I would like to begin with the positives. The location is great, if you want to be in the heart of Back Bay. Two of the front desk staff, Johann and Lilly were top notch professionals, and took extra care of my concerns. Although two other women (don't know names), appeared that they would like to be anywhere else but at the front desk. One who checked me in, was aloof and impersonal. Another, I will site later. I want to be transparent. I worked in public relations in the hospitality business for over 30 years. I represented high end luxury properties and destinations but I knew I was not staying at a luxury hotel so of course my expectations were much lower. Having said that, nothing is more important than the front desk experience, no matter what the rate. Johann and Lilly (and one other gentleman I only saw twice) were exceptional and they belong in the hospitality business, others do not. I stayed a total of three nights, my first two nights were interrupted by constant banging. Lilly did all she could do find the source of the problem but to no avail. It was determined after two nights of this that it was construction next to the hotel which the City of Boston allows from 7 am to 12:30 am. Johann moved me to another room, not fun to move everything for one night but I was exhausted. He couldn't have been more accommodating and did say they probably should have moved me sooner. My previous room was much smaller, neither the TV nor stereo worked and the view was on of the brick wall out of the window. But I never said anything about this because the noise was a much bigger problem. The carpet on the third floor outside the elevator was in dismal shape, still, sleep was all I wanted. When I returned to my new room at the end of the day, the main light did not work, then two men were at my door, assigned to my room. When I called the front desk (this is the other person) she apologized about assigning my room to others but did nothing about the light. I then received an email from her that I received days before confirming my arrival date. When I replied that I had been there for three days she said they had adjusted the rate (it was $16 lower than the rate - how they determined that number I have no idea, I should have been comped at least one night). So instead of bothering to send a new email she took an old one, never changing the date, subject line, content explaining the room rate change - she should find another job. Thank you Lilly and Johann, sorry, I won't see you there again.…
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.