Residence Inn By Marriott Boston Andover

The suite was fantastic, everything was clean and tidy. The only issue was at check-in when we were told our room we already booked was unavailable and we'd have to settle for something smaller (this was at 2am and we are a family of six), but this was (eventually) resolved and we got our room. Everything else was great.

We honestly love the room set ups it’s so convenient for traveling families having full fridge, stove top , microwave even a dishwasher lol

Excellent for families

We had stayed at this property a couple of years ago and had a good experience so we booked again. Not so this time. First, upon check-in I was given the wrong room number, had to return to the front desk when my key did not work. They ran out of face cloths so we had to make do with the last three available for our family of four. The room was in need of a deep cleaning, the carpet, lamp, and curtains in the living room were very obviously stained/dirty. The carpet was damp in places and left our feet and socks filthy. Linens had hairs all through them. The hallway was lined with garbage throughout the day and night as we were told to leave our trash out for pickup since housekeeping was by request only. The side door was left open 24/7 with a zip-tie to keep it from locking, creating a security issue for guests. Saw guests grabbing food with their bare hands at breakfast. Housekeeping (or so I assume) showed up at 9am on the day of checkout tapped lightly on the door and entered the room without announcing who they were. The location was great and surprisingly the internet worked well without any bandwidth issues. Due to the lack of cleanliness, we will not be staying again. We have stayed at other Marriotts and this one just doesn’t measure up to the brand.

The staff was amazing and the breakfast staff was also great and I do realize that they are hurting for help just like everywhere but the sofa bed is horribly uncomfortable, my son ended up sleeping on the floor because that was better than the bed. The breakfast had no milk, they told me they ran out which is strange because it’s just milk! However the oatmeal and the waffles were good and the fruit was fresh. Rooms were clean as was the establishment however one of the reasons we picked this place was the hot tub and it didn’t work and they didn’t have it posted that it was broken. Also the amount of smoking around the pool was concerning. If the establishment is smoke-free shouldn’t the pool area be smoke-free? But otherwise definitely fit our purpose and was much more comfortable than a regular hotel room for a family.

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.