TownePlace Suites Boston Logan Airport/Chelsea

I fly into Boston a couple of times a year, and when I can't get an evening flight out, TownePlace Suites-Chelsea is where I stay. The rooms are great, it's close to the airport, the shuttle is handy, and the staff are outstanding. This time I realized while sitting on the plane that I'd left my single hearing aid on the nightstand. I thought, “There goes $3K.” I called the front desk and spoke with Stephano. He went to the room himself, found it, and called me back while I was still on the plane. He showed real empathy and said he'd ship it to my home. By the end of the evening, I was back in Arizona and already had a UPS notification that a package was on its way. I've always had great service here, but this was on another level. I'll keep staying at TownePlace Suites-Chelsea for all the other good reasons, and so I can thank him in person.

We arrived close to midnight after spending hours waiting for our lost bags at Logan Airport. The staff at TownePlace made a really stressful night much easier. Thank you especially to D and Jose, who did so much to help us. We had our 6-month-old baby with us, and their kindness, flexibility, and understanding meant a lot after such a long day. They made us feel welcome and cared for, and helped get our trip off to a much better start.

The hotel is nice and the location is very convenient, but maintenance problems brought my rating down. I've stayed four times over three months, and on three visits the elevators were out of service. The only rooms available were on floors 3 or 4, so we had to carry our luggage up. On my most recent stay, the systems were down at check-in, and troubleshooting and rebooting took more than 30 minutes.

The service and rooms are 10/10, and the free breakfast is great quality. I stayed four days, and this is now one of my top three hotels. I lost a phone, and they took care to make sure it was definitely mine. Security here is amazing.