Boston Marriott Cambridge — Attraction in Cambridge

I recently had an incredibly disappointing experience with a Marriott hotel, and I feel compelled to share my frustration with fellow travelers. As a loyal member for over two years, I had come to expect a certain level of service and support from the Marriott brand. However, my recent encounter with their refusal to provide a refund after a flight cancellation shattered my faith in their commitment to customer satisfaction.

Upon learning of the flight cancellation, I immediately contacted the hotel to explain the situation and request a refund for my reservation. Given my loyalty and past positive experiences, I genuinely believed that Marriott would understand my predicament and work with me to find a reasonable solution. Unfortunately, this was far from the reality I encountered.

The hotel staff, instead of displaying empathy or even acknowledging my loyalty, showed a complete lack of concern for my circumstances. They callously dismissed my request, citing their policy that reservations were non-refundable. I explained that the situation was beyond my control, and I had always trusted Marriott to prioritize customer satisfaction over rigid policies. Regrettably, their response was cold, unsympathetic, and inflexible.

What deeply troubled me was the disregard for my loyalty and the absence of any effort to accommodate my needs. It is disheartening to realize that my two years of membership and my previous stays seemed to hold no value when it came to this unfortunate situation, Fiala especially . As a result, not only did I lose the money I had paid for the reservation, but I also felt betrayed and undervalued as a customer.

Marriott's lack of understanding and unwillingness to assist their loyal patrons during unforeseen circumstances has left a lasting negative impression. It is crucial for any reputable hotel chain, especially one with Marriott's stature, to prioritize customer satisfaction and uphold the trust placed in them by their loyal members. Unfortunately, my recent experience has shown that Marriott falls short in this regard.

I cannot, in good conscience, recommend this particular Marriott hotel to anyone. If you are looking for a brand that truly values its customers and is willing to go the extra mile, I suggest exploring other options that prioritize customer satisfaction and treat their loyal members with the respect...

As an MIT-educated physicist returning to Cambridge to help our 17-year-old son look at colleges to apply to in the area this Fall, we chose this hotel for its proximity to MIT. We enjoyed our 3-night stay at the Boston Marriott Cambridge Hotel in early August, 2021 during the resurgence of the Delta variant of COVID-19 virus pandemic. MIT was shut down and the hotel had just barely reopened after the pandemic throughout 2020-2021, so the limited hotel staff was just coming back to work and services were readjusting. Nevertheless, the hotel was very clean and well-managed. The restaurant was not yet up to speed and hotel entrances in the lobby were screened off to adjust for security, masks and COVID. We’re seasoned Marriott Bonvoy members, so we booked online through the Apple iOS Bonvoy app, which offered a 20% discount for 3-nights. However, the hotel managers were unaware of our discount and we were charged normal daily rates that varied for our hotel stay on Wednesday, Thursday and Friday nights, checking out Saturday at noon. The rates were reasonable (about $205 - $229 daily) but there was simply NO explanation at all of any 20% discount, which looked unfulfilled since our friends stayed 2 nights for the same rates! We questioned the friendly Marriott hotel managers on duty in the lobby when we checked in and again when we checked out, but they very politely feigned ignorance of the 20% offer that was clearly represented to entice us online through the Marriott Bonvoy iOS app. This seemed quite disingenuous and disconcerting, and we hope the hotel executive manager will make good on the offer. We especially hope that all future hotel bills henceforth will clearly explain up front the hotel rates offered and illustrate the accounting of any discounts in reasonable detail to honor offers made by Marriott sales, marketing and advertising! Despite the issue, the Marriott hotel location is very convenient, near MIT and the subway T-stop (Red line), near many nice restaurants. The hotel is very clean and well-maintained, the elevators and gym are clean and open 24 hours, rooms are very secure, the beds are very comfortable with fresh linens, and the bathrooms offer first-class hygiene. The Marriott staff was wonderful despite billing issues, and we honestly recommend this hotel heartily to all, even...

I have stayed at the Marriott hotels before for both business and personal reasons. This stay was very disappointing to me for various reasons. I made a reservation at the hotel for 14 nights, based on this I would expect to have decent customer service as well as facilities which can be my "home" for this time. When trying to make the reservation I was initially told the hotel is fully booked for part of the time and therefore I could not reserve, my contact did not even try to resolve this, instead, i went through our Company's agent and resolved on my own. Upon arrival I initially received a room which the shower was extremely uncomfortable for use, and was told this is a handicap room, on the 10th floor. After discussing this several times I was moved to another room on the 9th floor. Both rooms were extremely old fashioned, the linens were not cleaned daily, and the room was not comfortable by any means. Furthermore the area was extremely noisy with construction and children staying in the hotel. I tried to put that aside considering these circumstances are out of the hotels full control. To make this even worse, upon returning to the room one evening I found that the bathtub was FULL of brown substance. I immediately called the front desk, received no apology and was simply told that this is "due to construction" and they will contact me shortly.

After no follow up I was inconvenienced to go downstairs and again explain the issues showing photos. As a guest of the hotel, this is not only disappointing and unsanitary, but completely unacceptable, in terms of the sanitation and customer service. I was then moved to another room on the 25th floor, this room was much more modern and comfortable to stay in, and my cleaner was extremely friendly and thorough. While this improved my perception of the hotel the first nights are still ingrained in my memory and extremely upsetting. Please consider this as a Marriott member and frequent traveller who stay in many hotels, and potential...