Towneplace Suites by Marriott Framingham

My mother passed away while we were in California, so I couldn't keep the reservation. I called days later to ask for my points back, but they refused. I used to love this hotel because of Stephanie, who worked there, but I'm disgusted that they won't return my points after a death in the family. The communication is awful. If you book, call Bonvoy to cancel, because the woman there, Heather, will take your points, put you in a room, charge you money, and hold your incidentals. They come into your room at 8 in the morning even when you have a do not disturb sign. There's a $100 incidental fee, despite the restaurant not operating during renovations. Absolutely disgusting service. Don't stay here.

The rooms were quiet and comfortable, with the upkeep giving them a reliable, well maintained feel. I slept very well. Staff made the arrival easy with a warm, efficient check-in, and the lobby felt clean and calm from the moment I walked in. For the price, I thought the stay was very good value. I'd recommend it and would be happy to return.

The room smelled odd, and the bed was stiff as a board. We booked this for our honeymoon because online searches showed a pool, with pictures, but there wasn't one. The front desk employee confirmed the pool pictures were still online even though it had been gone for several years. He gave us a number to call. The hotel manager then said there were no pool pictures online and refused any compensation.

Check-in was friendly, but getting there was difficult because the location isn't great and the signs don't mark it well. It was also hard to leave and find food. The room had barely any lighting and was so dark that working on my computer was difficult.