DoubleTree by Hilton Boston North Shore

I have been a Hilton Honors member for as long as I can remember. I am very sad to write this review. The hotel was dirty (chemical smell masking a foul odor, stained carpet, outdated), the windows in the room were so filthy that you couldn't even see outside, the rooms were old-fashioned, the bed was uncomfortable, one of the bottles in the shower was empty, and there was litter and garbage all over the parking lot. I could go on...

It was TERRIBLE! I made the reservation online and then called and asked for a roll-in shower. They assured me I would have it since I do have special needs. (I am in a scooter with an Oxygen machine). I even called two more times the week before and the day before check-in. When we got there on the day of checked in, I asked again if it had a roll in shower, they told me it did not and changed my room to an accessible room with a roll in shower, so they said. The room was on the 7 floor all the way in the back of the hotel (Great for someone who has limited mobility and on oxygen) and it was a regular room. I tried calling the front desk wait almost 30 minutes on hold. I know this because after 15 minutes we decided to go down to the front desk, and I was still on hold when I got there. I told the front desk that the room did not have a roll in shower (I have pictures). They told me they did not have any more at that time. This is after I had requested one prior and after my reservation online and called them to ask and confirm. I asked for a different room on the 1st or 2nd floor. Instead at this point so at least I would have to go so far again. They gave us a room on the first floor with a King bed, 2 toddler beds and a crib but again a regular room but at least it was not a mile away. The problem now was that the AC and Heat did NOT work it kept turning off after about 2 minutes, we called the front desk again. This time they answered after about 20 minutes and sent a technician for the AC. He looked at it, fiddled with it, and waited for it to cut off which it did. He said he was going to basement to see if they had the part or another unit they could put in and if that was not available, he would make sure we were changed to another room again. He told us it would take about 10 minutes to get there and look and assured us he would be back; he never came back. We were tired and decided just to go to sleep at that point as by this time it was 11pm we checked in about 4:30- 5pm. The next day we told them we did not need a housekeeper service, but we did need the AC check out because it was not working. We got back to the room after we went to the venue at the hotel for a few hours. Our bed was made, the room was cleaned but the AC was still not working but it was staying on about 5-minute intervals now. We wanted to try the restaurant we asked if we could order and pick up since I was in my scooter with my oxygen the Hostess said oh, we have a ramp over here We never knew as that door was closed, she even said it should be open but closed it after we went in. They hostess did bring us drinks after we had been sat down after 10 minutes, we waited for the server. but she never showed. we left after 30 minutes asked about paying for our drinks (which was a diet coke and hot tea) from the hostess that did bring us our drinks; she told us that our server would take care of it, and we said that was the problem since we hadn't seen her. She told us to go ahead and go so we did. IT WAS ONE PROBLEM AFTER ANOTHER AND IF THE VENUE WASN'T IN THE HOTEL WE WOULD HAVE LEFT AND WENT SOMEWHERE ELSE. The only good thing was the breakfast area and that wait staff was amazing!!! Everything else The rooms (both of them), the AC/Heat, the front desk staff was terrible,

March 10th - 11th Danvers Massachusetts Great start with friendly woman at checkout and thoughtful directions to our room. When we asked about our champagne and treats we added to our room upgrade, that's where problems creeped in. The "champagne" in the romance package was actually just Prosecco sparkling wine. I expected real champagne. Of course if we had actually received champagne then it would be ok if it was a small bottle because the package was around $30 but we didn't get that. Hopefully the package is removed or the description changed to say that it's a bottle of Prosecco by La Marca to avoid confusion. It's false advertising and it completely swept us because we chose this hotel on the selling point of this "romance package" and it's description. The only issue with our room occurred in the bathroom. The toilet took long gurgling sessions after a flush. It continually made noise and was just inconvenient. The bedroom was very clean and comfortable. The shower worked nicely as well. No complaints there. In the morning we also noticed that the Starbucks inside the hotel never opened and it was something we looked forward to at this specific location. Overall, I wish I was reimbursed for the package fee or given a free night for the experience. Too many things went wrong for me to say it was worth the money spent.

Front desk personnel had no clue how the hilton app worked. We were notified our room was ready at 11am showed up at 2pm. Checked in on the app that said show ID at the front desk. Desk agent said she doesn't know how it works so come back at 4. We had waterpark pass so asked if we could show it now to release it so we didn't have to come back soaking wet with the little ones. She said yep come back later I won't be here. This is my third and last time here. (Everytime has been a rough experience this year) Just a bad look for Hilton as a whole. Great location for business for me and my team but not worth the headache's..

We truly enjoyed our stay! The beds are extremely comfortable, and the event we planned there (a going-away brunch for my son and his new wife) was wonderfully done! Kudos to the staff. Especially front desk employee Siv Roeder! She was so charming and helpful! Will definitely return!