Sheraton Boston Hotel — Hotel in Boston

My wife and I stayed at the Sheraton Boston for 5 nights in late March/April, 2025.

Overall, it's a decent hotel, with, as everyone notes, an outstanding location in proximity to all of Back Bay, especially the connected Prudential mall, the nearby Star Market and Whole Foods, and various tourist spots.

The staff were for the most part superb, especially "Daylinda" at the Front Desk, "Djenie" the Housekeeping Mgr, housekeeper "Jenny Choy", and "Amy" at the Concierge desk.

However, the hotel, not so much.

Firstly, aside from the ongoing renovation and lack of a lobby & restaurant, which we were indeed warned about – but with no voucher (for any spot in the Prudential food court) for breakfast (even continental) – at over $400/night, are you kidding me!?, several issues stand out:

The bathroom -- If the room we stayed in was one of the updated ones, then Sheraton got ripped off by their designer and/or contractor: there is no bathroom fan or vent system, and no switch for same. I searched for hidden vents that may work passively, but found none. the fixtures are all redone in some sort of nouveau-chic style, not very functional. For example, there is only one measly hook for clothing items, at the back near the shower faucet, but nothing on the door. the sinks were apparently replaced with updated, totally-flat, ‘fashionable’ sinks that have those ‘stylish’ totally flat bottoms, and thus nothing washes down the drain very easily. Not only is the result unsightly and unsanitary, it is water-wasteful as one has to painfully keep having to splash running water around to get whatever to wash down. and the bathroom door, such as it is, doesn’t even actually close fully! It’s some sort of after-market, external 'pocket door' wannabe that slides into a sort-of closed position, but there is no latch, and it still leaves quite a gap. Virtually no privacy. Equally odd, there is no interior handle, so you have to reach around and grab the exterior handle to slide it closed. but wait, there’s more: there is no bar soap or portable shampoo. There are only body wash and shampoo fixed-in-place dispensers on the far wall of the tub/shower, and they are, wait for it . . . , NOT REMOVABLE. So, if you’re taking a bath, you have to keep standing up and turning around to get more soap and shampoo. This is a truly bizarre lack of common-sense design. and there is only one measly dinky grab bar (not even ADA compliant) at the far end of the tub wall. Most modern hotels have the 2 or 3 ADA-compliant bars on the inner wall and both ends. I’ve even seen them in a Motel 6 and Holiday Inns. At $400+/night, Sheraton – seriously?

Main Room/other: refrigerators are tiny and not very cold. This is not uncommon, but for $400+/night, do better, Sheraton! there is no flatiron for clothes, and no instructions on how to use the clothes steamer. the ice machine on our floor never worked (yes, we reported it), and because of the secure key card requirement to access other floors by elevator, you either have to use the keycard in the elevator to go one floor to get ice, or take the stairs. and speaking of that, the stairs are completely unsecure, so not sure how the keycard elevator system even really adds much security at all.

Service: on two separate nights, we called multiple times down to the front desk with a question, or to get some additional housekeeping items. This was after 9pm, and we tried over a period of 90 minutes. No one answered, and there was no answering voice mail. It just rang and rang. We were later told that someone should answer at any time, even if it’s just housekeeping. But, nada. and speaking of that, there is not even a direct line to housekeeping on the in-room desk phone. So, customer suggestion, Sheraton: either make darn sure you have a night desk person at all hours, or have a separate direct number to housekeeping so that we can get some toilet paper, eh? This seems like Hotel...

Did check in at 20 pm on Friday 7th JUNe nd stayed in my room till 6 am when I decided to go down for breakfast .

I stopped in level 2 a woman was coming in elevator I ask if if breakfast floor she said yes.

When I went out elevator I ask the waiter if is here the hotel breakfast he said yes, I looked around and I see people where Ming a batch and I ask him again is this the main breakfast room or the hotel has another breakfast floor , he said is the only place for breakfast . Then I went again to him before grab in food and I said to him but people is wearing a batch … then he was confused and said let me call the supervisor, I said ok I will grab some food in the mean time I was fainting and very hungry .

As soon as I seat down to big guys came to me and said you can not have breakfast here and one of them took a picture of me. I flip out and said you do not take pictures of me and delete it immediately it is illegal to make pictures of me he said then I promo you last night and this is the second time you have to leave the premises of the hotel! I said he was confusing me with someone else and that I didn’t be out of my room since this moment . I said I will go to my room he blocked me and he said to leave the hotel I show him my room and said to him I am titanium Memebership in Marriot and I want to go to reception they were very agresivo not letting me in the elevator and consequently I had to run from a door out side the bulding one guy followed me and when I went to reception door the guy who acuse me being someone else and took a picture of me blocked the mails entrance and didn’t let me in . New customers where entering the hotel and he has the door blocked so he redirect new customer to another entrance where the bell guys take trolley and baggage out for taxi pick up . I then had too run through that door while other people was also going in they both grab me and push me aways even a customer was graving me out I hurt my feet and my phone screen was broken. I did scape to a down floor where one guy didn’t let me in the elevator again I just wanted to go to a safe place to my room I was having a panic attack . The. The guy of the picture came down and said I delete your picture and I said to him you delete it because now you know I am not the person you thought I was then they let me go to my room scorted. As soon as I got inside I looked my self and call the police from the room and open a case against this mistreated scenario I was in shock having an anciaety attack and the police send the paramedics and they said they will come with the police report but they never came .

Paramedics calm me down with breathing technique the manager came to talk and paramedic talker to him he said that he is sorry they confise me to someone else and that if I want to change hotel he will reimburse me the night .

The paramedics told me to go out for a walk and came back I took a 5 hr walk and when I came back the manager was not there and the police didn’t come with the report neither .

Next day I went to reception and ask again for manager mis Liliam was there and I had to tell her the full story again, she apologized and chef with head office and said they will give me compensation oh 600000 point on my Marriot account and the at they will make a report to their insurance they took fotos of my screen broken and not one else...

I've stayed at this Sheraton many times over the years for the same convention and never had an issue until now. I’m an ambulatory wheelchair user with a disability, and this recent stay was extremely disappointing.

We had requested a luggage cart before checking out, but the front desk advised one wouldn't be available for almost an hour. We needed to leave, so we thought it would be faster to stack some of our luggage onto the seat of my wheelchair so that I could push and my group would carry the rest of the heavy items. Because so many convention attendees were trying to leave at the same time, every elevator that came up to the 25th floor were packed. We waited about a half an hour until we decided to carry everything up to the 26th floor and catch the elevator from there to get down to the lobby since that is where that elevator ended.

This set off my tachycardia from having to walk up the stairs and having to stand for so long, so when we got down to the lobby we walked directly over to the baggage check desk. As we were waiting, another convention attendee came up to my husband and I and warned us that the man at the desk would likely give us a hard time. She was also disabled, and said that she had to advocate for herself because he refused to check her bags. She had to have convention staff called, and explained that this bag check desk was supposed to take the bags as part of an accessibility accommodation agreement. It took some effort, but they did check her belongings.

I had to sit down, so my husband spoke with him first. The man at the desk was immediately dismissive and told my husband we needed to go upstairs to a separate bag check that was being used for con attendees. My husband explained that I'm disabled and needed to use my chair, and the man said the best he could do was get a luggage cart to clear the bags off of my chair. I then had to explain to him that we had just waited 45 minutes to even be able to get down to the lobby, I was symptomatic, and we were warned that he was likely going to push back. I tried to explain what the other girl told me about them accommodating for disabilities but this man repeatedly said that he'd get a luggage cart and we would need to just go up ourselves.

I was symptomatic, dizzy, and recently had wrist surgery, yet this man did not care about any of that and told me I still needed to wheel myself back to the second floor. My husband is usually the one who pushes my chair when I'm symptomatic, but he had to bring the luggage cart. Having to wheel myself from the lobby, back to the elevator and then to the other bag check room on the second floor made my symptoms flare up even more. This mans complete lack of empathy and unprofessionalism made the situation worse.

I didn't get his name, but he had longer dark hair and it was around 11:35AM on 5/25. Not sure if any accountability will be held, and I know the Sheraton wont find it to be a huge loss if myself or my friends don't book with them for next years convention, but it's disheartening and could have been handled better by this...