The Verve Hotel Boston Natick, Tapestry Collection by Hilton — Hotel in Natick

The only good thing about this hotel is the location. We have stayed here several times before the Hilton bought it. It was way better. Now they barely clean the rooms. When we requested for our room to be cleaned, they told us we need to book a room cleaning 24 hrs in advance. I’m stunned. Ok so we booked to have the room cleaned and 3 days later, sadly, no one has cleaned our room yet. I have to come out of our room and look for housekeepers to ask for fresh towels, otherwise we won’t have anything to use. We are here for 2.5 weeks & it’s so dusty inside the rooms. It’s so sad how much this hotel had gone downhill compared to how it was pre-pandemic. Update: 5th night, so far no one has cleaned our rooms yet. Been sneezing bad since the room is so dusty. All HBO channels & another news channel gone for 2 days now. Not sure if they’ll ever fix it. Day 6, they finally cleaned my room but did not clean my daughter’s room which is in the adjoining room. I don’t get it, I asked for both rooms to be cleaned 3 days ago, and the door was open, we have adjoining rooms. There is no excuse. For you to say you clean every 4 days and still miss it, there is no excuse. To me this translates to- oh hey you are staying longer?! Let me treat you less than those who are spending a night or two. We are here for 18 days and it seems like the Hilton is disappointing us daily. The app doesn’t help. There is nothing in there where we can make arrangements to have our room cleaned. By the way our bed has an unexplainable wet spot in the middle. I do not want to know that it is. I can’t… On our way up our room we saw a guest walking barefoot at the hotel lobby. One of the sink was clogged. I had to unclog it myself.

What on earth is happening? —- Day 15 Remember they said they clean rooms every 5th day. That’s a lie. They never kept with the schedule. We have to practically beg for towels and have the room cleaned. We checked the night before, they said we are scheduled to have our room cleaned yesterday. Guess what, they did not clean the room, no fresh towels. So we went to the lobby to inform them about what happened, we also called last night. They promised to have our room cleaned today. We have to then ask for fresh towels. They refused to send it to out room because they will provide fresh towels when they clean the room. Thing is they did not clean the room yesterday so we still need clean towels this morning, so we can get out, then and only then they can clean the room. The room attendant who have us the towel gave us 1 bath towel each. They said they’ll give us more later when they clean the room. Do yourself a favor. Don’t stay here if you intend to stay more than a night. — The day before we left they finally managed to send ladies that did their job seriously. They wiped the dust on our bedside tables. Cleaned the bathroom, gave us fresh towels and soap. My family were sneezing like crazy the whole time we were here because they never dusted the surfaces in our room.

They created areas outside of the rooms where you can hang out and do some work or chat with visitors while at the hotel. They may have also done some upgrades on the gym. I appreciate that.

The insulation is also great here. You won’t hear your next door neighbour and you won’t feel the need to whisper, with the exception of people passing by your room. You’ll hear people’s conversations as they walk through the hallway.

The hotel’s bathroom amenities (Lockwood) are great. It smells spa like and it doesn’t dry out our hair and skin.

I notice the airconditioning in the hallway at our floor and the one below us is blowing hot/ warm air on a summer. Was it broken? Not sure…

The light on my mirror also stopped working. 2 days into our stay.

We requested for another mini fridge for the other room and they were kind of rude in their response. They said if you did not get it it means it’s not available. 🫣.

—- On our last stay here fire alarm went off. Seems like the the AC units that overheated. The AC could barely be felt in...

I can truly say that staying here was the most horrific hotel experience I have had to date. Zena treated my guests and I terribly.

Upon arrival at the hotel, not only was I told my room was “out of service”, but that the only offer they had to atone for it was complimentary breakfast, instead of any sort of discount or refund. When asked why I wasn’t let know within the two month span of booking, I was told that this happens often and they can’t notify everyone when it does.

I let the front desk know that I was hosting a small retreat, and that the room was intentionally booked for more space. With much push and discussion, we were able to get conjoined rooms instead of the original. We took the accommodation with grace and moved forward.

Later in the evening we received a noise complaint and it was suggested to us that we move to the lobby, or else everyone will be kicked out. Without hesitation, we all agreed that it would be best to move as we did not want to cause any sort of disturbances to guests or the front desk. Within five minutes of us quietly transitioning to the lobby, a few people stayed after to help carry more items down and were met with an angry phone call from the front desk demanding, and yelling that we come down because within that time, we received another noise complaint while most people were already in the elevator headed down. My guest successfully de-escalated the situation by speaking in a calm manner, and explaining that we were already on our way to the lobby. While this was happening, those remaining upstairs were met with a security guard coming back again to warn us again about the noise. My guest was extremely shaken up at the tone of voice the woman at the front desk, Zena K., was using, and felt extremely unsafe at the fact that security was sent up again in such a short amount of time.

From there, a few of us (no more than 3 at a time) went up to get more supplies to transition the team downstairs, and when we returned- we were told that only the person who booked the room is able to go up and down from the room as there was a complaint (between the time that we went upstairs to get supplies and come back downstairs, less than 10 minutes) about doors slamming. The doors are large, heavy, and make a loud click sound when closing despite us trying to close it gently.

When I went upstairs by myself to try and clean up a bit before we transitioned, the conjoined room key card was disabled without my knowledge, and I was unable to use that door to get in. Though I did not confront Zena about the card out of fear of being kicked out in retaliation, I did take video evidence of it not working for our room.

From there, we decided that it would be best to move to a marriott not too far away, as we’ve never experienced these issues there. My guests went to Zena at the front desk to let her know that we will be checking out, and would like to know how to proceed to grab our belongings if she prefers we do not go upstairs all at once. From there, she made a comment saying that she should have never given us a chance to stay in the first place, and that she should have kicked us out when she got the chance. From there, we were all uncomfortable and just insisted on being checked out immediately. She stated that we could all go back upstairs at once, and as soon as we did she had security come up once more to warn us (not even 5 minutes after being upstairs)

I am ashamed, appalled and disgusted at how my guests and I were treated. Though I can empathize with the position that she would have been put in after receiving multiple noise complaints, I cannot empathize with how poorly and unprofessional we were treated- considering that we tried to heed all warnings given, and be gracious in the face of an extremely...

As a Hilton Diamond member with well over 140 nights at the Verve Hotel this year (2025) alone—and over 15 years of loyalty to this property—I’ve witnessed many changes, some great, others not so great. I tend to hold back on complaints, although I could potentially have many. My continued commitment to this hotel is largely due to one person: Xena, a front desk associate (and possibly now a supervisor). She consistently goes above and beyond, demonstrating a deep understanding of true hospitality. Her professionalism, warmth, and reliability are unmatched—and honestly, she is the primary reason I continue to return. Others at the front desk, including Stephanie, Noelle, Fabian, Susan, and others, are also very hospitable and worth noting.

That said, there are areas that need attention—particularly for guests who stay here as frequently as I do. Not all team members deliver the same level of service that Xena does. For example, my interactions with another front desk associate, Ellen, have often felt dismissive and curt. A passive-aggressive tone and attitude are not hospitable and are easily recognized. In contrast to the genuinely welcoming nature of most hotel team members, these interactions fall short of the consistent, professional service one should expect—especially at a Hilton property, and especially at the Verve, where I spend so much of my annual lodging budget.

Another issue that continues to be a point of frustration is the hotel’s lack of back-door access after hours. Guests—regardless of loyalty status or frequency of stay—are forced to walk around the entire building if they arrive late and the front parking lot is full. There is no rear entrance accessible by room key, which is a feature offered at many other Hilton properties (including a sister property nearby—the Hampton Inn). This may sound minor, but when you’re arriving after midnight in the rain, snow, or ice—often with luggage—it becomes a significant inconvenience and hardly a hospitable experience. It’s hard to understand why loyal, long-term guests are subjected to this when a simple keycard-enabled back entrance could make a world of difference.

I share this feedback respectfully, but also with the belief that long-term loyalty should matter. At the very least, it should translate into a thoughtful guest experience—both in terms of personal service and basic comfort. It should not come second to the bottom line alone.

I sincerely hope that this feedback is taken in the spirit in which it’s offered—constructively and from someone who has invested a great deal of time and money as a guest of this property. However, if certain aspects of the guest experience do not improve, I may need to begin exploring other hotels in the area that are willing to offer both competitive rates and the elevated level of hospitality and respect that I, and others with my level of loyalty, have come to expect.

I sincerely hope that after all these years I am not forced to abandon what I consider a home away from home, as I spend more time at this hotel than I do (sadly) in my...