The Eliot Hotel is a luxury boutique hotel. No doubt about it.
But something is missing in the service department.
The physical structure of the place is warm and inviting. My first reaction to seeing our room was that heaven must have had a sale on fabrics. From the linens to the drapes to the towels, there are plush fabrics everywhere. As result, the hotel is warm and comfortable and rather quiet given its location.
And, for a hotel stay in the dead of a Boston winter, there probably is not a warmer or warmer feeling hotel in town.
However, the warmth ends with the structure of the hotel. The front desk service is tops. However, the bar staff, cleaning crews, and restaurant staff just seem mildly indifferent. It's as though the hotel has "done enough" to compete as a luxury hotel and the staff lacks the incentive to do more.
And for the prices commanded by the Eliot (basic rooms starting at $350-450/night), the hotel should reflect a stronger commitment to serving its customers.
* Requests for additional pillows for the room required a couple of calls to the front desk (I offered to go down to the front desk myself but was assured the staff would handle it), and they were delivered an hour later.
* When we visited the bar (each evening over a 4-night stay), the bar staff were, well, just tepid. Simply not engaged with us or any other customer that entered the bar. I've worked in the hospitality/food service industry for years. Yes, when staff is busy, no one should expect endless, buoyant conversation. But we did not see the bar staff doing much of anything. Perhaps there is a management issue that translates into a lack of morale with the staff. Just a guess.
Yes, the Eliot is a contender for greatness. The look, feel, location, and pricing of the hotel put the Eliot in top tier range. And I am rooting for the Eliot to succeed! It has almost everything it needs to be one of the finest hotels. But the service needs to improve. A good hotel stay is more than bricks, motor, and, in this case, fabric. A worthwhile customer experience in a hotel requires consistent, friendly service. The current lack of good customer service is what makes the Eliot a good, not great, hotel.
- Official Description (provided by the hotel):
- The Eliot Hotel is set on one of the most beautiful boulevards in America, a stone's throw from fashionable Newbury St. shopping, Copley Place and Boston’s major art galleries and cultural attractions, as well as universities and research centers. This historic, boutique hotel provides European luxury and unique elegance not found in other downtown Boston area hotels. ... more less
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- Also Known As:
- Eliot Hotel Boston
- Eliot Suite Hotel