Hampton Inn & Suites Watertown Boston — Hotel in Watertown

I could not be more disappointed with a hotel. My mom was planning to visit me at this location as I live in a very small apartment across the street. Unfortunately she was hospitalized a few weeks ago and we both feel that the healthier choice is for her to stay home. Therefore we attempted to cancel/get a credit for the stay we booked. However, the abismal service we’ve experienced with management and desk service at the Hampton inn has been both eye opening and incredibly disappointing. We booked a triple AAA pre-paid rate (not knowing it was not refundable). When we called, we received so many different solutions. The manager told us that it was impossible to cancel the reservation (despite the reason). Someone else told us we could cancel 2/3 nights. So due to the conflicting information, I went directly to the front desk and asked for the cancellation policy that was not stated when I booked the room, and a copy of the cancellation policy they are enforcing. They were unable to provide the policy they were enforcing. The woman who was at the desk was very dismissive, kept answering the phone (even though no one was calling) mid sentence, she didn’t make eye contact, and she essentially offered no aid or explanation when I simply asked for a copy of the policy. Furthermore, when calling guest assistance directly of Hilton, the front desk person hung up on them, how more unprofessional could you be? Therefore a case was created with ZERO follow up from the management team. Not only are they unprofessional but it also seems like a scheme to take peoples money. I’m all for following policies, but the fact that you can’t even provide the policy you are enforcing on us seems discriminatory and disingenuous. We are out almost $900 for a three night stay. Now my mom is reluctantly taking a trip against her health needs because we were offered no resolution and compensation. I anticipate more issues based on their demeanor and lack of support. Save your money and time and go somewhere else. All they’ll offer is 5,000 Hilton points, that no one wants. After this terrible experience, we will never stay at this property or give them...

I recently had the opportunity to stay at this Hampton Inn for a weekend travel in Boston. While the hotel is listed as a 2-star hotel it certainly exceeded that. To begin, you have private hotel parking that is covered in the garage next to the hotel; you get access through your room card key, which is quite nice - the only downside is that you pay around $25/night. When it comes to the actual hotel itself, it is located on the Arsenal Yards ground, which is a space filled with different retail stores and restaurants; very lively and overall good atmosphere. Moving on to the layout of the hotel, I found it to be impressive for a hotel of this category. The lobby welcomed guests with an elegant and inviting atmosphere. The staff members were courteous and attentive, always ready to assist with any requests or inquiries. The overall design of the hotel was aesthetically pleasing, with tasteful decor and well-appointed common areas. As for the rooms, they were surprisingly spacious and well-designed. The rooms boasted modern amenities and thoughtful touches. The comfortable beds provided a good night's sleep, and the cleanliness was commendable. The bathroom was spacious, clean, and with good water pressure (hot, cold, or warm - whatever your preference). I honestly did not hear anyone else outside or next to us, so definitely noise-friendly in my experience. The in-house gym was a pleasant surprise. The facility was not only well-maintained but also boasted a variety of modern exercise equipment (i.e. BOSU balls, a Peloton bike, Cable machine, and DBs up to 70 lbs). The gym was spacious, allowing guests to comfortably work out without feeling cramped. Whether you're an avid fitness enthusiast or simply looking to stay active during your travels, this gym would certainly meet your needs. When it comes to breakfast, nothing fancy honestly. They provided the typical eggs, sausage, cereal, bagels, coffee, juices - it was good but nothing crazy about it.

In conclusion, great stay and will...

My family and I had the misfortune of staying at this hotel located at 25 Bond Street, Arsenal Yards Watertown, MA, from June 18th to June 22nd in room number (642). During our stay the breakfast service individuals were very rude, and items were stolen from our room the day before our departure. The tea selection for breakfast was limited to only black tea and chamomile tea. We asked the kitchen staff about green tea, and they said this is what we have. On the next day we informed the reception who reported to the kitchen staff to stock green tea for the following day, but the kitchen staff did no action. On the day after, the egg omelet was contaminated with pork sausage taste and the kitchen staff were very rude in his response when I asked him to check on another item on the breakfast buffet.

On our last night while we were packing and discovered the theft of items that we bought only the day before, we immediately reported the case to the hotel assistant manager who was on duty that night and who confirmed that the only one who entered our room was the housekeeper. He then denied his ability to access the camera that is located right in front of our room door and in the laundry room. Not only that, when he knew that the value of the items that were stolen is not expensive, his response was offensive by saying "the house keeper's job is more valuable to her than your items"!!! He delayed the process to dilute any evidence, and ignored responding to our case until we sent a follow-up email to receive a very disappointing improper and unprofessional response that did not even include an apology for our experience in their hotel.

I strongly advise every visitor intending to travel to Boston, to avoid staying in this hotel.

I can provide copies of communications with the hotel for evidence...