Great location, but service and housekeeping could be improved
The hotel is in a very convenient location, especially for anyone visiting the Longwood Medical Area. The complimentary shuttle service to the Longwood Medical Area was a definite plus and made getting around much easier.
The main downside was the service. The reception staff generally came across as rather unapproachable and unfriendly, which made the overall experience feel less welcoming.
On the night of 13 July, the toilet in the master bedroom became blocked. I reported the issue and requested for someone to attend to it after 1pm the following day. Unfortunately, no one came, and there was also no response to my requests through the Hilton app. A senior staff member eventually tried to assist, but by then it was already past 10pm on 14 July. Having the toilet issue unresolved for more than a day was quite frustrating.
Housekeeping could also be more attentive, especially for stays longer than three nights. Basic supplies such as shampoo, conditioner and detergent should be checked and replenished when needed. On one occasion, the recycling rubbish was also not cleared. The kitchen rubbish bin was not placed back in its original position after housekeeping and was instead left in the middle of the passageway towards the fridge.
These may seem like small details individually, but together they gave the impression that housekeeping could be more meticulous.
Overall, the hotel has a good location and a useful shuttle service, and the stay was generally acceptable. However, improvements in front desk service, responsiveness to maintenance issues and housekeeping attention to detail would make the experience much better.
