Embassy Suites by Hilton Boston at Logan Airport
🏨 Hotels & Travel · Boston
total experiences
replied on google
Most reported issues
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Experiences
Phone system prevents shuttle booking
Business reply on Google
Thank you for letting us know about the trouble you had reaching the hotel by phone, Jessica. We are sorry for the frustration this caused, particularly when you were trying to catch the shuttle. Our Guest Relations and engineering teams will look into the phone line issue so this experience does not repeat. We appreciate you making us aware of this problem.
Rude staff, hidden fees, and long wait times during check-in
Business reply on Google
Thank you, C, for sharing such an honest account of your experience. We are truly sorry that your interactions with our front desk team and the overall service left you feeling this way. The frustration you felt during check-in, as well as the confusion around fees, is not what we want for our guests. Your feedback will be reviewed closely by our Guest Relations team so we can better support future visitors. We appreciate the chance to learn from your experience.
Hotel shuttle service caused over an hour wait
Business reply on Google
Ramirez, thank you for letting us know about your experience. While we are glad your room was comfortable, we are genuinely sorry for how frustrating the shuttle situation became for you. The shuttle service and communication you described are not the standard we expect, and this has been shared with our Guest Relations team so they can look into what went wrong. We appreciate you bringing this to our attention, and your feedback will guide us as we work to improve.
Shuttle service is unreliable with long waits and poor communication.
Business reply on Google
Roberto, thank you for sharing your experience with us. We are very sorry about the challenges you faced with our shuttle, along with the communication you described regarding the service. Your feedback has been shared with our Guest Relations and transportation teams, as we want every part of your visit to feel smooth and reliable. We appreciate you taking the time to let us know, and hope we have another opportunity to provide you with a better experience.
Unwelcoming staff, hot room, dirty floors, and parking issues
Business reply on Google
Thank you for sharing this with us, C. We are genuinely sorry that your experience at our property was so disappointing. From your comments, it is clear that several aspects of your visit, including your interaction with our Guest Relations team, the condition of your room, and other areas of the hotel, did not meet the standards we expect for our guests. Reading that you felt unwelcome and had issues with the temperature and cleanliness of your room is deeply concerning. We also regret the frustration you experienced regarding parking and communication about charges. Your feedback will be shared with our Guest Relations, housekeeping, and valet teams so we can address the areas where your visit fell short. We appreciate the chance to learn from your experience and hope for the opportunity to do better in the future.
Hotel charged twice for room and failed to fix TV remote
Business reply on Google
Thank you for sharing your feedback, and we’re sorry to hear about your parents’ experience, especially as you had previously recommended us. We regret the booking issue and understand the frustration it caused, as well as the inconvenience with the TV remote and the lack of timely assistance after it was reported. This is not the level of service we aim to provide. Regarding the remote, we apologize for the inconvenience. We strive to provide prompt service whenever something is not functioning properly, and we’re sorry we fell short here. Your comments have been shared with our team for review, and we truly appreciate you bringing this to our attention.
Hotel charged a fee for early check-in despite room availability.
Business reply on Google
Stephen, we are truly sorry to hear how disappointed you felt by the early check-in charge during your recent visit. We understand your loyalty over the years and how frustrating it must have been to experience a policy that did not align with your past stays. Our Guest Relations team will take your comments very seriously as we review how these situations are handled for our long-time Hilton Honors members. Thank you for sharing your experience with us.
Hotel refused check-in for 20-year-old guest without prior notice.
Business reply on Google
Mehmet, thank you for sharing your feedback, and we're very sorry for the frustration this caused. Our minimum check-in age requirement is in place for safety and liability reasons, and this policy is listed on our website as well as booking channels. We understand how upsetting it must have been to encounter this unexpectedly, especially the night before travel, and we sincerely apologize for the inconvenience and disappointment it caused your family. We truly value your loyalty as a Hilton Honors member and regret that this experience left you feeling let down.
Hotel booked wrong date, refused refund or change for non-refundable room.
Business reply on Google
Jordan, we are truly sorry for the experience you had throughout the reservation process. Our Guest Relations team is disappointed to hear how frustrating and disappointing it felt not to have your booking and your concerns handled better, especially with such an important event coming up. We take situations like this seriously and understand how important it is to have support when travel plans change. Your feedback will be shared with our Guest Relations team to address how we can do better. Thank you for letting us know about your experience.
Hotel booked wrong dates for non-refundable room, refused cancellation or refund.
Business reply on Google
Krystle, we are truly sorry for the frustration and disappointment this situation has caused. It is upsetting to know your experience with your reservation and the level of support you received did not live up to our standards. Our Guest Relations team will review your experience internally to see where we could have done more to assist. Thank you for bringing this to our attention.
Staff were rude and rooms were old and worn
Business reply on Google
Diego, we are sorry to hear your stay was so disappointing, especially with the interactions you experienced and the condition of your room. It is good to know your check-in was handled well by our front desk team member, but we recognize how much the other aspects took away from your time with us. Both our Guest Relations and housekeeping teams will review the matters you described, as your comfort and sense of welcome are very important to us. We provide the same excellent service to all our guests, ensuring fairness, respect, and a consistent standard of care throughout every stay. We appreciate you sharing your experience.
Hotel had poor lighting, bad smell, and inedible breakfast.
Business reply on Google
Niki, thank you for sharing your experience with us. We are truly sorry that so many parts of your visit left you disappointed and that your arrival, your room, and other aspects of your stay did not offer the comfort and quality we strive for. Your comments about the overall condition of the property, the atmosphere, and your breakfast experience are being routed to our Housekeeping, Engineering, and Guest Relations teams for thorough review. We genuinely appreciate you taking the time to let us know what happened, and we are grateful for the opportunity to do better in the future.
Hotel refused refund for unused prepaid night due to false check-in claim
Business reply on Google
Greetings Melissa, Thank you for sharing your feedback. We’re sorry to hear that your experience did not meet expectations. While we understand your frustration regarding the unused night, the reservation was prepaid through a third-party provider whose terms state that refunds are not available once the booking is made, whether the stay is completed or not. Our team must follow those policies when processing reservations. We appreciate your comments and will review them internally with our staff.
Hotel room had a strong smoke odor, broken heat, and non-working phone.
Business reply on Google
Thank you, Ryan, for sharing the details of your experience. We are sorry your visit included challenges with odors, temperature, and communication in your guest room. Our housekeeping and engineering teams will look into these concerns, as comfort and convenience are priorities for us. We appreciate you making us aware of these issues so we can improve for future guests.
Hotel refused refund for weather cancellation despite multiple attempts to contact staff.
Business reply on Google
Jonathan, thank you for taking the time to share your experience. We’re sorry your situation wasn’t handled as you hoped, especially given the challenging circumstances. Your comments about the communication you received are important to us, and our team will review them to see where we can do better moving forward. We truly appreciate your feedback.
Unpleasant front desk staff and poor quality breakfast
Business reply on Google
Bobby, thank you for sharing your feedback. We're sorry your experience wasn't as expected, and we appreciate you taking the time to let us know about your visit. Your comments will be shared with our team so we can continue to improve.
Customer found hair on bed and was told to change sheets themselves
Business reply on Google
shuyu, the feedback is appreciated and the comments have been noted. The team aims to provide attentive service and a comfortable environment for every guest. The experience described will be carefully reviewed to help improve future stays.
Hotel charged an early check-in fee despite room being ready
Business reply on Google
Gary, thank you for sharing your experience. The team always aims to provide a welcoming environment, especially for returning guests. Your feedback is appreciated and will be carefully considered moving forward.
Rude staff and manager, conflicting information, and room assignment errors
Business reply on Google
DisneyFan311, thank you for sharing your feedback. The hotel team is glad that you found the location convenient, appreciated the cleanliness, and enjoyed breakfast. It’s good to know that you encountered a helpful bartender during your visit. The team works to provide consistent information and service and will review opportunities to enhance communication. Your comments regarding the property’s upkeep and surrounding amenities have been noted.
Customer wrongly charged for a cancelled hotel reservation after multiple assurances
Business reply on Google
Kara, thank you for sharing your experience. The team always aims to provide clear communication and assist with reservation questions. It appears that the hotel cancelled two of the three rooms. The third room was not notified as yours and therefore was recorded as a no-show, and was charged as such. Unfortunately, in accordance with our policies, no refund will be issued. We thank you again for sharing your experience.