Courtyard Boston Marlborough

This was an awesome stay. No complains at all and the breakfast was solid

Our small nonprofit organization just held our convention at the Marlborough Marriott. Boy was that a huge mistake. Our members, who are low-income and disabled people, were treated to an atrocious experience. At least twelve reservations were lost. In two cases, four unrelated people were sent to one room that had only one bed. The power went out in one room twice, leaving an elderly woman in the dark. Another woman had to sleep in her wheelchair because the manager lost all our accessibility requests when she misplaced her notebook. As all this unfolded, our staff had to calm down the attendees, who were understandably upset, and help sort out the check-in mess. The stress level was through the roof and several of our participants left early as a result. We requested a very modest refund to make up for this very large inconvenience. Not only did they refuse us, they insulted us and our behavior in their written reply. I don’t think the Marlborough Marriott understands customer service, the reservation process, or anything about hospitality. Unless you enjoy being stressed out and scolded, hold your event somewhere else.

They were under construction. Everything was closed. We couldn’t use the pool or gym. And then once we were checked in around 8pm we get a notice out in under our door saying they were shutting off the water from 10:30 to 4:30 am. We couldn’t even flush the toilet. I got the room with the bath tub to bath my children in and we didn’t even use it we were too scared. There was a tile half dangling from the ceiling

The hotel is under some seriuous renovations right now (80% of lobby taped off). No fitness center, elevators take forever because only 1 was working. Stairwell was completely exposed. Construction workers everywhere. Not sure how they kept this hotel open given it seems more of a safety hazard to have guests around so much construction. Advice to stay elsewhere until hotel is renovated.

Stayed there two nights in February for work. Was not offered folio on check out. Credit card bill arrived following month – there was over $200.00 in restaurant charges. Called the front desk was told I would get a call back. No Return call so two days later I had to call back – was told I would get a call back. Jennifer called me back – the bar had charged someone else’s meal to my room. Jennifer told me I would be refunded as soon as I completed the form. Asked how I would be compensated – was told that “miscommunication occur” and they would give me 5k points. No apology for the inconvenience. Checked my account the points didn't arrive. Call and leave voice mail for General Manager – Kevin Buchanon. No response from him - emailed again. The assistant manager April called me back – General Manager too busy. Explained situation – she told me that they would credit me 10K loyalty points. Next monthly bill comes – NO REFUND BUT THEY HAVE CHARGED ME AGAIN $200+. Emailed April – she fixed it – I asked for additional points for compensation and this was her response: Hi XXXX, I have already processed 10,000 points which is equivalent to $50 in compensation, I think that is fair for an honest mistake. Yours in Hospitality, April Lee Assistant General Manager This was not an honest mistake – this was incompetence all the way through – from the first charge – the General Manager not even acknowledging my complaint personally to the miserable 10K points.

Beware of unapproved charges. Stayed there two nights in 2/23 for work. Was not offered folio on check out. Credit card bill came – over $200.00 in restaurant charges. Called was told I would get a call back. Two days later I had to call back – was told I would get a call back. Jennifer called me back – the bar had charged someone else’s meal to my room. Filled out form. Asked how I would be compensated – was told that “miscommunication occur” and they would give me 5k points. No apology for the inconvenience. Points don’t arrive. Call and leave voice mail for General Manager – Kevin Buchanon. No response - emailed again. Assistant Manager April called me back – General Manager too busy. Explained situation – she told me that they would credit me 10K points. Next monthly bill comes – NO REFUND THEY HAVE CHARGED ME AGAIN $200+. Emailed April – she fixed it – I asked for additional points. This was her response: Hi XXXX I have already processed 10,000 points which is equivalent to $50 in compensation, I think that is fair for an honest mistake. Yours in Hospitality, April Lee Assistant General Manager This was not an honest mistake – this was incompetence all the way through – from the first charge – the General Manager not even acknowledging my complaint personally to the miserable 10K points. Buyer beware – CHECK YOUR BILL AT CHECK OUT.

Clean and quiet

Didn't realize how nice it was to be greeted/recognized as a Titanium Elite customer until the desk worker did seem to notice or care. Request requested (via the Marriott app) a digital room key... "just go straight to your room" it said... received a notice to the app that I had to show ID at the front desk to activate the key. I did, and she handed me 2 physical keys she had prepared "just in case". I guess she knew something as the digital key did not function for the first 2 days. When it finally did, the physical keys became disabled. The room... Used to receiving some upgrade, but sometimes the hotel is full... neither was the case this time. Putting a premium tier guest in a room next to the elevator, facing a busy/noisy highway, overlooking a roof littered with cigarette butts... really? The last straw was the lack of hot water on my final morning. Full hot in the shower gave "warm" (at best) water. Too cold to shower. Checking out, the desk worker never did ask how the stay was... so I did offer about the hot water. "OH? I'll let maintenance know... which room?" Didn't seem too surprised/ excited/ caring. I'll be back in the area next month, but will definitely find a different place to rest my head.

The hotel is undergoing renovation but the degree of extensiveness is not disclosed on the website. The lobby is completely closed off to guests. The breakfast offerings are minimal. Although the room itself was spacious and had been attractively renovated, we found hot water in the shower to be nearly absent and the water pressure was barely a trickle. We would not stay here again.