Embassy Suites by Hilton Boston Waltham — Attraction in Waltham

This location was NOT the same standard of excellence I have experienced at other Embassy Suites or less expensive Hilton hotels. Let me start with a positive: the décor was nice, and the color palette was pleasing. Unfortunately, I will not stay at this location again as I have more negatives than positives to discuss. This is a shame for this location because my daughter is starting college in the area in the fall and we would have given YEARS of business to this location, but not after this visit.

1-The carpeting in and around the bar/stairs area was dirty. I'm not talking about a stain or two; I'm talking about this carpeting looked like it hasn't been steam-cleaned in years. Look at the landing of the staircase and you will see what I mean. It felt very unclean in many areas of the hotel.

2-The fact that I had to pay $15 a night to self-park my car in an open-air, traditional parking lot is unacceptable. I have paid for parking at other Hilton locations, but that was when it was a valet-only, in the middle of a city location. This was not that. This hotel is located in a suburban area and has no valet option. Why am I paying for parking?

3-Our room (#211) was clean(ish) but had several issues. Several items from a previous guest were left in the room (like socks and hair clips), so I do not believe the housekeeping staff is cleaning very thoroughly.

3a-First and foremost, the beds were slanted, and the mattresses need to be replaced. They were squishy, slanted, and concave in areas. Waking up with a backache every day is not something I should not have to deal with while on vacation.

3b-The ceiling in the bathroom has a massive crack in it that looked like it may collapse at any moment and it needs to be repaired.

3c-Neither of the TV remotes were working, so I opened the battery area to see if they dislodged. BOTH of them were so corroded that the white corrosion oozed out of each one. The staff brought two new remotes quickly, but it never should have gotten to that point.

3d-The digital key was NOT ready upon check-in, so I had to stand in a line that was 5 people deep with ONE person working the front desk at 6 pm. I opted for the digital key to AVOID having to wait in a check-in line. As soon as we checked in, the digital key was made available to us. That is NOT how that is supposed to work! And I had to ask for my Hilton Honors water instead of them being provided like in past stays in other Hilton properties.

4-As a Hilton Honors member, I have stayed at most levels of Hilton properties without issue. This breakfast was subpar for multiple reasons:

4a-No waffle maker or pancake-styled offering anywhere to be seen. I have NEVER stayed on a Hilton property that didn’t have one of these options and my son was very disappointed as he doesn’t eat eggs and wanted a hot breakfast. The free breakfast is one of the reasons we chose this location and it was disappointing.

4b-Variety of meat options: ONE. The only meat side dish served was chicken sausage links that were raw to undercooked at best all three of the days we were there. No bacon, no ham, no normal pork sausage. We asked for some bacon at the made-to-order counter and the cook looked at us like we had 4 heads. Then he proceeded to tell me all he had were bacon bits for omelets. Lovely. I asked him to put some in a pan for us and he gave me an amount the size of a quarter. How is that a side of bacon?

4c-The coffee was burnt. EVERY. DAY. This was so disappointing because I think the coffee Hilton uses is delicious, but it was absolutely bitter and burnt each morning.

This location needs a wake-up call and the only way I know to make that happen is to leave this review. Going forward, we will be looking at other Embassy Suite properties in the Boston area for our needs. We will NOT be back and we will tell everyone to avoid this location at all costs!

I do want to mention that the majority of the staff was delightful and quick to respond to questions and such. Management is doing a good job hiring the customer-facing staff for...

Well first off I’d like to explain that I have been a long time Embassy Suites customer. Often choosing them over competitors even at a significantly higher cost due to several things, the free made to order breakfast, the cocktail hour, the consistently nicer pools, and a history of extremely thoughtful and considerate customer service.

So when deciding to book my family vacation in the Boston area I took these into consideration. I used the app and selected the hotel options of , free breakfast, cocktail hour, and pool. The Waltham Embassy Suits was an option that came up. It was on average 60-80$ more per night but taking into consideration the previously stated experiences I chose it. The most important part being the pool, the only request that my twins had for the hotel.

On my cross country journey to Boston I received an email from the front desk at 12:28 AM informing me that, the pool was closed indefinitely and that the “Reception” was light snacks only.

Upon arriving at the Embassy Suites I asked the reception if this was true. I was told that it was and that there was nothing that they could do. I explained that these were some of the reasons that I choose Embassy Suites over much cheaper options. After being very unhelpful and unresponsive, I was offered the ability to cancel the stay free of charge.

I was horribly disappointed at the response and sat for over an hour looking for other available hotels even at the same cost but could not find anything available and asked the staff to speak to a manager. I was told that they didn’t know when the manager would be there. I asked them to get a message to them. I repeated this process the next day with another front desk employee who was just as rude and less understanding. Again I requested that the manager contact me and was told that she would be in at 11:00pm.

Although I didn’t want to stay up that late I requested that the manager call the room when she got there. I stayed up but did not get the call. I called down and the phone was not answered. I set my alarm and woke up at 5 am on my vacation in order to go down and try and catch her. She was there and I was met with more dismissive responses that implied I was somehow at fault.

My messages were not received by the manager and reluctantly she offered 30$ off per night. At this point I was exhausted and accepted this offer, only to find upon checkouts it was not processed correctly. The manager had adjusted my three nights from 185$, 184$, and 135$ to 155$, 155$, and 155$. Decreasing the first night by 30$, the second by 29$, and increasing the third by 20$. This was so unbelievably disappointing, I had to turn around and go back to the hotel and explain for over an hour the error multiple times before finally having it adjusted.

On top of the problematic customer service experience, lack of pool, and lack of complimentary drinks. There were other areas that do not stand up to the Embassy Suits reputation.

During the complimentary made to order breakfast:

Daily there were not enough plates, and silverware for the guests .

Twice the Juice ran out and was not replaced with over an hour left for breakfast.

There was no Decaf coffee.

In the room:

The wallpaper in the bathroom was peeling off.

The pullout couch had a tear in it.

The dressers in both rooms had scars that were poorly touched up with the wrong color.

There were marks on the walls.

Overall a terrible experience that will greatly diminish my consideration of Embassy Suits in the future. I spoke to corporate and was treated just as poorly.

Embassy Suits is no longer an...

I've booked a few times in the past month, a total of four rooms, and all have been clean with minor issues to report. 2 had maintenance issues. One was resolved quickly and one was never truly resolved but maintenance made an attempt. I didn't bother to report until leaving that the situation remained unresolved as I didn't want to continuously be bothered when trying to work virtually.||My rooms I was promised were given away on one of my visits which caused a minor issue however I could deal with it. Also I wish that linen was consistently provided for the sofa beds without asking. We arrived late and I just ended up sharing pillows from one of the beds but it's an ongoing problem. The closets should have blankets and pillows. The sheets were already on the bed, however one of the beds was missing the flat sheet. Again, didn't bother to request as it was late and we were tired. We made due.||One thing I noticed is that the breakfast and reception were sorely lacking. Didn't attend the reception but I'm usually given drink tickets at check in at Embassy suites and realized that none were offered. Walked past during the evening reception one night and the fare looked very thin. Again, that's okay because I rarely go to the evening receptions however I have stayed at a few Embassy suites in the past that have had very nice receptions. That was pre covid and I wonder if that is now a thing of the past. Breakfast however, is something that I would have loved a little variety at. Every day was the same thing. Eggs, potatoes, chicken sausage. Of course the omelet was an option however the omelet station did not offer strips of bacon as a side as found in many Embassy suites. I also noticed that bananas were only available on the weekend and on one weekend morning I was lucky enough to score a croissant. All of that is fine but after a few days the inability to mix up the hot options a bit gets redundant. Bacon, a waffle or pancake, a boiled egg, etc would have been nice. For a short stay it's good though. cold cereal, oatmeal, yogurt, oranges, small pastries, and watermelon/cantaloupe/honey dew melon were also options. Still I've seen some great options at some Embassy suites but sadly this wasn't one of them. ||Best part was the staff. All were amazing. Between the staff and the clean rooms I'd stay again despite the minor issues...