Hilton Boston Logan Airport

Business reply on Google

Thank you for sharing your feedback and for being a valued Diamond member. I sincerely apologize that your stay did not reflect the level of quality and attention to detail you should expect from Hilton. The condition of your room and the cleanliness concerns you observed in our lobby are not representative of the standards we strive to maintain. We appreciate you bringing these details to our attention, and your comments will be shared with our Housekeeping, Engineering, and Leadership teams for immediate review and follow-up. We value your loyalty and hope to have the opportunity to welcome you back to the Hilton Boston Logan Airport and provide the exceptional experience you deserve.

Business reply on Google

Thank you for taking the time to share your feedback. I’m very sorry to hear that your stay did not meet your expectations and that you left feeling disappointed with the value and overall experience. We strive to provide a high standard of service and accommodations, and it’s clear we did not deliver that during your visit. Your comments regarding pricing and overall experience have been shared with our leadership team for review as we continually work to improve. We appreciate you bringing this to our attention, and we regret that we did not have the opportunity to make things right while you were still on property. If you would like to discuss further, please reach out to our Director of Hotel Operations at [email protected].

Business reply on Google

Thank you for taking the time to share your experience. I want to sincerely apologize for the fear and distress you experienced during your stay. As a solo traveler, you should always feel safe and secure in your guest room, and I am truly sorry that we did not provide you with that peace of mind. I am especially concerned to learn that your call to the Front Desk was not properly documented or communicated to our management team. Regardless of the circumstances, any report involving guest safety should be taken seriously, responded to immediately, and thoroughly documented. It is clear that we fell short of our own standards, and for that, I sincerely apologize. Please know that we are reviewing this incident with our Front Office and Security teams to better understand what occurred, reinforce our response procedures, and ensure concerns of this nature are handled with the urgency and care they deserve. I would appreciate the opportunity to speak with you and make things right for you. If you are willing, please contact me directly at [email protected]. Thank you again for bringing this to our attention. Your feedback is invaluable as we work to provide a safe and comforta

Business reply on Google

Thank you so much for your review and we apologize for any frustration that was caused. As discussed via email, Edson was able to take care of your request as a one-time courtesy, and we have emailed you the confirmation. Our rates do fluctuate on a daily basis dependent on multiple factors. We have also reached out to let you know that unfortunately we cannot cancel reservations via Expedia, as they require the guest to do so. Please do let us know if there is anything else that we can assist with.

Business reply on Google

Thank you for taking the time to share your feedback. I sincerely apologize that your stay did not meet your expectations. I'm sorry to hear about the challenges you experienced with your reservation, your arrival experience, and the condition of the hotel. We understand how frustrating these issues can be, especially when traveling for work. Regarding the internet, we have not experienced any widespread Wi-Fi issues or concerns during the timeframe of your stay. However, that does not diminish the connectivity problems you encountered, and I regret that the service did not perform as expected for you. We would have welcomed the opportunity to troubleshoot the connection during your stay. Your comments regarding the cleanliness and condition of the hotel are equally concerning and have been shared with our leadership team for review. We are committed to maintaining the high standards our guests expect and appreciate you bringing these concerns to our attention. Thank you again for your feedback. We hope you will consider giving us another opportunity to provide the level of hospitality you expect from Hilton.

Business reply on Google

Thank you for taking the time to share your feedback. We’re glad to hear you enjoyed the rooms and our convenient location, but we are very sorry to hear about the service issues you encountered during your stay. What you described at check-in is not the level of professionalism or hospitality we expect from our team. Every guest should be greeted warmly and assisted promptly, and I sincerely apologize that this was not your experience. I also regret the issues you experienced with room service and the handling of your order, which is equally concerning. Please know your comments have been shared with our leadership team so these situations can be reviewed and addressed directly with the staff involved. We are, however, pleased to hear that our café team member made a positive impression, and we will be sure to recognize her for her efforts. We truly regret that your overall experience did not reflect the standards we strive to deliver, and we appreciate you bringing this to our attention to hopefully have you experience a better stay on your next trip to Boston!

Business reply on Google

Thank you for sharing your feedback. I sincerely apologize for the frustration and disappointment you experienced during your stay and while trying to extend your reservation. This is not the level of service we strive to provide, and I understand how upsetting it must have been, especially as a Hilton Honors member and frequent business traveler. I would appreciate the opportunity to learn more about your experience and review the situation further. Please feel free to contact me directly at [email protected] so we can discuss your concerns in more detail. Thank you for bringing this to our attention, and I hope we have the opportunity to restore your confidence in our hotel.

Business reply on Google

Thank you for taking the time to share your feedback. We are very sorry for the frustration and inconvenience you experienced regarding your reservation and billing concerns. I would be more than happy to assist you and look into this further. Can you please reach out to me at [email protected]? Thank you and I look forward to hearing from you!

Business reply on Google

Thank you for taking the time to share your feedback. We are truly sorry to hear that your recent stay did not meet expectations, especially as a returning Hilton guest. We sincerely apologize for the disruptions you experienced during the night and early morning. While fire alarms are activated with guest safety as our highest priority, we understand how frustrating and disruptive this can be to your rest. We also apologize for the housekeeping entry while you were still in the room, as this should have been handled more carefully. Additionally, we regret the inconvenience regarding your room change request and the odor issue you encountered in the bathroom. Your comments have been shared with our housekeeping, engineering, and front office teams so these concerns can be properly addressed and reviewed. We appreciate your feedback and hope you will consider giving us another opportunity to provide you with the level of hospitality you expect and deserve.

Business reply on Google

Thank you for bringing this to our attention. We sincerely apologize for the condition of your room upon arrival. Finding a used washcloth and an unclean glass in the bathroom is completely unacceptable and does not reflect the cleanliness standards we strive to maintain. Please know your concerns have been shared with our housekeeping leadership team for immediate follow-up and retraining. We understand how experiences like this can impact your confidence in the overall cleanliness of the room, and we regret that we fell short during your stay. We appreciate your feedback and the opportunity to address these concerns internally. We hope you will give us a second chance in the future!

Business reply on Google

Thank you for sharing your feedback. While 3 PM check-in is standard across most hotels, we understand how frustrating it can be if your room was not ready right at check-in time, and we sincerely apologize for the inconvenience you experienced. We appreciate you bringing these concerns to our attention, as guest feedback helps us continue improving both our operations and communication. The parking rate you described is not accurate for our hotel. I wanted to ensure you stayed at the Hilton Boston Logan Airport and not another property at the airport. If you could reach out to be to discuss further, that would be greatly appreciated. My email is [email protected]. Thank you and I look forward to hearing from you!

Business reply on Google

Thank you for sharing your feedback. We’re very sorry to hear that your stay was disrupted by noise from the elevator and issues with the shower. This is certainly not the experience we want for our guests. We will share your comments with our maintenance and management teams to address these concerns and improve the overall guest experience. We sincerely apologize for the inconvenience and hope you’ll consider giving us another chance in the future.

Business reply on Google

We sincerely apologize for the frustration and confusion regarding the gratuity on your to-go order. We understand how upsetting it is to see an automatic charge when you did not dine in or receive table service, and we’re very sorry that this was not clearly communicated at the time of purchase. Our restaurant does apply an automatic gratuity to to-go orders; however, we fully acknowledge that this should have been explained to you in advance. We appreciate you bringing this to our attention to better help with guest communication.

Business reply on Google

We sincerely apologize for the frustration you experienced with parking during your visit. We understand how upsetting it is to be charged when no parking spaces were available, and this is certainly not the experience we want for our guests. Your feedback is important and we will look for ways to help prevent this from happening in the future. Thank you for bringing this to our attention, and we truly regret the inconvenience caused.

Business reply on Google

We’re very sorry to hear about your experience and understand how frustrating this situation must have been. We recognize that missed flights are beyond your control, and we regret that our pre-paid policy impacted your stay. We would like the opportunity to discuss this further and see if we can assist. Please reach out directly to Alicia Bianco at [email protected] so she can review your situation and work with you personally. Thank you for sharing your feedback, and we hope to resolve this for you.

Business reply on Google

Thank you for taking the time to share such detailed feedback. We’re truly sorry to hear that your stay did not meet expectations, especially as a valued Hilton Honors Diamond member. We’d like to clarify a few points regarding Diamond benefits at our property. In line with Hilton’s current program, Diamond members receive a daily $18 Food & Beverage credit, which can be used at our on-site dining outlets. Unfortunately, our hotel has never had an Executive Lounge, and this is reflected in Hilton’s property listings. We understand this can be disappointing, and we try to be as transparent as possible about the amenities we offer. That said, the concerns you raised regarding room condition, housekeeping standards, shower pressure, and overall comfort are not reflective of the experience we aim to provide. A leaking window, empty amenities, and worn towels are especially troubling, and we sincerely apologize for these oversights. Your comments about pricing and service perception have also been noted and will be shared with our management and operations teams for review. We appreciate you bringing these matters to our attention, as feedback like yours helps us identify where we need

Business reply on Google

We are so sorry to hear about the passing of your father. This certainly does not sound like our management team. If you can please reach out to me directly at [email protected], I am the Director of Hotel Operations so I can look into your reservation, as I did try to find it by your last name and did not see anything. Thank you so much and I look forward to hearing from you.

Business reply on Google

We sincerely apologize for the experience you encountered regarding your reservation. We understand how frustrating it must have been to arrive with a confirmed booking, only to be told it had been canceled and face unexpected charges. Your feedback is very concerning, and we are investigating this matter with both our team and Expedia to understand what happened and to prevent similar issues in the future. We are also sorry for the difficulty you experienced in reaching us and appreciate you bringing this to our attention. We hope you will give us another opportunity to provide the seamless service and hospitality that Hilton strives to deliver. Please do reach out to us directly if you need any further assistance at [email protected].

Business reply on Google

Thank you for bringing this to our attention. We’re sorry for the confusion regarding the charges on your stay. Pricing through third-party platforms like Booking.com can sometimes include estimates, while the final amount may reflect additional applicable local taxes or fees collected at the property. That said, we understand how frustrating this can be and would be happy to review your reservation in detail. Please contact us directly so we can look into this and clarify the charges for you.