Pennyweight Hotel Boston, Curio Collection by Hilton

Guest review

10.0

The hotel was beautifully designed, the location was excellent- walkable to Boston Public Market, Quincy Market, the North End, the waterfront, and a short drive to the airport. The staff were also extremely friendly and helpful.

− The pillows were a bit uncomfortable.

Excellent hotel near great neighbourhood and rail connections.

9.0

Excellent hotel around the corner from North Station. Well appointed and clean with a very helpful staff that directed us to an open restaurant when we arrived close to midnight.

− Despite the good decor and friendly staff, the breakfast was mediocre at best and not worth the very high price: insipid toast, bland eggs, and neutral coffee. This is the perhaps the only point the hotels corporate genes show.

Loved Boston and navigating the city was easy from this hotel

10.0

Style and location

− Bums outside

WORST CUSTOMER SERVICE EVER

2.0

What looked like a promising stay devolved into a complete nightmare. This hotel is run by a group of young people who care nothing about customer service or safety, and I am shocked that Hilton would attach their name to the debacle that is this hotel. I checked in promptly at 3:00 pm. At around 6:20 pm, I was reading on the bed and the door opened and a large man with room keys stood there. Needless to say, I was as surprised to see him as he was of me. He said they had given him keys to my room. I called down to the front desk. No answer. I tried the concierge text I received upon check-in and got no response. I tried the front desk again and he said, "My bad, the system is down, I can't see who is in what room." Under these circumstances of downtime procedures, one would think protocols would be in place that would include doing things the old-fashioned way and WALKING up to the room to check it was vacant. I called Hilton Corporate and they told me they could not assist, and that I needed to ask for the hotel manager. I tried calling the front desk again 4 times, both on an internal and external line, and got no response. When I left my room, there was an employee in the hall. I asked if there was a manager on duty and he told me no. I went down to the lobby and asked for the manager. The young man behind the desk barked that he was the manager - clearly untrue as the other employee told me there was none on duty. He was completely rude, dismissive and wholly unapologetic, shouting at me, "I called you and said I was sorry." He shouted that he had a list from 2:30 pm when the system went down and didn't know there was someone in my room. (Another lie, because I checked in at 3:00 pm, and if the system was down at that time, he would have told me so, AND he would have written my room number down on his cheat sheet.) I asked why he didn't send someone to the room to check before handing out keys. He again shouted at me, summarily dismissed me, and said "thanks so much but I'm having a rough day so if you have nothing else to say..." I went back up to my room to find my room key NO LONGER WORKED. I went BACK down to the lobby, and this supposed "manager" who was now sitting at the BAR in the restaurant. He shouted across the lobby to me to ask what I needed and when I told them my key no longer worked, he did not move from his barstool but continued scrolling his cell phone as he shouted that someone was coming up to fix my key. I stood on the 7th floor for 20 minutes, during which time I called Hilton Guest Services for the second time. They tried to call the hotel on my behalf and also received no response. I went back to the lobby and saw the first young man I had seen in the hall. I asked him if he was coming up to my room number. "Why would I do that?" he snarled at me. I said because your so-called "manager" told me someone was coming up to give me a new key. He huffed something under his breath and exited the elevator which I had followed him onto. I went back up to the 7th floor and waited another 10 minutes before the employee from the elevator arrived with a new key. I cannot believe the interactions with the staff. Customer service is GONE these days. Shocked that this is a Hilton facility. You can get better service for a quarter of the price at a 2-star hotel.

Hampton Inn Pretending to be Hilton Curio

6.0

A beautiful hotel but doesn’t live up to ‘Curio’ Collection expectations at all! The bed was uncomfortably flat and only 2 pillows were provided for a king size bed. The room is super tiny. The shampoo/conditioner bottles were nearly empty. The worst part was the restaurant/bar - the bar never opened. The breakfast was served with paper coffee cups and disposable plastic flatware in little packets.

Rude staff. Unsafe. They'll give a stranger keys to your room.

2.0

Great location. Valets were the only nice employees of the establishment. Love the room decor. What looked like a promising stay devolved into a complete nightmare.

− Zero customer service. Zero management. Incredibly rude staff. They don't answer the phone. They send you a text to ask you about your stay, but when you raise a serious concern, they do not respond. Unsafe. Imagine my surprise when I was sitting on the hotel bed and some random guy keys into my room. He said the front desk had given him keys to my room. Shocked that this is a Hilton establishment.