Best Western Plus Waltham Boston

The staff and manager were very accommodating, and I’d stay here again for the convenient location. It’s an older hotel that’s been renovated, and the room internet worked well, though it was less reliable in the lobby and other areas. The beds were comfortable. Breakfast was included and about what you’d expect from a three-star hotel. There’s also a full-menu restaurant on site, which is handy, but a bit pricey and not run by Best Western. The coffee options were tasty and available around the clock. Rates were affordable compared with other places in the Boston area.

The room never had hot water during my stay. I reported it the first night, and the manager said it had been fixed, but that wasn’t true. The same thing happened the next day, and the water was still cold when I checked out. The dryer in the room also had an air intake filter that was badly clogged. That restricted the airflow and seemed like a clear overheating and fire risk. It raised serious safety concerns and pointed to poor maintenance. I was especially disappointed by how the complaint was handled. I kept being told the water issue was resolved when it plainly wasn’t. I raised both problems while I was there, but nothing was fixed, and the follow-up didn’t reflect how serious they were. Hot water is a basic necessity, and without it for the entire stay, the room wasn’t fit for normal use. A very disappointing experience at a Best Western Plus property.

Zee at the front desk made a great impression. She found our reservation quickly, was patient and sweet, and handled everything professionally. The room was clean, and the staff welcomed our family warmly. It was a perfect stay for us, and I’d definitely come back, especially because of Zee.

There was no shower water in the morning, and after three calls the front desk kept saying it was being fixed without showing any urgency. I waited 3.5 hours, then checked out without getting to shower. They had extended checkout to 12:30 because of the water problem, but housekeeping still knocked at 11:00 a.m. and insisted it was checkout time. The lack of coordination was really annoying. The bed was in awful shape, with old mattresses and worn out springs. My wife and I both got back pain and eventually had to see a chiropractor. Staff at check-in were extremely unwelcoming, and when I asked for the manager, I was told she wasn’t available. The front desk was unapologetic about the whole thing. A very bad experience.