Residence Inn by Marriott Boston Andover — Hotel in Andover

To whom it many concern: We selected to stay at the Residence Inn Boston Andover, based on a recommendation from Congress, as our daughter is a delegate attending the Congress of Future Medical leaders 3 day event. This has been the worst and most disgusting hotel experience of my lifetime. From our initial check-in to room 336; the air conditioning was not working properly. Reported it to the front desk and someone came within 15 minutes. Stated that they did what they could and that if it didn’t cool off in 10 minutes, that we would be moved to another room. Within another 15 minutes the temperature rose to 81 degrees, pictures taken. We were then moved to room 116 where we walked into a roach on the ceiling, picture taken. The master bathtub water would not properly drain down while showering, picture taken. There were live spiders in the closets, no picture. Trash was left by past guests in the hallway overnight and probably longer. Then woke up to live roaches crawling around INSIDE of the refrigerator, and inside of the cabinets, pictures and video taken. Roaches carry diseases; our son is allergic and woke up vomiting at 5am. Having physical disabilities, multiple sclerosis and several severe food allergies, we thought having a full kitchen and a location close to the event would be best to cook and save money. But it’s now a nightmare causing additional stress with most places being booked and it’s difficult to find Celiac safe restaurants to dine in. Our family of four has been forced to check out due to the unsanitary conditions, and now we are left out stranded until an early check in at a different hotel is available. We are now accumulating unexpected and additional expenses with having to find a new hotel to stay and safe place to eat that can accommodate our numerous food allergies/ understand cross contamination. Melissa with management appeared overwhelmed and feed up with receiving complaints, but eventually comped the 1 night stay out of what was supposed to have been 4 nights and for the food that was exposed to the roaches in the refrigerator. She stated the part of the hotel was used for immigrants and that is what has triggered the pest infestation. Also that “there is a pest control company that is servicing some rooms better than others”. This location is unacceptable, should not be associated with the Marriott brand and is not up to the Marriott hotel standards. We would appreciate some additional compensation for these additional costs and inconveniences, which have deterred our original plans. We appreciate your assistance in addressing these concerns in advance.

Additional observations: -Facility is overall run down and smells bad. -Trash cans in the hallway for more than a day. -Roaches on in the hallway walls and outside of the building. Room336 AC not working, temperature rising from 76 to 81 degrees. -Chair had red tape covering the armrest. Room 116 -Roaches on the ceiling and crawling over the food inside of the fridge. -Roaches all in the cabinets. Spiders in the closet. -Clogged master bathroom tub. -Fluctuating temperature in the room. -Hair all over the pull out bed covers.

*Edit Filed a complaint with the Town Public Health Department. An inspector went out the same day, and the complaint has been confirmed: an order has been issued and a plan has been put in place to have the entire wing treated for pests. Still waiting to hear back from the...

I'm staying here for a month because of a kitchen flood so I'm really getting to know the place. So far it's been a week.

The people at the front desk are great, but my daily cleaner forgot to leave shampoo, conditioner, and lotion (Paul Mitchell toiletries) for three days. I ended up getting them from the front desk. On Sunday my room wasn't cleaned until 6 pm though, which was way too late in my opinion. When I asked the front desk a little after 4 (because I was surprised to see it not done) they seemed surprised too and looked it up and said it should have been. I hung around the gatehouse and took a walk, then couldn't take the heat any longer and returned where I ran into the attendant who bad just gotten to my room. She finished fast (forgetting to take the garbage in her haste) and returned with the rest of the towels as her cat had run out.

Everything is extremely clean, which is great. There are also nice walking trails around, which helps when one needs to get away for a moment.

The one time I tried the pool (outdoor), it had what appeared to be oily muck floating atop so decided against it. Later that week I got back too late for a dip (pool is open until 9 pm) but wanted to cool off. So they called Springhill Suites, another Marriott property a minute away and said I could use their indoor one instead as theirs is open until 11. I went but it was packed with shouting kids which was a surprise but I went in, cooled off, then came back to my cool, quiet suite.

Breakfast here is quite nice, with a a few hot dishes like eggs, pancakes, breakfast meat daily. Then there are cereals, yogurts, pastries/muffins, juices, breads, sometimes cut and always whole fruit, different milks. The coffee bar is always open, with flavored creamers and cocoa, and has teas as well.

For me, the bed is far too soft but I like really firm mattresses so no complaints. Feather pillows are fluffy. The sheets are really, really nice.

There are no funny smells in the halls despite every room having their own kitchen.

They do a small dinner munch on Monday, Tuesday, and Wednesday nights with beer and wine available for two dollars. Every time I've stopped by they had hot dogs as an item but a co-worker has told me sometimes they do grill nights or pizza or even dessert. So I guess you never know! I've seen chicken, hot dogs, veggie burgers, beef burgers, nachos. I assume some of this is leftover from weekend events because the chicken although tasty was very dry.

The drawers on the dressers don't close well but the tv is great and there are a lot of available channels. I chose a studio suite instead off one bedroom so the tv swivels and you can see it from everywhere except the bathroom.

The bathroom has a nice big tub, suitable for soaking if you're into that. And the shower is wonderfully powerful.

There was a power outage this weekend, which was too bad. It was less than half an hour, though.

Despite the outage, so far I'm pleased about my stay and I have recommended it to...

Original reservation made using my Mariott Bonvoy Account was for a 2 bedroom suite for my 21 year old daughter, my wife & I to travel to a Weightlifting Competition. Brianna from the Hotel called to alert my wife that the Suites are experiencing problem with the AC units and asked to instaed place us in 2 separate room next door to each other. Of course we were ready to mke the change and thanked Brianna for the advanced thinking and for the offer to keep the rate the same for the 2 rooms as it was for the suite. |When we arrived at the property I informed the desk clerk of being assigned to side by side rroms because the 2 bedroom suites have AC Issues. The look on the Desk clearks' face gave me the sense that I may have not been told the truth about the AC but still mo problem.|NEXT up: I am told one room is ready but the room next door si still being cleaned. The desk clerk suggested we move our things into room 127 and when the oher room is ready they'll call. |Next: Front Desk calls and says they have a second room ready but unfortunately its not next door. Not only is not next door, it's not even on the same FLOOR!!!!!|NEXT: while my wife is sitting in one of the orange chairs in Room 127 she feels something itchy on her leg,reaches down to find the Cockroach that I have supplied the picture of.|NEXT: When opening the door of room 127 we encounter 4 or 5 teen aged young men awkwardly standing right outside the door. My wife insisted she thought they were trying their key on our door, to which I quickly dismissed her fear as teen boys just fooling around in the hallway - I truly believed my wife was a little over the top on her fear.|NEXT and FINAL ISSUE: I settled my wife & daughter in the second room ( 322) and I went back to the Roach Room ( 127) for the night.|Sunday 8/3/2025 checkout and I asked my wife how they slept upstairs nd she relayed to me another episode involving young men/ teen boys jiggle the door handle of room 322 and then knocing on the door to which my respoded thru the door ( without opening it) to go away !||There it is |Roaches; Halways being roamed by boys misbehaving to a level that made my wife & daughter concerned for their safety. Had my wife alerted me about the door knocks and handle being jiggled I assure it wiuld not have ended well. ||Never EVER EVER again! |I am a fan of Mariott and have used Mariott often . I don't know whats going on at that location, but whatever it is........................I would strongly recommend against...