Hilton Boston Park Plaza
🏨 Hotels & Travel · Boston
total experiences
replied on google
Most reported issues
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Experiences
Outdated, small, and uncomfortable room with poor air conditioning
Business reply on Google
Rita, thank you for sharing your thoughts with us. While we are glad you appreciated the beauty of our lobby and the hotel’s location, we understand your disappointment with your guest room and the conditions you described. Our team recognizes the importance of comfort, and we apologize that your guest room’s air conditioning, size, and overall condition did not provide the experience you were hoping for. Your observations are valued and will be shared with our engineering and management teams as part of our ongoing efforts to improve. We appreciate the chance to learn from your visit.
TV not working, poor room service, and ineffective customer service
Business reply on Google
We are sorry your visit left you disappointed, Sean. It is concerning to hear that a number of aspects of your stay, from service in your guest room to difficulties getting assistance, did not meet your expectations. Our Guest Relations team will review the service experience you described so we can better support future guests in the moment. Thank you for sharing these insights with us.
Room was in poor repair, with mold and stains in the bathroom.
Business reply on Google
Thank you, Raul, for sharing such a detailed account of your visit. We apologize that your guest room was not refreshed properly and are sorry to hear that the overall condition and cleanliness did not meet the standard we expect to provide. Our housekeeping team takes these concerns seriously and will use your experience to work on improvements. Regarding the furnishings you described as missing from your king studio suite, we regret that we were not able to provide the coffee table and armchair as anticipated. We strive to deliver the room experience promised and want to apologize for the disappointment and inconvenience this caused. For challenges related to the layout and bathroom space, we appreciate your perspective. While some of our historic layouts can be more compact, we understand how this impacted your comfort and overall stay. Raul, your experience clearly did not align with the visit you hoped for, and we truly regret that we were unable to address these concerns while you were with us. Thank you again for taking the time to share your thoughts. We appreciate you bringing these matters to our attention and will use your feedback to support future improvements.
Loud AC and unclean spots in bathroom
Business reply on Google
Max, thank you for sharing your experience with us. We apologize that your guest room was not refreshed properly and will make sure your comments are shared with our housekeeping team. Regarding the loud AC, our engineering team will look into the issue to prevent similar disruptions for future guests. We appreciate you bringing these matters to our attention.
Duplicate charge, dirty room, and poor staff service
Business reply on Google
Lynn, thank you for taking the time to share your experience. We are truly sorry for the challenges you faced with both the credit card authorization and the service interactions during your visit. Please accept our apologies for the challenges in regards to the authorization of your credit card, however we, like most hotels, we require a deposit to hold your room, and authorizations may take between 5-7 business days to be released by the card's issuing bank. We apologize that your guest room was not refreshed properly, and our housekeeping and Guest Relations teams should have responded more promptly once you brought this to their attention. The inconsistent communication regarding room availability added unnecessary frustration, and it is clear that our team did not provide the attentive support you deserved throughout your stay. Your comments will be shared with leadership so we can better support our team members in delivering the kind of hospitality we strive for. We appreciate you bringing these matters to our attention, and we are grateful for the opportunity to improve.
Hotel room was dirty, smelled bad, and had soiled sheets.
Business reply on Google
I am so sorry for your poor stay. Please give us a call at the hotel so we can discuss further.
Receptionist was rude and unfriendly, and hotel has hidden amenities fee
Business reply on Google
I am so sorry to hear about your poor stay. Please give us a call at the hotel so we can discuss further.
Paid for upgrade but received smaller room, poor housekeeping, and dirty room
Business reply on Google
Thank you for sharing your experience, D. We take your feedback seriously and are genuinely sorry that your visit left you feeling so disappointed. Our Wicked Small Room is, as the name states, little. We make a great effort to ensure guests are aware of the special room type they're booking and have prioritized clear descriptions both online and at the time of reservation. We apologize that your guest room was not refreshed properly and that the visit from our housekeeping team did not meet expectations. Concerns about the condition of your room and the atmosphere in our public spaces will be relayed to both our housekeeping and engineering teams so we can address them directly. We understand how much first impressions matter and regret that your stay with us did not reflect the level of comfort we strive to provide. Thank you again for bringing these matters to our attention.
Outdated room with maintenance issues, poor water pressure, and hidden charges
Business reply on Google
I am so sorry to hear about your poor stay. Please give us a call the hotel and we will be happy to discuss further.
Hotel room was dirty, with mildew, dust, and musty odor.
Business reply on Google
Kristina, thank you for sharing your thoughts with us. While we are glad you enjoyed the atmosphere of our building and found the location helpful, we are truly sorry that your guest room did not meet your expectations, especially when it comes to cleanliness and comfort. We apologize that your guest room was not refreshed properly. Your comments about the bathroom and overall condition of the room have been shared with both our housekeeping and engineering teams for review and immediate attention. Thank you again for letting us know about your experience.
Thin adjoining room doors caused noise disturbance and poor sleep.
Business reply on Google
Thank you, Sarah, for sharing these insights about your experience. We are sorry to hear that noise from the adjoining room disrupted your rest, as well as the temperature and amenity challenges you faced during your stay. It is clear from your feedback that both our engineering team and Guest Relations team need to reflect on where we can do better in providing support and comfort for all guests. Your comments about your conversation with the front desk are especially concerning. Our team is dedicated to resolving disturbances in a way that is considerate to everyone involved, and we regret that our response did not help you feel more comfortable. We also appreciate you highlighting the gym and business center hours, as this is something we are always reviewing. Thank you again for taking the time to let us know where things did not meet expectations, Sarah. We are grateful for the opportunity to improve.
Overcharged for drinks and offered voucher instead of refund
Business reply on Google
Katy, thank you for sharing your experience with us regarding your visit to Off The Common. We are truly sorry for the confusion and frustration you experienced with the drink charges at the bar. Our Guest Relations team will review this with the restaurant to make sure our billing practices are clear and fair for all guests. We appreciate you bringing this to our attention and will use your feedback to improve our service.
Hotel placed guest in noisy room next to loud guests
Business reply on Google
Brett, we are truly sorry your visit left you with such a negative impression. What you experienced with the noise from the neighboring room is unacceptable, and we understand just how upsetting it must have been to feel there was no privacy or peace in your guest room during your stay. Our Guest Relations team would have wanted to help find a solution if we had known about the situation while you were with us. We do everything we can to manage both comfort and privacy, and your feedback makes it clear this was not your experience. Thank you for describing your stay so openly, as it helps us address how we assign guest rooms and respond to challenging situations. We appreciate you sharing your perspective with us and want you to know we take your comments seriously.
Hotel failed to respond to multiple reservation inquiries
Business reply on Google
Jarrod, we are truly sorry for the lack of communication you experienced leading up to your planned visit. It is never our intention to leave questions unanswered or to make reaching a member of our team frustrating or uncertain. The situation you described does not reflect the standard of responsiveness we want our guests to receive. Our Guest Relations team has taken your comments to heart and will be looking into your experience closely so we can better support guests who reach out in advance. We appreciate your candor and the opportunity to improve.
Hotel room was extremely small and dirty.
Business reply on Google
Derek, thank you for sharing your thoughts with us. Our Wicked Small Room is, as the name indicates, compact. We make a significant effort to set clear expectations by prominently communicating the unique nature and size of this room type in our listings both online and on property. We apologize that your guest room was not refreshed properly. Your impressions about cleanliness and overall quality are being raised with our housekeeping team, as this is not the experience we want for anyone who stays with us. We appreciate your loyalty in the past, and take your feedback seriously as we strive to provide all our guests, including our Hilton Honors Diamond members, with the best possible experience. Thank you for giving us the opportunity to reflect and improve.
Hotel charged personal cards for company stay; refund not processed
Business reply on Google
Liz, thank you for sharing these details about your experience. Please accept our apologies for the challenges in regards to the authorization of your credit card, however we, like most hotels, we require a deposit to hold your room, and authorizations may take between 7-10 business days to be released by the card's issuing bank. Thank you again for bringing this to our attention.
Customer found glass shards in breakfast food and experienced chest discomfort.
Small room and bathroom, no soap in shower
Business reply on Google
Thank you for sharing your feedback, Andres. Our Wicked Small Room is, as the name indicates, little. We make a concerted effort to ensure guests are fully informed about this special room type and clearly communicate its size and features both online and offline. We apologize that your guest room was not refreshed properly, and our housekeeping team will be made aware of the missing soap you mentioned. If there is ever anything you need during your stay, such as additional bathroom amenities or space-saving suggestions, our team is always ready to assist. We value your input and appreciate the opportunity to improve.
Hotel charged more than online rate and undisclosed fees.
Business reply on Google
Aaron, we are sorry your experience left you feeling this way. Our Guest Relations team works hard to provide clarity on rates and fees, and we always want our guests to feel fully informed throughout the booking and arrival process. We understand how frustrating it can be to see price differences and unexpected charges, and our team is always available to address questions at check-in. Thank you for sharing your perspective with us.
Hotel double charged deposit, refused refund, causing financial distress
Business reply on Google
Rodrigo, we are genuinely sorry for the frustration and stress you experienced regarding the authorization of your credit card and the repeated deposit holds during your visit. Please accept our apologies for the challenges in regards to the authorization of your credit card, however we, like most hotels, we require a deposit to hold your room, and authorizations may take between 5-7 business days to be released by the card's issuing bank. We understand how important access to your funds was, especially while traveling internationally, and regret that we were not able to resolve this for you before your departure. Our Guest Relations team regrets that your concerns were not better addressed while you were with us. Thank you for taking the time to describe your experience. We are grateful for the opportunity to learn from your feedback.