Extremely disappointing experience.
After a long road trip, we arrived to find the front door locked in freezing Boston winter weather. We followed the provided instructions and called the front desk multiple times, but no one answered—even though we could clearly hear the phone ringing inside. We were left outside for over 30 minutes, then waited more than an hour inside without any assistance. Customer support also attempted to contact the front desk several times and received no response.
Eventually, my boyfriend found a security guard downstairs playing pool, and the front desk employee had to be woken up. When he finally came out, instead of apologizing, he was dismissive and claimed the phone never rang. We rang it right in front of him—and it rang immediately.
There was no sense of urgency, accountability, or care. Being ignored while cold and exhausted after traveling was incredibly frustrating and unacceptable. While the property looks nice, the lack of basic customer service completely ruined the experience. I would not recommend staying here, especially during winter.