Hampton Inn and Suites Boston/Waltham

I’ve stayed at different Hampton Inns for years, and this is the first time I have had a bad experience. With that being said, if I could give 0 stars I would.nnOverall, my stay was pretty good. But on my last night, I got back to my hotel room and tried unlocking my door to find that it was bolted from the inside (I know, it’s as weird as it sounds as I didn’t even know this was possible). I went down to the lobby to tell the employee at the front desk and he came up with me to check it out. He eventually said he didn’t know what to do since he had never experienced this before (understandably so). So he asked that I wait in the lobby while he tried to get something to unlock it with.nnI waited for about 10-15 minutes with no update from him. Eventually, I realized he was attending to a different customer. I patiently waited till he was done hoping for an update, but still nothing. So I walked up and asked what was going on and he said he was still looking into it. After about 10 more minutes, he came up to me and told me it might be a while as his manager was on the way. I asked him how long and he said about an hour. I looked at the time and asked so I’m expected to wait in the lobby till 11:15pm and he said “yes.” I then insisted on getting another room to wait in in the meantime because I found it to be unreasonable to expect me to wait in the lobby for a whole hour so late at night.nnAfter about 35 minutes waiting in the other room, he called me and said “you’re all set”??? What kind of update is that? Was the latch broken? Was there a stranger in my room? Is my room even safe to stay in for the night? I expected at least a proper update on the situation.nnWhat irritated me about this whole issue was that the employee was so nonchalant. He showed no form of remorse and did not even apologize for even one second. I understand that the issue was not his fault but his nonchalance was irritating.nnI hope you all are able to teach your employees to have a sense of urgency, concern, and empathy when dealing with situations like this.

Contemporary hotel, spacious rooms with all the necessary amenities I am use to having staying at this hotel brand. This hotel also follows all covid guidelines which is reassuring .

I take off a star because even though they said they disinfected and cleaned the room, I found this piece if blonde hair. My boyfriend and I have kinky black hair so I knew it was here before and that kinda grossed me out. I also take off another star because i wanted to make tea but the coffeemaker had all this gross stuff floating in it so it would of been nice if it was a lil clean. The stay was good and the bed was comfortable and didn’t make any noise ( ud83dude09).

Check in was super flawless and fast! Everything is new and sparkling clean. Highly recommend it!

The hotel is new and clean. The COVID precautions appear to be excellent. However, none of that can help explain the incredibly uncomfortable bed. This was our second stay here; we experienced a horrid bed the first time, and hoped it was a fluke. Our second stay was just as disappointing. The mattress was so broken and soft that anybody with back issues better stay far, far away! We travel often and never have any issues; we are very low-maintenence. Yet, this hotel is the one place where we clearly cannot sleep. It took us days for our backs to recover from staying here. *Note, we are in our mid-30s and early 40s!