We had two rooms. Great experience all around, nothing negative to say, hotel was very clean. Nicole and Anna at Front Desk were welcoming and helpful. They had a great attitude, very pleasant and with great customer service. The entire staff we encountered at the hotel were great and made for a good experience. Breakfast in the hotel was good and staff were attentive and very nice. I would stay again and would recommend this hotel.
This was, by far, the worst hotel experience I've ever had. During my stay, when sitting in my room, I detected a rotten sulfur-like stench. I was concerned what it could be, so I informed the front desk. I started feeling light-headed as a result, so I sat down in the lobby. Almost half an hour after reporting this, I tried going back up again. However, as soon as the elevator door opened, I was immediately struck by an incredibly strong smell, and it was impossible to breathe. I went back down and told the front desk again, but they hadn't looked into it. I was unable to stay in my room this whole time. I warned them about the urgency several times (it could have been a gas leak, and it was causing me to feel lightheaded being up there even briefly, so it seemed dangerous), but they remained unconcerned. My partner came to pick me up, and she confirmed that the smell was unbearable and that something was wrong. I left the property immediately in fear, and remained lightheaded for several hours afterwards. The experience doesn't end there. We raised this concern with the general manager of the hotel. He apologized for the incident, but said it wasn't their fault. Maybe the original issue wasn't the hotel's fault, but their negligence in handling the issue certainly was, leaving me in the lobby with no idea what was going on for over half an hour. He offered some reward points as compensation, but it was an unreasonably low amount, given the severity of the experience. We requested more points, and he promised he would get back to us after the weekend. He did not get back to us after the weekend. In fact, we called and sent a few emails after then, and he ghosted us for almost a month. As a result, we contacted Marriott group again, and he finally got back to us. However, he simply said the situation had already been resolved (despite his promise of getting back to us). He was ignoring us since he claimed he had "more pressing matters" to deal with. Finally, he wished us a good weekend and rudely hung up on us. To pre-empt some comments. First, we said that we would post our complaints publicly. He said that he would instruct his social media team to say we were being "unfriendly." Obviously, we would disagree. But this is our word against his, and there's really no way for you (the reader) to know who's in the right. Nonetheless, it seems unprofessional to say this to a guest. Secondly, a reader may wonder if we had already gotten enough points, and were just getting greedy. Again, I don't think so. But even putting these two matters (which may be subjective) aside, I think that either of the following two points are completely unacceptable for any organization in the hospitality industry: a) To ignore a guest's urgent concerns during their stay, when they have come to you many times, and are sitting there in the lobby waiting for a response, b) To promise to get back to an unsatisfied guest, subsequently not do so, and then ignore their messages for the following month. Would strongly recommend against staying at this property.…
We recently stayed 2 nights at the Cambridge Four Points and were disappointed. I have travelled extensively with many properties in the Marriott stable and many in the Four Points Sheraton and have always been very satisfied. I also stayed at this hotel several years back and had a good experience. On this trip I found a "dirty room", a pillows with stains on the pillow cover, the floor was absolutely disgusting with dirt and lots of long hair everywhere which you could see as the light shifted in the room, especially on the hard surface flooring. It was like no one had cleaned or vacuumed. The shower has the pump bottles for body wash, shampoo and conditioner - conditioner empty? Not a deal breaker but just shows poor attention to the room. Because of the lack of cleanliness, it led us to forget about using any other services in the hotel. Disappointing.…
We are staying at the hotel room 214. King size bed for 3 night 842$. At the check in they never told us hey won’t do house keeping. We ask after the fist night and they apologize and said they will do it tomorrow. Next day nothing have been done. The bedding are white grey,air conditioning work if you crank it. Don’t flush the toilet two times in a row it won’t work till you wait 10 mn.The sink doesn’t drain. No shower gell in the big contener in the shower,half rolls of toilet paper…so money wise the value is very poor and customer service NONE And YES we informed the front desk..´
The microwave and fridge was nice to have in our 2 queen bed room. Views suck but convenient location. Quiet hotel but air conditioner in room has a constant rumble. Shower, no tub. Killed a silverfish bug in the bathroom. Had 2 disinfectant wipes so you can clean switches and remote. Front desk checking was fast and friendly.
We had a very nice 2 day stay. Very few complaints. The room was clean and quiet. Microwave and fridge in the room. The bed was a little hard for my liking and the TV was a bit scrambled at times. The only unsatisfactory parts of the stay were the pool closing at 8pm and no breakfast included. I also tried to get a later check out but was only granted an extra hour. All of these negatives wouldn’t stop me from booking again.
We recently stayed on the 18th of February for an out of town hockey tournament for my 8 year old. The whole team was staying on the floor. We had dinner in the lounge which was very good and the service up front was very good. Then we woke up in the morning to find multiple bed bugs around my 2 month old daughter that we were changing. I looked in the sheets to only to find more. Absolutely disgusted. They offered me a new room however after encountering this I really did not want to stay. What dissapointed the most is I still paid for my room and I have yet to get a follow up call from the manager about my stay. Good luck if you are staying here.
I am surprised by the decent reviews this hotel gets. I have stayed at many Four Points hotels before and they are usually a very lovely stay. This hotel has been the worst stay I’ve had in a long time. I did not make use of the facilities, such as the pool, but shuttle was not available, neither was the continental breakfast. Immediately upon checking in and getting to my room, I went straight back down to the front desk to ask for disinfecting wipes for common surfaces in my room. The doors, particularly the bathroom door, was visibly dirty, the bathroom surfaces (if they had been wiped) looked like they were wiped with a dirty cloth. The walls had not been wiped down and had questionable dirty spots on them, as well as hair. There was hair in my shower. The switch for the light beside my bed hadn’t been wiped and the lights themselves were visible dusty. Cupboards were dirty. USB charging port did not work and the fridge did not keep my bottle of water cold. If it wasn’t 1am I would have asked for a different room. Front reception staff did not offer to remedy the situation and were very mildly apologetic. During Covid times, if they are clearly not wiping visibly dirty high touch surfaces, what other protocols are they not following? This was my first trip home in two years and it was for a family emergency. I had high expectations for safety standards. At check out early the next morning; after not being able to get a complimentary breakfast, as per my booking, I voiced how disappointed I was with the cleanliness of my room, and staff told me that since I had booked through a third party they could not offer a price adjustment but if I wanted to order a breakfast from their restaurant there was 10 minutes left to do so.. after I had checked out and was about to be picked up. Based on the cleanliness of my room, I would not be interested in ordering anything from their restaurant. Disappointing stay/service. I would not recommend this hotel unless you don’t care and just need a bed to sleep in.…
We are Gold Elite members with Marriott Bonvoy and unfortunately they didn’t give us any recognition of our status. This is the first and only hotel that didn’t offer any benefits. Our room smelled musty, like mildew. We raised our concern with front desk and asked for an air freshener. They said they would clean our room while we were away, but nothing changed when we arrived for our second night. My regret was not asking to change rooms. I wish I did. On the plus side, the lobby, gym, and exterior of the hotel was nice and clean. It was an added bonus of having a microwave and mini fridge in the room.
Never will I ever reserve at this hotel. Notibly the hotel on Preston Parkway ln Cambridge. When making the reservation I paid with a credit card. At no point did anyone inform me another deposit would be required upon arrival before checking in. I reserved the room for my daughter and her husband who were going there for their wedding night. They were taken by surprise when asked for this. They have a disability and this situation caused anxiety for them that was not needed had they been honest with the expectations of the reservation. A night that should have been special was marred by incompetence and as far as I concerned dishonesty.
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