Courtyard by Marriott Boston Billerica Bedford

Travel a ton and visit the Boston area often for quick getaway from NYC. Had to check reservations again to make sure it was a Marriott and not the Motel 6 or some other locally owned-establishment as the customer service, professionalism, and lack of boundaries was pretty appalling. Facility can be nice in appearance, but the staff from housekeeping to front desk to what upper management allows can completely affect overall experience. From time I checked in, was met with hostility from the front desk. I was a late check in, but called hours before to confirm would be late due to transportation issues as did not want to lose reservation. Despite 9/10 rating online, had reservations about booking hotel and actually tried to cancel, but was after cancellation period and would lose funds if tried to cancel reservation. The check in was gruff, with individual taking my cards and just tapping cards, no explanation. Had to call down after check in to verify charges. Was on the 6th floor and on one of the days, there was a youngish housekeeping guy spewing derogatory terms. Went out to to dispose of trash (there are no trash cans on floors) and to pick up an order, and as I was walking towards the parking lot, I could see a housekeeping professional “beelining” towards me. When I went to step aside so she could continue on her path, she responded with snarky comments. Only luck I had is that I run and the people in the neighborhoods + stores were pleasant.

Have never seen anything like it. Travel a ton and visit Boston area quite often for quick, quiet escape from NYC. Had to verify reservations again to confirm it was a Marriott and not Motel 6 or other establishment as the lack of customer service, professionalism, and lack of boundaries was quite appalling. Overall staff, whether housing, front desk, or what upper management allows can have major effect on client’s experience. Had reservations about booking despite 9/10 ratings because of location. Aware cultural differences based on location can affect communication and boundaries, but unable to cancel due to loss of funding. Arrived later, but called ahead to inform hotel would be late arrival due to transportation issues. From checking in, was met with hostility. Upon arrival, was met with gruff individual who took cards and swiped without any explanation as to what charges were. Had to call down to verify charges. Was on 6th floor, and on one of the days, could hear one of the youngish housing professionals using “derogatory” terms. Went down to dispose of trash (no trash cans on floors) and pick up Uber order. Was walking towards parking lot, could see a mature aged housing professional “headed” towards me. Stepped aside to give her space to continue along path; she appeared upset and responded with remarks. As someone who is private/quiet, shocking to see. Only good experience was I run - the people in community/stores were pleasant.

Great service at a great price.

Rooms are very clean, Bathroom is clean. Bed is comfortable. TV is nice that it is a smart tv. I wish they coukd maintain the entrance cleanliness, trash on driveway is overflowing. Parking lot needs more work to be up to par. But overall the stay is excellent. Hotel itself is a 10. Outside the hotel not much

Breakfast was not included so that was disappointing but the front desk staff were absolutely amazing. Definitely would return. Highly recommend