Residence Inn by Marriott Boston Logan Airport/Chelsea — Hotel in Chelsea

First, the good; Okay - The hotel is clean and beautiful, the rooms are spacious and well stocked. The ONLY bad part about breakfast is how early it ends; 930 on weekdays, 10 on weekends- and they don't give you a moment to spare. At five minutes before they close, they shut one of the doors to the breakfast area and you have to move quickly to get what you need because the second they shut the door, the staff is GONE. My husband went back down at 9:34 because he completely forgot butter and there was NO ONE to be found. At all.

The pool is very small and was a bit too cool to swim long and there's no hot tub, but it was clean, the room was warm and there were plenty of (small but clean) pool towels available.

So why- if the actual hotel building was great and the breakfast was awesome and the pool was fine... Why then the low rating?

We had two big issues that really hurt our stay;

First- we we're charged for our entire stay before arriving but then refunded because it was an accident. The money wouldn't go back in our account for days - then they wanted to charge us again. They didn't seem to understand or care that they would be holding up almost $700 for up to a week during our trip, plus charging us another nearly $700... The clerk blamed it on the dayshift and not knowing how long our bank would hold up the refund... It wasn't her fault or problem, she made that clear. We refused to pay a second time and told them to cancel the refund instead, which she didn't know how to/couldn't figure out how to do.

Second- The shuttle drivers are AWFUL. The one nearly ran over my husband in the parking garage the night we arrived -and he didn't even notice. Had my son still been with him, he likely would have been killed because the driver would never have even seen him at the speed he was going.

On the day we left, the shuttle drivers blocked the entire entryway, forcing us to drag full luggage carts over 150 yards into the uncovered parking area to load our vehicle in the rain- because they wanted to leave thier large shuttle buses running (empty) blocking the entire entry way to the hotel. There's no loading or unloading area because the busses sit there 24/7. Even when I SAID SOMETHING, because the shuttle driver SAW me standing there with all our bags and he moved the shuttle from the side of the building out of the way, to directly in front of the doors, and shrugged me off when I asked if he planned to be sitting there long. He said 'that's where we always sit' and went back inside to sit around watching TV in the warm hotel, while my husband loaded our van in 45 mph winds, in the rain, uncovered in the far end of the parking lot because there's no room with the shuttles blocking the entire driveway.

We come to Boston for my husband's work multiple times a year, usually for more than a week at a time, and we always stay in extended-stay type place. Unless this situation gets addressed adequately by someone- this hotel won't be on our list for...

The rating of this review is for the airport shuttle, or lack there of, and the unacceptable way it was handled by the front desk staff. We stayed in the Residence Inn Boston Logan for one night to take advantage of the airport shuttle for our early flight. The hotel is actually nicely appointed and well maintained. The staff member that handled our check-in was also friendly and knowledgeable. At the time of check-in, we informed her that we would need to sign up for the 4am airport shuttle, she made a note with the terminal we would be flying out of, and provided us with instruction to be in the lobby at 3:45am the next morning and showed us where the shuttle would pick us up. She also let us know that it would be about a 15 minute ride to the airport. We were in the lobby by 3:40am and joined a family of 6 who were already waiting. We were shortly joined by 2 other families; all families were in the lobby by 3:45am. There was no one at the desk when we entered the lobby and the girl working only popped out for about 5 seconds and then quickly went into the back room. We all waited and began to notice there was no sign of the shuttle around 3:50am. At 4:05am, some people began waiting at the front desk, trying to get the attention of any staff member to get some information regarding the shuttle. The lady working the front desk never provided any communication regarding the situation, no apology, no alternate solution, nothing. By 4:10am, we decided we should uber, so that we didn't miss our flight. I believe one family located the staff member and requested that she contact a taxi for them. Right before we left, that family asked how we found a ride and we let them know we were using uber. They stated that the front desk staff was unable to get them a taxi (seriously?!). The front desk associate's inability to provide any information or assistance is unacceptable. I understand things happen and they may be poorly staffed or someone may have been sick or delayed, but I do not understand an absolute...

Checked in late, requested for a late check-out after booking online as I was there for the Boston experience, but front desk gave me an hr. later than the 12 check out. Hotel was new and modern, however, parking was so small had to wait an hr. each night for someone to pull out of either lots Marriott own. First morning, just took some oatmeal and tea, I didn't feel comfortable eating there the 2nd and morning so we ate out. People hung out in front of hotel playing loud music, right by the front desk had chairs that people just sit and relax or wait to be checked in, and there was a teenager laying sideways on the ottoman chair with very short shorts on where you can see her butt cheeks, not pleasant, no one said a thing. My room was lovely, however, food was left behind in refrigerator/freezer so that made me feel as the housekeeping is not disinfecting properly. Had some loud noises and jumping the whole weekend above my room both nights and last morning so my sleep was unpleasant mentioned it to front desk and they apologized and said they will see if management would give me some points for my stay, I'll have to check to see if they gave that to me, but they didn't say they would call and ask them to tone it down for others in the hotel, left me puzzled. Front desk ladies were professional with a little attitude, the gentlemen were very professional and friendly. I went to front desk for honey and the only one that assisted me was the young black guy and he was assisting with other things, very nice and professional. Complimentary breakfast had way too many people in the room, no masks, and it doesn't matter if you have been vaccinated, germs fly all over with so many people in a room especially with younger kids. They should've had it by the bar or allow a few people at at time to come through one exit and leave through another. Hotel was too small for the $$, only one exit in and out (except emergency exit) but if you are okay with the new modern look and feel and don't mind small then you would...