Sheraton Framingham Hotel & Conference Center — Hotel in Framingham

Problem #1. Upon check-in, we were told about a special club room that was included with our Triple A rate. We were told we could go there to eat a continental breakfast and have snacks in the afternoon. However, we were NOT told that a full breakfast was included in our rate. Needless to say, we ate bagels and cereal during our entire stay, but paid to have the breakfast in the restaurant. We didn't find this out until after we checked out.

Problem 2. When we got to our room, the bathroom was filthy. There was dirt and twigs in our bathtub. We requested a room change, which was given.

Problem #3. We were traveling with a large group (with many children) for a lacrosse tournament. Our organization booked many rooms for the different families. We have stayed at many hotels for tournaments that were great about accomodating large groups with families. However, this was NOT the case at this hotel. We asked the night manager if we could use one of the empty conference rooms to order pizzas and keep the kids contained, so they were not disruptive to the other guests, since we were not allowed to stay at the outdoor pool past a certain time. He said there were no empty rooms and refused to give us any area in the hotel (of which there were many), even when we explained we were trying to keep the kids in one area. The bottom line is that he wanted us eating in the one restaurant at the hotel, which was unaffordable to many of the families. There were zero options for food, other than the 1 restaurant at the hotel. We were told to order take out and eat it in our rooms. Instead of helping, he was rude, judgemental and kept following the kids around, no matter what they did. These were good kids who were not doing the wrong thing. They simply had no place to go. When you accept reservations for sports teams for tournaments, there has to be an understanding as to what that means. I do have to say, the night manager the next evening was much more accomodating. She allowed us to go to the lower level of the hotel, where the children and parents were able to be together.

Problem 4. There was a large wedding booked in the hotel at the same time as our stay. Many of these guests were very disruptive. Their children were screaming in the halls at 6 am, they had drunk guests roaming the hotel, etc. While we were eating breakfast in the club room, a large group of the guests came in. One of the gentleman was arguing with the woman who worked in the clubroom that he wanted to eat breakfast there. She tried to explain that the wedding guests had their own special breakfast area, but he just kept arguing. There were quite a few of these guests and it was rather disruptive and made the clubroom crowded. However, we didn't complain because we felt that it was a wedding and these things happen. However, the hotel did NOTHING except accomodate these guests. At one point, the parking lot was shut off, by hotel staff, in one section, because they were having some kind of celebration in the parking lot, with drums, etc. Again, I didn't complain as I didn't want to disrupt their celebration. I just couldn't understand why they were allowed to do whatever they wanted, but we could not. I guess they brought more money into the hotel.

Needless to say, due to the rudeness of that one manager, we will never stay at the Sheraton Framingham again. On a positive note, one of the front desk staff members, named Rachel, was wonderful. She was very helpful in telling us places to go eat, the best way to travel into Boston, etc. Perhaps the night manager could learn a few things about customer...

Updated after another stay 3/31-4/1

I’ve stayed at Marriotts almost exclusively for over a decade and I’m grateful that they added Sheraton as part of the SPG/Bonvoy family because they provide high quality hospitality services and the Sheraton Framingham Hotel & Conference Center is no exception. This hotel has a unique ambiance and continues to be a landmark in Massachusetts for over 50 years! This castle hotel is original and historic, and the stay experience aligns.

Front desk agents are warm and kind, providing welcoming smiles to guests. Neveen, specifically, is a shining star when it comes to hospitality and is an exemplar for the industry. She goes out of her way and above and beyond to make sure that guests are happy and comfortable. There should be more people with Neveen’s skills and qualities at the helm the hospitality business!

Tom took care of us at the restaurant on-site, Postern Grille, and he was on top it it! Very courteous, prompt, and professional. The food is most excellent and well priced. We shared the Caesar salad and chicken quesadilla, which was plenty for 2! Save room for the cheesecake because it is one of the best I’ve ever had! I also appreciate the local beer selection from Sam Adams, Jacks Abbey, and Wachusett .

At breakfast, Edith was kind, courteous, and took excellent care of us! Omelettes made to order, hot buffet, fruit and granola, coffee and juice.

Thank you, all, for another amazing stay at the Sheraton Framingham. Everyone on staff that we come into contact with is kind and happy- sign of a good place to work! Marriott-networked hotels that struggle with customer service and concepts of hospitality should send their employees to train with the team at Sheraton Framingham to learn what authentic and quality customer service is and how to seamlessly deliver it! ——————————————————— I’ve at Marriotts for the past 10+years and I’m grateful that they added Sheraton as part of the SPG/Bonvoy family because I’ve recently experienced FAR superior service and stats at Sheratons, including this one.

Neveem is one of the most kindest and genuine people I have ever met, not just in the hospitality industry, but overall! She gave the warmest welcome and expressed gratitude for my status with Marriott, upgraded my room without request, and made sure that everything was going well with my stay after check-in. I wish there were more people like her running Marriotts!

Later in the evening, I realized I didn't have my phone charger with me and needed a full charge for travel the next day and another agent, Michelle, went out of her way to find a charger for me to use for the evening.

For dining at the hotel: Crystal took care of us at dinner, which was delish (compliments to the chef!), and she was on top of everything, tried her best to find us the Celtics game on TV, and did everything with a smile on her face!

At breakfast, Juan was kind and courteous and took very good care of us!

I recommend that for Bonvoy hotels that struggle with customer service, send your folks to the team at Sheraton Framingham to learn what authentic and quality customer service is and how...

I booked this hotel for a conference I attended despite living only a 45 minute drive from the venue because I knew I would have long days and require a restful sleep. That did not happen. From the moment I walked in I was greeted by the filth and worn-in look that this property so proudly boasts. From the paint completely worn off the white panted main entrance and exit door handles to the black feet-grime ground into the standing area inside my bathtub where you stand, the bathroom door which was sized incorrectly and not shutting but banging against the threshold instead, the burn marks on the outdated yellowing wall paper (when is the last time anyone smoked in a hotel room anyway?), the hundred or so layers of whitewash paint everywhere to cover up a lot of sins, the holes and dents in the door and furniture, the black mold in the shower ceiling that was just painted over rather than remediated so you could see it poking out again from behind the white paint and more around the edges of the ceilings around the tub - this place was gross. Also the loading dock operates 24/7 literally I have videos from midnight to 8AM beep beep beep even with headphones in. I could hear people talking at normal volumes from other rooms as if they were standing next to me and the doors all slam shut when you walk out of your room which is fun. There is no sound proofing or insulation and half of the ENTIRE HOTEL is under construction something that was not mentioned until I was checked into my room and headed off the elevator to see a sign on an easel "Pardon our appearance and noise" and a closed Lounge requiring me to pay a higher rate for my stay for breakfast and amenities that should be included. I was not given a room upgrade as I'm entitled to as an elite member and was unable to change rooms either because the property was sold out for the conference I was attending. It wouldn't have mattered as in speaking with other guests their rooms weren't great either. I was woken throughout the night with the trucks back up alarms constantly outside my window and slamming doors all down the hallway anytime someone entered or exited their room. Then the constructions starts at 7AM. Business Center also not working. Needless to say I was exhausted and felt like crap for almost two full days after due to lack of sleep. Would not recommend. Be sure to check out the photos I took and see...