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October 2024 by Diana Jean
A Disappointing Experience at DoubleTree Hilton Westborough. Where is my Apple Watch and my Hermes Twilly??
I stayed at the DoubleTree Hilton Westborough over the weekend for a family wedding, and unfortunately, my experience was far from what I expected from a reputable hotel chain. I am writing this review not just as a guest but as someone who understands the seriousness of theft and criminal law, and I believe it’s important to share my experience.
On the night of the wedding, I decided to carry a simple brown Christian Dior purse and, for security, placed my Louis Vuitton purse inside my luggage, which also contained my Apple Watch and a Chanel bracelet. Before leaving the hotel on Saturday afternoon, my partner specifically informed a housekeeping staff member, who was cleaning a room nearby, that we did not want our room cleaned. The staff member agreed.
After checking out early Sunday morning and returning home to Washington State, I realized my Apple Watch, Chanel bracelet, and Louis Vuitton purse were missing when I went to charge my watch. I immediately contacted the hotel, but since housekeeping had already left, I was told they would follow up on Monday.
By Tuesday, I was informed that my purse and bracelet were found, but my Apple Watch was still missing. I repeatedly asked to speak with a manager, but it took two days and multiple calls before I finally spoke with the Assistant Manager. He assured me that their door system showed no unauthorized entry into my room after I left, and that mailing my items back—though not their usual practice—was being done as a courtesy. However, his tone throughout the conversation made me feel as if I was at fault for my belongings disappearing from my luggage.
When I received my purse today, I was shocked to find that the Twilly scarf, which was an Hermes wrap around the handle, was missing, and a random item that didn’t belong to me was placed inside the bag. While my bangle was returned, my Apple Watch remains unaccounted for.
As a guest, this situation has left me feeling both disrespected and violated. The lack of responsibility and accountability shown by the hotel staff has been incredibly frustrating. It’s hard to imagine how you would feel if you stayed at a hotel, took reasonable steps to secure your valuables, and came home to find items missing—only to be met with dismissive responses.
I trusted this hotel with my stay, and unfortunately, that trust was broken. I am a Hilton Honor and this is the first time
that this happened.I hope they take this matter seriously in the future to ensure no other guest experiences what I did.
Safety: My belongings went missing
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October 2024 by Ruth Sanderson
Stayed at Doubletree and used the app to check in and keyless cards. It was easy to check in, and I was able to select my room. The room was a bit smaller than I am used to, and not much ports to plug things into. The bathroom was small as well, with not much room to walk around or place my beauty supply. The toilet kept running, and I called the front desk, and maintenance came right away. He was much older but very friendly and courteous and explained work to be done. I was a bit disappointed that the restaurant was closed but enjoyed the breakfast buffet, although it was not included in the room rate. The host was very friendly and the staff were very attentive. I like the fact that it was close to the highway.
Rooms: The room was a bit small but clean. I wish there were more ports near the phone and radio side.
Safety: I felt pretty safe and was on the 1st floor with the front desk.
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October 2024 by Don Valentine
Nice quiet hotel, but didn't have any shower gel in the bottle hanging on the wall of the shower. Didn't have my body wash with me, so a water wash is all I could do. Only stayed for a night, when there was not shower gel, I didn't bother staying more nights because Im in the area for the week for work, I changed my hotel to a Hampton Inn located in Westford for the remainder of the week.
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October 2024 by Dave Werkema
Even though there are renovations going on the hotel has done an incredible job making sure it has absolutely zero impact on our meetings and our stay.
The rooms are fresh and clean,
Breakfast was fine, eggs could have used a little more flavor.
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September 2024 by Nolan Nicholas
Hotel was being renovated and lobby was a disaster (full price still charged) - rest of the hotel and rooms so so at best. I will not be returning.
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September 2024 by Patrick Gaffney
walked in to a construction site where workers were literally working on ladders over guests walking in the lobby and to the elevator. dust everywhere, hammer drills, extremely unsettling for a hotel guest. Asked the front counter if they were aware of the risk to guests and the answer, sadly, was yes. The construction dust was evident in the hallways and guest rooms.
I have been a Hilton Honors member for 18 years and have noticed the brands going down hill for the past 2-3 years. An utter lack of care for the guest that one time existed.
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September 2024 by Jue Wang
Location is good. Breakfast is overpriced. It should be included. Bathroom is small
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September 2024 by Quinn Gagnon
Nice hotel room, they are doing construction downstairs though
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September 2024 by Jason Lowder (PF_Marketing)
We can handle under construction, but dirty rooms and poor customer service is unacceptable. The check in staff was not nice and the night audit staff wouldnt even get up out of the chair to respond. Oh and no coffee at 5am is terrible. The normal check in cookie at this brand can make the travel woes better but that wasnt available at this location either. Over all bad. My first one star rating in years.
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September 2024 by Erik Pickering
I would have liked to have given the hotel 5 stars, however the overall experience was not satisfactory. I do give the 5 stars freely when it comes to staff especially Jason at the front desk. He was very professional when handling my dissatisfaction with how the remodel was handled.
No where does it show the hotel is remodeling the lobby & restaurant areas. They claim it will be completed in a couple of weeks from today however, it was a bit of a bait and switch.
The restaurant they advertise is not really a restaurant at all during the remodel. They have a portion of it that you have to walk through staff areas to get through. It is only open for breakfast only. Then there is a bit of a happy hour from 6pm to 10pm.
All in all the management should have advertised the remodeling when booking the room. It would have been nice to know.
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September 2024 by Alan
I stayed at a time when this hotel was undergoing some much needed renovations. In its current state, the place is very dated and the rooms really need an uplift. The staffing at the front desk is also very limited. There is a small sundry shop next to the front desk with lots of candies and drinks. The gym and pool is pretty nice and the parking is free. The beds are really uncomfortable but at the very least clean. Location wise, it’s in the heart of Westboough so not quite Worcester and not quite Framingham.
Rooms: Dated and in need of an uplift
Nearby activities: None
Walkability: Nothing to walk to nearby
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September 2024 by Tiffani Brown
The only positive, I was able to still check in at midnight after my flight being delayed 5 hrs
Although remodeling...which they should note to guest. The room was comfortable until the crew started hammering literally next door at 8am!!! The hair dryer was missing and there were nats in the restroom.
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September 2024 by Rich Barth
Place was under construction, not bad but the night check in clerk, was not helpful at all and had an attitude. My company booked the travel arrangements and there must have been an error. Rather than help me he refused and I had to pay for the night out of my own pocket even holding paperwork stating I was to be there for weeks. My company does tons of business with this location and it's sad this is how I was treated. Then I come back after going home to see my family my work paid for me till the following week. They removed all my stuff from my room and it's missing. They gave me room away even though it was already paid for and I may have to file a police report. Don't stay here you will be happier for not having to deal with this place.
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September 2024 by David Shannon
Stayed here while in town for a motorcycle event. Was under renovation, but it wasn't too much of an interference. Rooms were clean and in good shape.
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August 2024 by Maddy Ciesnicki
I never post negative reviews but today I could not help myself. We checked in and there is construction going on in this hotel. Not on the side, immediately whenever you walk into the lobby. Tiles missing, construction tape across walls so that you can’t walk through etc. We were never informed that there would be construction during our stay. The least they could have done was let us know so that we had the option of finding another hotel BEFORE our arrival. We’re paying 221 per night! We’re booked until Sunday and today is only Thursday. My room, the hallways etc reek of plaster and I don’t know what exactly. Used air freshener and it still smells horrible. If that wasn’t enough, after taking a shower and getting into bed, not even the television works. Called the desk and they sent someone to fix the tv and he said that he couldn’t fix it and to ask the front desk to switch rooms. Are you kidding me?! We’ve unpacked everything and filled an air mattress for my daughter. This is a just horrible experience. Extremely disappointed.
