Needed an inexpensive room for a colleague during one of Boston's snowstorms, this place was nearby and looked nice. (Also, their website indicated 30 TripAdvisor reviews of 8.7/10). Booked at 3:30 PM; didn't receive email confirmation until 5:46 PM. 6:02 PM, my card was declined (second email at 6:05 PM, with a link to update the credit card that did not work). Called three times, was on hold for 10 minutes each time before being instructed to leave a message. No one called back. Another email at 8:24 PM said my booking was now cancelled. Finally, someone picked up the phone at Pelican Executive Suites (booking.com) and I was instructed to email them a copy of my ID, a photo of the credit card, and a credit card authorization form they'd email me. Provided this within 5 minutes, yet my colleague who arrived at 9:15 PM was not allowed access to the apartment because "they hadn't received my information yet." At 9:32 PM another email confirming receipt of my info, but they were still having problems processing payment - would paying cash work for me? At this point my colleague, who was at the property, got a phone number and extension out of what may have been the onsite manager. I called that number, spoke to yet another person, who said they were working on it, and would I hold for 5 minutes? 30 minutes later, after hearing from my colleague (who, despite just wanting to go to sleep, was not allowed the key until he was given a tour of the elevator and the apartment - and had to sign release forms covering charges and cleaning, and noise restrictions - $1000 fine), I hung up at 10:15 PM. Plus they have the audacity to charge an extra $25 "late fee." Nice place, HORRIBLE service.
This "hotel" is part of Pelican Stays. The organization has the WORST customer service. If you have any difficulty whatsoever, good luck. I am out $450 of a deposit that they agreed to refund in early October. Every time I call I am told that I will receive a call back -it never happens. After countless hours on the phone trying to resolve the issue, I am assuming it is a lost cause. The only thing I can do at this point is save others from being scammed. PS This is the first bad review that I have ever written about a hotel, so I am not someone who takes this lightly. They are charlatans.
I booked this apartment on the 26th September 2016 for 3 nights for the13th July 2017!!!!! So, 9 months before!
On the 8th July the company who owns/manages the apartments told me my credit card was declined. I contacted them and gave another credit card. This went on for 4 days. We were due to leave the UK the next day for Boston and they kept saying credit card declined even though I gave them 6 credit cards and they ALL had sufficient funds in them! They had obviously overbooked and did not have the balls to tell us. ABSOLUTELY DISGUSTING. So I frantically found a hotel out of Boston as Boston was obviously fully booked then for my family and I. Terrible experience of the US for our first visit. I would never trust this PELICAN EXECUTIVE SUITES. I called booking. com and they didnt care either.