DoubleTree by Hilton Hotel Boston - Downtown — Hotel in Boston

I am a BIG hilton honors member. We stayed at this property for our award night and i HIGHLY regret using my stay at this property. This area of town was not desirable - there is a large parking garage right behind the hotel which at 2 am we woke up to what i can only explain as PURGE music playing - there was some event a few blocks from this location and a lot of cars were coming and going all night long. The building is an odd shape so if you are in certain rooms you look out facing the other side of the building into other rooms and it comes to a "U" shape so any noise from the parking garage is coming right into the building and making it sound even louder than it is.

My husband is 6'4 and let me tell you that shower head could not have been above 5'6. I even had a difficult time washing my hair because of how low the shower head was. The shower head does not bend or move at all so its a straight line of spray coming out and is a firehose pressure. Thankfully again this was only for one night that we stayed - otherwise this would have been a huge issue.

Several pieces of furniture in the room were broken - scratched - dented - etc.

The location of this hotel is also not in the best area of town. We were told that the doors lock at 9 pm at night and that you have to use your key to get into the building after hours - we were out until 11 pm and my husband had forgotten about this rule and sure enough when he tried the door it opened right up. I was very worried about this because anyone could come off the street and into the hotel. Assuming this hotel doesn't have security at night?

Front desk staff checking us in was great. But when we called in the middle of the night to complain about the purge music noise - (at this time we didn't know it was coming from the parking garage - we thought it was from the lobby) they were very rude and dismissive and said that they had gotten several calls but that the noise wasn't coming from the hotel and suggested that everyone call the cops themselves and report it to the police at the parking garage. (I completely understand that the noise didn't come from hilton and isn't their responsibility to fix - I guess I was just hopeful that the front desk would have been more pleasant and offered to call the cops as well or at least assured us that we were safe in the building and that the doors were locked)

The rooms were not that clean - we were not impressed. The room didn't smell fresh or clean. It was stuffy and several parts of the hotel were under construction. I am allergic to dust mites and i would have appreciated there being some sort of notice about the work being done so i could have asked for a room on a different floor or chosen a different hotel all together. I was sneezing and coughing all night. Several garbage bags were left in the hallway for multiple hours at a time - cleaning carts were in the middle of the hallway over filling with dirty sheets etc. Housekeeping left a lot to be desired.

We went to the hotel breakfast the following day - although the menu is large and has good options the portions are EXTREMELY small. Service was not great and it is served restaurant style where you have an individual server. We had to get up to ask the host to get us items from the back because the servers were no where to be found - for example - brought out our food but no syrup and never returned with it - we were unable to get refills on drinks because she was not in the area - there were three other tables besides us so its not like it was even that busy in there that morning.

Front desk staff that checked us in was great - we got our cookies and water - a perk of being a member. Sadly check out was not pleasant because we had the same gentleman who we had called about the noise the night before working the same front desk in the morning and he was unpleasant so we had a different woman check us out.

Had i paid cash for this hotel room i would have spent over $1,000 thankfully I am just out a free reward night and some serious sleep. Would...

We arrived after 3pm on Friday , we had rooms 345 and the adjoining room 343 , when we arrived housekeeping for room wasn't completely finished , so we had to wait to get the keys to that room. We were in Boston for a concert at fenway which started at 4pm. So we waited and obtained a key , after which we left to go to the event. Upon our arrival back we noticed several areas of both rooms were not clean, seemingly they must have neglected to vacuum the rug in places , found some rather odd things obvious to the naked eye from a standing position, obviously at this point its around 12am Saturday , so we didn't think it the proper time to bring this to attention of hotel staff. Also the bed in room 345 , didnt have a fitted sheet over the mattress cover and somehow the flat top sheet, was over the comforter , which seemed odd, and out of 2 rooms with 3 beds , was the only bed that was improperly made and didn't have a fitted sheet on it.We were only provided 1 bathtowel per room, even though specified there were 2 guests per room. Some areas in the bathrooms , behind the toilets , around the plumbing fixtures and corners on bathroom floors and the entire trimboards on both bathroom walls had visible dirt and other questionable debris through out . Also where the shower surround is siliconed to the tub , also was not clean in either room and had what appeared to be black mold in the corners. The staff was polite upon arrival and departure , check in took a bit longer than anticipated, we needed to minimize time standing in the lobby at checking in , arriving after check out time and one out of 2 rooms wasnt ready , I feel this particular Hilton doesn't meet all of the usual Hilton standards for quality , and the visual pieces of garbage on the carpets , the black mold and dirty trimboards on bathroom floor , silicone sealing water from damaging the wall in both showers starting to deteriorate , visible holes and tears with the presence of at the very least grime, but more than likely the start of black mold in each showers , very disappointing, I have a serious md allergy , which was immediately agrivated upon being in the rooms for less than 30 minutes before departing to out event , made breathing difficult. I also have asthma, I have a nebulizer , but didn't think I'd need to bring it, given the reputation of all Hilton affiliated hotels. I have been staying in them for years and usually Hilton meets and exceeds every expectation. I was there for personal reasons, leisure with my family. Ironically I work as a hospitality management consultant , so every stay I notice things that could at the least deserve more attention , some need to be redone/ replaced , I notice every little issue with the establishments who hire me , and even when not working , still see them all. I can offer your establishment my services , seemingly it would be very beneficial. I can assess all facilities and rooms, from top to bottom and everywhere in between. My services are not exceptionally expensive , but have never gotten any bad reviews or negative responses from any corporations and businesses that have hired me. I document all issues by photos and easy to understand possible ways to address them. I can find the right contractors , plumbing companies , employee assessments , and more. I have pictures to document the issues with each bathroom and bathroom, cosmetic and neglectfully cleaned , some areas obviously hadn't been cleaned for a while. Even the bathroom exhaust fan covers , were dirty and since they are supposed to be white , it shows very easily in a picture. I normally don't like having to give poor ratings , but given the circumstances I feel we severely overpaid for these rooms , and didn't get the quality standard that Hilton hotels are reputed for. All stays at Hilton deserve a premium experience at the premium price paid to stay there , it should feel as home...

I had a horrible experience here last week.

Loss of Our Personal Belongings Due to Operational Mismanagement

During our stay, my mother and I encountered a completely unacceptable incident. Despite being registered in the hotel system for a check-out date of May 31, all of our personal belongings were mistakenly thrown away by housekeeping on May 30. According to the hotel, this happened because Expedia (through which the booking was made) mistakenly informed the cleaner of an earlier check-out.

However, this explanation is entirely inadequate for several reasons: • At check-in, we communicated to the front desk that my mother would leave on May 30, but I would remain until May 31 – in line with the original booking. • The hotel staff acknowledged this at check-in and updated the internal system accordingly. • The cleaner’s actions were not independently verified, and no effort was made to cross-check with the hotel’s system before discarding our belongings.

As a result, numerous valuable and irreplaceable items were lost, including: • The souvenirs from my mom’s home country(my mom lives outside of the US, and she was visiting me and my husband) were thoughtfully packed and gifted by my mother. • Decorative balloons and supplies for my husband’s graduate school celebration. • Packaged specialty food items, intended as gifts, not casual snacks.

To have these items thrown away so carelessly reflects a complete breakdown in operational communication and responsibility.

Unprofessional and Disrespectful Conduct by the Front Desk Manager (Anna F.)

What compounded this already upsetting situation was the manner in which the Front Desk Manager, Anna F., handled our complaint: • She offered no apology whatsoever, even after acknowledging that the hotel was at fault. • She demeaned the value of what was lost by stating they were “just food”—a wholly inappropriate and dismissive comment. • When pressed, she claimed other staff had apologized, so she did not need to. This shows a lack of basic professionalism and customer service awareness, particularly for someone in a managerial position. • Her demeanor was cold, combative, and condescending, ultimately saying, “So do you want 50% refund or not?”—as though she was doing us a favor. ( she offered 50% refund for just ONE NIGHT without a single word of apology)

It is entirely unacceptable for a manager of a Hilton property to deflect blame onto Expedia, refuse accountability, and treat affected guests with such indifference and arrogance. The fact that she even instructed us to resolve this through Expedia rather than taking ownership of an issue that clearly stemmed from internal miscommunication is frankly disgraceful.

We are still waiting to hear back regarding appropriate compensation and resolution.

I truly hope that the Hilton takes this issue seriously and that the front desk managers there will receive...