Staybridge Suites Boston Logan Airport - Revere by IHG — Hotel in Revere

This is by far The WORST place I have stayed in regards to customer service experience and esthetic. I walked in with a staff of young adults named Oscar C, and Andrea M. Oscar was who checked me in was not a friendly person. Didnt even say hello, he said “ checking in” what’s the name on the reservation. He then asked if we have a vehicle, I said yes, he asked for my ID and CC. I provided that to him after he charges my credit card, he hands me a blue card to fill out with the vehicle information THEN he tells me I would be charged 15$ for parking and it will come out of my deposit hold of $100. I asked him why didn’t he disclose that information prior to charging my card, his attitude and behavior was disturbing to any guest, he handed me the room key without even directing us to where to go, basically we had to figure it out, after walking around for a bit, I then went back to the front desk and asked if I am able to get a refund for the room, or if a manager was available. He stated there is no manager available and that he was unable to provide me with a refund. Then comes “Andrea, and interjected very rudely, stating how can she help? I asked her are you a manager?! She said No, but I am above him, I asked are u a supervisor? She said no but she was above him, she literally made things worst, while I was on the phone attempting to get a refund at this point, I had zero desire to stay in a place where I have been treated in this manner, they both proceeded to go to the back and begin talking about me and their poor interaction. My boyfriend was standing right in front of them with his phone on record, and of course, they were being recorded speaking in Spanish, which I understand the language FLUENTLY, she must have thought I did not, she was telling Oscar “ you should just canceled it and tell them to get the hell out”. This place is extremely unprofessional and I will be contacting corporate myself to issue my complaint. I requested a receipt for my cash payment on the parking cost of $15 which he did not provide to me initially until I asked for it at the third time I arrived to their counter to confront them about their unprofessionalism. It appears this hotel is owned by RBP HOTEL LLC AND managed by Colwen Management, Inc. I must say this is one day before the holidays and to have to deal with staff members who cares nothing about their guests and have to blatantly use an alternate language to trash talk guest is absolutely outrageous when everything simply could have been resolved by providing me a refund and I would have happily checked in somewhere else where they can appreciate their guests and treat them respectfully. I hope this feedback help others who are considering staying at this location and avoid this place overall. Hopefully they can re-train their staff or find someone else who can welcome their guests in a more professional manner. Here is a photo of the bathroom, which justifies the type of service I received at the front desk, I made the decision to stay because my refund was refused and I will not allow someone to keep my hard earned money for free, but this is one place I will NEVER be recommending or...

We spent 5 great nights at this hotel during the Boston portion of our 12-day road trip. It had everything we needed in a hotel: close to the T, laundry facilities, fridge, clean rooms, cheaper parking and an affordable price to go with all that. The hotel is newer, built within the last year or two it seems, so it has that going for it as well. From the moment we walked in late one evening, we were impressed with the friendliness of the staff (every hotel person we met that trip was awesome) and the hotel in general was very inviting and incredibly clean. The breakfast was just okay, so we only ventured down one day for that. The laundry facilities are free to use for guests and I was told they'd even provide you with detergent if you forgot yours. I only ever saw one other person using the facilities the two times I did laundry during our stay, so you're not fighting with others to use them. The suites have a full size fridge, some burners, a dishwasher, garbage disposal and microwave.

My only complaints (and why this is a 4 star review instead of 5) are that the shower pressure is incredibly bad (like those 'water-saving' faucets in some places) and housekeeping didn't visit our room like they were supposed to. When we noticed housekeeping didn't visit, we left our trash/recycling out that day and they didn't pick it up. It went back out the next day and then they finally emptied it, but still no housekeeping service. I know the front desk put in to have housekeeping come in and provide new towels, change sheets, etc. on that 3rd night. So not sure what happened, but using the same towel for 6 days wasn't pleasant. I also had to request a non-feather pillow the first night, but they claimed they didn't have any. The next morning I ask the front desk and one magically appears at my door within 10 mins from our floor's housekeeper. Apparently the rooms are supposed to have 2 of each type, 2 firm pillows, 2 feather pillows. We had 4 feather pillows and I'm allergic to them, so that first night was not a great sleep for me.

Other than those minor issues, the hotel is modern, quiet, and comfortable with great amenities and staff. The location is only a 7 min walk to the Blue line on the T, which was a big plus. Parking is $15/day, which isn't as bad as parking in the city, but still a bit pricey for being so far...

Dreadful!! We arrived just after 10:00 pm after a long 6hr drive from Canada to catch a flight the next day. None of the staff were friendly. Not a single smile to been seen. We checked into our room at 10:38 with our child. We booked a room with a pull out sofa for her and it was completely busted. After we pulled off the couch cushions we looked down inside to pull out the bed and the brackets and springs were on the floor. This was room 532 in the corner on the top floor. There's two rooms in the corner. We called and asked for a new room. Our daughter was beyond tired and past her bedtime. The front desk offered room 534, the next room in the same corner. Once we pulled out the sofa the mattress was stained with gritty food and the room did not come equipped with linens. Not even an extra pillow in a drawer. We then had to call and ask for linens which took longer for our daughter to go to bed. We booked a shuttle for 5:30 am to catch a flight. We arrived at the front desk at 5:31 am. The woman agressively said she called us and we didn't answer and the shuttle had left. ONE minute past 5:30??? Really?? Further, we checked the call list and she had called room 532. When asked what room she called she confirmed room 532. Once I pointed that out she said " oh yeah, no I called that room too" which was a blatant lie. She showed zero remorse, concern or apology for her mistake. She did not show any interest in helping us and also remained cold, flat and unhelpful for a hotel desk agent. Terri, was absolutely rude. We missed our opportunity for check in for our flight. Terri cost us a part of our vacation. We pay the extra $ to stay at Staybridge for a reason. We are ihg members, are well trevalled and generally choose these properties for a reason. In fact, we were even married at an ihg property. This stay was certainly a reason to...