Hotel Downstreet, an Ascend Collection Hotel

The rooms are spacious and the hotel is a short walk to MassMOCA - those things work well. What didn't work well is that the attendant at the front desk seemed gleeful to share that our room wasn't ready when we arrived around 12pm and to turn us away. Check in is at 3pm so that's understandable but she seemed happy to turn us away, even though our room was pre-paid. When we asked if our room would be ready if we return around 2pm, the attendant said if you come back ANY time before 3pm, you will be charged an early check in fee. We returned at 5pm to check in. We checked in, were asked to pay a deposit against incidentals but as we prepared to go upstairs, a different front desk attendant informed us that the key card machine didn't work so we had no key and someone would have to accompany us to our room to let us in. What?!! When we asked if the issue would be resolved the same day, we were told no because they were waiting for a third party vendor to do the repair. When we expressed how problematic we found this experience as guests, we were told it was a problem for them too since they had never dealt with this. Every time we wanted to get into our room, we would have to be accompanied by someone from the front desk. No notice was posted at the front desk explaining this issue. During stays at other hotels, when there is an issue, notice is posted at the front desk so everyone is informed. Many aspects of this experience were unsettling.

Property was very clean and view of mountain from window was awesome beds very comfortable and loved the hot tub and pool

The hotel is very close to the museum which worked well for us. The kids enjoyed the poo!

Restaurant in lobby. Kids room. Tv room.

Breakfast is granola bar and coffee.

Good value.

Really spacious and clean room. Loved the wood floor (and not typical hotel rug that you have no idea what's caught in there). Bathroom could use some update compared to the room, but not a big deal. We love the hot tub and indoor pool as well as the gym. The coffee area in the lobby was nice and convenient. But we really really love the restaurant "Door Prize." Incredible food and atmosphere.

Staff was very helpful and pleasant

Staff were wonderful. Bethany at the front desk was friendly and helpful!Very clean. Have stayed here numerous times and always have fun. It’s a good area with cute shops.

Location is great and generally reasonably priced.

Whoever designed the interior of the rooms it’s “bold” but not comfortable to be in visually. The toilet, bathtub and shower head are all ridiculously low (as in close to the ground). Had to duck to wash hair in the shower and the toilet is one of the lowest I’ve seen. ( ie it was very cheap for them to purchase) Overheard someone else complaining about the toilet at the front desk also.