Hotel Boston — Hotel in Boston

I booked a one-night stay through Expedia, and then two weeks before my stay, I called the front desk to book an additional night. I explained to the Guest Relations Manager, Keith, that I'd like to stay in the same room both nights if possible, because I was arriving on a flight in the morning and I wanted somewhere to have a nap and to then leave my things while I went out. Keith told me that, as long as I booked the extra stay in the same room type, I'd keep the same room and I wouldn't need to check out and back in to another room. He told me he'd communicate with the staff at the hotel and that I wouldn't need to worry.||||The morning I arrived at the hotel, I checked in, availed myself of a bagel from the mediocre breakfast offering, and went to have a nap. At no point in three different interactions I had with the front desk this morning was it ever mentioned that my reservation wouldn't be for the same room. I came away from this check-in understanding that my reservation was as I expected it to be. I stayed well past the regular checkout time, and then had to re-enter the room when I was leaving for the afternoon and evening, to enjoy the city and the event I'd come to Boston to attend. I left my travel bag, including my prescription medications and some valuable articles, in the room.||||Then I came back to the hotel, to find that my reservation had been moved to another room, and that another guest was checked in to the room I'd previously been assigned. Furthermore, there was only the one receptionist on staff for the evening, and she had zero clue about my situation, or what might have happened to the personal items I left in the room. To her credit, shout outs to Helen, she did eventually come around to trying to help resolve the issue, although these efforts were in vain; Because the hotel staff weren't communicating with one another, there wasn't anything Helen could do but to tell me to make it tomorrow's problem.||||I did pester Helen into getting a manager on the phone. That manager, the Guest Relations Manager Keith. Keith proceeded to attempt to gaslight me, and to try to shift the blame for this mishap entirely onto me. He grew angry, he incited a shouting match with me in front of Helen and the other guests, including the phrase, "Who the F* do you think you are?"||||And like, look. Mistakes occur. Things happen. Perhaps I am not blameless in failing to ask the question, "Will my reservation remain in the same room?" Every sign pointed to that question being unnecessary, but fine, I will concede that perhaps I should have been more diligent. I think I can make a compelling case that none of this was my fault, but that is immaterial. Mistakes happen. We forgive mistakes, typically; we apologize for them, and we move on.||||What kills me about this experience is the way that mistake was then handled. I was treated with such appalling disdain by Keith, and later by the Housekeeping manager. No effort was made to locate my belongings.||||It would turn out, the next morning, that my things had been collected by Housekeeping, gathered haphazardly into the bag I'd left in the room, and then that bag -- along with toiletries and makeup, unpacked and used (presumably by the guest who didn't know they weren't amenities provided by the hotel) -- that bag was left in the room. I know Housekeeping was responsible for this, because another guest complained of exactly this same thing happening in their room, while I was trying to resolve my own incident. It was the same story: Someone's things left behind, then haphazardly collected and simply left in the room for the next guest to deal with.||||Not only had they mistreated my belongings in this brazenly irresponsible fashion, not only had they deeply disrespected and traumatized me over it, but above and beyond that, when I finally did recover my bag, it was not because of the efforts of the hotel staff. I waited in the lobby myself, until the person who checked into my room came to check out the next morning. I asked him about my things, and he described my bag that had been left in his room. Conspicuously, when I asked about the dress and the two blouses I'd left hanging in the closet, he appeared to have no idea what I was talking about. I went to go check the room myself, because the hotel staff weren't going to do it, and lo and behold, my bag and my belongings were sat there by the door.||||Almost a happy ending. Except that, as soon as I opened the bag to check my things were all there, I realized that my dress had been torn to tatters, literally irreparable -- and now, irreplaceable, as that dress was a boutique piece no longer sold by the artist who designed it. It wasn't an expensive fabric, perhaps some might scoff at a dress that cost what this one did, but I loved that dress. My blouses were also damaged beyond wearing. I left the tatters of the dress on the front counter when I returned...

So we arrived and the Hotel at night and they said they were fully booked and had no rooms available eventhough we had our prepaid reservation (with Agoda) for 7 nights since 3 months before.

After a while Teresa de employee who was there; did everything and beyond to help us (she was truly amazing). She managed to put us in one room, however since the hotel was fullybooked that night, the system would not allow her to assign us a room for our 7 nights. Therfore she asked us to come to the front desk in the morning and that the desk employee would help us to arange the situation as many rooms were checking out the next morning.

So we did; next morning we went to the lobby and since the begining the experience was terrible (keith) i think he was called that way (the manager in turn) after explaining him the situation did not stop yelling, cursing Teresa (calling her “IDIOTA”, in spanish in a derrogative way) (I dont know if it was that way because Teresa is Latin or because I am latin). Saying that what she did was not allowed and that we could not get a room assigned for the next 6 days.

Any way i asked this person that I did not know whose fault was it, but that I needed the situation to get fixed since I had already booked and paid for the hotel a couple months ago.

Long story short this person (keith) had no intentions on helping. He said they had no rooms available (eventhough the hotels webpage said they did).

When together we called agoda to look for a solution. He said he did see the reservation in Agodas system but something had happened in their internal system and that they could not accomodate us. (Instead of asking agoda to resend the reservation or look for a solution).

His negative way and zero intention on helping was so big that at some point Agoda told him that if they did not receive us the hotel was going to get a fine from Agoda. Still he did not care (it is too bad he does not pay directly for those fines).

At some point during the call of Agoda he mentioned another coworker that they did have some rooms available. At that point I told the Agoda agent they did have rooms and KEITH started yelling at me. (Kindly) I asked him not to be rude and he even started yelling more. (At this point I started recording what was happening since I could not believe it. (I regret not recording before). Since I needed the situation to get fixed even i apologised to him since he was really mad and thought that if he saw me coperating he would too.

As expected, he did not want to help us. We asked Agoda for a reebooking in another hotel (at that point he even suggested us to ask from Agoda a refund and offered us to stay directly with them) (this means get Agodas money back and directly pay to the hotel for our 6 nights left.)

IT IS A PITTY THERE WAS NO ONE LIKE TERESA IN THE FRONT DESK IN THE MORNING. IM SURE THE SITUATION WOULD HAVE BEEN SOLVED IN A PROPER WAY AND IF NOT AT LEAST SOMEONE WOULD HAVE TRIED TO SOLVE IT.

As you can see this was a terrible experience and I DO NOT RECOMEND THE...

We booked a room with 2 beds for one night months in advance. When we arrived we had to pay an extra $25 for parking. Which I thought was odd but whatever. When we got to our room I noticed alot of things that wasn't right to me. First thing I noticed was the room had a portable A/C and the window wasnt secure so anyone can just slide window open from the outside. It was my wife, my two teens children and myself. After several things either not working or broken they moved us to a different room. When we got to our different room someone was already sleeping in that room. So they gave us a different room. So finally around midnight we get settled into the new room. Although nicer then the old room still had several things that was odd. Four people and the room had three towels. The lady i spoke to to get more towels acted like i was trying to steal the towels. So after a brief argument she gave me the towels. Beds where fullsize not queen. Shower was terrible. No water pressure and shower head was broken so it more or less a water hose. The laminate flooring was coming up in the middle of the room. I could go on about how terrible the experience was but it's one night. We got up the next morning and the breakfast was terrible. The coffee was good though. So after we loaded up our stuff I went down to front desk to check out and return the key cards. I explained what happened the night before so they knew both rooms where empty. Later that day we noticed another charge from the hotel for over three hundred dollars. My wife called hotel and the person she spoke to was rude and very unprofessional. So now we have to dispute this new charge with our bank. Mind you we already paid for the room thru there website months ago. Over all i would not recommend. I will not stay again. You have been warned so if you want to stay in an overpriced dump this is for you. If I could give a negative star...