Tastefully decorated hotel right around the corner from the garden. Unfortunately though this well designed hotel is staffed with a very incompetent and poorly trained front desk.

We booked a Deluxe King Room and when we walked into the room we knew it was not the right one. We also called the day prior to confirm our stay and room. Not a big deal so we went down to the front desk and asked if the room we were in was the deluxe room. They said we booked the regular full room. I showed my confirmation email and asked if we could moved to the room we paid for. The front desk women said that is an issue with Expedia and not our problem. I didn’t even book through Expedia and said that is something you need to resolve with your Account Manager from third party sites. I explained since I paid for the king room and confirmed that they should move us to that room.

The women was rude and argumentative and showed no hospitality. In my hundreds of hotels I have stayed in I have always been taken care of and been accommodated. Neither of the women understood the importance of customer service and resolving an issue. After about 20 minutes going back and fourth wasting time they said they would move us to the right room. However the room was not ready which I thought was odd since it was 4:30 and check in is at 3:00.

We said we would go out, get a bite to eat and be back in a bit. We came back about 45 minutes later and found out they still did not have the change situated. They still need to switch the keys, get their system updated.

Again after going back and fourth they finally gave us the keys. I’m not sure if it was these two staff members first day of work but they had no idea how to use their system and resolve a relatively simple issue.

Simply put neither of the staff members showed any remorse, problem solving skills, customer service, or knowledge of their computer system. We waisted a lot of time on something so simple as a room change. We received attitude even though we were really nice and understanding. Being in the hospitality industry it’s all about the customer. We felt as though we were an inconvenience to them and they could have cared less about our experience.

The best part was the location, since it was within walking distance of TD Garden. But I expect a lot more if I’m paying over $550 a night. The room walls had scuff marks all over them. The room was small and poorly set up so that there was only about a foot of walking space between the desk and the bed frame, which caused both of us to hit our shins on the corner of the bed frame. The room lacked amenities like a towel hook near the sink, refrigerator or microwave, etc. There is no pool or hot tub at the hotel. All things I would be completely fine with if I was paying $100-$200 a night but not at this price point. The parking situation is rough because you have to walk about 4 or 5 city blocks with all your stuff and navigate a parking garage that is not at all pedestrian friendly. And safety was a concern at the hotel coming back late at night from a concert. When we got back the lobby was unlocked, no one was at the desk, the lights in the lobby were mostly turned off, and the hotel is in a neighborhood that has multiple people out begging for money late at night. So anyone could just walk in off the street and hang out on the couches in the lobby and it would be hard to see them with it being so dark in there.