I stayed at Doubletree Boston - Downtown from 22 May to 24 May. I was travelling with friends and we reserved two rooms in total. The location of the hotel is quite central, it's just about one block away from Chinatown and about 3-4 blocks away from South Station, which is a major station for buses such as Greyhound, Coach USA and Peter Pan etc.
The room that i stayed in was very beautiful with two double beds and i got 2 good nights of sleep there. Check in was great and we were each given a warm freshly baked chocolate chip cookie to welcome us to the hotel. That gave us a very good impression of the hotel. The rest of our two day stay was good and uneventful.
However the trouble came on the last day before we were to check out. When we checked in, the front desk staff gave us a late check out till 1pm when the originally time was 11am. Because of the late checkout, my friend and I were able to check out Harvard in the late morning and came back to the hotel around 12noon. When we tried to go into our room using our room card, we were locked out. However, our other friends from the other room had no trouble and were able to go into their room using their room card.
My friend and I head to front desk for assistance and informed them of our trouble. We informed them that we had a late check out till 1pm and that our room card was not working. The lady who was managing the front desk was not friendly towards us and told us that we were supposed to come down to the front desk at 11am to have our cards extended if we have a late check out. However, that does not make sense because our friends from the other room (who also had a late check out) was able to use their card without any trouble.
Next, we enquired whether it was possible for them to extend our card for us so that we can open the room and get our luggage for checkout and they say that they were unable to do so. This is because the room was not checked in under our names. One of our friends checked in both rooms on our behalf and she happened to be out for lunch and not back yet. Because of that, the front desk lady said that she was not allowed to open the doors for us because the room was not registered under our names. We told us her our friend registered BOTH rooms under her name because she was making payment with her credit card. We understand that they were unable to open the door for us due to security reasons but the tone in which the lady spoke to us was very unfriendly. She was professional about it but we felt that she did not provide us with any suggestions on what we can do. All she told us was that we cannot go into the room and she did not offer any other solutions for us. In the end, she consulted her supervisor and after more explanations, the supervisor gave us new room cards and allowed us to enter the rooms.
We understand that the hotel has their own room security regulations and we respect that. However, we felt that the front desk staff can be more friendly and provide solutions to the guests. We felt frustrated after the incident and it was not a nice ending to our first trip to Boston. Because of this, we might not consider staying at Doubletree Boston again in future even though they have beautiful rooms.







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