The VERVE Boston Natick, Tapestry Collection by Hilton

"Out of mere convenience I chose this wonderful place. I loved the decor and the woman who checked me in was absolutely charming. The bed was extremely comfortable. After working 36 hours I needed to get as much rest as possible. I was told checkout would be at 2 p.m. and not 11 and to enjoy sleeping in. Well guess who was told to get up and leave at 11? That’s right folks; lil ol me! When I politely asked for an explanation i was not given none. She simply said “ I’m sorry”. I replied “that’s it?” She said “yup” I can’t believe it. I will be here on business til late spring. I WONT be returning here again and either will any of our 30+ employees -Edit- I contacted the Gm directly after a direct reply to this message and am happy to report that the situation was explained to me in detail and all efforts made to help repair the relationship. I will be returning to this hotel after all."

"It was crazy reading Darin's review, because that was our experience exactly. We loved the hotel initially. We paid $55 to stay late and confirmed that at check-in. On day of checkout they came to wake us up at just before 10 am, again at just after 10 am. Then ultimately the housekeeping supervisor kicked us out at 11:40 am! I went to the front desk who confirmed we had paid the additional money to stay till 2 pm. The only offer we got for waking is up early was..." You can stay till two if you want" . Which is what we paid for. Her only excuse for waking us up early was that " most people don't stay late". We never received a refund for the money we paid to stay till 2 pm. As Darin states, do not stay here if you need to sleep."

"The Verve was a great choice for my stay. The front desk staff was welcoming and friendly at check in. When I got to the room, I noticed some of the furniture was dated but it was kept clean and the overall stay was comfortable. Big kudos to the housekeeping staff as they were all around the property making sure things were spotless. The location is great as there are many food options nearby along with a large mall. In addition, the highway is less than a 5 minute drive away for a short drive into Boston if you’re staying in the area for business. Highly recommend! I also had to catch a later flight home and appreciated the front desk team (01/05/24) being so accommodating and letting me have a later check out. Thank you for a nice stay !"

"I can truly say that staying here was the most horrific hotel experience I have had to date. Zena treated my guests and I terribly. Upon arrival at the hotel, not only was I told my room was “out of service”, but that the only offer they had to atone for it was complimentary breakfast, instead of any sort of discount or refund. When asked why I wasn’t let know within the two month span of booking, I was told that this happens often and they can’t notify everyone when it does. I let the front desk know that I was hosting a small retreat, and that the room was intentionally booked for more space. With much push and discussion, we were able to get conjoined rooms instead of the original. We took the accommodation with grace and moved forward. Later in the evening we received a noise complaint and it was suggested to us that we move to the lobby, or else everyone will be kicked out. Without hesitation, we all agreed that it would be best to move as we did not want to cause any sort of disturbances to guests or the front desk. Within five minutes of us quietly transitioning to the lobby, a few people stayed after to help carry more items down and were met with an angry phone call from the front desk demanding, and yelling that we come down because within that time, we received another noise complaint while most people were already in the elevator headed down. My guest successfully de-escalated the situation by speaking in a calm manner, and explaining that we were already on our way to the lobby. While this was happening, those remaining upstairs were met with a security guard coming back again to warn us again about the noise. My guest was extremely shaken up at the tone of voice the woman at the front desk, Zena K., was using, and felt extremely unsafe at the fact that security was sent up again in such a short amount of time. From there, a few of us (no more than 3 at a time) went up to get more supplies to transition the team downstairs, and when we returned- we were told that only the person who booked the room is able to go up and down from the room as there was a complaint (between the time that we went upstairs to get supplies and come back downstairs, less than 10 minutes) about doors slamming. The doors are large, heavy, and make a loud click sound when closing despite us trying to close it gently. When I went upstairs by myself to try and clean up a bit before we transitioned, the conjoined room key card was disabled without my knowledge, and I was unable to use that door to get in. Though I did not confront Zena about the card out of fear of being kicked out in retaliation, I did take video evidence of it not working for our room. From there, we decided that it would be best to move to a marriott not too far away, as we’ve never experienced these issues there. My guests went to Zena at the front desk to let her know that we will be checking out, and would like to know how to proceed to grab our belongings if she prefers we do not go upstairs all at once. From there, she made a comment saying that she should have never given us a chance to stay in the first place, and that she should have kicked us out when she got the chance. From there, we were all uncomfortable and just insisted on being checked out immediately. She stated that we could all go back upstairs at once, and as soon as we did she had security come up once more to warn us (not even 5 minutes after being upstairs) I am ashamed, appalled and disgusted at how my guests and I were treated. Though I can empathize with the position that she would have been put in after receiving multiple noise complaints, I cannot empathize with how poorly and unprofessional we were treated- considering that we tried to heed all warnings given, and be gracious in the face of an extremely uncomfortable situation."