Marriott Boston Quincy — Hotel in Quincy

Disappointing Experience at Marriott—Once a Go-To, Now a Letdown- We recently flew into Logan and stayed at this Marriott property this week for several nights, returning after a positive experience months ago, primarily because it offered one of the few remaining concierge lounges in the area. Unfortunately, this visit was a stark reminder that even loyal guests can be let down when a property fails to maintain its standards. The concierge lounge, once a highlight of this Marriott, has unfortunately fallen into disarray. The space is great, with fantastic views and potential, but it is severely underwhelming in terms of service and offerings. When we arrived in the evening, the food options were pitiful at best. On the first night, there were meat potstickers and half a dish of salsa. The vegetarian offerings? Non-existent. By the time we arrived, the potstickers had already run out, and there were no replacements, leaving several guests—including myself—hungry and frustrated. Night two offered even less: five dumplings left for a crowd of over a dozen guests, and by the time the rush died down, there were no refills. Not enough deserts, either. The food offerings were minimal to the point of embarrassment, with no simple snacks like crackers, chips, or even fruit to help tide guests over. It wasn’t just the lack of food—it was the lack of care. The server, who has been there for decades, was clearly trying her best but was visibly frustrated by the lack of support. Guests were repeatedly calling the front desk, begging for someone to address the situation, but it was clear management wasn’t concerned. The lounge experience has deteriorated to the point where it’s not even worth using your time. The parking situation was equally frustrating. The fee has increased from $15 to $18, but the real problem came when our car’s front bumper was smashed by another vehicle, which fled the scene. Marriott was completely unhelpful in addressing the issue. There are no cameras, no patrols, and no accountability for the damage. The parking lot was overcrowded due to a large convention, with cars crammed in every possible space. Parking at your own $18 a night risk would be an understatement. While the concierge lounge was the most glaring issue, the condition of the rooms was equally disappointing. Our room was dated, with peeling paint and a general sense of neglect. The fridge didn’t work, and despite a promise from the front desk to send an engineer, no one ever came during our three-day stay. We also had no hair dryer in the room, and the ice machines on our floor (which have been broken for months) still weren’t functioning. The front desk was unsympathetic to these issues, and the overall response to problems was lackluster at best. Service was also a major letdown. As a Titanium Elite member, I’ve come to expect certain benefits, such as acknowledgment of my status and a welcome gift. Neither of these was offered. I also requested extra towels and trash bags for our room, as the bins were unsanitary and smelled bad. Apparently, the hotel no longer provides these basics, which is hard to understand in a property of this size. We also faced issues with something as simple as getting water. When I asked for a bottle, I was told the hotel no longer provided them. Instead, I was directed to purchase one at the bar—but, in a bizarre twist, the front desk employee couldn’t process the sale because he didn’t have access to cash or a cash drawer. In a huge Marriott hotel, no access to cash at the front desk is beyond confusing. It’s truly a shame because this property has the potential to be a great hotel, but it’s clear that the management and maintenance are severely lacking. From the subpar concierge lounge to the neglect of room amenities and the parking debacle, Marriott has failed to live up to its brand promise. The service here is nonchalant, and the focus on guest satisfaction appears to be...

Let me first start by saying I do not leave reviews often, and this is the first for a hotel. Since reviews need to have key bits included I'll do that first. Rooms were fine, situated close to major roads, not walkable to anything anyone would likely want to see. Security, well I guess not letting paid guests into their own rooms would make it pretty secure.... Ok, so I travel frequently, approximately 24-36 times per year with stays in hotels. I have 3 kids who played travel ice hockey for the past 15 years, the number of hotels we have stayed in is countless. I have NEVER encountered an issue as I did today with this hotel. My minor daughter and I checked in last night. We had booked Friday night using points and Saturday through our teams booking. When checking in, the desk clerk adjusted the booking by canceling the team booking and creating a new booking to attach to the points booking, so we would not need to switch rooms and keep our key card active. I paid for this directly upon checking in. This afternoon, after my minor daughters hockey game, I dropped her off at hotel and ran to a pharmacy to purchase a needed item we hadn't packed. When she went to our room, our key card would not work. She went to the front desk to get a new card. Once there, she was refused. The clerk told her that the reservation had expired. She explained that we were there for 2 nights. Clerk found second night booking, and instead of apologizing and giving her a key, he refused again. He said she was not on the reservation. Again, she is a minor child. I have never, in the 20 plus years I've been a parent put a hotel reservation in any of my childrens name. The reservation was made under my husband's name and they needed to verify with him personally that she could access the room. My husband is also currently traveling and was difficult to reach. She begged to be let into the room, showing her state issued photo ID with same last name, same address, verified his phone number, email address, everything. Still refused access. To emphasize, our key card should never have been deactivated. We paid for both nights. She had a valid card to the room she was asking to access. It is 100% the fault of the hotel for invalidating the card for a fully paid for room. Once she was able to reach her father he had to call the hotel to approve her being given a card. Even myself, who paid for the room, wouldn't have been able to access our room because my own name wasn't listed. I understand security measures, and not simply handing out keys. But this was a key for a room we paid for, incorrectly deactivated by the hotel, that the verified child of the person who booked and PAID for the room was trying to access and was refused. This is absolutely appalling. Locking a child out of their room and having zero remorse for doing so. No apologies for their blatent mistake, zero human decency. Inexcusable.

Edit: Ms. Greene, I appreciate you glancing over my detailed comments. As I said I do not leave negative public reviews, this was a first. I am mature enough to address issues face to face, which I tried to do. I approached the check-in desk discreetly and asked why my daughter was denied access to our room. The clerk was completely unapologetic and hesitant to speak to me. I also want to reiterate, she was not checking-in. We checked in the night before. She had a key card to our room that was deactivated by your hotel. An honest mistake that is easy to correct. Once that error was established she should have been given an active key, an apology, and sent on her way to tend to the injury she sustained. That did not happen. And when I went to question why that did not happen, I was also met with abruptness and ill logic. Writing in a public forum was a...

One of the worst hotel experiences from a work/Wi-Fi perspective. Maybe I am an anomaly here, and I alone ticked-off the tech spirits; however, I feel compelled to share my Wi-Fi experience.

I get it: it’s a found $12.95 a day for Marriott because the balance of the world cannot live without the Internet so they will click away and not think twice.

Just about every other hotel chain has an easy breezy process to access Wi-Fi: (1) Click Wi-Fi; and (2) Browser opens for you to enter Last Name and Room number and BAM – you are on the internet. Working, surfing, streaming, gaming, etc.

Here is how it works at Marriott: (1) Click Wi-Fi; (2) Get sticker shock at the $12.95 a day charge; (3) Read the fine print that this is free if you are a Marriott Bonvoy Member; (4) Try to remember your username and password to sign in to Marriott Bonvoy on the browser that doesn’t work – even though all your information is at the front desk; (5) Attempt the log back on to Wi-Fi where it now shows that you are on-line but you really aren’t because when you open an app, program, or a new tab to access a webpage, you get the dreaded, “No Internet Connection.”

All the while, you see the “Wi-Fi Beam” in the lower right-hand side of your computer screen, almost laughing at your frustration.

There’s more: (6) You run the Wi-Fi diagnostic; (7) All appears fine, when it is not; (8) Call the front desk; (9) Front desk transfers you to technical assistance who: (a) places you in queue; (b) re-verifies who you are by your last name; room number; and (c) asks your computer brand.

This is when I hung up. I am not trying to hack the CIA.

Honestly, Marriott? Absolutely terrible for a Marriott Bonvoy Member. I haven’t been to a Marriott in years, and I recall why: (1) Overpriced (rooms, parking, food, Internet); and (2) Instances like this.

Free Starbuck’s in the morning doesn’t make-up for someone who needs the Internet to work and stay in touch with family, friends and colleagues, or has to submit a document before a major deadline.

A total of nearly 12-steps to log-on? This was barely acceptable in 1998 and should not be a problem in 2024.

Motel 6, Hilton, Holiday Inn, . . .airports, trains, football stadiums, barber shops, etc., they all figured out the simplest and expected Wi-Fi perks.

All touch points of any business should facilities an exceptional experience. Marriott failed where others deliver effortlessly.

Marriott must reevaluate its current Wi-Fi workflow.

Thankfully, my phone had a hot spot when this international, multi-billion-dollar hotel chain couldn’t make this process simpler.

UPDATE: I slept on this review. De-escalated, if you will. I really tried. Then this happened. I am in the lobby area and attempted several outlets for my laptop – none worked.

If you have work to get done and need dependable Wi-Fi and working outlets: consider avoiding this Marriott until a Wi-Fi solution is found.

On a positive: Easy to find location. Modern clean rooms with comfortable beds. Awesome shower with removable shower head spray. Luxurious towels. Very conference-friendly in terms of number of rooms, bedrooms, breakout and main rooms. Very good vendor layout, and delicious food served served throughout the day. A fantastic outside reception area and a nice bar/lounge located on-site that served some of the best fish and chips I have had in a long time, and a scrumptious bowl of...