Samuel Sewall Inn — Hotel in Brookline

I have never been treated less professionally in the hospitality industry in my life, and I am in this business myself. It is obvious that the owners, Lucy and her husband Bryan, do not know much about customer service, or how to handle their reactivity when they get frustrated. We never got to our stay at the Samuel Sewall Inn or to our family holiday gathering becasue the owners yelled at me, hung up, and cancelled our reservation, without our consent (despite us having paid a deposit). This happened after some back and forth the day before via text, email, and phone to find the best solution (we were not sure if we needed 3 or 4 nights and they had to juggle rooms to accommodate us) , and when I called to firm things up, Lucy answered making it clear that I called at an inconvenient time as she was busy with her children (which I get, I raised 3 myself). She became more and more frustrated as I tried to explain our final decision (big family reunions take some finagling to coordinate), then started yelling, said she had had enough and threatened to cancel. I implored her not to, but she handed the phone to her husband who said abruptly, "This is her husband Bryan, we are cancelling this reservation and I am hanging up." Incredibly unprofessional. I feel badly for them, actually, becasue in this business, being gracious is priority #1, even when we...

We visited boston for the first time and my sister accidentally booked a hotel on the wrong month. So we were desperate to find nearby hotels that would take us in since all hotels were fully booked. When we contacted this Inn, it was late at night and only 1 room available. We took it and this sweet and lovely lady named Nicky (not sure of the spelling) was just the best. She was so welcoming even though we were there at 11pm. She also set up an extra bed and got us extra towels. She was really nice and the Inn is lucky to have her. The room was big and so was the bathroom. Everything was very clean and well maintained. The beds were so soft. It felt like staying over at your grandma's house. Surprisingly, there was an elevator there. The breakfast was simple, checking inn and out is very quick and simple :) a bit pricey but you have quality service and accommodations in...

The breakfasts were fresh and wholesome, the location was excellent, close to transit and shops with lots of good restaurants within walking distance. Staff was courteous and friendly, the afternoon lemonade and teas were a pleasant surprise for the weary returning from sightseeing or college visits. The room and bedding was comfortable and plush...........however, beware of room No. 1!! The bathroom from the adjoining room juts into room number one and you can hear everything, our misfortune is that three out of the four nights someone took a shower at two in the morning and it sounded like Niagara Falls in our bedroom. If you are a light sleeper you will wake up! I guess that is why that was the only room available at the time? All the other rooms seem not to have that issue.........this was our major issue during our stay and is reflected in...