Best Western Plus Waltham Boston — Hotel in Waltham

This hotel should be renamed the “Worst” Western! Recently stayed here with 3 colleagues for a business meeting in the near area. Where the rooms are outdated that could have been overlooked as it was the other issues 2 of us experienced and the HORRENDOUS customer service we received when speaking to the front desk about our issues. One colleague’s sheets had blood on them. Yes blood! And not her own. Only having discovered in the morning light. When reported to Sandra at the front desk, she was told “well everyone knows to check the sheets when checking into a hotel!”… um, really Sandra? I don’t know the kinds of hotels you’re used to staying in but that is not a well known fact. No apology. No offering of anything to make it right. Just defensiveness and rudeness and blame put on us. She even had the gall to say to my colleague, while pointing in her face “you checked in at 2:21 yesterday when check in is clearly 3”… implying that because she checked in early that was why the sheets had blood on them? No. I’m sorry, Sandra, you checked her in. If she was early and room wasn’t ready (which it was as bed was made etc) or if policy really is no check in until 3, then that’s on you for checking her in!!!! On to my issue. The shower in my room did not work. At all. Discovered in the morning when getting ready for our client meeting. I quickly problem solved and used the shower in my colleagues room. When i went to check out and Sandra asked me was everything good with my stay, i started to explain how no it wasn’t, how the shower didn’t work. She proceeded to tell me that i didn’t know how to use the shower. To which i had to explain that i know how to turn on a shower, and my colleague, whose shower i used also defended that my shower didn’t work, as i also had her check and try when she came to my room and gave me the key to her room so i could shower. No apology or what would be expected from a service/hospitality worker was offered to me. I was made to feel as if this was my fault, as my other colleague was made to feel with the bloody sheets. In fact she said i was attacking her! How was i attacking her by telling her that the shower didn’t work!? She then proceeded to raise her voice at me “why didn’t you call to tell me, i would have sent a serviceman” to which i replied, i am telling you. Now. This all happened 30 minutes ago and i needed to shower for our meeting. We were then, as a group yelled at, and basically asked to leave. As if all of this was our fault. I tried calling the manager multiple times later that day. No one in the hotel picked up. On the 5th or so time i finally got someone, Leah, who is fabulous and helped me reserve a conference room the day prior, who claimed she heard there was a problem with our group and that the manager Micheal was aware. Yet Micheal was busy and couldn't speak to me. I’m still waiting for a call back. I want refunds for all 3 of our rooms! This is not how you treat guests! Unacceptable...

To say I was not pleased with the service I received this past weekend would be an understatement. My family used your Hotel in Waltham Massachusetts from Thursday the 23rd thru Sunday the 26th. Memorial Day weekend!!!! I had this reservation for a month or so and specifically asked for 2 things, neither of which were lived up to by the hotel. I reserved a rollaway for the first night of the stay only. Was told it was put in the computer and reserved and there would be an additional fee for that night only. When I get to check in I was told all of the rollway’s were given to a larger party that had already signed in. Completely UNACEPTABLE. What good is a reservation??? At this moment I’m already totally flabbergasted as I try to figure out what to do so my brother can stay with us that night for our sisters graduation the next day. He had to sleep on the floor because what I had reserved was not available. If that was not enough when I selected your hotel the number one search query I required was a pool. When I called to make sure the online website was correct it was confirmed the pool was on property and available. Much to my dismay as I check in already upset, I am told the pool is under renovation and not open!!! This was already confirmed not to be the case a few weeks back and the only and most important part of searching for the hotel this memorial day weekend for my son and the family during down time, since once your back in the hotel there is not much else to do if your not sight seeing. Least importantly was how bad the breakfast was but I can live with that. I also asked to speak to a manager so I can see if there was anything you can do to reduce the price because in my mind I didn’t get my rollaway after reserving it, and am paying for an important amenity that I was unable to use on basically the first pool weekend of the summer when hotels jack the price up anyways due to memorial day and I’m getting half a hotel basically. I was told no manager would be on premises until after my stay was over and they’d return Tuesday. That was crazy to me as well, not one person to talk to or complain to. SO be it. I left a message for the general manager prior to leaving and reached out yesterday as well and have never been contacted back or anything. This whole situation is so upsetting because this weekend was big weekend for my family and we don’t have much and to put out the money we did and have this experience is completely unacceptable. I really do hope somebody does read this and reaches back out to me. You can respond to this email (work email ) or the cc email (personal email). I will be honest I am looking for a refund of some sort because it was too late to cancel (time of check in) and book something that fit our parameters. (that were already agreed upon). Just a poor experience that was furthered by inability to reach people to rectify...

This was a really great close to Boston. The staff was really attentive. The hotel was super easy to get to with easy on and off access. I was able to book 2 nights so that I could do things in both Boston and Concord. The hotel had a very big parking lot. The front entrance is underwhelming, but it gets the job done. As soon as you enter there is a "business center to your left, followed by the desk, and to your right is the entrance to the Copper Tavern. I was checked in and given room keys. An evelvator took me right up to my room on the 5th floor. I had a balcony with slider although the balcony was small with no furniture. The view was not anything special. The bed was really comfortable. The room was a traditional room, pictures of local landmarks, again nothing but standard. The bathroom was standard. I did not like the citrus shampoo or conditioner. Used some travel size amenities I nrought. The water pressure was a C...It was not great and the eater temperature was tepid. Lots of amenities in the hotel: gym and really nice looking pool. The hotel was very quiet. I saw the parking lot was full but did not see, hear, or come across many patrons. I ate at the Copper Tavern one night (see review). I recommend it. Really nice restraunt connected directly to the hotel. I had breakfast only on one of my two days. I was up and out at 6:10 one morning and breakfast was not available. They do have a coffee bar though. The morning that I did go, It is a very good complimentary guests breakfast. They had eggs, sausage, bagels, toast, cereal (hot and cold), yogurts, granola, toppings (chocolate chips, coconut, etc.), pancake machine, juice...the list goes on with toasters, microwave...it was really nice, constant refreshing....just a really nice breakfast. The best part was no $19.99 but included in your stay.

Housekeeping was great. Very very detailed oriented. The room was super clean and fresh smelling. Restocked and I had bottles of water

SIGN up for rewards program! I had a nice bag at reception and plenty of water bottles. You can reach and see the benefits unlike some programs I belong through other hotel groups.

I was impressed and the hotel allowed me to do what I needed in the area. Again I had two good night of sleep. I understand why it is a Best Western Plus...they...