Fairfield by Marriott Inn & Suites Boston Logan Airport/Chelsea — Hotel in Chelsea

I’ve been staying at this hotel for over 5 months while consulting in Boston and find it as exceptional today as Day 1. It offers every comfort afforded by a Marriott property but what moves this hotel into the exceptional category is its staff. I do plan to recognize each person contributing to my wonderful experience which may seem tedious as you read the names, but know each of them truly deserve this recognition. Starting with the exceptionally professional and exceeding pleasant Front Desk team. Each greets you with a warm, genuine smile and clearly is dedicated to making sure your stay is perfect in every way. They welcome each guest like they are the first guest they’ve talked to that day and patiently walk them through all they need to know to enjoy their stay. Their explanations are always fresh, energetic and professional while warm and friendly. A unique talent indeed but yet each of this team possesses it! This Front Desk Team consists of Ashley, Caitlin, Dave, David, Everton, Jess, Joanna and Travis. This hotel offers an exceptional breakfast with a wonderful variety of hot and cold items to suit every taste. The buffet is prepared, expertly displayed and replenished by Melanie and Ana who are always on hand to make sure your every need is met. Their warm smiles and pleasant conversation are a wonderful start to the day! This hotel offers a good, fairly priced dinner menu with refreshments graciously served by Alana and Olga. Conversations are lively and the atmosphere fun. The accommodations are kept meticulous through the professional supervision of Luz and Norma of the very competent housekeeping staff. There are many comfort elements provided in each room (most amazing to me is the full-size refrigerator), it seems simple to perhaps miss cleaning something. Not one thing has ever been missed in 5 months! The rooms are kept in perfect condition by the expert maintenance team of Danny and Vu. My AC unit malfunctioned once which could have been catastrophic in the extreme heat this summer. Danny instantly (and I do mean instantly) replaced the entire unit to ensure I would be comfortable. The whole process took him no more than 15 minutes. One other time my door handle malfunctioned requiring the entire unit be replaced. Once again, Vu assessed the situation and installed a brand-new electronic entry knob in minutes. No waiting, no inconvenience. Absolutely NONE! I stay at many hotels across the country each year who have elements of being exceptional but there always seems to be a weak link. One person who didn’t show up on time, didn’t meet expectations. There is no weak link at this hotel. Every person and their job performance is exceptional in every way. Inevitably I know I’ve missed someone and hope they know it is quite by mistake. Every cog in this perfect wheel is as important as the other. They all work as a solid team which is why I will never consider staying at any other hotel...

We arrived at Logan Airport and I called for the shuttle and was told they don't have a standard shuttle service, I would either need to call an Uber, taxi, or use public transportation which we did not feel comfortable enough using at this point. Yet, this hotel calls itself an airport hotel but does not offer shuttle service to or from the airport??? After taking a taxi ($35) On check-in I again asked about shuttle service and they claimed to offer a shuttle (primarily for flight crews) back to the airport only running in the mornings but you had to call the night before to book it. When I called to book the shuttle for 6:00 am which is the time we needed for our flight. I was told they would only be running the shuttle at 4:45 am or 7:30 am that morning, which clearly wouldn't work for our flight so I had to book an Uber to get to the airport ($30). ||Rooms were clean enough and nothing fancy, walls are a bit thin, we heard the guy next door snoring loudly all night and the fan for the air unit wouldn't stay running continuously all night, it had a setting for it, but every mid-morning I would wake up to silence and go check it, and it was shut-off and had "reset" itself. So, I would up downloading a white noise app and using that. We turned the fridge down to the coldest and it barely kept things below room temp, we didn't feel safe leaving left overs in it for more then a few hours.||We never had any room cleaning for the 3 days we were there, not sure why they didn't come when we were out the door early every morning to go site-seeing and never requested them to not come. No one at check-in stated it was necessary to request it.||Staff was friendly, but told us the wrong subway stop to get off for supper the first night so we wound up walking an extra couple blocks to get to our destination.||Breakfast was standard hot complimentary breakfast and it is a 5 minute walk to public transit to get you into Boston or where-ever else you wanted to go. Those 2 accounted for the 2 stars I gave it.||We never used the pool or gym. We absolutely loved Boston, but would definitely stay elsewhere...

BED BUGS!! [This review is for the Residence Inn, but the two hotels are in the same building, the risk of having bed bugs are the same. The second part which is the room review only apply to Residence Inn]

After I checked in for 4 hours, I found a bed bug crawling on the bed. I never seen a bed bug before so I have to google just to confirm. I stayed in Marriott hotels for 20 nights in the past 4 months and it was shocking that a Marriott hotel can have bed bugs. I killed the bed bug after taking photos and there are fresh blood from the bug. The front desk staff didn’t treat this like a serious problem, I asked them if they could help me clean the clothes,and luggage. Because I’m afraid I could carry them home through luggage and clothes. But they rejected and suggested me to use public laundry machine. After I got home, I have to sanitize all my clothes and my luggage, and put everything in the dryer for 2 hours just to make sure I don’t bring the bugs back.

Back to the room itself, it’s very closed to train tracks, a high way and airport. So the noise is constantly in a high level. On the photos the room looks new, that’s a main reason why I booked it. But in reality, it’s so worn. The sofa is disgusting, all the threads are coming out. The carpet looks dark and dirty. The only thing good about it might be it’s close to downtown Boston, only 10 mins drive.

Guys, if you booked this hotel, please double check the mattress and night stand to see if there are bugs. It can be very costly to remove bed bugs. If you are planning to book this hotel, although it can have a cheaper price, I don’t suggest it. It’s mentally stressful after staying in a room with bed bugs because you have to worry everyday if you bring it back or not. If you happen to bring it back, it can cost hundreds to thousands of dollars to remove them. It’s just...