While a little on the pricy end, everything about our stay was exceptional. The service was impeccable, the food at the Punch Bowl was amazing, and the rooms were very clean. The only thing we noticed was that the refrigerator in our room didn't seem to work. Besides that, I couldn't ask for more. Thank you for a great experience!

The hotel is really new. The room is spacious with great view, and the neighbourhood is safe and modern. The service is either super great or miserable. When we checked in, the front desk was super nice, really helpful and friendly. However, the housekeeping service, which was provided on every other day, was really disappointing. We only had one service during our stay, which is ok, but none of the amenities were refilled, including all types of towels and all types of paper cups.

I almost never write hotel reviews, but this was genuinely one of the worst hotel experiences I’ve had. I arrived close to midnight after significant travel delays, only to discover that the room I had been assigned was not actually ready—the person cleaning it had not finished. After an already exhausting day of travel, I then had to go back downstairs and deal with getting moved to another room. The replacement room was a queen, despite a king room having been booked. Unfortunately, the customer service made the situation considerably worse. The front desk employee I dealt with during check-in was rude and condescending rather than helpful. At one point, I went back upstairs to retrieve my bags from the original room so that I could move rooms. When I returned and asked about the status of the new room, he snapped, “Well, you left,” as though I had somehow caused the issue. I had simply gone upstairs to collect my belongings because the hotel had put me in a room that wasn’t ready in the first place. There were also issues with billing. I provided my card for incidentals, which was completely fine, and gave the front desk the email address for the agency contact handling the reservation. I was specifically told that a credit card authorization form would be emailed to her to complete. That apparently never happened, creating yet another unnecessary issue that could have been avoided with basic follow-through. Even basic hotel information, including the hours and availability of food/room service options, was unnecessarily confusing. Also the one elevator functioning is not good. I understand that hotels cannot control travel delays, and I would never fault the property for arriving late due to circumstances outside of its control. But having a clean, ready room for a confirmed reservation, communicating respectfully with a guest, and following through on billing instructions are absolutely within a hotel’s control. After an exhausting travel day, I needed the most basic level of hospitality and instead encountered one problem after another. Extremely disappointing experience, and I would not stay here again.

A truly unpleasant stay in this soulless hotel. I truly try to give staff the benefit of the doubt. These are hard jobs. But the three people I interacted with over the course of my one night stay just did not deliver. It wasn’t that they were particularly rude, they just did not care one iota. The hotel itself is ugly, the rooms freezing and borderline run down. The location is non descriptive. Breakfast is limp and uninspired. All this for $300/night. And then to top it all off they charge $40/night to park your car in their enormous if grimy underground parking lot. The whole experience is borderline abusive. If the owners could coax you in an elevator, get it stuck and then sell you popcorn they’d do that.

?? 1 star and honestly, I wish I could give zero. I stayed at Hilton Garden Inn Boston Brookline while my husband was admitted to the hospital. I specifically stopped at the front desk yesterday morning, explained our situation, and told them I needed to extend our stay and would be staying day-to-day depending on his hospitalization. I returned that night to find myself locked out of my room, another guest checked in and ALL of our belongings removed. I was placed in a completely different room on another floor, and no one working overnight could even tell me where our belongings were. Our clothes, personal items, my Apple Watch, designer perfume, my husband’s cologne and everything I had during check in. I was told I had to wait until housekeeping/management came in the next morning to even find out where our property had been taken. Now I’m wondering if they even have it. As if that wasn’t upsetting enough, the audacity of charging inflated “patient rates” to families staying here because their loved ones are hospitalized nearby is unbelievable. We are only in these rooms to get a few hours of sleep! Hospital families aren’t staying in Brookline for a fun getaway, they’re trying to remain close to someone they love during some of the hardest moments of their lives. To capitalize on that vulnerability and then provide this level of service is beyond disappointing. $650 from Saturday to Monday morning as a patient rate is outrageous! Mistakes happen. But removing a guest’s belongings after they personally spoke with the front desk about extending their stay, then being unable to account for those belongings overnight, is unacceptable. I never received a phone call letting me know they were removing my belongings and I was “beyond check out time.” Which I wasn’t…. I EXTENDED MY STAY AND LEFT THE HOTEL AT 6:50AM for the day. I was literally coming in thinking my hotel room and belongings were where I left them! I would have loved to have my toiletries to shower with after being at the hospital with my sick husband from 9A-9P! For what this hotel charges families of hospital patients, compassion, communication, and basic accountability should be the bare minimum! I am now sitting here waiting for the housekeeping manager to get in at 7:30A to get my things back hopefully and get out of here! I will never stay here again! What I thought was a safe, comfortable, accommodating stay turned into a nightmare on top of a nightmare…. NEVER AGAIN!!!!

I was disappointed with my recent stay at the Hilton Garden Inn Boston Brookline. At approximately 12:30 a.m., the strobe light on the smoke detector in my room began flashing continuously. It was bright enough to make it extremely difficult to sleep. Since it was the middle of the night, I didn't think it was appropriate to call maintenance and have someone come to the room, so I tried covering the light with a washcloth. Unfortunately, the flashing was still visible, and I ended up getting very little sleep. What disappointed me even more was the lack of customer service afterward. After checking out, I emailed the hotel manager, explained the issue, and politely requested that they consider a goodwill credit for the inconvenience. I never received a response—not even an acknowledgment of my email. I understand that maintenance issues can happen at any hotel, and I wouldn't have minded nearly as much if the hotel had simply responded and shown some concern. Unfortunately, the complete lack of follow-up left a poor impression. I have always had good experiences with Hilton properties, which is why this stay was especially disappointing. I hope the management takes guest concerns more seriously and improves both room maintenance and customer service.

I had the best experience at this hotel. We checked in on Aug. 1st and left the morning of Aug. 2nd. The front desk personnel were extremely friendly and helpful. The bartender made sure I had the best glasses of wine. Our room was super clean and beautiful. We loved the location as well. We will definitely return!

The front desk staff were absolutely miserable, unhelpful, and unfriendly. I thought there would possibly be a difference between the night staff and morning staff, but that was not the case. This was extremely disappointing and we felt very uncomfortable and unwelcomed. We were also very excited to use the pool, it was heated and at a comfortable temperature but all of the sudden a giant red light started blinking in front of the pool maintenance room. This was alarming!!! Nothing was mentioned to us as to why this was occurring. Next thing we know, an extremely potent smell of chemicals filled the room and our eyes were burning and watering non stop. Again, the people who were working in the pool room saw us yet still did not say a word on what was happening. We felt unsafe and concerned for our health. As we got back to our room, we began coughing, skin was burning, and eyes were continuing to water and burn. We will not be returning and are extremely disappointed with this Hilton, especially for the price of $354 for a one night stay.

This hotel is asolutely not worth the price per night. I felt like I was trying to sleep on an airport runway because the fire alarm was flashing green so brightly all night long. I've never experienced that before in a hotel room and I could not sleep because of it. I'm not sure if it was just the room I had or if this is how every room is. The tub/shower was peeling off in several areas and was not entirely clean, so I did not use it. I also wore earplugs, but the air conditioning was still incredibly loud when it turned on. The room also had a strange odor to it, I'm sure that's why there was an air purifier plugged in and running, which was also loud. I did valet my car (not SUV) and expected the cost to be $45 a night as advertised on their website, but was charged $50 for some reason on the bill. $5 is not a huge deal obviously, but annoying and I did not dispute it. I will never stay here again and I do not recommend this place.

I don’t normally write reviews, but I feel compelled to after our most recent stay. I had a small wedding over the weekend and our guests and I stayed at this hotel. Unfortunately, everyone had a negative experience. I wanted to list a few things for anyone thinking about staying here and/or planning an event so you can properly weigh your options. I called ahead to see if they could pass out a welcome letter when my guests checked in and they said they could. I arrived the day before to give them the letters and a list of the guests and they again assured me that they would hand out the letters upon check in. They didn’t, so I ended up getting them back and handing them out myself. The valet was rude to some of my guests and made them feel uncomfortable. For how much they charge for valet parking, you’re better off just parking on the street on the other side of the bridge in Boston and walking five minutes to the hotel. Some of my guests were also told there was a complimentary breakfast, but I think the staff misspoke and meant to say “continental” breakfast. So when the bill came for the *very* mediocre breakfast, my guests were surprised and upset. They did end up getting that cost removed from their bill, but it took a lot of time and effort because it kept being removed and then added back on for some reason. But honestly, Brookline has so many good food options, I’d recommend that you go literally anywhere else to eat besides this hotel. The fridge in my sister’s room stopped working and all the food she had in there spoiled. There was a constant mechanical whistling/beeping sound coming from behind my headboard but luckily the hotel was able to switch my room. However, there is a constant flashing green light coming from what I think is a carbon monoxide detector. It’s apparently in all the rooms and it’s so bright that I could see the light through my sleep mask and closed eyes. It made it very difficult for me and my guests to sleep, so be aware of that before you book. The shower floor is incredibly slippery and the sliding shower doors don’t close properly so water gets all over the bathroom floor. They also only offer shampoo, conditioner, and one bar of soap that you’re supposed to use for both your hands at the sink and I guess your body in the shower, so you might want to pack your own body wash. The positives: the location is amazing! It’s honestly a shame that there aren’t many other hotels to choose from because this one is not cheap and they have seemingly cut a ton of corners. It was actually kinda funny at the end of the weekend when I spoke with my guests and realized we all really didn’t enjoy our stay much. My guests may also be leaving reviews, so I won’t keep piling on, but I hope this review is helpful. Thanks for reading! :)