Embassy Suites by Hilton Boston Waltham

I have to say this was probably the worst hotel experience I have ever had. I have been a #HiltonHonors member for over 30 years and never have I had such a horrible experience. The only positive thing I would say was the breakfast was pretty ok. Rather than write a diatribe I will simply list the items I found unacceptable. List if things that went wrong: - no heat for the duration of our stay - blood and something else icky (#biohazard) on the mattress cover on the bed in our room see pics. Front desk said we could come down and get new sheets but they would not bring it up to our room. - front desk associate lied repeatedly about when the heat would be repaired telling us each day they were coming to repair it the next day - the front desk was still checking people into the hotel without informing them that the heat was not working - we had to go buy a space heater from Target - general manager told front desk associate to lie and say she wasn’t there Tuesday morning at approximately 9am while people were checking out. Saying it was her day off (she was hiding in the back office) I finally got her to come out of hiding - general manager charged us a fee for parking when we didn’t have a car. - general manager refused to provide a business card or name to identify her so a formal complaint could be lodged - general manager refused to honor the 50% discount we were offered by the front desk manager to stay a day earlier - Massachusetts Department of Health came to investigate multiple complaints related to lack of heat in the rooms Having been a long time HH member I don’t think this will prevent us from trying the brand again however I do think it will be a while before I will go back. And doubtful that I will ever book an #embassysuites

Staff were all polite.

The heat in our room was broken. The hotel staff were aware and never moved us to a room with heat. It was late December and very cold. We will not stay there again.

Location good. Breakfast buffet okay. Omelettes were the best part of breakfast

Bathroom floors and baseboards could have been cleaner in room

Su desayuno muy ricos

The vibe the set up. The pool breakfast.it felt like an appointment building

Toilet needed to flushes. No ice machine

Location was perfect. GREAT RECEPTIONIST. Food was excellent. Comfortable bed. Clean linen. Had a good stay. Will always go back.

Close to the children's hospital.

Fitted sheet for king bed did not fit the bed. It only fitted the 1 inch mattress protector so it pinged off immediately on getting into bed forcing me to sleep without a fitted sheet. We alerted housekeeping and the front desk the following morning at 7am, as we were going to stay an additional night in the same room. They also offered to clean the room and make the beds during the day as well as replacing the bad fitted sheet. After a long day at the children's hospital we returned and found the bed had not been made and the sheets had not been replaced and housekeeping had left for the day. We complained and they brought up a long flat sheet which was not fitted. Why did the front desk reception not alert housekeeping properly? Why are king beds all fitted with incorrect fitted sheets. If the fitted sheet does not fit over the whole mattress protector then housekeeping ought to h done something about it. Front desk claimed nothing could be done - all the fitted sheets had the same issue of not fitting the king bed We also had a sofa bed for the 8 year old daughter in the bedroom . It was not made in advance. Only a sheet set was supplied for her to use . No comforter - it's a Boston's winter- so she was freezing cold. A sofa bed ought to have a comforter supplied in the cupboard. Breakfast was poor- despite asking in advance for vegan milk by email and being reassured, it wasn't available and there was no staff to ask except the omelette chef busy making omelette. Front desk struggled to speak English properly and was not available. So we had to use non vegan milk and for a child there was just just cold cereal or breads for a child to enjoy as we were in a rush to be at the children's hospital before 7:30am. Breakfast was aimed at middle aged men with the omelette station... . No waffles, no pancakes, no whipped cream and sprinkles. No chocolate syrup for kids.