Yesterday, I experienced poor customer service at a level that I would expect from a roadside motel rather than the Ritz Carlton brand. There was a well known soccer player staying at the hotel and we were told that the downstairs bar would open at 5, rather than the normal 4. The restaurant would be open. We went downstairs less than 5 minutes to 5 and asked where we could wait at the bar or could we sit at the end of the bar-we were not the slightest bit interested in the soccer player. The restaurant was also closed down. Why was there no alternate place to relax in the hotel for paying guests? We were told we could leave the hotel or go to our room by the manager on duty. The worst part, an employee seated us in the bar and then the manager came over to tell us to leave.

We stayed for a weekend in late March and went away very disappointed with our experience. The location is great but I'm afraid nothing else met the standard Ritz Carlton strived to set. The most striking point is how hygiene & quality standards were overlooked, and how our feedback was ignored by management. To list a few: 1) The room smelled stale when we first opened the door. 2) The bed was in bad shape. Both sides of the mattress crumble, and represented a mattress which was overused over many years, structurally collapsed and neglected from maintenance. 3)The shower room walls were not cleaned properly prior to our check in - there were multiple strands of hair stuck to the wall. 4) The pump in the hair conditioner provided is stuck and couldn't be pressed. We had to unscrew it to get to the hair conditioner and found strands of hair tangled onto the pump inside the bottle which was gross and disgusting. 5) The bathtub sinkhole plug leaks and the tub would slowly drain as a result, defeating its purpose. 6) The bed sheet was not pristine. We could tell it was laundered but there are multiple small dark spots on the bedsheet. Two of the pillowcase had print stains which resembled ink transfers from a piece of paper. 7) Our bed linen was not changed during room service on the next day despite the point above. Perhaps they have a linen policy or card but this wasn't clear to us. NOTE we asked to speak to management, and Alberto (Assistant Rooms Executive) reached out to us via email. We passed the above feedback to him/her but have not heard back at all after almost a month. Definitely not going again and would reconsider our future hotel choices of Ritz Carlton.

Lovely staff. Late check out offer a nice plus. Free access to equinox a big plus. At $800+ a night there should be a coffee machine or mini bar in the room. I understand the need to make money down in the restaurant but a free cup of joe or tea in my room wouldn’t hurt.

We loved our time here. Came in for a Celtics Game, St Patricks Day weekend and my husbands 50th. Can not say enough about the people that work here. Everyone from the door guys like Danny or concierge department Ryan, Julia and Patrick who helped book a car service from airport, decorated the room for my husbands birthday invited us to a whiskey tasting and just doing nice things to make our stay enjoyable. The are awesome! We stayed on 12th floor where we had the lounge option and I must say this is the best lounge I've ever had access to. There were drinks and snacks all day long it was so great to have this amenity. If you can splurge do this! This hotel is also clean, beautiful and location is perfect for everything. Beds were so comfortable as well! We will definitely come back!

Had a weekend getaway to the Ritz and it was great. The room was comfortable and spacious. The service was great. The whole thing was just the best. I will say that they undersold the room. They said it was a city view but we have a nice view of the park. Would highly recommend.