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“Nice Hotel, Great Location”

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Hilton Boston Back Bay
Ranked #54 of 83 Hotels in Boston
Forney, Texas
Level Contributor
66 reviews
15 hotel reviews
common_n_hotel_reviews_1bd8 35 helpful votes
“Nice Hotel, Great Location”
4 of 5 bubbles Reviewed September 21, 2013

The hotel is decent, in a great location and the staff is helpful. My husband and I stayed for three days prior to a cruise. It is very close to the subway system and Prudential Shopping Center which has lots of restaurants. The room was clean and comfortable, the soap/shampoo products were very nice, and the TV channels were ok. The guy at the front desk gave us a map and directions to the subway and after one little bauble, we had the subway down pat. If you are going to be in the City for a few days, buy a seven day pass for $18, it is the best way to get around to anywhere you want to go. My only glitch with the hotel was we utilized the laundry service since we were going to be away from home for seven more days. Housekeeping lost a pair of my husbands underwear, one sock and gave us a pair of someone else's socks. When we returned the other person's socks and told them of our missing items they offered to give us some unclaimed property they had in back...yuck! We declined and asked them to deduct the missing items from our bill which they did. Other then that we will stay in that hotel again. It's a nice place with decent service.

  • Stayed September 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Bluindallas
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HiltonBostonBackBay, General Manager at Hilton Boston Back Bay, responded to this review, September 30, 2013
Thank you for taking the time to post a response of your experience at the Back Bay Hilton! I appreciate your very kind comments and I will be sure to share your feedback with the hotel. We look forward to welcoming you back soon!
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2,752 reviews from our community

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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4 of 5 bubbles
  • Rooms
    4 of 5 bubbles
  • Service
    4 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
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Camp Hill
Level Contributor
32 reviews
18 hotel reviews
common_n_hotel_reviews_1bd8 35 helpful votes
3 of 5 bubbles Reviewed September 21, 2013

My wife and I stayed at the Hilton Boston Back Bay hotel from Sept 12- 16, 2013. We were very disappointed with the higher management of this hotel in the handling of my wife’s expensive and important medication.

Before we arrived at the hotel, we had asked for a refrigerator in our room and told hotel staff that it was for medication. When we checked in we found that the temperature of the refrigerator was 22°F and not suitable for medication. We tried to adjust the temperature, but were unsuccessful. We called maintenance for assistance or a replacement but was told by maintenance that none of their in room refrigerators were reliable. Since time was running out for the medication in our carrying case we had no option left but to ask the hotel to store the medication in one of their commercial refrigerators. We dealt with John G, the night manager. John said he would take care of it personally and put it into the “room service refrigerator” and then gave us a claim check. The next morning we gave the claim check to the front desk and said that the medication was in the room service refrigerator. The front desk was unaware of our situation and took 20 minutes to find it since there are many room service refrigerators in the hotel. John’s failure to communicate with the other staff gave us great anxiety.

After that incident, the day manager, Dave, apologized and told us that it would not happen again. We did not have any subsequent problems with the medication.

On September 15th, 23 hours before checking out of the hotel we gave Dave three freezer packs to place in their freezer. The packs are placed in a specialized carrying case for traveling with the medication. On September 16th, at check out when we asked for the freezer packs we found that one of them was not frozen. We asked for an explanation. The day manager, Tommy, told us the problem was not with their freezer which was kept at 10° F, but with our freezer pack. I told him that this was ridiculous since these packs have a gel that is meant to freeze and was given to us by a major drug company. It doesn’t contain antifreeze. We asked him to investigate and call us the next day. We never received a call from Tommy.

Fortunately we got home 10 hours later with the medication in the proper temperature range due to ice from Amtrak and an ice bag that we fortunately had in our luggage. It supplemented the frozen ice packs. All of the freezer packs were placed in our home refrigerator and were frozen within four hours. This last incident obviously created more anxiety for us: We were worried on our 10 hour trip whether the medication was useable.

Besides the in room refrigerator not working, the alarm clock and the coffee pot were also not working and had to be replaced.

For clarification, we experienced no service problems with other staff at the hotel.

Obviously from the above, you can gather that we felt that the management staff did not provide us with good service. Putting medication in a refrigerator so that it can be easily located and placing gel packs in a freezer for 23 hours are not difficult tasks. It doesn’t take a “rocket Scientist” to successfully perform these basic tasks. We have stayed at other hotels and, as you would expect, encountered no problems with the storage of the medication and freezer packs. We expected much better service from a Hilton Hotel.

  • Stayed September 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank LeonB
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HiltonBostonBackBay, General Manager at Hilton Boston Back Bay, responded to this review, October 8, 2013
Thank you for your review of your past stay with us. I always appreciate hearing from our guests – including places of improvement. I apologize that the comfort of your stay was interrupted and you experienced some anxiety. I have taken your comments to our team to ensure that in the future we do a better job of communicating guest situations between staff members. The next time you have the opportunity to travel to Boston I do hope that you will be our guest again – thank you for your review.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Glasgow, United Kingdom
Level Contributor
100 reviews
31 hotel reviews
common_n_hotel_reviews_1bd8 64 helpful votes
4 of 5 bubbles Reviewed September 20, 2013

Spent six nights here while visiting Boston. Read many of the other comments with interest, I would agree that hotels in Boston generally seem expensive, so that needs to be factored into your budget. My room was clean and comfortable, and a good size. Possibly the TV channels could have offered more choice. The hotel is well situated and I was able to walk to most places such as Fenway, Boston Common and the Freedom Trail. Boylston Street and surrounding area offers a good choice of bars and restaurants. Specially mention to the Concierge who was excellent recommending restaurants and tours.

  • Stayed September 2013, traveled solo
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank rdr
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HiltonBostonBackBay, General Manager at Hilton Boston Back Bay, responded to this review, September 30, 2013
Thank you for taking the time to post a detailed account of your experience! I am happy that you enjoyed your stay and took advantage of our convenient location! We look forward to welcoming you back to Boston again soon!
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
tucson,az
Level Contributor
121 reviews
31 hotel reviews
common_n_hotel_reviews_1bd8 60 helpful votes
4 of 5 bubbles Reviewed September 20, 2013

I usually try to stay at a Hilton property for service and you can count on a decent room. This location is perfect and the front desk staff went out of their way to help us with an issue. Rooms are on the small side but it is a city hotel. Fine for a short stay. The bar area was cozy with friendly staff.

  • Stayed September 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank durigirl1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HiltonBostonBackBay, General Manager at Hilton Boston Back Bay, responded to this review, September 30, 2013
Thank you for taking the time to post a detailed account of your experience! I am happy that you enjoyed your stay! We look forward to welcoming you back to Boston again soon!
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Wayside, New Jersey, United States
Level Contributor
17 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 23 helpful votes
3 of 5 bubbles Reviewed September 19, 2013

I stayed at the Hilton Back Bay in July 2013 while on a business trip. My usual hotel, the Sheraton Boston, was sold out, so I stayed at the Hilton across the street.

Being very tired from a long trip... and needing to recharge my batteries before a Red Sox game that evening, I was pleasantly surprised to find a Starbucks in the lobby. A+ for Starbucks

Walking distance to Fenway is a major plus for me while in town. A+ for location

Hotel was a bit dingy/musty to me though... and there were very limited channels available on the television. No Pay Per View options either. C-

Easy to catch a taxi right outside the hotel. A

Not feeling the love for this hotel. When I stay at a Hilton, I expect more.

  • Stayed July 2013, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Michele C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HiltonBostonBackBay, General Manager at Hilton Boston Back Bay, responded to this review, September 30, 2013
Thank you for the great review. I am glad you found our location and Starbucks to your liking. We hope to welcome you back to Boston soon!
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Ottawa, Canada
Level Contributor
42 reviews
36 hotel reviews
common_n_hotel_reviews_1bd8 32 helpful votes
4 of 5 bubbles Reviewed September 19, 2013

We found this Back Bay location to be just excellent, part of the reason for recommending this Hilton. Many amenities are close by and the streets are lively and buzzing even at night. Lots of shopping, restaurants and cafés are within close walking distance (as is a T-station). We had no complaints about the hotel - it seemed newly carpeted, staff were friendly and the room was very quiet and comfortable.

Room Tip: Some nice views looking out over the Christian Science plaza.
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  • Stayed September 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Ottawa00
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HiltonBostonBackBay, General Manager at Hilton Boston Back Bay, responded to this review, September 30, 2013
I am delighted that your recent stay at the Back Bay Hilton was one that exceeded your expectations. Your many wonderful compliments of the hotel are sincerely appreciated and I am thrilled that you experienced true Hilton Hospitality with our Staff! We look forward to welcoming you back to Boston soon.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Boddington, United Kingdom
Level Contributor
65 reviews
15 hotel reviews
common_n_hotel_reviews_1bd8 84 helpful votes
3 of 5 bubbles Reviewed September 18, 2013

Lets start at the beginning. Staff not overly quick to help with luggage unless asked. Check in fine, but if booked through a third party such as Trivago/Booking.com etc, forget your Hilton points.
If you have one of the rooms in the "Spine" of the building as I would call it which is the glitzy bit that runs down the front, you will know it when you see it, it gives you spectacular views of Boston buildings. Here is a tip. I was not told, but the curtains if dragged a little are then electrically opened or closed. Another tip is to get to the Prudential Building take a short cut through the Sheraton opposite, go up one floor and within 150 yards you are in the Pru Building. Ideal if wet, cold or snowing. Alternative is a 600 yard walk outside. The 21 stop Boston Tour Bus stops outside the Sheraton just opposite the Hilton. The bus costs $30 plus dollars for an adult and if over 60 you get a discount. The ticket lasts two days and is ideal as a way in getting around the main tourist places in Boston. You also get a free trip around the harbor from pier 2. Just show your bus ticket and no charge. It is a good tour as well round the harbor as well as the bus around Boston.
Two moans. Breakfast in the Diamond Room is 1st Class, but can only get in if special VIP customer. The main restaurant does not have the same choice as the Diamond Room so if all you want is toast and some cereal plus a coffee, hard luck. I did not manage it once. Second moan is not enough staff at prime times so can wait a long time to speak to someone. The express check out was wonderful.
The main plus point was when you could speak to someone they were both friendly and helpful. Hilton spend a little more on front desk staff please and you would have had 4 stars.

Room Tip: Go for the spine if you want the views.
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  • Stayed September 2013, traveled solo
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank The Ferengi
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HiltonBostonBackBay, General Manager at Hilton Boston Back Bay, responded to this review, October 8, 2013
Thank you for your detailed account of your stay with us at the Hilton Back Bay, we appreciate that you took the time to share your experience. We are glad to hear you took advantage of our convenient location and were able to see a little bit of the heart of Boston! Guest feedback is very important to us and we will take your comments into consideratin as we strive to improve our guest experience. We hope to be able to serve you again!
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Hilton Boston Back Bay

Property: Hilton Boston Back Bay
Address: 40 Dalton St, Boston, MA 02115-3155
Phone Number:
Location: United States > Massachusetts > Boston > Back Bay
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Restaurant Room Service Swimming Pool Wheelchair access
Hotel Style:
#39 Luxury Hotel in Boston
#45 Romantic Hotel in Boston
#45 Family Hotel in Boston
#47 Business Hotel in Boston
Price Range (Based on Average Rates): $$$
Hotel Class:4 star — Hilton Boston Back Bay 4*
Number of rooms: 385
Official Description (provided by the hotel):
The Hilton Boston Back Bay is an up-scale hotel in downtown Boston, across the street from the Hynes Convention Center in the neighborhood of Back Bay. This Boston hotel's downtown location is within walking distance to Fenway Park, world-class shopping and dining on Newbury Street and four miles from Boston Logan International Airport. This Boston hotel features 390 guest rooms, and indoor pool and whirlpool, fitness center and over 15,000 sq.ft. of flexible event space. ... more   less 
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Also Known As:
Hilton Boston Back Bay Hotel Boston
Hilton Hotel Boston
Boston Hilton

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