Embassy Suites by Hilton Boston Waltham

The room layout was nice and the walls kept outside noise out, which I loved. The rooms themselves were okay, but the couches and sheets were dirty, the pillows far too soft, and the bathroom sink barely drained. The lobby and area right outside smelled really bad, like weed, mold, or something spoiled. The women from India working at the front desk were rude and impolite. Paying for parking was absurd. I had to use another lot and hope I wouldn’t get ticketed or towed to avoid the $15 a night charge on top of $100 in incidentals for every night.

Breakfast was a bright spot: the buffet was decent and included, and most of the staff were pleasant. The fitness room had bikes, treadmills, free weights, and old yoga mats. It was dingy and dated, but usable. The whole Embassy Suites felt worn and old, though it was technically serviceable. My second-floor room had noticeable bar noise at night. There were no washcloths in the bathroom, and the sheets were threadbare with visible thin spots. Checkout turned a so-so stay into a bad one. A staff member in the lobby pressured me to buy a Hilton vacation package for hundreds of dollars and demanded an immediate decision. The supposed deal dropped from $900 to $499 to $299 as he kept pushing me to “act now!” I repeatedly said no. He only stopped when I clearly told him I don’t make large impulse purchases in hotel lobbies. Then he told me I was “passing up free money and most people lose out on good deals because of indecision” and that I’d never “better myself unless I thought differently.” It was extremely inappropriate, like being hustled by a man in a cheap suit while tired in the lobby of a three-star hotel. I probably wouldn’t have returned anyway after that, but now I definitely won’t.

Breakfast was the highlight for me. It was excellent and well stocked, and lived up to the Embassy Suites reputation. The huge, beautiful pool was another real plus, especially for families. We also enjoyed the evening happy hour snacks, though complimentary drinks were only non-alcoholic, which didn’t match what I expected. We stayed at the Embassy Suites by Hilton with our child, and it was a mixed experience. There was no heat in our room because of boiler problems, and the hotel felt cold, making us uncomfortable. I reported it, particularly as Hilton Honors members, but I’m still waiting for a refund or other resolution. Better communication, quicker help, and more comfort in cold weather could make this hotel much better.

The rooms were spacious and seemed clean, and the food was delicious with a good selection. The cleaning and kitchen staff seemed great. At check-in, a different front desk agent was okay, nothing special but not bad. My rating is a three because of the service from another front desk worker. On February 15 at 7:45 p.m., after ordering food at the restaurant, I asked if premium Wi-Fi was available. She immediately said there was a charge of $12 or something and insisted it was for premium customers. She didn’t ask my room number, which would have shown that we were Diamond members and saved both of us time. Eventually she gave it to me and said she hadn’t known I was a Diamond member. Staff should check the details instead of judging customers by simple clothes. The front desk represents the brand, and being pretty isn’t enough if a business wants people to return. We likely won’t come back. They need to train staff better, especially those who are the first people guests meet. Word of mouth matters.