Hilton Boston Back Bay

This hotel charges us 4 separate incidental deposit charges on 4 separate days $600, $740, $340 & $199. My daughter needed to stay a week wile still going to collage every day, her roommate had Covid. We originally paid $1,133 for a week plus $600 deposit. But hotel continued to charge extra deposit charges for no reason and would not help to fix it. 3 days straight I tried calling 3-6 times a day. The employees answering the phone would put me on hold and then drop the call. I was calm and kind, regardless of how horrible I was being treated. I tried emailing the Hilton web sight for help. They connected me with a manager from a different hotel, then a reached again and no reply. My daughter tried to ask for help at desk and they told her they charge every day for deposits and she’ll just have to wait for check out to see what happens. I’ve stayed at this hotel many times, it was my favorite in Boston, never once did I receive more than one deposit charge. So in total we were charged $1,133 for room and $1,900 in deposit fees!! My daughter is quite, just was going to classes all day there was no issue or reason for these extra deposit charges. Accidents happen, I get we all make mistakes. But to ignore a problem to not admit or try to fix a mistake for a guest and to continue to add unessasry charges to 18 year old kid, intimidating them and refusing to help them is beyond bad customer service!

Parking was a nightmare had to park across street in a parking garage that was also almost full.Not convenient when your staying there with childeren .Bathroom was dirty hair in shower and on floor .Gross !!

We arrived to check in at 5:35pm, Check in was 4pm. The room wasn’t ready yet. For the high dollar price we paid for a suite and having a family of 6 it was disappointing. Once the room was ready we basically had to toss down our bags and rush out to get to the Sox game

We had a great stay. Wonderful property and great for the kids.

Great location and staff. Clean and comfortable.. just wish breakfast was included.. it’s a bit pricy with kids

The hotel was nice. Disappointed with the bathroom- the toilet was very low made for a 3 yr old child in mind. The bathtub was very high and unsafe to get in and out of. There should have been a grab bar to hold onto. I had to help my 74 yr old mother in and out the 1st night. She refused to use it the 2nd night. The lighted mirror was totally blinding as well.