Courtyard by Marriott Boston Logan Airport — Hotel in Boston

I am a loyal member of Marriott, but this hotel is deplorable in my opinion. I checked-in on July 10th in the morning and left for mtgs the entire day and upon my return in the evening, I saw a bug in my bathroom...Initially I thought it was a bed bug, but turns out to be a type of cockroach based on the video I took and comparing to available photos online. I packed up my stuff and went straight to the front desk where I told the front desk lady I had bugs in my room (room 1130) and I showed her the video I took...she then asked Mical Lima, new front desk manager to speak with me and she declined my request to book me into another hotel at their expense; she offered me another room in their hotel which I quickly declined, especially after reading the hotel has had multiple issues with bed bugs reported in online reviews. I asked a second time if there was anything she could do to accomodate my request in having her book me into another room at another hotel at their expense, and the answer was no as her boss, Mr. John A Levesque instructed her that if anyone complains about bugs to offer a new room (so used to it that they are desensitized to the guest experience I suppose). They credited my $350 hotel room and said I'm free to book where I choose, and they truly didn't care about it. I booked myself elsewhere and then called Titanium service at marriott and opened a case with them about the hotel (case # 585976015)...someone should call me within 3 business days she advised and she was quite surprised there was no other offer from the hotel besides another room in a bug infested hotel (according to other on-line reviews and my experience with my room supports the bug complaints). It gets better, I received multiple emails on July 11th after arriving home from the Assistant GM, John A Levesque that it was a "beetle" and the hotel tried to accommodate, I asked him if he would stay in a hotel with bug issues reported and then looking at the bug I had in my bathroom for $350/night. He was condescending in his emails and told me the other bed bug issues were not my concern...this is the type of service you can expect from the hotel. Don't stay here, spend the extra dollars to know that when you book a room that you'll be alone versus with critters. Hoping Marriott does the right thing and credits my bill for the other hotel, as I had to pack up in the evening and drive to find another hotel with a very early flight out the next day...Courtyard Marriott Boston Logan Airport hotel is one hotel to stay away from in my opinion...read the bug reviews, just do a google search for "bugs at Courtyard Marriott Boston Logan...

I woke up on December 22nd, 2024 with two bugs crawling on me. I jumped out of bed and checked my family's other bed. I also saw two bugs in the sink. I washed them down the drain, captured the bugs on the bed, and contacted the front desk to report the incident. They sent two people to the room to check, and I showed them the bugs on the bed. They removed the bugs and notified the front desk. The front desk wrote the report and informed me that the General Manager (GM) would contact me the next day because he was off. When we got home, we dumped all of our clothes from our suitcases into the wash.

After 4 days of not being called by anyone on staff, I contacted the hotel and was told that the GM was off again due to the holiday. The Assistant Manager (AM) contacted me and informed me that there was no major incident reported, the GM does not contact people for this type of incident, and no one contacted me because of the holiday. The AM informed me that he would contact the staff on duty. A few days later, the AM contacted me and told me that it was a "normal" bug, it was "harmless", and these bugs are in everyday homes. It was confusing that he would compare a brand such as the Marriot to an everyday house. I assume when people stay at a brand hotel such as the Marriot, they seek an experience that far exceeds a house and NOT have bugs crawl on them.

The AM also told me that I declined an offer to move to a different room and I requested additional time to leave. We needed the extra time to leave because of the incident and why would I want to move to another room? It was stupid to grab all of our clothes, move to a new room, repack everything, and leave for the airport. Why would someone say something so dumb? I was not going to move my family if we were already getting ready to leave.

He informed me that his team inspected the room, found nothing, and had other guests stay in that room that same day. I was completely shocked. Why not, at least out of an abundance of caution, have a professional exterminator go in and inspect? Why not just close the room and conduct a full clean? If I were a Congressman or a person of social influence, I would be treated much differently. Someone could have at least reached out to just ask if we were ok. I would have been truly happy with a call. Instead, I had to be the one to call. Management always worries about travelers asking for comps for poor rooms or services. We are just numbers and...

Truly awful experience. Front desk staff (one person in particular) was awful and argumentive and extremely unprofessional. We booked a king room with a sofa bed but got a room without a sofa entirely. When I asked why we didn't have a sofa bed in our rooms (like we paid for) the front desk person started to raise their voice to me and tell me everything I did wrong (we flew in late/booked through a 3rd party) and wouldn't listen to what I was asking. I was informed not all their king rooms have sofa beds (a fact mentioned nowhere on this hotel's website) and because we checked in late (landed at 10:30 pm) we were out of luck and should have called ahead to make sure we would get the room we booked (we did call ahead to make sure checking in late wouldn't be a problem and were told it was fine). They advertise a king room with a sofa bed but there is no guarantee you will get a sofa bed if you book that room which is absolutely ridiculous. In addition to being yelled at by the front desk person (I was merely asking a question of why we didn't get what we paid for), the showerhead detached from the wall when I first turned the shower on and it sprayed all over the bathroom as it fell. I had to screw it back in myself. Water temp was not consistent and would either be cold or lukewarm. Turning the nozzle did nothing other than turn the shower on, no temp control. The soap dispenser in the shower was also completely empty and the shampoo had only a quarter left (conditioner was almost full). They didn't fill any of these bottles the next day when cleaning the room either but did leave bar soaps. Bath towels also were dirty (red marks). Stop advertising a bed and a soda bed when your rooms do not all have this because we personally were counting on that (we also paid for it) and I imagine others also are. Also train your staff better because they do not understand customer service with the way the one person at the front desk spoke to me. Will opt for the Hilton around the corner next time assuming they don't lie on...