Residence Inn by Marriott Boston Watertown 570 Arsenal Street, Watertown, MA 02472

"We used to love this hotel. We’ve stayed here somewhere in the neighborhood of 5-8 times and while it is a stylish and clean hotel the staffing situation and customer service gets worse with each visit. Note that I’ve logged over 60 nights in a hotel this year, with most of them being Marriott properties and this is the first time I’ve felt compelled to write a (fairly) negative review. Over our last few visits this year the front desk is often empty and if you do find someone there and need something, they look annoyed that you interrupted them from their cell phone. The internet wasn’t working when we arrived and when we called down to report this they abruptly cut us off and transferred us to another department that was unhelpful. It took multiple attempts to get someone to answer the phone at either housekeeping and the front desk when the hair dryer in the room wasn’t working. The location is convenient for several of my business locations and in close vicinity of my husband’s friends and allows us to not have a car but still have access to walk to shops and restaurants. However, the continued downward spiral and lack of basic staff courtesy makes it less likely that we will return unless absolutely necessary. I’m not warning against this hotel at any cost, but would encourage you to go in with very low expectations of customer service and expect some inconvenience along the way if you do book here."

"Nice place, convenient to concert venues. Large rooms with comfy beds and full height toilets. Shower could be hotter. Stove never boiled my water, no way to tell how to turn it up. Being able to turn the TV any direction was a bonus. Wish the stairs went to the lobby, I like taking the stairs but no lobby entrance or exit to the stairs made that difficult."

"I checked in this hotel last night. I asked the front desk what time is their breakfast. I was told it was 7am to 11am. This morning I came down about 10:45am for breakfast but the lady there barely speak English very frustrated explaining to me it was closed. I saw there were still plenty of food out there. I asked her if I can take an apple to go? She indicated to me to ask her boss. Her boss came out from kitchen saw me standing in the buffet area without me saying anything, she immediately screamed very loudly at me in very rude attitude in foreign language pointing at the door telling me to get out!.. Furthermore, she screamed and yelled even louder to her employee who had told me to ask her. For an apple, I have NEVER experienced this kind of unprofessional attitude in ANY hotel in 35 years when I was travel all over the world, NEVER!!! After this unexpected scaring incident, I came to the front desk directly to confirm again what time their breakfast close? At the same time I told the front desk person named Louanna what just happened to me. She told me I MUST heard wrong last night. They never close that late . Their breakfast close at 10am not 11am! There is no any apology for their employees unprofessional working attitude. I told her even they closed they still shouldn’t scream at me. She said coldly that I can wait for her manager to come and complain to him. She passed me her manager’s business card. That is the end of it. For an apple , this is how you treat your hotel guest who pays you more than $300 dollars a night to stay your hotel?"

"This was the best hotel we stayed at on our trip up the coast. Unfortunately we came in during rush hour but found the hotel easy enough. The ladies at the front desk weren't the most approachable or helpful. The room was very clean and comfortable. Parking was also convenient. Don't make the mistake of ordering room service!"

"I was thoroughly impressed by my stay at this hotel. The room's well-thought-out design and comfortable furnishings provided a cozy sanctuary, while the staff's exceptional service made me feel like a VIP. The hotel's commitment to sustainability was evident through their eco-friendly initiatives, which aligned with my values as a conscious traveler. The dining experience was a highlight, with a menu that featured a delightful blend of local and international flavors. The hotel's central location made it easy for me to immerse myself in the city's vibrant culture. Without a doubt, this hotel is a hidden gem that offers a unique blend of luxury, comfort, and responsible practices."