Homewood Suites by Hilton Boston/Cambridge-Arlington, MA

Very bad experience AVOID THIS PROPERTY I had to spend 17 nights here on a business trip and it was not a pleasant stay for multiple reasons. I recommend not staying at this hotel. First of all I want to say that this hotel is way over due for a complete renovation. I have stayed at many Homewood Suites around the US, and this is by far the worst. Everything was functional, but old and/or in bad shape (utensils, carpet, doors, etc). The glass cooktop of my room had a broken corner and was “fixed” by covering it with black tape. A leaking dishwasher. Dirty cabinets. The couch mattress had a plastic bag cover taped with scotch tape, yes, not a mattress cover, a big transparent plastic bag. Also, their laundry room wasn’t open because they were supposedly waiting for new machines but the front desk staff didn’t know when they were getting them. So for my entire stay I had to walk 7 blocks to a laundromat to do my laundry. Now, the fun part. Upon my arrival, while I was checking in at aprox 4PM, front desk personnel kept me there for more than an hour trying to resolve a credit card issue, stating that my company’s credit card didn’t have my name. I understand their policy and my employer had fill and sign an authorization form. When we submit the form, it gets SUCCESSFULLY charged and they keep me waiting another 30 minutes because they say that my room I still not ready (check in starts at 3pm), finally got in my room at almost 6PM. To complete this “lovely” stay, a night before my departure, as I’m trying to enter my room the key doesn’t work, I go down to get my key fixed and a “front office manager” named (TIFFANY DERRING) tells me that I have pending charges of almost $1k that weren’t processed successfully on the initial payment at check in (I didn’t understand because when I arrived the payment was successful), and if I don’t pay that amount right there at that moment I can’t get back into my room. Tiffany Derring even said (on a treating way) that she could only open my room door for the only purpose of getting my stuff out of the room and moving out of their property. Wouldn’t it be nicer and more friendly to attend pending charges at your check out? Or maybe call me and tell me that there is a balance that I have to take care off? This has never happened to me before. Literally kicking me out right there on a Sunday night at 8pm. THE WORST CUSTOMER SERVICE I HAVE EVER SEEN AND EXPERIENCE. I never expected to be treated like this specially being a Hilton Honors Diamond member and a true loyal client to Hilton for years.

Safety concerns not appropriately addressed Traveling as a family of 4 (with kids). Bathroom door was sticking upon arrival but still worked. Mid stay, the heavy bathroom door came out of the door frame around 10pm after being out of the room all day. We alerted the front staff immediately and were not offered any real solution. Either downgrade to a smaller room with cots, without a guarantee for bedding, or stay put. We were told the manager would be available to speak at 10am, the next day, and they wouldn’t discuss anything with us at the time. The lack of concern for our safety is appalling to me. Our local friends always recommend their guests stay here. I absolutely would not stay here again. On the plus side, our checkin front staff was extremely helpful, got us early check in, breakfast is fine, convenient location to where we need to be.

Hotel lobby toilet access to hotel gust drivers As a taxi driver, I frequently transport hotel guests at 1 Massachusetts Ave Arlington, MA , making 5 to 8 trips a week. After dropping off a customer, I politely requested to use the lobby restroom. Despite explaining my situation to the front desk, I was denied access. This experience was frustrating, as finding a restroom in Boston traffic can be challenging. I won't be recommending this hotel to future passengers. I urge the management to consider providing restroom access for drivers, as it's an essential amenity. This honest feedback should be noted by potential guests and management alike.

Hotel management and receptionist require renovation under their ongoing facility renovation We stayed at this hotel for three nights few weeks ago under their renovation. We were aware of the ongoing renovation and were OK with that. But a lower-rate room was given with no rate adjustment with a lie of their receptionist. Even with our complaint by reply to a welcome text message possibly from their management team, no corrective action was taken. I got the worst experience in Hilton brand hotels. For a feedback request from Hilton, I wrote this matter with a request of their response. No Hilton’s response has not been given for the past 2+ weeks. I reserved a “2 Queen Beds Studio Suite” and digitally checked, via Hilton App, in an assigned room on the third floor. But the receptionist upon our arrival and assigned a different room on the second floor. My wife and I entered the room and found that was a “1 Queen Beds Studio Suite”. We returned to the receptionist and asked her to change a room to “2 Queen Beds Studio Suite”. But she said there was no available due to the ongoing renovation. I told we had booked the higher-priced room (approx. $20 per night) and asked room-rate adjustment accordingly. She lied no price difference between a single Q-Bedroom and a 2 Q-Bedroom. I asked her to get her manage at a quarter past 7 PM. But she said their manager would not be available till the morning. A hour later I received a greeting text message from probably the hotel management. For my complaint, I got an apology template message with excuse of renovation. They did not make the rate adjustment from the lower-rate assignment. BAD Business!

Very Mixed Bag Pro: Convenient location if you are visiting in Arlington or Cambridge Free parking Breakfast ok Hotel staff addresses issues as best they can Con: This property is under renovation and needs it BADLY. When I booked, it said construction would be done the day we arrived. Nope. Now it says May 7th. Don’t believe that either. Water dripping from pipes in the entry way from the downstairs garage. Hallways with construction materials. Mattress leaning up against a wall in the hallway. Refrigerator in the room very noisy. Sheets are dinghy yellow/white. Beds are old and not supportive. Room was not cleaned as scheduled. Mgmt provided a bag of new sheets and towels, but did not change them. That was left for us. Beware of the situation with the “guests” as mentioned in the 3/31 review. Our last night there, the smoke/fire alarm went off at 1:00 am. The hall on the first floor was very smoky, however the front desk clerk said it was a false alarm and someone was cooking on their stove and set it off. At 1:00 am! The siren did not go off until 2:00 when the fire department got there. This is a marginal three star and I don’t recommend it if you’re looking for a good night’s sleep.