still go to the water park without staying in the DoubleTree hotel. In fact, I feel I should be given a partial refund or a free night's stay at another Hilton property for the level of incompetence and inconvenience I encountered while staying here. I plan on calling the 800 number soon and discussing this with them. Like I said, the place was poorly managed, plain and simply. Please do not respond to me with some form message thanking me for my valuable feedback and trying to explain yourself. I've read enough of those on here, and in the end, everyone knows its not sincere. Some people on here say this place was great, but after reading my epic review (I wouldn't waste this much time if this place was even remotely decent), and quite a few others that say similar things as mine, do you really want to risk it? No, you don't!
- Official Description (provided by the hotel):
- The DoubleTree by Hilton Boston North Shore is just 19 miles from downtown Boston and Logan International Airport (BOS), and a short drive from historic Salem. Ideally located for meetings, weddings, business travel and families, our Danvers, MA hotel offers 363 spacious guest rooms & suites (newly renovated in 2013) featuring contemporary decor and excellent amenities. Savor a warm, freshly baked DoubleTree cookie and make the most of our comforting amenities, including our business center, lobby coffee shop where we proudly serve Starbucks(R), full service restaurant and lounge, and on-site Atlantis Sports Club & Spa. ... more less
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- Also Known As:
- Sheraton Ferncroft Hotel
- Sheraton Danvers
- Danvers Sheraton