Sheraton Boston, a Marriott Hotel

After the pool closed, we ended up packing everything and moving to the Marriott next door. A very kind woman at the Sheraton concierge desk stepped into the conversation and tried to help. While we packed, she brought a couple of stuffed animals up for the kids, which was so kind. Alexi at the front desk said the best they could do was refund our room, and that I’d have to book another property in the Bonvoy app. The concierge woman, whose name I missed because I was furious, called the Marriott next door and spoke with the house manager to explain our situation. We’d chosen this hotel for a family weekend because of the pool. We arrived early Friday and checked in without any trouble, then got changed to go swimming. That’s when we found out the pool was closed for maintenance and wouldn’t reopen until Sunday. I called from the house phone and was told it had been closed since Wednesday and that we could use the pool at the Marriott. That wasn’t easy with a 7-year-old, a 4-year-old, and a 7-month-old. When I went to the front desk to ask what they could do, I heard staff muttering, “here comes the guy about the pool.” I asked why we hadn’t been told ahead of time or at check-in. They said the closure had just happened and there wasn’t enough notice, but the woman on the house phone had said it had been out of service since Wednesday. Alexi lied to my face and turned pale when I pointed that out. He said notifying guests would have been too disruptive. I’ve never been treated so disrespectfully at a Bonvoy property.