Four Points by Sheraton Boston Newton

I expected a basic level of service and comfort as a long-time Marriott Bonvoy Ambassador member and frequent business traveler in the medical field. My stay at the Four Points by Sheraton Newton fell well below what I associate with Marriott. My room was cold, worn, and dated, and the bed was uncomfortable after long workdays. I reported the problems to the front desk. At arrival, no one acknowledged or greeted me as an Ambassador. Checkout was also a mess. I was told the system was down and they couldn't check me out properly, so I tried using the Bonvoy app. More than a week later, I'm still waiting for my receipt. My credit card was charged, but the stay isn't showing in my Bonvoy account, and I never got a departure email. Marriott Bonvoy customer service couldn't resolve it or offer meaningful help. The experience was disappointing and frustrating given my loyalty. I wouldn't choose this property for business travel again.

The location is convenient enough with a rental car, the price is reasonable for the area, and the service was good. Our room was very clean. But there was a strong smell in it. Staff said it would go away as the sun went down and the temperature dropped, but it didn't. I found that concerning for our health. The TV turned itself on during our first night, which was scary. The hotel is very close to the highway, and the AC unit was loud too. We couldn't get a good night's sleep without earplugs, which I had to buy myself.

Jay, the front desk manager, was so kind and welcoming. Check-in was smooth and friendly. My husband and I found the hotel fairly quiet despite its spot right on the Mass Pike. They also offered earplugs and a sound machine to help drown out some of the highway noise. Being near the Mass Pike and within walking distance of the area made the location really convenient.

We've stayed here several times and will come back. The location is convenient for Boston, with several good restaurants within walking distance or a short drive. Check-in is friendly and helpful, and the rooms we've had were updated and pleasant. Parking costs about half as much as, or less than, parking at the Boston Marriotts.