Hilton Boston Park Plaza — Hotel in Boston

This was the second destination on our American adventure, previously we were staying in New York, we left New York at 7am and reached our "4 star" in inverted commas as this hotel surely cannot class itself as a 4 star with unserviceable rooms and terrible staff. ||On arriving at the hotel the check in agent asked us if we wanted to upgrade our "wicked small room" for $40 per day. We decided against this as we would rather use the extra money on experiencing Boston. We both agreed that a small room was fine we were aware that these rooms were compact when booking with British Airways Holidays. For two people the rooms are very ample. ||After declining the upgrade offer we went to our room, the rooms were well appointed with plenty of space for two people, nice large bed, big tv, and nice refurbished bathroom. Whilst compact it was more than suitable for a city location.||The room was ROASTING !! Due to the hot temperatures that we were experiencing on our trip. We popped the air conditioning on and it came on for approx 20 secs and then went off again. ||The first thing we wanted to do was get a shower however upon turning the shower on the pressure was HORRENDOUS, water was coming out of the main controls on the wall rather than the shower head. We decided to just get changed and then mention to reception for maintenance to attend whilst we got out and explored. ||We reported this to reception and they said that they would have this attended too by maintenance||After following up with reception they said that someone had lost the request for maintenance ..... so went to reception again !!!||At reception we explained that the shower was inoperative as well as the air conditioning, after four hours walking and exploring we returned tired and sweaty and asked reception for some feedback on the room, they said that maintenance went to the room and could not find any faults with the room. I explained that this CANNOT be the case and asked if maintenance could attend the room when we were in it. ||Approx 15 mins later maintenance attended the room and I asked them if they could explain how the shower and the air con was ok, both of the maintenance employees both said that neither of them had attended the room !!! Even though reception just told me they did !! I showed them the shower and they both said yes it was broken and needed the pipe reconnected inside the wall and a new shower head ... low and behold once they had done this the shower worked PERFECT !!! WOW !!! ||They also looked at the air conditioning and said that yes this was also broken and that it had not been serviced which was causing it to cut out after only a few seconds they removed the bottom panel and said they would have it serviced the following day. ||You guessed it the following day no-one appeared to service the unit and guess what when we went to reception the HOTEL MANAGER said there was no mention of maintenance being at the room or that the air conditioning needed serviced. The hotel manager was very rude, did not give eye contact once and seemed to be pre occupied with other things rather than taking this seriously. After I said we would like to be moved the manager said there was no other rooms which is fine I said but when I checked in I was offered an upgrade, the manager cut me off before I finished and said this is a generic email that gets sent out to every guest and sometimes we don't even have the upgraded rooms, I explained that this was not an email and that it was a receptionist that offered the upgrade on check in ..... his response was blank and he could not answer me. ||He said he would try to move us the next day.||The next day came and we went to reception and were told that the manager was not in and no note had been left to see if there was space to move us to another room .......||At this point I felt as if this hotel was consuming our whole trip and we spent so much of our time and efforts queuing at reception just to get lied to and fobbed off time and time again. ||I went back to reception asked if we could have fans and a microwave delivered to the room as when I tell you the room was hot I am not kidding, imagine sleeping in a hotel room that the air con unit showed room temp 27oc ... no windows and outside was at 70% humidity !!! It was disgusting, it felt like you were outside fully clothed in the sun when in fact you were in a hotel room ... a 4 star hotel room.||Obviously the fans and the microwave never turned up .... by this point we only had one more day left and we could escape the hotel of nightmares. Luckily the weather changed and it was cooler on our last day, but the hotel gave us one last parting gift ....||The two of us ended up so unwell after leaving the hotel, probably due to sleeping in a sauna then spending outside in the cooler temperatures.||Like I said the hotel is gorgeous, the location is fantastic, the public areas are also gorgeous. However the rooms need serious maintenance to keep up the 4 star appearance. ||The main issue is the complete incompetence of all staff that work on the front desk, from receptionist, to the duty manager and the hotel manager. Your process of writing requests down on a bit of scrap paper and putting them in a paper tray to be processed clearly does not work. Listening to customers and fully understanding them is clearly also not a strong point for this hotel. Working in a service industry where customer service is key and providing the service that Hilton is known for globally...

On arriving at the hotel the check in agent asked us if we wanted to upgrade our "wicked small room" for $40 per day. We decided against this as we would rather use the extra money on experiencing Boston. The room was ROASTING !! Due to the hot temperatures that we were experiencing on our trip. We popped the air conditioning on and it came on for approx 20 secs and then went off again. The first thing we wanted to do was get a shower however upon turning the shower on the pressure was HORRENDOUS, water was coming out of the main controls on the wall rather than the shower head. We decided to just get changed and then mention to reception for maintenance to attend whilst we got out and explored. We reported this to reception and they said that they would have this attended too by maintenance After following up with reception they said that someone had lost the request for maintenance ..... so went to reception again !!! At reception we explained that the shower was inoperative as well as the air conditioning, after four hours walking and exploring we returned tired and sweaty and asked reception for some feedback on the room, they said that maintenance went to the room and could not find any faults with the room. I explained that this CANNOT be the case and asked if maintenance could attend the room when we were in it. Approx 15 mins later maintenance attended the room and I asked them if they could explain how the shower and the air con was ok, both of the maintenance employees both said that neither of them had attended the room !!! Even though reception just told me they did !! I showed them the shower and they both said yes it was broken and needed the pipe reconnected inside the wall and a new shower head ... low and behold once they had done this the shower worked PERFECT !!! WOW !!! They also looked at the air conditioning and said that yes this was also broken and that it had not been serviced which was causing it to cut out after only a few seconds they removed the bottom panel and said they would have it serviced the following day. You guessed it the following day no-one appeared to service the unit and guess what when we went to reception the HOTEL MANAGER said there was no mention of maintenance being at the room or that the air conditioning needed serviced. The hotel manager was very rude, did not give eye contact once and seemed to be pre occupied with other things rather than taking this seriously. After I said we would like to be moved the manager said there was no other rooms which is fine I said but when I checked in I was offered an upgrade, the manager cut me off before I finished and said this is a generic email that gets sent out to every guest and sometimes we don't even have the upgraded rooms, I explained that this was not an email and that it was a receptionist that offered the upgrade on check in ..... his response was blank and he could not answer me. He said he would try to move us the next day. The next day came and we went to reception and were told that the manager was not in and no note had been left to see if there was space to move us to another room ....... At this point I felt as if this hotel was consuming our whole trip and we spent so much of our time and efforts queuing at reception just to get lied to and fobbed off time and time again. I went back to reception asked if we could have fans and a microwave delivered to the room as when I tell you the room was hot I am not kidding, imagine sleeping in a hotel room that the air con unit showed room temp 27oc

The main issue is the complete incompetence of all staff that work on the front desk, from receptionist, to the duty manager and the hotel manager. Your process of writing requests down on a bit of scrap paper and putting them in a paper tray to be processed clearly does not work. Listening to customers and fully understanding them is clearly also not a strong point for this hotel. Working in a service industry where customer service is key and providing the service that Hilton is known for globally...

I recently spent two knights at the Hilton Boston Park Plaza and, as a top-tier loyalty member across several hotel chains, I can confidently say this was one of my best hotel experiences recently in the USA. From the moment I arrived, the historic architecture of the hotel caught my eye – a beautiful blend of Boston’s heritage with modern comfort. Despite the building’s age (which often means smaller room sizes), the charm and character more than made up for it, and above all, the outstanding service truly set this stay apart.

Seamless Check-In and Genuine Upgrade

Check-in was warm and seamless, thanks to Devon at the front desk. As a seasoned traveler with elite status at multiple brands, I’ve grown accustomed to perfunctory greetings and the occasional token upgrade. Not this time. Devon welcomed me like a valued guest coming home, immediately making me feel at ease.

Without me even asking, she provided a genuine upgrade to a suite – not the minimal “upgrade” I’ve recently experienced with IHG, where an upgrade sometimes just means a higher floor or a slightly larger room. This suite was spacious, comfortable, and a real treat after a long trip. It’s clear Hilton values loyalty here, and Devon made sure I started my stay on the perfect note.

Exceptional Service and Local Expertise

What truly elevates this hotel is its people. Devon, in particular, went above and beyond throughout my stay. She took the time to chat with us each day and offered spot-on local recommendations for dinner and activities. Every restaurant she suggested turned out to be fantastic (our favorite was a cozy Italian bistro just two blocks away!). Her tips on must-see local attractions helped us enjoy Boston like insiders.

It wasn’t just a quick suggestion at check-in – Devon remembered us and actively engaged during the week to ensure we were having a great time. This level of personal care made us feel truly valued and welcomed. Other staff members were also friendly and professional, but Devon’s hospitality was a standout that made our stay especially memorable.

Historic Charm and Comfortable Stay

The hotel itself boasts elegant, historic charm – think high ceilings, a grand lobby, and tasteful decor that reflects Boston’s history. Our suite, while not enormous (a reminder of the building’s age), was well-appointed and very comfortable. The bed was plush, the room impeccably clean, and we had all the modern amenities we needed.

Yes, if you’re expecting huge square footage, you might find the rooms a bit on the smaller side. But honestly, the character and comfort of the space, plus the excellent service, more than compensate for that. It felt cozy and refined, not cramped. After long days spent exploring the city, coming back to this beautiful hotel – and being greeted warmly by the staff – was a pleasure.

Hilton Back on Top

Having stayed with various hotel brands, I can say Hilton has returned to the top of my list after this visit. The combination of genuine hospitality, attention to detail, and the unique ambiance of the property reminded me why I fell in love with Hilton hotels in the first place. Little touches, like being greeted by name and the staff’s eagerness to help, did not go unnoticed. It’s been a while since I left a hotel feeling this impressed.

A Small Suggestion

If I had to find one area for improvement, it would be the absence of in-room bathrobes. For a hotel at this level, I expected to find plush robes in the closet, and I was a bit surprised they weren’t provided. It’s a small thing, but having a robe to relax in is a comfort I’ve come to appreciate – especially during a week-long stay. Hopefully, management will consider bringing back robes in the rooms; it would truly put the icing on an already fantastic cake.

Overall Impression

This Hilton delivered in every way that matters – exceptional service, historic elegance, and true appreciation for loyal guests. Devon and the team made our Boston trip unforgettable. I’m already looking forward to my next stay. Highly...