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“Have to ask for everything!”

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Hilton Boston Downtown / Faneuil Hall
Ranked #49 of 83 Hotels in Boston
Certificate of Excellence
GreenLeadersBronze level
Chicago, United States
1 review
“Have to ask for everything!”
Reviewed 23 December 2013

We were supposed to get free internet.. but we had to ask multiple people multiple days before we received it. Same with continental breakfast coupons. We never found the fitness center. And laundry costs are insance. $3.50 to launder a pair of boxers and no coin laundry to be found at the hotel nor nearby. However the rooms are a nice size, the beds are comfy, and the staff did work hard to meet special needs.

  • Stayed December 2013, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hilton Hotels & Resorts

Helpful?
Thank Laura H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Rating summary
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  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveller tips help you choose the right room.   Room tips (285)
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English first
Sudbury, Massachusetts
Level Contributor
3 reviews
Reviewed 23 December 2013

Great location right downtown, near Faneuil Hall, the North End and the Waterfront. Nice bar - but so many in the neighborhood, why stay in? walking distance to tons of restauranst 3-5 stars. Bedding was exceptional and room very comfortable. A nice mix of European luxury and American comfort.

  • Stayed December 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank ePoch7
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Connecticut, US
Level Contributor
109 reviews
40 hotel reviews
common_n_hotel_reviews_1bd8 90 helpful votes
Reviewed 19 December 2013

My family and I stayed at the Hilton Boston Downdown for a concert at TD Garden. The location of the hotel is perfect. It was a short walk to the T station and only two stops to the Garden. We were within walking distance of Faneuil Hall, which is always a great place to grab a bite to eat. The hotel itself was very nice. We had a deluxe double room on the ninth floor. Our view was of an apartment building which was fine for us. The room and bathroom were large and clean. The front desk employee Michael (Mike) was wonderful. He was super welcoming when we checked in, and very friendly to our kids. We will definitely stay here again.

  • Stayed December 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Kat1999
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Perth, Australia
Level Contributor
213 reviews
31 hotel reviews
common_n_hotel_reviews_1bd8 109 helpful votes
Reviewed 15 December 2013

After getting our baggage out of our car ourselves and wheeling the trolley into the reception area, we were told not to take the trolley any further - the staff had to take it to our room (too bad that zealous service standard didn't start at the kerbside).

The receptionist was rude and matter of fact. No welcoming smile.

The room appeared presentable - bedroom and separate sitting room, but furnishings were tired. Lounge chair springs had seen better days, the cushions were frayed, and the sofa bed's springs poked the occupant all night.

One of the TV remotes did not work, either did one of the phones. The room heating was abysmal - either too hot or too cold; the temperature settings meant nothing! Like another reviewer said, having the leave the window open to cool the room only results in street noise entering the room. One of the lifts/elevators emitted a loud screech that left your ears ringing.

Although having four guests occupying the room, only three towels were provided.

The shower didn't drain very well on the first day, got a little worse on the second day and on the third day a clump of black hair appeared during one of our showers - yuk! Reception was told and they said they would get "engineering" to look at it. Well, if they did, they were unsuccessful. Day four and the water hardly went down at all.

The restaurant service is outsourced - and the staff there are disinterested and rude. With tickets for continental breakfasts, we were told in no uncertain terms on the first morning that we needed vouchers for our children (which we didn't) because "this is a separate business to Hilton and we need to get paid somehow". They went and got two further vouchers themselves that day. Day two and we were again told that our children needed vouchers and would not be seated without them. A visit to Hilton Reception saw the situation sorted - children ate free. Too often the staff would disappear into the end room and sit down and play on their phones - obviously too engaged to make sure that the glasses, cutlery and crockery were clean before putting them out - so many had food particles stuck to them. Spilt food also was left on counters for the whole breakfast session - nobody bothering to clean it up. Choice of food was minimal and of poor quality - very poor for a Hilton.

When checking out, the receptionist asked if everything was OK with our stay. I said "no". The response - "would you like a statement of account?" With so much interest in guest satisfaction, it is no wonder that so many things were not working. They could do well to have a checklist to make sure everything is operational for guests' comfort.

There were only two Hilton staff who were helpful - the doorman we encountered on days 2 and 3 and another on the morning of day 4. Unfortunately the latter (Kenson) disappeared when we were loading our car (again without assistance) - we wanted to commend him for his friendliness and good service which others at Hilton Boston could learn from.

We've been to many Hiltons in numerous countries - this is by far the worst experience.

  • Stayed December 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
5 Thank JP-6014
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Brian_D_Martens, Manager at Hilton Boston Downtown / Faneuil Hall, responded to this review, 5 February 2014
Thank you for staying with us and for taking the time to provide your honest feedback. We pride ourselves on a warm and helpful welcome for all our guests at both our door and our front desk. We sincerely apologize that this was not your experience. Likewise, we are very concerned that our team did not address your satisfaction at check out. Our front office team is committed to using your comments to ensure we do not allow such an experience to reoccur. We are also very concerned about the room deficiencies you encountered. Certainly, there is no excuse for the number of issues you encountered. This has been addressed by both our housekeeping and engineering teams. Our guest room chairs and sofas are scheduled for replacement in the next few weeks. This follows other recently completed updates in all our rooms, including new carpet, fixtures and in-room safes. We are also terribly sorry for your experience in the restaurant. While it is true that we work with a strategic partner on food and beverage offerings, it is our responsibility to ensure our guests receive better service than you described. We sincerely appreciate your detailed feedback so that we can review it with our partner. Despite your concerns, we thank you for recognizing the team members you found helpful. We hope you will return to stay with us the next time you are in the area so we may better demonstrate our commitment to quality hospitality.
Sincerely,
Brian Martens
Hotel Manager
bmartens@hiltonbostondowntown.com
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Melbourne, Australia
Level Contributor
82 reviews
82 hotel reviews
common_n_hotel_reviews_1bd8 58 helpful votes
Reviewed 13 December 2013

I had an inside room on the top floor which was quiet and made for a good nights sleep. The bed was comfortable and there was a large TV. The room was a good size with ample space in the bathroom.
The hotel is situated less than 10 minutes walk to Quincey market in an ideal location for exploring the city.

  • Stayed November 2013, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Hunstow
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Boston, United States
2 reviews
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed 9 December 2013

Hotel is very conveniently located in downtown Boston near all attractions. But, our room was way too hot due to a poor ventilation system and had to leave windows open all night only to hear loud noise from neighboring night club which lasted up to 2 AM. Needless to say, we did not get a good night sleep. Otherwise, hotel room and cleanliness was adequate.

  • Stayed December 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hilton Hotels & Resorts

Helpful?
1 Thank Tom M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Brian_D_Martens, Manager at Hilton Boston Downtown / Faneuil Hall, responded to this review, 5 February 2014
Thank you for staying with us and taking the time to share your honest feedback. I sincerely apologize that the heat in your room led to an uncomfortable night. Our HVAC system is capable of providing heating and cooling year round. We will work with our maintenance team to ensure we deliver that to all our guests. We are fortunate to be centrally located in a popular part of Boston. We apologize that the need to keep your window open made the city noise more bothersome than may have otherwise been. We do hope to see you back again on your next trip to Boston.
Sincerely,
Brian Martens
Hotel Manager
bmartens@hiltonbostondowntown.com
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
New Hampshire
Level Contributor
10 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 25 helpful votes
Reviewed 9 December 2013

My wife and I chose this hotel for an overnight Saturday stay to celebrate our wedding anniversary, and it was FANTASTIC!
We arrived at the hotel late morning, and although our room wasn't ready, they let you store your luggage for free, and call you when your room is available. We set out sightseeing, and sure enough, around 2pm, they called to let us know our room was waiting. Check-in was super fast(I'm a Hilton Honors member), and even though the property was sold out, the manager seeing it was our anniversary, upgraded us to a HUGE suite, and complimentary breakfast vouchers. We were on the 14th. floor, in a corner suite, which had a wet bar, fridge, and separate living room and bedroom. You need your key card in the elevator to access the higher floors. I noticed that the younger, sweatpants wearing, duffle bag carrying crowd was on the lower floors, and the more mature, nicer dressing, rolling luggage, group was on the upper floors. The room(and the entire property) was super clean. I don't know how many people notice this, but when you walk in the front entrance, look-up, and you will se a beautiful mural painted on the arched ceiling.
As far as parking goes, I highly suggest taking The "T"(subway). The Aquarium stop(Blue Line), is a 5min. walk to the hotel. If you have to drive, and it's the weekend, park at 75 State Street Garage. It's $17 a day(5am - 5am), it's staffed 24/7,and you will not find a cleaner more secure parking garage. This parking garage is also only a 5min walk to the hotel.The only drawback, no in/out privilege, but that's not a big deal, since Boston is a very easy city to walk.

Room Tip: Ask for a high floor, and on the weekend use 75 State Street Parking Garage.
See more room tips
  • Stayed December 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank weege123
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Brian_D_Martens, Manager at Hilton Boston Downtown / Faneuil Hall, responded to this review, 11 February 2014
Dear Weege123,
Thank you for staying with us and commenting on your recent stay. I am delighted to hear you enjoyed your stay while celebrating your wedding anniversary and received a wonderful upgrade! Thank you for taking the time to highlight some suggestions to other future travelers who may not be familiar with Boston, I am happy to hear you were able to explore our surrounding area. We hope to have you and your wife back again in the future!
Sincerely,
Brian Martens
Hotel Manager
bmartens@hiltonbostondowntown.com
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Hilton Boston Downtown / Faneuil Hall

Property: Hilton Boston Downtown / Faneuil Hall
Address: 89 Broad Street, Boston, MA 02110-3509
Phone Number:
Region: United States > Massachusetts > Boston > Downtown
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Suites Wheelchair access
Hotel Style:
#34 Green Hotel in Boston
#37 Family Hotel in Boston
#37 Luxury Hotel in Boston
#48 Romantic Hotel in Boston
#52 Business Hotel in Boston
Price Range (Based on Average Rates): £££
Hotel Class:4 star — Hilton Boston Downtown / Faneuil Hall 4*
Number of rooms: 403
Official Description (provided by the hotel):
Built in 1928 as Boston, Massachusetts' first Art Deco skyscraper, the Hilton Boston Downtown/Faneuil Hall hotel is the ideal blend of historic charm and modern flair. The hotel is centrally located downtown just two blocks from the Harbor and near many attractions, dining and shopping options. The Hilton is a premier 4-Diamond full-service hotel with 403 deluxe guestrooms & suites. It features a full-service restaurant serving subtly sophisticated regional cuisine, and a comfortable bar and lounge. The Hilton also features a brand new, state-of-the-art fitness center and over 10,000 sq. Ft of meeting space. At the Hilton Boston Downtown/Faneuil Hall our team is committed to make your stay a memorable one. ... more   less 
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Also Known As:
Hilton Boston Downtown / Financial District Hotel Boston
Hilton Hotel Boston
Hilton Boston Financial District

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