Embassy Suites by Hilton Boston at Logan Airport — Hotel in Boston

Great Location for the traveler; however, this is not a property I would stay at again. Was originally booked for 3 nights and decided to leave after one. Rooms are very dated and overall look is not what I am used to seeing from a Marriott property. I've been staying at Marriott properties for 15 years and this is the first property that fell way below expectation. It began with check in. Normally as a Diamond member, I have found that with every other property, the check in staff makes it a point to recognize and thank you for your status. This small gesture goes a long way toward making the loyal customer maintain their desire to remain loyal. However, check in at this property was very disappointing. The guy at the front desk (did not get his name, but he was working on 8/31/2023 at about 2PM) was quite rude. Upon check in I handed him my ID and credit card then he quite rudely tells me "use the machine, use the machine" making me feel like I am the idiot. It only takes a moment to politely tell a customer to use the c/c machine and tap feature on it rather than impatiently waving a hand in the air and impatiently saying "use the machine, use the machine." I then thought - OK, perhaps it's a language barrier or cultural manner, but when I asked him about shuttle times to the airport, he again waved his hand impatiently and said "shuttle over there, over there" pointing to the front of the hotel. At the time there was no shuttle parked in the front of the hotel so I was a bit confused as to what he was talking about. He made a face and pointed two more times without saying anything. I was being patient and polite, but at this point I gave up trying to communicate with him since I felt that he made it obvious he thought I was an idiot. As a Diamond member, I have come to expect a level of professionalism from Marriott staff and a minimal level of quality from Marriott properties. On my Hilton account, the offer I chose was 2 waters, a salty snack and 2 sweet snacks - none of which was forthcoming from this guy. Another (female) person from behind the front desk must have noticed my frustration - she handed me a bag containing 2 waters and a small bag of potato chips and said "Thank you for being a Diamond member. We appreciate your loyalty." As kind as she was, unfortunately it felt to be too little too late. This guy should never have been stationed at the front desk. My reservation showed that I had 3 people staying in the room - he gave me two keys. When I asked for a third key, he appeared exasperated and made me feel as though my asking was an imposition. The female worker then made me a third key. By this time my disappointment in Marriott was extreme. I went down to the front desk and advised them that I would not be staying beyond the one night, even though I had booked and paid for 3 nights. Then I inquired about a refund for the 2 unused nights. At the front desk, same rude guy tells me that no, prepaid means prepaid. Nothing back. The kind female front desk clerk then offered to move us to another room. I turned away from Rude Guy and asked her about hotel policy concerning the unused 2 nights. I already decided at this point that Rude Guy left me with such a feeling of distaste, I would not stay any longer. At this point, I contacted American Express Travel Agency (who booked the room - I am a Platinum cardmember with them) to advise that I would leave in the morning and quite frankly at that stage did not care whether or not I got a refund for the unused 2 nights - but for my AMEX agent it became a matter of principle. He contacted the hotel and they agreed to refund $667 for the unused 2 nights. I then booked my remaining vacation at another Hilton branded hotel. My thought process at this stage was that I did not want one Rude Guy to change my opinion of a worldwide brand. But I am certain that I will not choose to stay at another Marriott again. See notes on Rooms &...

I cannot recommend this hotel for anyone making a short term stay in Boston. Upon arrival (after 2 hours of flight delays that put me in Boston well after midnight), I contacted the hotel for shuttle pick-up and confirmed the pick-up location which I found within a minute. After 45 minutes of waiting, and consulting with the last ground personnel and other hotel shuttle operators, I was reassured that I was in the right location. A second call to the hotel went unanswered, and finally a third call was answered, after which a very groggy driver showed up 5 minutes later. In all, it took 1 hour for a 5 minute shuttle transfer. I was the very last soul in the arrivals terminal -- not even a security officer remained by the time I was picked up. (I'm not a worrier but I'm not a solo female traveler either).

Finally, in the hotel at 2am, I am greeted with another indifferent employee engrossed with TV. I could have gone directly to my room and used my digital phone key but I wasn't feeling very confident that things were clicking smoothly so I wanted a 'hard' key, and I might as well take advantage of my Hilton club freebies. I was alarmed by the fact that the front hotel door had no security protocol, the hotel reception was set well off to 'stage-right' with our well hidden employee oblivious to my arrival, while the guest elevators were 'stage-left', again, with no security protocols (i.e. key access was not required to use the lifts).

The room was clean (so no hits on the room keeps) but it is getting dated. Power outlets were at a premium and USB outlets were malfunctioning. Paid $320/night w/ taxes.

The morning reception staff was quite a bit friendlier and helped me with some local information but when I shared my arrival story I was only met with 'that should not have happened.' I don't imagine that my concern has led to any remedy for subsequent guests.

This final bit is not necessarily an issue with this ES hotel staff but it would be incumbent upon management to do something about it. After all, many hotels around the world have embraced rideshare as an alternative or complement to their own in-house transportation services. That being said, do not expect Uber and Lyft drivers to pick you up at this hotel if you want a ride downtown or the Commons or the like. The fare is not worth it to many drivers. I was 'rejected' by 9 drivers in 2 days standing outside the lobby of the hotel which -- get this! -- is 450 feet from the entrance to the (free) airport rideshare waiting lot. One driver, Felix, in fact, pulled to within 550 feet of my location, then idled for nearly 5 minutes, presumably hoping that I would cancel the ride before he did (I have you on screenshot, Felix!) Too bad I don't get to rate 'no show' drivers on rideshare apps.

After I realized what was going on, I walked over to the lot to chastise that next a*e that would try this stunt but fortunately, driver #7 (first day) was cool and took the gig (after nearly 30 minutes of 'rehiring' delays), as did driver #4 on my second day. But you need to know these things when you make your travel plans, and I do plan to find some divine way to reach out to Uber about this ... imbalance?

So, if you plan to see Boston for a day or two, then you might as well find a downtown Boston hotel rather than stay here. But if you plan to take a rideshare from this hotel, bring along some window paint, walk over to the rideshare waiting lot, and then bring up the app. When the app tells you who your car and driver is, grab a screenshot and then hold your phone high up in the air. When they 'reject' you, grab your window paint and, well -- please tell them...

The room was nice, clean and had an excellent view. However, because of the valet "service" we will not stay again. Please read entire review below as there was several issues with parking including how poorly they handled the "resolution". I called before booking to verify that parking would be included with the cost of my reservation and it was confirmed that I would not have to pay extra. But that's not the part that is the most upsetting. I called down for our car the morning of our departure, went and stood outside waiting for it while watching the valet guy run multiple times to get other people's cars. It was COLD. February in New England. After awhile I realized that they valet guy wasn't coming back out so I ran in and knocked on the valet door where he was sitting and playing on his phone. I said to him that we have been waiting for our car to come around and have been standing outside for quite some time... he grabbed my keys and said " oh is this your car?" I told him yes and he handed them to me and said "it's out parked around the corner." In which case I then had to go and get my car. Which was also left unlocked. When I called to complain that my bill was $60 more than I was informed it was going to be and that I had to fetch my own car the hotel refused to do anything about it so I called corporate. Corporate opened up a case and had the Valet manager call me. The valet manager then insisted that the hotel would "never" tell me the cost of parking was included and that there was nothing wrong with me getting my own car. He also lied to me and tried to tell me that the valet got my car from the parking garage- he didn't- they never parked our car in the parking garage. I know because we had to go down and remove the Keys from our car the night before. And he said that because there were cameras it was fine that the car was left unlocked. This was a new car this was a vintage Volvo with no alarm system that someone could have just walked up to and hotwired or stole my wallet out of the glove box. First being told parking was included and then second having to go get our own car and then being told we have to pay for a service we didn't receive because we did the work ourselves is absolutely unexcusable.

Also note- the pool is three feet deep so not enjoyable for adults and we waited in line for the hot tub. It was okay but the website should mention that the pool is for kids and should post stricter guidelines for the hot tub so that everyone can get a turn. The timer is 15 minutes - put up a sign that requests if people are waiting that you take one cycle and then let someone else have it.

As for the location I gave it three stars because it's absolutely a perfect spot if you are just going to and from the airport- but there wasn't walking access to the museums and stuff on the other side of the tunnels so we had to drive 5 minutes away to pay for parking again.

Breakfast was great. They had a really nice chef there with made to order omelettes. It was pretty impressive and there was on onsite Starbucks which is just amazing.

The valet service was just really bad and ruined the experience for us. It's too bad. Maybe the owner can hire a new company to take over that will put the needs of the customer first. Get a bell hop too. Fix this part of the stay and people will return and write good reviews about how amazing it is to stay and they will return. As for...