Hilton Garden Inn Boston/Waltham — Hotel in Waltham

So I’ve been staying at Hilton for 20 years every week traveling on business and pleasure and this experience has to be one of the worst experience I’ve ever had in my life. I’ve felt victimized like I felt like I was a target on my back, literally the fourth or fifth here I come downstairs after a long night I’m dealing with death in the family. A couple family members had just left. I had just gotten into bed. I had really bad leg cramps. I come downstairs the front desk, looked like she didn’t want to be bothered. Didn’t even ask me if she could help me and when I asked her for something she told me I could get it myself, and I didn’t realize that the bar was open it was the tone of her voice the look on her face her disposition period was offensive for no reason that was very offensive. Her name is Emily Hudson , so she told me to go get it myself I went got my tonic water and I proceeded to go upstairs to lay back down and try to get some rest at this time. I’m told that I have to leave my room at 9:30 in the morning and get it cleaned now mind you check out is at 11 and I’m already booked , I come downstairs the maids in my room has a Emily has a smile on her face and I said to her I was wondering when I was gonna get a smile out of her and she goes yeah I’m not a morning person. I said that’s quite obvious For management go figure. I asked for a card from another manager, cause I refused to approach her throughout the rest of the day because she was very offensive and then he gave me an attitude. It was horrible. I’ve never felt so bad in my life, I felt like I’ve done something wrong when I did actually did nothing wrong . I think what happened was after she treated me so badly the first time in the morning I asked for management and she said I am management so at that point she knew I was complaining about her attitude and I’m gonna complain until she fired because she’s a horrible person for what she did to me today she knew I had been up 630 with cramps just laid back down and called me three hours later It’s 11 o’clock check out I’m saying I never heard you don’t have an option to rather you want your room killed or not I don’t usually have my room cleaned. I just get towels from the front desk. I’ve always done it like that through Hilton like I said I’ve been staying with them for 20 years as the first time I’ve ever heard of some thing and then when I asked her if I could stay in the room, she said no I had to leave the room. I had to ask permission to get my purse. I said I never in my life felt like I was being attacked by another human being like I felt today. I’ve been in tears all day today because of it. it was so bad I’m considering talking to an attorney to see what I can do Attorny and I’m gonna find out what I can do because I...

Front desk staff is super friendly, professional and helpful. Beds very comfy. HOWEVER... I wish there was a separate option for rating the restaurant/breakfast... The "main" breakfast waitress is bitter and rude and very unprofessional. I understand everyone has a bad day but being treated like we were 2 Sundays in a row is completely unacceptable. I know she's probably still pissed she lost her job at Bickfords but doesn't need to take it out on me and my family. Made BIG order mistakes 2 weekends in a row and blamed it on US! Cut me off SO rudely when I was trying to explain what we were missing (for almost a half hour my daughter waited for her 1 pancake). CLEARLY does not like children to be in her section as she expressed to me with NO shame last Sunday as I sat with 4 children and 3 adults. Tried to tell us this morning we HAD to sit in another table that we totally didn't want because the one we wanted was still dirty and had been for quite some time. When we tried to sit there and help clear it off we got pretty much "yelled" at and told it wasnt the allowed. She was miserable and mean and it's probably time she retired from the food service industry. The other young waitress who was working the breakfast was very pleasant and helpful and picked up all of the others woman's slack. She fixed mistakes, checked on the progress of our meals and checked back frequently. If she wasn't there this morning, I would have left with a permanent bad taste in my mouth (pun Intended) Thank you to the front desk staff who were extremely pleasant and obviously cared about our complaints and concerns. They were passionate and caring and accommodating and I appreciate their professionalism while handling my complaint (and my husband's complaint a half hour prior). We come here for a night with the kids so they can swim And have a change of scenery during the winter and for the most part we have an amazing, relaxing time. Just probably won't be doing the breakfast buffet any more which is a shame because it is such a...

I overall enjoyed my experience with the Hilton Garden Inn at Waltham/Boston Massachusetts. The check-in experience was quick, complete, and I was also able to get a recommendation for where I could expect to find food late at night which was a very useful piece of information. I also made use of the daily morning breakfast for each day of my stay except the morning of checkout since my flight time required that I depart from the hotel before breakfast was served.

Due to my corporate requirement to itemize all business travel expenses, I was sure to charge each morning's breakfast against my personal credit card and not against the room. I maintain receipts for each instance this occurred. However, after checking out and flying back out of state, I was met with a digitally submitted e-receipt that included 3 purchases of the provided dining options. The first was for the 22nd of August, and I have a receipt to demonstrate this was paid. It was also charged against my credit account. The other two charges were for the day of checkout for which I have a receipt from the front desk that does not show these charges. Between my checkout and landing at my home airport I was charged an additional 2 times against my room.

This is intolerable and fraudulent. I have demonstrable proof that I fairly paid for my meals each day that I participated in using this service with my credit card, but was charged additionally regardless. I reached out to the manager of the shift once I realized what had happened and was told that there is no evidence that I was charged to my card separate from the room charges and that these erroneous charges would not be removed. Unfortunately, I know that there is evidence that I was charged because my credit statement clearly states so.

I cannot in good consciousness recommend this hotel to anybody, and the lack of integrity or intelligence displayed by the managerial staff has inspired me to question any future continuation in participating in the Hilton...