Extended Stay America Suites Boston Marlborough

Our flight was delayed, so we reached the hotel at 3 AM with our small child. The young man at the front desk seemed high and completely out of it. Even after I showed him the confirmation number and proof of payment, he stared at the screen for half an hour and couldn’t find our reservation. By 3:30, our child was falling asleep on the lobby floor. I finally asked him to give us a room so I could put our child to bed and sort out the booking later. He gave us a key to room 123 and came along to show us the way, but we spent ten minutes walking around the first floor because he couldn’t find it. I found the room myself. When he opened the door, people were already sleeping inside. I can only imagine how frightened they were to have strangers walk in during the night. Back at the desk, he looked again and then said there were no rooms available. They sent us out into the street in the middle of the night with a small child. The desk clerk was incoherent and unprofessional, and clearly wasn’t in a fit state to work. Later, the manager marked my reservation as “no-show” on Booking. I had to contact Booking myself to get my refund, which I did, and the hotel manager never apologized. He was just as rude and incompetent as the clerk. The whole place smelled like weed, and a drunk or homeless person was lying near the entrance. This was the worst hotel experience of my life. We were turned away, and the hotel was a nightmare.

I’ve lived here for nine months, and most of the experience has been great. The staff are mostly awesome. Curell is always up for a video game chat or sharing what’s going on that day. Grazie makes you feel welcome, like your favorite aunt asking you to have coffee. Heather works nights and is there for a quick joke or whatever you need. She knows the business inside out and often gets things done before you’ve finished asking. The maintenance guy is top notch and always ready to help with a smile. Housekeeping are friendly ninjas. You barely know they’ve been there, like magic. Management, though, has been a revolving door. I’ve seen four or five managers come through since moving in last March, so it’s hard to build a relationship with anyone in charge. That can make it difficult to communicate needs and payments. I’d still recommend staying here.

My first stay here started with a fast, smooth check-in that made arriving stress-free. The staff were friendly and efficient, and I was glad they let my dog stay with me. It made the trip much more enjoyable. I’d recommend this place if you want convenience and a welcoming spot for your furry friend.

I’ve been here since March 2025 after a series of unfortunate events. The people working here make the stay pleasant, often with a smile. Grazie at the front desk is an absolute diamond in a rut, with amazing hospitality and customer service. Curell is also fantastic and stays professional and welcoming despite how some guests behave. Housekeeping and maintenance are top notch. Heather on the third floor keeps the morning coffee on point, helps with needs through the night, and is always kind and friendly. Tasha, the GM, is approachable and makes time to hear concerns even when busy. Franko, the assistant manager, is a cool dude who reminds me of old friends back home. I’m sure I’ve missed people, but all the staff deserve a shoutout, a raise, and positive recognition from corporate. They put up with rude, entitled, and downright belligerent guests. The current crew is amazing, and I hope they’re treated that way. I rated the stay three out of five because of the high turnover in management and staff, plus the unruly guests. People leave trash in the hall, openly use drugs in cars in the lot, smoke in rooms and set off the building fire alarms, and cigarette smoke seeps into our room. I suspect the high turnover is mostly a problem coming from above. My main suggestion is to address what’s happening on the property. Having someone monitor the grounds in addition to front desk staff would make a big difference. People are getting high and overdosing in the parking lot, to the point that I had to call 911. Lots of people are living in cars on the property and using drugs in them. Someone could end up seriously hurt or worse.