Hilton Boston Back Bay

I would not recommend this particular Hilton. I’ve stayed at many and this one has the worst service. We couldn’t event get real utensils. The heat is controled by the hotel and had to ask to get it warmer. The food is mediocre very over priced ($ 19 for a bagel and egg) and served in boxes but no microwave. Parking is $ 40 a day and no valet! Was planning on staying for 5 nights but no way.

I came from a Holiday Inn located in New York City, I was on vacation and visiting some family. I was very impressed with this hotel and the location. Very clean and friendly staff. Helpful whenever we needed them. Walking distance from almost everything we wanted to do! The rooms were spacious and up to date! Deffinately recommend it and will most likely book again if in town.

I held off on writing my review because I brought forth a concern on 1÷21÷16 that has yet to be addressed. I arrived ¹⁄₂₀ for business and was assigned a room. The front desk check in was pleasant and my room was clean and pretty basic. However, in the early morning hours the next day, I heard knocking that almost sounded like someone was using a hammer or hitting metal. I went to grab breakfast and do some work before checking out. While gathering my belongings, I saw what looked like a bug on the bed on which I slept. Not really knowing what kind of bug was crawling on my bed, I quickly checked all of my belongings. Now worried, I finished packing and checked out, notifying the front desk of my findings. I presented a picture on my phone to the front desk where the employee took the phone to show a manager. I was informed the room would be inspected and I would be notified. Additionally, I was told my credit card would not be charged until the matter was resolved and cleared. I would then be emailed the invoice/​receipt. That was ¹⁄₂₁. It is now ¹⁄₂₅ and I had to call and follow up this morning. Rather than speak with a live person on the phone, I was transferred to a line where the individual’s (a manager) voicemail came up. I left a message. It is now close to end of business on ¹⁄₂₅ and I have yet to receive any update on the manner. Having expressed my concern about the bug issue, I would’ve expected a quicker follow-​up. Although some of the people I dealt with were pleasant, I am highly disappointed with the follow-​up or lack thereof in this case. This is one of the rare times I have stayed in a Hilton and given this matter, I am not sure I would want to stay in one again.

I moved my room twice in one evening. No hot water in the morning. In the evening, moved to another room, which had a broken thermostat — no heat.
Asked for a reduction in the room rate, and they said no — the reason they gave was related to the room being booked through my company. Many others in my company complained about no hot water.
So I guess if you book the Hilton for a 500 employee company kick-​off and there is no hot water, then Hilton cannot provide any discount. Will not go back.

If you enjoy cold showers and rooms that smell horrible, you will love it here. But, if you prefer hot water showers and a clean room, this hotel is probably not for you.

This is a great hotel in a perfect location. The staff seems great, the gym and pool are nice. It seems very reasonably priced for a very nice property.

20 people on line. 2 people working at check in desk. Super amateur for such a big brand.

The heat did not come on all night. Instead, I got cool air.
The one-​touch customer service number rang 10 times. Someone picked up and put me on hold.
No room service menu in room.
Asked for early check-​in in advance. Not able to check in until after 4 PM. Front desk said it depends on housekeeping. Hint: hire more people.
Lamp by bed does not work.
They have a card on the desk saying if I have a problem, let Hilton know. Card has no contact info.
Room is clean and in good shape.
Just expect a lot more for the rate.

After a terrible Hilton experience in Portsmouth, NH, we were given a Hilton free stay pass to any Hilton in the US to give them another shot. We were understandably gun-​shy about going back to the brand after such an excruciatingly bad last stay, but we were pleasantly surprised and delighted at the turnabout experience at the Hilton Boston Back bay!
At the time we stayed, there was a ton of construction surrounding the hotel. They even had police outside trying to direct the traffic because there was construction on the street, on nearby buildings, and on sidewalks. When we did manage to get into the breezeway, we were guided into their self-​parking garage, and took the elevator down to the lobby. Inside, the décor was clean, inviting, and fresh, with a bright and airy feel. Our front desk attendant was helpful and accommodating at check in, and we had no problem getting our room promptly.
Our pass was for a king bedroom, and ours was beautiful. The room was expansive with wraparound bay windows, a gorgeous bathroom, and the most surprising of all: AUTOMATIC BLINDS! I was so stoked. I played with them for a good 3 minutes before I saw our view, which was the new building going up right in front of us, covered in construction orange fencing, and blocking any semblance of what could have been a view. Le Sigh. Undaunted, we left the sheers closed, and remarked on the cleanliness of the room, and the perfectly soft yet supportive bed. The sheets and towels were plush and well-​kept, and I was very happy to see boutique-​level prestige bath products on stock, as well as chocolates on the bed.
The regular cost for this room would have been more than what we paid for the hilton hotel in Portsmouth (over $ 400), but this hotel actually was WORTH the price. This is what a Hilton should be, this is the Hilton name and legacy proving why Hilton continues to be a timeless beacon in the industry. We absolutely would stay here again, and it was a refreshing change from our previous Hilton experience. Maybe Portsmouth Hilton should come stay here and figure out how it’s really done? Just a thought…

Where do I begin here?
Here, let me set the mood. I’ve stayed in a hotel for $ 100 a night in Miami with better and friendlier staff and service, than I have paying $ 400 a night here at this lovely, Hilton Back Bay.
What an awful excuse for a hotel. So I’ve set this up nice and neatly and maybe they will receive my message. Unfortunately I booked a 3 almost 4 week stay here and it ranks up there on the worst decisions of my life.
I. Staff
Have you ever seen one of those zombie movies where the people already look dead and have no sense of hope in their eyes, just misery? Yeah, thats a perfect picture of the staff except for the exceptions of Calvin (front desk), Sharon (phone service), and Alina («Starbuck’s» barista (poor excuse for a Starbucks)) They know what hospitality is all about. These uneducated people made the mistake of charging me TWICE. Yes not one, but two times for a 14 night stay in this building you call an establishment. So, I was missing almost 8 grand when I only had to pay 4. Not only did they lie about the progress they were making on this issue for almost a week, but they gave shallow apologies and lacked a complete sense of empathy for what they were putting me through. Also, don’t stay here if you don’t like to receive random knocks on your door in «error» at random times in the day. These people are miserable, so guys, do us a solid and quit your job although you might not have to worry about it once I’m done with this review because I will go above your team of «management» you call the monkeys behind the scenes. Oh by the way, Eve, I never got the towels I asked for. So I thank you personally for making me stand ass-​naked, cold, wet waiting for them. Thanks for nothing.
II. Room Service
Room service is good, thank you Sharon for being so lovely and a great asset to this train wreck of a hotel. Although twice they’ve forgot to bring my food (an hour late) and I’m not positive but I don’t think a cheeseburger is a breakfast sandwich messed up 3 times. Get your stuff together Hilton.
III. Amenities
The pool is pretty nice, hot tub is great, gym is almost always empty which is how I like it. You guys should get a sauna too. Wifi for $ 15 a day? Lol. Sheraton charges $ 9 a day and I’m pretty sure I would be over there if I could get a refund from you people. Anyways, just average. Oh don’t forget the 50 $ a night parking! Lol.
IV. Housekeeping
Wow, I saved this for last because this is the shittiest part of the hotel and I don’t feel like writing so long, my hands hurt ha. So. I have a small 11 week old puppy. He is a toy breed and will not grow. He doesn’t piss a lot he doesn’t poop a lot.. He is a registered and trained and emotional support dog for my PTSD, I can’t sleep without him. I sent these people his paperwork and certificates upon arrival. He peed on the duvet but I cleaned it off the best I could with cleaners from CVS. So the next day, I scheduled housekeeping to come at 1. We sat out on the patio and came back at 3 only to find our room NOT CLEAN. I work online. I need a clean room, privacy, and can’t deal with bullshit like this. They locked me out of my room and I had to go to the front desk to RESEND my paperwork for the dog to the front desk. Then after shallow apologies, they told me I would have to pay 1500 $ to replace the mattress the dog pissed on. Yeah right. I try my best too keep calm but this is my final straw.
Overall, the people who run this hotel are liars to cover up anything that might get them in trouble, do not stay here.
And to the hotel people who read this, I am never staying here again. Hilton is an awful experience and I will go higher up to make complaints.

This will sound like a compleburn, but this is a great hotel, especially for a Hilton. I stay in hotels ~100 nights a year and rarely write reviews, but I wanted to give the Hilton Back Bay some props:
— Great indoor pool and hot tub with skylight for outdoor feel — outdoor pools are useless in Boston
— Incredible gym — cardio (even two rowers), free weights (even cable machine) and a full gym-​style locker room
— Real spacious room, with great natural light, a real mini fridge (that you can use, not stocked with candy bars that charge you $ 20 if you accidentally nudge them)
— Great, big desk for work, comfy bed, free WiFi
— Friendly maids — I usually am annoyed if they knock when I have the do not disturb sign up, but she simply wanted to know if I needed any more toiletries or another bottle of water (which I did, even though the room comes with 2 free)
This isn’t the newest or most modern hotel around, but it also doesn’t feel particularly dated. The elevators can get quite congested at certain times depending on if there are big groups staying together.
All in all, this is great value for downtown Boston — I would stay here again and recommend it to a friend.

We recently stayed at Hilton Back Bay in Boston, MA, to attend a concert at Fenway Park. Our stay at the hotel was amazing, the staff all offered a warm welcome, and the room offered a spectacular view of the city. I would dare to say that the service/​room we received was above and beyond that offered by many of the amazing Hilton New York hotels.
We came in by train, and the Back Bay station was a convenient 10 minute walk. We were contacted ahead-​of-​time to complete an Online Check-​in, which definitely saved time once we were greeted by many smiling, welcoming faces at the front desk (20 seconds from counter to getting key).
The room we stayed in was the same as one we had 8 years ago (how did they know?), offering amazing panoramic 120-​degree views of the city at a quiet hallway end. We visited the concierge-​lounge for a quick Starbucks coffee and soda, and then went on to explore the city and enjoy the concert at historic Fenway stadium.
When we returned from the concert exhausted that evening, we were welcomed by a spectacular surprise where the staff had provided champagne and chocolate-​dipped strawberries to celebrate our anniversary (again, how did they know?). With a clear excuse to stay in for the evening, we relaxed and started to plan our next trip to Hilton Back Bay!

Horrid experience with room service. The menu/​instructions are completely misleading. They say «a knock on the door will let you know your meal has arrived — thoughtfully packaged and delivered in a disposable Kraft bag.» To me, this implies that the food will be left at the door. If it was perhaps a platter, I would expect to personally receive the food. But no. It says «disposable…bag.»
The thing that really makes me mad about this is that I had a «do no disturb» sign on my room. I would expect one knock and then the food left at my door. But no. I received multiple knocks and phone calls that ultimately woke me up. I had ordered the food, then went for a quick nap (reason for do not disturb), and when I had woken up, expected the food waiting for me at my door. None of this occurred.
Service is far less than adequate from all staff involved. Staff are ignorant of their job and menu descriptions at best.
I expected far better from such an expensive and coveted hotel.

06÷10÷15, 1 night stay.
Overall, my experience was positive. On the day of my checkout, I received an email from the Front Office Director. I noticed some negative reviews in the past couple months, so perhaps this is a good attempt to prevent any more of those. (My response to him is included below, as it summarizes my overall stay.)
I paid for my stay with points and money. I’m not sure I’d have wanted to pay money for the entire amount of the original advertised rate, based on general quality in comparison to other properties in this rewards category.
I booked my room only days before my stay. I was on the 17^th floor (of a total 24 or 26 floors), which was an HHonors floor.
My email follows:
Hi Tommie,
Thank you for the prompt and personal message.
This was my first stay at your hotel. Overall, it was rather pleasant.
I arrived in the late afternoon yesterday. There was a large tour group of some type that was quite noisy. It would have been lovely if they’d have had a more appropriate place to conjugate, and the front desk staff and I didn’t have to yell at each other. Aside from that, your staff was incredibly friendly and helpful.
I chose your hotel primarily for its proximity to Fenway. I was happy not to have to deal with traffic or trains during my stay.
I returned to the hotel some time between midnight and 1 am. I was displeased that the side door was locked — not the most convenient for a single, female traveler. (A keycard-​prompted entrance would be useful.) I entered through the front doors and was stopped by someone asking to see my room key. Initially, I was annoyed (again, wondering why there couldn’t just be a card reader). But then I was pleased to consider that added security was available. I purchased some items from your snack bar and, again, was pleased with the friendliness of your staff.
This morning, I enjoyed my continental breakfast in your Diamond Lounge. I appreciate that it was open until 11 am (unlike most places that close at 9 or 10 am, even on weekends), the food was fresh, and that there were even individual servings of Starbucks coffee.
I would like to apologize for an error on my part. When I arrived and was greeted by Hassan, I expressed my disapproval that your hotel advertised valet parking for $ 43, but I arrived to find self-​parking for that cost, instead. He offered me a discounted rate of $ 25 for which I was appreciative. Of course, at this time, I have rechecked your website and see my mistake. I’m sure I’d confused your location’s information with another.
I would like to take time to give extra thanks to a member of your staff, Miss Sidneia. I’m staying in Cape Cod for the summer and had nearly returned to my summer home. Only then did I realize that I’d left a pricey yoga mat and sentimental bag in my room. Miss Sidneia offered to checked on it and return my call, which she did in less than an hour. I’ll be returning to Boston in a couple of weeks, and she’s offered to hold my bag and mat for me until that time.
I’m sorry to report that I didn’t find any remnants of the old Mechanic Arts High School in or around your hotel. I am a history buff, and I would love to see or read more about its vestiges in the future.
I plan to return next month for another Red Sox game. Although I’m happy to cheer for them over the Yankees any day, they’ll be playing my team (the Seattle Mariners) then, so my pride will have shifted then. However, I’d happily like to return my loyalty to your delightful hotel.
Regards,
Lillian

Recently checked out of the Hilton Boston Back Bay and I had an overall good experience. There’s a bar and café on the main floor — never got to check out the bar but the café did the trick. The room was clean, housekeeping was great, everything was comfortable and relatively new. I didn’t have any bad experiences with any of the employees — the hotel is in a good central location.
My only con to the whole trip was the outrageous cost of the WIFI $ 14.95/night and the kicker is that the WIFI hardly worked the entire time I was there. I complained to the front desk and they removed it from my bill, but still reducing one star for the gouging price of a well below average service.

Stayed here for 1 night for a business meeting. There’s a few good things about this hotel, such as its location, the gym and the pool. However, this Hilton property falls short of every other hotel I have ever stayed at. To start, there was only 1 associate at the check in desk, so it took about 15 minutes for us to check in. The associate was extremely rude and I felt he was about to yell at us. We had requested an early check-​in and a king sized bed. They could not give us the king room, which is understandable with early check ins, but not with the demeanor or rudeness of this associate. He then proceeded to tell us that the double room they will give us does not have a good view and he does not want us to complain about the view later. Seriously?!
Anyway, we were only staying for 1 night and I had an important meeting to attend to so I needed the room to change and shower after a long flight, so I took it. The room was okay, spacious and comfortable. Indeed, the view was terrible. The bathroom however was narrow and awkwardly designed, with the toilet nearly touching the door as it swings to open and close.
I think the associate realized how rude they were, so he called in to check and see how things were, and later offered to give us his personal umbrella to walk outside in the pouring rain as the hotel does not give out umbrellas.
Still, it seems that the staff are under-​trained and that they pretty much all act as if it is their first day at this property. For example, when we first arrived the bellhop did not assist with luggage. Second, we wanted to go to the Hynes convention center, one of the associates instructed us to walk outside up to Boylston street (in the rain, hence the need for an umbrella) when all we needed was to enter the Sheraton next door, which is connected to the convention center. Third, none of the housekeeping staff smiled or greeted anyone in the hallways. Fourth, upon checkout we asked for a taxi, and an associate told us that one would be outside. She walked us out, and asked us to wait outside for one while the bellhop gets one. I do not understand why anyone would wait in the cold.
All in all, I do not recommend this hotel based mainly on customer service. I would stay at the Sheraton next door when in the area.

Came to Boston for the first time for a conference. The Hilton is conveniently located near the convention center. You can stay indoors for the most part to get to it if you cross the street to the Sheraton and go through there. It was too cold to walk outside in our suits so thank goodness we discovered this path. The hotel doesn’t provide umbrellas but the associate at the front desk gave us his.
We were greeted at guest services on arrival, and he was incredibly rude. We booked a king bed room and he insisted he only had 2 doubles available for my husband and I. Whatever we took it. The bed is very small for 2 people and we weren’t happy about sleeping separately. Especially being a Hilton Honors member I expected better customer service. We had to pay the same price for a room we didn’t want. This would never happen at the Marriott. The room is spacious and nice. Our view was bad over looking construction. He told us, «I only have a room on the 6^th floor, I don’t want you to come back and complain about the bad view.» WHAT!!!
The gym is very nice. They have a decent pool but I didn’t use it. There’s a Starbucks in the lobby, of course.
I would never come back here again. Save your money for another hotel, where if something like this would have happened, they would go out of their way to try to make up for it (eg breakfast, dinner voucher), instead of speaking to you like that.

A friend was staying here and it was easier for me to stay with her than go home, so here we are.
The lobby was nice and so was the room. Nice view, good temperate control (we were freezing when we got in and soon thought it was too hot when we turned the temperature up because we knowingly put it high thinking it wouldnt go that far), HUGE comfy bed but… the sheets were on backwards? We got in and the opening of the duvet was in our face… and the pillows were impossible to sleep on because they were so big (unless you want a neck cramp).

I was here for a conference for 5 days. The room was very spacious, which is hard to find in the downtown Boston area. I didn’t have any issues with the plumbing that others have mentioned-​in fact the water pressure was good. It is an older building and I think the hotel has done a good job of keeping a modern feel that preserves some of the historical details.
The room had a mini-​fridge, so I was able to keep milk in there for my coffee. Though, by all means, I would encourage people to go to the hotel restaurant for breakfast. I spent the first four days avoiding it because I wanted to try other places, but on my last day, I realized it was the best place to get an early morning breakfast-​especially in the midst of a conference that had flooded Copley square.
As others have said, the location is excellent-​you can cross the street and get to the mall. Plus, you are only a few blocks from Newbury Street. If you stay during the winter, they offer hot apple cider for guests in the lobby, which was a nice touch. There is also fruit-​infused water. The Starbucks in the lobby is conveniently located, as well. Though, if you are lactose intolerant, they don’t have soy milk.
The gym and pool are very good. There is even a shower and locker room, so you don’t have to trudge to your room in a wet bathing suit.
Overall, I would recommend staying here. The staff were extremely helpful and kind.

In town for business, stayed where the conference was being held for convenience. This reminds me of the «Little Hotel that Thought It Could.» It’s old and trying to be new, with a few updated light fixtures and a couple updated items in lobby.
The rooms, the most important part, are decent size (except the bath, it is hard to maneuver around the toilet) In fact most of the problems stem around the bathroom. The water was slow draining, but not enough to complain. Until the next day when I was about to shower and saw what looked like sewage toilet paper grossness in the tub. Never mind showering for the day. I had to call guest services, and yes the man was apologetic saying it just backed up and sent someone to fix it. When I returned a little over an hour back to my room, it was fixed but the grossness was splattered EVERYWHERE. On top of the toilet, on my toiletries in the shower, on the side of the tub, on the floor, oh and maybe one of the room wash towels was used to wipe up as it was covered in this grossness and left on the side of tub.
My husband had to call a couple hours later to have housekeeping come by, we thought they would be in sooner. Maybe if this was isolated and the only negative I wouldn’t let it hinder my rating too much, but a couple items left me not happy.
The bathroom has no fan (although maybe at one time it did) I could see what looked like a fan and maybe when renovating they just decided to not have them hooked up, so you need to leave the door open while you take a hot shower otherwise the entire bathroom and all your stuff will be dripping wet. There were hairs in the towels which was gross, but another thing I could get over. Next, our coffeemaker was broken. It worked, but the lid was snapped off and was annoying. Even the iron was missing a piece. I can deal with outdated décor but when it comes in the way of utilization I start getting annoyed. Next, the employees at the Starbucks in the lobby were not friendly whatsoever. Maybe they are new or never have been to a Starbucks, but they just gave me cold stares and that’s about it.
If I was on vacation and not work and I paid for this, I would be sore. It is in a decent walkable location and the fitness area is very nice (minus no wifi in workout area.) The front desk answered questions but nobody really stood out as friendly or going out of way. I seemed to frequently get bumped from the wifi in my room. So if you get a room at a good price it’s an ok place to stay, especially if you aren’t going to be in your room much, but I’d rather stay somewhere a bit nicer.