Hilton Garden Inn Devens 59 Andrews Parkway, Devens, MA 01434

"Overall the rooms were nice, breakfast was nice. Staff were very rude not only during checkin but also at checkout. Was rudely awaken by the upstairs family running around, stomping, banging at 5am both nights during my stay and the staff I had talked to about it just said that they cannot control noise of other guests and that kids will be loud which I understand and tolerated during the day but didn’t understand why it was allowed during the “quiet time” that they had listed throughout the hotel. Also the pool and hot tub were both unapproachable since there were kids jumping off the ledges of the pool and hot tub into 3ft water splashing everyone close to them, as well as children snorkeling in the hot tub. Next time I’m in the area I will definitely try to find a different location to stay."

"Good location with clean and quiet rooms. Whew, the restaurant staff was brutal! They can definitely use a remedial class in being friendly and cordial!"

"Most of our experience was positive. The location is convenient, just a couple of minutes from Route 2. The rooms were comfortable, quiet, and offered a mini fridge, and microwave. The lighting was adequate, and my family and I didn't have a bad experience with other guests. The only negative experience was during our checkout. I went to the main desk around 5:45 am to checkout of our room. There wasn't anyone around the check-in desk. I waited for several minutes before I decided to call the desk. The phone down the hall didn't work, so I used my mobile phone. I could hear the phone ringing in the office behind the desk. I let the phone ring at least 25 times, and there was no answer. I tried again, and after 25 more rings, still no answer. I walked behind the desk into the office and discovered the front desk clerk was in a deep sleep. She was streaming a movie, or television show on her phone, and fell asleep. I nudged her to wake up, and she responded after the 2nd attempt to wake her up. I told her that I'd like to check out. She picked up her phone, and immediately started checking her text and voicemail messages instead of addressing me. After she checked her messages, she seemed like she was in a daze, and she asked me what I needed from her. I explained again that I needed to check out, and needed a receipt. She finally gave me a receipt, but never apologized. When I walked out of the door, I discovered a set of keys outside of the entry door that looked like they opened the doors of a commercial building. I brought them to the clerk. She looked at them, and looked back at me with wide eyes. I believe they may have belonged to her, maybe they were keys to the interior and exterior doors of the hotel. She thanked me for bringing the keys to her. I don't plan to stay at this hotel again after this experience."

"I have been here many times for different occasions. The staff are always so friendly and helpful. The GM is friendly and approachable and seems to make herself available. The bar/restaurant staff are friendly and helpful. The food is really good and very reasonable priced which is great because there are not many options in the area."

"Room was a bit tired but it appeared clean at first which was fine with us - my teen was most excited about the pool. Location was convenient to an early sporting event in the area the teen was participating in. THEN I found an adult bed bug crawling next to me after adjusting the pillows while watching tv. (For better or worse I had the presence of mind to snap a photo before killing what at the time, to me, was an unknown flat red bug) Front desk offered to change our room to another floor and actually provided breakfast vouchers for the inconvenience of the bug when I went to the front desk. The next room had something squished on the wall and possible bed bug casings and larva on the tv stand (because now I had googled flat red bugs and realized what a bed bug looked like and things to look for). The option/ hotel’s solution was to move to 3rd room. We worked through canceling and refunding the trip which needed the assistance of the third party I booked through, and texting the pictures as proof for the manager to “approve” cancellation and refunding my money. They checked at least one person in without saying anything while this was happening. We then had to scramble to find another hotel in the area at 9pm. I’ve stayed at Hilton Garden Inns before and found them to be satisfactory. Hopefully it’s addressed immediately, but felt it was important to share."