The Ritz-Carlton, Boston - Hotel in Boston - 10 Avery St, USA

This was the second Ritz Carlton we stayed at on this trip, and once again there were multiple service lapses. I'm wondering if the entire chain is losing it? |First impressions were poor. We arrived at 3:45 pm (check-in time is 4), our room was not ready. They took my phone number and promised to call as soon as it was, which should be "less than an hour" (!). I asked that they put an extra dozen hangers in the room. We never got a call or text. We returned at 5 to be told we were already checked in and the room was available. They retrieved our bags from storage and handed them to us; nobody offered assistance with luggage other than pulling it out of the taxi trunk when we arrived. The requested hangers of course were not in the room. Nor was there a hot water kettle or cups. I tried twice to call Housekeeping, each time I got a “your call is very important to us” recording, and then it disconnected. Fed up, I started to go down to the desk, but ran into a staff member in the hall who asked if he could help me. He wrote my requests on his hand and promised to bring the items right away, which he did.|The next day, I opened the refrigerator and found two partially-consumed beverages and a pint of blueberries left by a previous guest. I called the front desk, she apologized profusely and said she would have it removed immediately, and also inform the housekeeping manager. I said no rush, you can do it with turndown service. Well, they didn’t do it at all. The next morning, we tossed the garbage and I recounted our experiences thus far to the concierge. He also apologized profusely, took my name, and promised he would bring it to management’s attention.|At breakfast, I ordered a chai latte. Took a sip, it was awful, tasted like when they make tea with coffee machine water. Our waiter said it should be made with clean water from a separate source, and he would remake a good one. Then he came back and said I was right, there was some problem and they had tried to “improvise.” I said just bring me a regular tea. Service overall was much slower than the previous day. And when we got the bill, we were charged $8 for the teabag and pot of hot water. Sigh. 🙄 |I did get a call from a hotel manager that afternoon, apologizing for the service lapses and offering to comp our breakfast. The suite itself was very nice, spacious and comfortable. The location is great. It's a shame they can't execute better.

No glitz at this Ritz. I've stayed at much better Marriotts. Basic rooms, although the bathroom was really good. Nice breakfast at the Artisan. Club lounge is $200 per night, and Marriott elite status buys nothing. Average location, tucked in a lane, close to all attractions however. Happy to pay $700 per night for a hotel room but not for mediocrity. Service was exceptional however and main reason behind the 4 star review. All of the staff was really courteous.

We had a wonderful stay. The room was lovely, clean and spacious with a park view, every member of staff was friendly and helpful and the service was flawless. We had a delicious breakfast both mornings and accessed Equinox from the hotel, which was very handy. No complaints at all and very surprised by some of the reviews below that do not match our experience at all. I’m a tea drinker and one quick phone call and a kettle was brought to the room with a selection of teas. We look forward to returning!

Checked in here with my daughter after a disastrous stay at The Langham and sometimes making a move is the right move. This Ritz delivered - family friendly, pet friendly (there were so many dogs!) and service friendly - everyone from valet to front of house to concierge and housekeeping were friendly - knew my name and my dog's name.||Room was standard but well appointed. Location by Boston Commons was perfect to everything. Great place to be on weekend with all activities in park going on. ||Access by elevator for $20 a day to an enormous Equinox was terrific and convenient. ||Bar and restaurant were solid though bar should rethink food menu items - were bit odd for bar. ||Only thing to note is when I extended my stay an extra day i had to book through Amex bc I booked w them initially, which was fine, but they called hotel to ask them to match existing rate since same room for the extra day (about $50 difference) and hotel told Amex "no" - my general advice is take care of loyal customers and don't nickel and dime them. Minor but always good reminder I think for hotel chains in hospitality.||All in all saved my Boston experience this summer and my new "go to" hotel there.

This was such a fantastic experience inside the hotel. We didn't experience everything that they offered but did try the restaurant, in-room dining, and laundry service. The few minor issues that came up the staff quickly addressed. Had to educate a few of the staff members about proper interaction with service animals or emotional support animals but even they were understanding and appreciated learning proper etiquette. Unfortunately most people don't realize how or how not to respond to animals even if they have label gear on or not. It's something that I have had to do for other places as well.

I decided to surprise hubby with a night in Boston for his birthday… his 50th so we needed a place that was extra special. I got a club level room which we had never experienced before. The room was nice nothing spectacular I have stayed in nicer rooms than this over the years. But it was bright and modern and had a nice view of the terrace. We had a few road blocks but eventually got into the club lounge. We enjoyed some snacks and drinks and relaxed in the area. It was a well decorated and bright area room and not very crowded yet. We enjoyed hanging out there before getting ready for dinner. The reservation said club level guests had free WIFI but turns out you have to pay for it then they will “credit” you back….. we shall see. All in all we enjoyed our 1 night stayed but thought it was way over priced. We also had an incident with valet parking which is not run by the Ritz but run by a 3rd party company. unfortunately it did not make me feel any better ….now I am dealing with red tape and trying to get my car repaired. Again, it was not the Ritz that parks the cars but none the less now my car will be in the shop.

The Ritz never ceases to impress. We had the concierge floor and the food was lovely. The service from the door to check in to maid service was immaculate. Steadley was fantastic at the valet and Brian checked us in and made it happen so quickly. There were also a huge number of celebrities and athletes staying on the property at the time and we were never inconvenienced during their arrival and departure. We will be back.

Our recent stay at The Ritz in Boston was nothing short of extraordinary, and it's all thanks to Alberto who I believe is one of the Directors of the property. From the moment we arrived, Alberto's warm welcome and genuine concern for our comfort made us feel like honored guests. Despite the challenges we faced getting to the property, Alberto effortlessly anticipated our needs and ensured a seamless check-in process, instantly alleviating any travel stress. Throughout our stay, Alberto's attention to detail and dedication to excellence were evident in every interaction. His personalized recommendations for dining and entertainment truly enhanced our experience, showcasing his deep knowledge of the local area and commitment to ensuring guests have an unforgettable stay. We know it’s not his job to do a the extra work but what truly sets Alberto apart is his genuine passion for hospitality. His unwavering commitment to exceeding guest expectations is truly commendable and serves as a shining example for the entire team at The Ritz. It's clear that Alberto goes above and beyond to create memorable moments for each guest, and his positive energy is infectious. We noticed it not just to us but to all others around. In a world where exceptional service is rare, Alberto's professionalism, kindness, and attention to detail shine brightly. He embodies the essence of hospitality and is undoubtedly an invaluable asset to The Ritz. I am not sure who is the main manager of this hotel but promoting Alberto to the highest level would not only be a testament to his outstanding performance but also a smart investment in the continued success of the property. Thank you, Alberto, for making our stay truly exceptional. You are a true hospitality rockstar!