DoubleTree by Hilton Hotel Boston-Andover — Hotel in Andover

#DoubletreebyHiltonBostonAndoverMassachusetts Horrible customer service, untrained front desk employees, almost ruined a wedding! Not the same hotel it used to be!

Don't chose this hotel!

We had an entire block of rooms reserved months ahead for our daughter's Saturday wedding. We were told we could fine out about early check in the day before our event, regular check in was at 3pm. We called the day before and we were told we could have early check in on 2 of the rooms. We also, in an effort to make sure we had all our bases covered, had previously reserved a room for Friday night so we would have a room available to us Saturday morning.

Though out this entire reservation process we kept having to call because we were not receiving email confirmations on all of our reserved rooms or the confirmations we received were not for the right type of room. (I.E. a king bed vs. 2 queens or a handicap accessible room for the bride' s elderly grandparents.)

We called Friday morning to inform the hotel that we would not be spent the night in the room but we still were keeping the reservation because we needed the room in the morning.

The big day finally arrives. My husband arrives around 11:45AM to check into our " Friday night" room (2 queen beds) and was told it was given away because we didn't show and he will be charged because we were a "no show...sorry company police." After several minutes of a conversation in which your front desk staff was blaming him, "because he didn't call them directly, he called the corporate number." He finally was given a regular, non handicap accessible room with one bed. (HE DID CALL THE LOCAL NUMBER!) He was also assured he would be notified as soon as the other 2 rooms under his name (which we were previously told we could have early check in) were ready. He never received that phone call.

At this point I'm just going to cut to the chase because nothing your hotel did was acceptable!

1. Your front desk staff is not trained. They kept trying to blame everything and anything on us or "corporate". They continued to make promises that they did not follow through on and kept complaining that they had "too many weddings happening and didn't know what to do."

2. None of the other, (" Yes you can have early check in.") rooms were ready for check in, even at 2:45PM when we finally had to leave. Regular check in time is 3 pm.

3. We never received the handicap accessible room. The grandparents of the bride had to make do with the room they were given. My mother even fell in the bathroom!

4. The front desk assured me a month before the wedding that I could make a breakfast reservation for a large group on Sunday morning at 189 Prime. I could not speak to the restaurant at the time because they were not open. Two weeks before the wedding when I called to make my reservations I was immediately transfer to the manager who explained that they were training new people at the desk and I was misinformed and the restaurant could not handle my reservation. The front desk just keeps telling people what they want to hear, not the truth of what they can actually provide!

We had other rooms available to us from guests that were already staying there but because we were assured we could have our rooms at 1 PM so we did not use this alternative plan. The Doubletree Inn by Hilton Boston/ Andover, Massachusetts hotel made a wonderful, exciting event extremely...

I am writing to formally file a complaint regarding an extremely distressing and mishandled incident that occurred during my family’s recent stay at your hotel beginning August 1, 2025. We selected your property specifically because of the indoor pool amenity, which we expected to enjoy safely and peacefully with our family, including several minor children and an infant.||On August 2, upon entering the pool area, we were immediately overwhelmed by excessively loud music that could be heard from two hallways away. It was evident that a party was taking place, complete with presents, an overcapacity pool, and a large external speaker. I approached the front desk to report this. The female front desk agent was professional and responsive, acknowledged that complaints had already been received, and promptly sent a security officer to assess the situation.||The security guard accompanied me back to the pool, confirmed the noise level was unacceptable, and spoke to the group. However, despite his intervention (which ended with him fist-bumping the group), the music was turned back up and I began to receive hostile looks. Upon a second return with security, a female party member began yelling obscenities at me and physically advanced on me while I was holding my two-year-old child. Fearing for our safety, I immediately left and again reported this to the front desk.||The front desk agent was clearly frustrated and stepped away. The security officer then told me that the group had been asked to leave but added that I was not allowed to return to the pool either, stating he would not “babysit adults.” This comment was highly unprofessional and deeply inappropriate, especially given that I was the one who followed all protocols to handle the situation safely and calmly.||When I asked to speak to a manager, I was introduced to Joey, the night manager. Unfortunately, he provided no apology, explanation, or support and simply stated that he stood by security’s decision. No consideration was given to the fact that I was harassed and physically approached while holding my child, or that this entire incident stemmed from a group violating hotel policy.||To make matters worse, I later learned that the disruptive group was on day passes, which made it even more disheartening that paying overnight guests—myself and my family—were the ones penalized. Another family in the pool area informed us they were leaving because their child had been dunked underwater by members of the same party.||I called Guest Services immediately after the incident to report the issue and requested a callback. As of today, I have received no response.||This situation was handled with little regard for guest safety, Hilton’s policies, or your duty to provide a secure and comfortable environment. Instead of diffusing the situation and protecting guests, hotel staff chose the path of least resistance, effectively rewarding inappropriate and dangerous behavior. My family and I were denied access to an amenity we specifically booked the hotel for, and our experience was tainted by fear and...

I had a bad experience at the hotel the first time I stayed about a year ago, but decided to give the hotel a second chance. This time was improved. They still didn't clean the rooms each day, but the staff was much friendlier and the hotel seemed cleaner overall. The hotel is still in a major need of a renovation, as it looks like it hasn't been updated since the 90's. The carpet in the lobby has stains, and overall just looks old and dirty. However, the rooms are clean and seem up to date.

The complementary breakfast is very good and fresh. The waitresses in the breakfast area were friendly as well. My co-workers all agreed as well. All of us were impressed. If I were rating the breakfast service alone I would give it 5 stars.

The bar / restaurant isn't any good. My co-workers and I sat down at a table there one night, and the lady said she would be coming shortly to take our orders. The menu didn't look impressive. It was basically cheap bar food. A large party walked in after us, and she started serving them instead of taking our orders. We all walked out, and swore to never go back. There are good restaurants close by, so no loss there.

During one of the nights of my stay the fire alarm went off at 3am. It was snow and freezing rain outside. It was a miserable experience. I couldn't go back to my room till 4am, and couldn't get back to sleep after that. I felt terrible that day of my business trip due to the lack of sleep. It was a false alarm, but I don't blame the hotel staff for it. However, Hilton should have given all the guests something as a courtesy. Even a few points towards our Hilton Honors would have been nice. Just something to say sorry for the inconvenience.

Overall I'll return to this hotel again in the future only because it's close to my work's site that we travel to Andover for once or twice per year. It's not great, but not terrible. I would call it a little below average. It could easily be 5 stars if they renovated the lobby, hallways, restaurant, and paid a little better attention to the details.

UPDATE September 2023: I've continued to revisit this hotel due to its close proximity to my work location. I found it much cleaner overall this time, and my room was cleaned every day I stayed there without even having to ask for cleaning. The elevators always had a funky smell in the past, and this time they actually smelled like they had been recently cleaned. Same goes for hallways and lobby. Far better service! Good job on the...