DoubleTree by Hilton Boston-Rockland

Staff ! Went above and beyond ! I wish I could remember her name .

No complains

convenient location

breakfast was too expensive...

All very good

My husband and I had a horrible experience here. We got married at a venue about 20 minutes from this location and thought it would be a convenient place to set up a hotel block for our wedding guests. We toured the hotel with the manager, Kathleen (Katy), and were immediately disappointed by the level of customer service. We mentioned that we had been communicating with her via email and phone, and she responded by saying she didn’t remember us because she is so busy. This was especially frustrating since we had just spoken with her a day or two prior. We understand she likely meets with many people, but that came across as very rude. At the very least, it would have been nice if she showed some interest in our business. Despite this, we decided to move forward and book a hotel block because of the location. At the time, she told us we would automatically be upgraded to a suite when we booked, since we would be getting ready there on the wedding day—she just asked that we notify her when we made the reservation. In November 2025, we were told that the upgrade had been applied. However, when we checked in the day before our wedding in April 2026, we were given a standard room. We went back to the front desk to explain the situation and were told that all suites were booked and that the upgrade must not have been processed when we were originally told it was (by Kathleen). This was extremely frustrating, especially since we had arranged this months in advance. The front desk employee, James—who was very kind and honestly the only reason I stayed calm—offered us a discounted rate for a junior suite. I declined because I wanted the suite we had been promised. He went back and forth with management several times trying to resolve the issue. At one point, my husband even offered to speak with the manager directly to help move things along. Eventually, Kathleen came out, didn’t speak with us at all, and simply went into the system to “fix” the issue. She handed us new keys and stated she was going home because she had been there since early that morning. We went up to the room expecting the suite we were promised, only to find it was still just a junior suite. At that point, we didn’t have time to go back downstairs because we needed to get to our rehearsal. To make matters worse, when my sister checked into her room, she was offered a complimentary upgrade and was also placed into a “junior suite.” This made it clear that what we were given was not the suite we had originally been promised. Later, the hotel texted to ask how our stay was going. While driving to rehearsal, I responded and asked if we had been placed in the suite we were originally promised. They replied that we were in an “oversized King Jr. suite with a sofa bed.” I explained that we had been shown a completely different suite in November—one that was much larger and had two sinks in the bathroom. They responded by saying there “should be two sinks in that room,” which was simply not true. There was only one sink. They then told me we had “one of the nicest rooms in the hotel” and apologized for the inconvenience. On the morning of our wedding, getting ready in the room was cramped, and our photographers had very limited space to work. What should have been a relaxing and enjoyable morning turned into a stressful and frustrating experience. Overall, the management and communication were extremely disappointing. Frankly, James at the front desk demonstrated far better customer service and professionalism than the manager. We also submitted a formal complaint afterward and never received a response, which is why I am writing this review. I would strongly recommend staying elsewhere.

Be careful with this location. It was very dirty- in fact, my toddlers found a used condom and the manager, Derek, refused to take responsibility for it. Instead, his solution was to kick us out of the hotel for not taking no for an answer. Terrible management and service.

Very nice and clean

N/A

Clean and kind staff

No laundry. Restaurant very expensive