My stay at the W Hotel Boston was disastrously far from what one would expect from a Marriott co-branded establishment, traditionally known for their high standards and quality service. This experience was an unfortunate deviation from the norm, leaving me thoroughly disillusioned. Upon arrival, we were supposedly "upgraded" from a "Wonderful King" to a "Spectacular King" room. However, the so-called upgrade was a farce. The room, while larger, was cluttered with impractical, oddly-shaped furniture, rendering the extra space utterly useless. The anticipated view was nothing more than a dismal glance into an alleyway. To add insult to injury, at check-in, we were blindsided by a $35 per night destination charge on top of already premium rates. This fee, meant to be a food and beverage credit, felt more like a compulsory minimum spend at their overpriced restaurant and lounge—where a simple breakfast for two astonishingly costs around $60. Moreover, this credit was not automatically applied to our account as promised, leaving us to chase down refunds. Our room, number 1103, offered a view of nothing but the alley, subjecting us to nightly disturbances from the loud club located behind the hotel, along with disruptive street noise, garbage trucks, and other late-night commotions. The room's proximity to the stairwell further ensured a rude awakening each morning due to the sound of people traversing the stairs. Despite the room and its furnishings being noticeably old and dated, it's worth noting the sheets were of high quality—a small consolation in an otherwise disappointing setting. The incompetency extended beyond the room itself. Our room keys were inexplicably deactivated after just two days, and requesting reactivation from the front desk turned into an inquisition, with staff displaying a shocking level of rudeness and discrimination, especially towards my partner. This behavior was not only unwelcome but highlighted a concerning level of bias and disrespect from the front desk staff, seemingly influenced by race and sexual orientation. Even attempting to work in the lobby lounge was fraught with challenges, from being interrogated about our presence to being outright ignored when requesting beverages. The entrance was another point of contention, manned by staff who neither assisted with luggage nor offered basic courtesies like door opening, instead choosing to be confrontational. Our grievances were communicated to management, only to be met with indifference, as they opted to commend their staff's appalling conduct instead of addressing our concerns. This experience was the epitome of anxiety-inducing, plagued by constant uncertainty and dread over what unpleasantness would come next. In conclusion, the W Hotel Boston is a stark departure from the Marriott brand's reputation, proving to be a stressful and regrettable choice. I advise against staying here; there are far superior alternatives that truly understand the essence of hospitality. This establishment is unworthy of its "premium" label, a genuine letdown in every aspect.…
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.