My husband and I booked a suite at the Boston Peabody Marriott for our wedding day, specifically for him to take his getting-ready photos. Unfortunately, the air conditioning in our room broke, resulting in an unbearable temperature of around 90 degrees. This forced him to...
Read MoreMy husband and I booked a suite at the Boston Peabody Marriott for our wedding day, specifically for him to take his getting-ready photos. Unfortunately, the air conditioning in our room broke, resulting in an unbearable temperature of around 90 degrees. This forced him to take all his pictures in the hotel lobby instead, which was far from ideal given the occasion. Despite contacting the front desk, the issue was only fixed several hours later, by which point it was too late to salvage our plans.
To make matters worse, when I reached out to the hotel's customer service, I was met with conflicting responses. One representative claimed there was no record of an HVAC issue or repair, essentially implying that I was lying to get a refund. Another representative then stated that there was indeed a record and that the issue had been fixed promptly. This inconsistency in their responses was incredibly frustrating and unprofessional.
Given the significant strain this put on our wedding day and the lack of any offer for a refund, partial refund, or even points, I would never recommend anyone stay here. The customer service was absolutely horrible and completely unacceptable for a hotel of this caliber.
That said, I do want to acknowledge that their events staff was fantastic and we enjoyed working with all of them. It's just a shame that the overall experience was marred by such poor customer service.
Trip type
Vacation
Travel group
Family
Rooms: 2
Service: 1
Location: 3
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