Hilton Back Bay

It’s so sad that this hotel once used to be one of the best in the area. Now the location is the only good aspect. The staff have lost their attentiveness for their customer, almost seemed indifferent, and my room was not well cleaned like many others here have also noted. You’d expect during the pandemic that it might even cleaner than normal to get customers to stay. I have stayed at many other hotels in different chains over the past 6 months and this was by far my most disappointing one. Look elsewhere! Read less

I have never written a review here but I feel obligated to do so in this situation. A few weeks ago I flew to Boston to work and visit family & friends for the weekend. Decided to stay at the Hilton Boston Back Bay. CheckIn was smooth and easy, the people at the front desk were helpful & nice. I initially only booked for one night but after having a good experience the first night I went ahead and booked 2 additional nights. As I said, I was here for a few reasons so I did have exactly 4 people stop by to visit. My first 2 guests were business associates, older white guys. The both entered the hotel at separate times and never had an issue getting to my room. Actually the front desk helped my business partner locate an ATM as well as the elevator with never any questions asked. My boyfriend who happens to be Latino comes by and they stop him but only ask my room number. I get a call. They send him up. The usual... No real issues here. For some reason when my African American nephew comes into the building he gets stopped at the front door. No one ever calls me. My nephew texted and says they were not letting him up. OK I'll just come grab him not a problem. YET. When I get to the lobby I see my nephew standing at the front desk. He sees me. I speak to him and tell him its ok to come with me. The front desk clerk Jamie says "No sir you cannot go upstairs." I say "It fine he's with me.' Jamie "No ma'am HE CANNOT GO UPSTAIRS.' he's getting a little loud across the lobby. I'm the guest and we are headed upstairs. Jamie continues to now YELL at me from behind the front desk which is about 50-100 feet from the elevator which we are now on. "Ma'am ma'am if he goes upstairs I am going to have to ask you to leave." Repeatedly yelling and threatening. I didn't really know what to say or to think because I had never experienced such treatment before. So as I leave with my nephew to go have something to eat Jamie says "Ma'am can I speak with you for a moment when you return?" I suggested we do it now. He goes on to say that "if you don't know how to follow management's requests we are going to have to ask you to leave. (he's not a manager might I add.) As you know there is covid and what happens if that guy left here and died? we have no way of knowing who he is." IF HE DIED??? I then explained to Jamie that the young man was my nephew and he is a minor and that he does not have to show his ID to enter a room that I paid for. Jamie and I go back and forth for about 10/15 minutes. Guests begin to arrive in the lobby. He's scolding me as if I'm his employee or child. I walk away. Jamie shouts in front of guests "WHEN YOU RETURN CAN YOU COME BACK WE HAVE UNFINISHED BUSINESS." I did a complete about-face and stayed in the lobby until he worked with the other guests. Eventually he says a few more insulting and disrespectful things. More guests arrive. I tell him "Look we are not going to sit here and go back and forth over a minor not showing you his ID to enter a room that I paid for. AND You are not going to yell at me or talk to me like a child any longer." Jamie then says very loudly with a lobby which has guests in line waiting "Ma'am you are no longer welcome to stay here you have 30 minutes to leave." I HAVE NEVER in my life been asked to leave anywhere. Completely humiliated with over 800 of my dollars tied up in this stay. I leave and go upstairs. Call HiltonHonors (NO HELP)! They call the hotel speak to a manager ?Patrick? and the manager states that the situation has escalated beyond his control and they needed me to leave. MANAGER!!! WHAT MANAGER! I never knew there was a manager on-site. Jamie again threatens to call the police and have me forcefully removed (FOR WHAT I STILL DO NOT KNOW) . I go BACK downstair and YES there stood the manager. I explained the story. He asked me to go to my room and he would come up. After SUCH a heated and embarrassing exchange with Jamie I needed to take a walk. My concern was that if I left the building all of my things would be out when I got back. The manager assured me that my key would work. When I returned the manager came to my room & apologized & asked me to stay. Yeah all fine and well I was staying either way it went. THE ISSUES STILL REMAIN WHY was my nephew racially profiled? WHY was I asked to leave and told that I was not welcome? WHY did Jamie think it was ok to repeatedly yell at and disrespect me? WHY did Jamie lie about being a manager? WHY didn't JAMIE apologize?????? MY ENTIRE TRIP WAS RUINED AFTER THIS EXPERIENCE!!!!! NEVER AGAIN. Read less

The hotel location is decent if you need to be near Back Bay, but beyond that I wouldn't recommend it. I'm philosophically opposed to hotels, like this one, that tack on a mandatory "destination fee." Twenty dollars in this case. The self-parking was a staggering FIFTY-SIX dollars for a single night. The room rate adds up pretty quickly for a hotel with small, well-worn rooms. Read less

1. Upon entering the room for fist time, it was dirty to the extent that I found an old, used underwear on the floor ( + food remains) 2. Talked to the general manager about the incident, he was completely unapologetic and claimed that the underwear was not seen by the cleaners because it was dark in color. 3. Completely understaffed hotel, claiming that to be due to the pandemic and hence they only clean the room every 72 hours 4. Front desk person is serving several people at the same time, hence terrible service. 5. Stayed at other hotels during the same period and they offered complete satisfactory service. Wouldn’t recommend it to anyone Sami Said Read less