Courtyard by Marriott Boston Downtown

The property feels outdated, the rooms are small and have an unpleasant smell, and the staff and management at the front desk were rude and inconsiderate. The surrounding area didn’t feel ideal to me, with many bars and a high presence of homeless people, and I felt unsafe. Cameras lining the hallways added to that feeling. The staff and management didn’t meet Marriott’s standards in my experience, and I think they should be retrained in customer service. Guests pay for a quality stay, but this property didn’t deliver. I strongly recommend that @guestrelations@marriott.com review it and take corrective action, especially with the front desk team, from managers to check-in representatives, so they better reflect Marriott’s mission: “To enhance the lives of our customers by creating and enabling unsurpassed vacation and leisure experiences.” I felt completely mistreated and don’t recommend staying here. Spend your money elsewhere, at another brand with better management and newer facilities for the same or even less.

The location is great, and the room was nice despite a few small flaws. I asked to switch rooms because I could hear my neighbors’ TV as if it were in my own room, and they moved me right away. The new room is beside the gym, so I can hear someone on the treadmill, but at least nobody’s running all night. It was quiet last night, and I slept really well until people started moving around at about 6 AM, which is fine. Still, after all my years as a Marriott member, this is the noisiest hotel I’ve stayed in. People talk loudly in the halls, and doors slam.

Tatiana was wonderful, and the only good part of this hotel for me. The walls are paper thin, so I heard a couple fighting on my first night. On the second, I could hear the mess between another couple and housekeeping after they apparently stayed past their visit. Now, on night five, I’m lying here hearing people argue and their TV. It may not even be that loud, but the walls seem about half an inch thick. I have a 3 AM flight and haven’t been able to sleep here. Construction woke me up with drilling and hammering at 7 every morning. I kept calling to complain, but nobody seemed to care. Reception even said, “Oh, I didn’t know construction was still going on, on the floor.” I can hear people all along the hall and the neighbors talking and watching TV. I’m here for work and have been exhausted every day. It’s so frustrating to wake up to that noise, and you couldn’t pay me to stay here again.

We’re finishing a long weekend here with my daughter, and the central location is handy for exploring Boston on foot. The rooms are spacious, though this Courtyard could use a renovation. We’re on the ninth floor, but the nightclub noise was still unbelievable. The theatre district is also the nightclub district, with clubs across the street and next door. At night, long sidewalk lines make it hard to get through, and the music was extremely loud around 2:30 to 3:00 this morning. There were sirens through the night too. We won’t stay here again.