Hilton Garden Inn Devens Common

We’d read plenty of bad comments and felt hesitant about booking, but the room was clean and had everything we needed. The woman at the desk was really nice and helpful when we arrived, and both waitresses we met were sweet. We ate the dinner and breakfast buffets there. I’d stay again.

The room issues just kept piling up, and when I told the front desk, there were no solutions. They even brought up that I was welcome to leave. That’s an insulting way to treat guests, especially when problems keep happening and management responds with accusations to make the hotel look better. We won’t come back. During our weeklong stay, staff entered the room twice without notice. Check-in was a problem, and there were also issues with staff trying to extend the room. Our room on the second floor had loud dripping sounds inside the wall, plus an odd smell from the sink and toilet, even though the room was clean. In another room, the bathtub overflow piece wasn’t positioned properly. The toilet had scratches inside, and housekeeping didn’t put the tissue back in its holder during turndown. The hot tubs were among the coldest I’ve ever seen. In the business room, a chair was missing a wheel. Staff said they knew about it but left it there for two more days. I nearly got thrown to the floor trying to sit down, and someone could get hurt. There was trash in the hall, and several boxes sat by the elevator for days. While hallway lights were being changed, wing nuts, washers, and wire caps were left scattered around. The management and professionalism here are subpar.

The room was comfortable and clean, and the staff were really friendly and accommodating. I had a great stay, and breakfast was a nice extra. It’s a lovely place to unwind.

The staff are great, though it seems like they’re underpaid. I’ve had similar jobs, so I understand. Maybe better pay would mean the maintenance crew wouldn’t be hammering in paintings or TV installations in nearby rooms at 9am on a Saturday. The freshly redone lobby is bright and light, but that new paint doesn’t do much about the sewer smell through half the hotel. Lobby coffee is available all day and night, but it’s often gone, and so is the hot water. You can hear neighbors’ phone notifications even at low volume. At least my shower had hot water. This place works if all you need is a roof and a bed.