As a Best Western Rewards customer I was very disappointed with this hotel. My daughters and I went to drop-off my granddaughter at Boston College (this hotel is recommended by BC) The rooms are large and beds OK, but the room was old and carpet worn. When we checked out we were charged for a movie we did not see. But the manager, a woman, (in the early am) credited back our account. The problem, and the biggest disappointment with a member of the staff, was after I got home. I got a $150 charge from the hotel with no explanation. When I called I was told I burned the carpet because I smoked in the room (we are non-smokers). The manager, a man by the name of Michael, said he had received some pictures of the burns from the housekeeping staff. I asked him where these "supposed" burns were and if he could send me the picture. He said no and very rudely told me he would investigate and call back. He never called. When I called again, he would not speak to me (he was at a meeting or some other place) I talked to a secretary that told me for sure Michael would call tomorrow. Again no call. Finally when we did speak (I called) he said the Housekeeping manager was out and would return on Tuesday (labor day weekend). He would call back. Since he did not call back, I put a hold on the money while we cleared the charge. I kept calling back and even talked to the lady that checked us out, she remembered us and said she would give Michael the message. Again no call back. I spoke to the lady again, she assured me she gave him the message. I told her this man had no business sense, by now I was really angry she agreed that we had been treated badly. This manager was more than rude (he should go back to school to learn how to treat customers), when he finally called (almost 2 weeks later) he said he would credit my account and forget the burns WE had made to the carpet. He basically humiliated me by saying I lied. I told him to change his wording and he would not accept the fact that we had not burned the carpet. As a customer I am offended, I would like other guests to know, we have rights. Even criminals are innocent until proven guilty. I would strongly suggest this manger be reprimanded by higher management.
- Official Description (provided by the hotel):
- Hotel Boston is located minutes from downtown Boston offering complimentary continental breakfast, and hi-speed wireless internet. Steps to the Green Line T, our guests have easy access to Boston College, Boston University, Northeastern University, Harvard University and other Boston universities. Save money while visiting Boston. ... more less
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- Also Known As:
- Best Western Terrace Hotel Boston
- Best Western Boston
- Boston Best Western