Residence Inn Boston Andover

Hotel

Skip the Stress — Don't stay here (the Residence Inn Boston Andover)! BEWARE Marriott will NOT help you if you're not a Bonvoy member! The toilet didn't work and Marriott did nothing! This had to be one of the worst "customer service" cases I've dealt with. I had a 2 bedroom suite for 2 nights for which I paid $525. The toilet in one of the suites didn't work. The hotel was full so we couldn't change rooms. We were accommodating to the situation with the hotel (shouldn't it be the other way around? ) and were assured the matter would be addressed when we checked out. At check out, the manager said it was all taken care of — I asked what compensation we were given and he said he took $20 off the bill. $20! Are you kidding me? Long, long, long story short… Corporate headquarters said they could only give me points — I rarely travel and I'm not a Bonvoy member, so they do me no good, when I insisted that wasn't satisfactory, the SUPERVISOR, Sue, hung up on me. I will never recommend staying at Marriott and their "customer service" is non-existent. 🤬

I just checked out of this hotel and to say I am disgusted would be an understatement. Not only were the floors and bedding dirty but there was a straight razor on the floor of my bedroom. The smoke detector in my bedroom also had a trash bag taped to it and the room smelled of cigarette smoke. The other guests were extremely loud and the noise of people walking above us was hard to ignore. It was clear that the hotel was being used as a party spot during the weekend by several guests. I’m usually very happy with Marriott Hotels as I am a Bonvoy Member but Marriott should be embarrassed by this hotel.

First impression of the 2 br suite when I walked in was ok. Further inspection I could tell the room had some major party's in it. All the lamp shades where messed up the toilet didn't work burn holes everywhere! The first night my 4 year old daughter was to scared to sleep because of the people partying upstairs I called the front desk twice and all he said was that he would call them! covid-19 restrictions got lifted that day he should have went to the room. So the next day I complained Joram at the front desk said he would price match the online price and take $10 off I showed him the price on my cell he went ahead and charged me 139 paid 155 after taxes. An hour goes by he calls my. Room saying that the price was wrong for the new room so I go down and show him he is wrong he then apologize for the mix up. I go into the new room which smelled like someone was smoking cigarettes in right before we got in there I call the front desk to let them know so I don't get charged the 250 he then tells me I owe more money and I tell him that I already paid and the transaction was over and if I go to a store and buy something then the price goes up you can't tell me I owe more money. Go to the bathroom and realize that the toilet seat is broken. The girls on second shift are awesome watch out for Joram he would not call his manager. Hotel is very outdated the rooms would be great if they are updated and management gets on top of the employees.