Rated 4 out of 5 by DiscerningGuest Update on the problem on this hotel
My last 1-star review of the Liberty hotel was because they massively screwed up my reservation, moving us from our reserved king bed to 2 double beds. In all fairness, the head of their rooms responded to me personally and offered his sincere apology, the return of my Starwood points for this reservation, and the request to return to give them a chance to show how good they usually are. This very professional, thoughtful, caring response to my first experience is a demonstration of a top-notch hotel, and they deserve this addition to my prior review. I have promised to return and give them the chance to show us what they really do based upon this quality of response to my complaint. That is what rated the 5 stars on staff responsiveness.
June 8, 2014
Rated 4 out of 5 by LindaS23 Watch details carefully when you book package
I booked in January for a reservation in May. I don't know why the rate detail given below indicated 4th night free since closer reading indicates that the 4th free night was not an option for May. This package should not have been shown as an option for a May booking - it was very deceptive. I asked for at check in about the 4th night free rate and was told the manager, Erin, would review and get back to me. No one even bothered despite 2 calls to the desk. It colored by experience to feel I was offered an option that was not available for a May booking. Here is what my booking indicated :
Taste Of Luxury Package Includes Daily Breakfast, Minimum 3 Nights
4th Nt Free In Nov Dec 2013 Jan Feb Mar 2014 And Is Adjuste** ** D At Ci.incl Daily Full Brk.
June 7, 2014
Rated 5 out of 5 by Michael41 Excellent location and perfect service
Visited for our 10 year anniversary and was sent a pre-arrival email about what we expected and wanted with recommendations for eating and activities. Had a bottle waiting in the room with a congratulatory note. Excellent service in a clean, atmospheric and lively hotel.
June 3, 2014
Rated 5 out of 5 by DeeBee4 Captured by Luxury
First impression was locked up tight with arresting lobby entrance.
Warmly welcomed with a glass of champagne, while hearing about fascinating history of this jail house turned into beautiful luxury hotel.
Escape to Scampo's , Lydia Shire Rest. , definitely not our last meal here, Alibi for a pre dinner cocktail is not to be missed.
Can't wait to return.
June 3, 2014
Rated 1 out of 5 by DiscerningGuest Failure to honor our reservation - and bad stay
We reserved a room with a king bed for a romantic evening in Boston with our SPG points - spending 12,000 points for what we expected would be an excellent opportunity to try a top end Starwood property (I hold gold status with 2 other chains, and wanted to see a top Starwood property). When we arrived, we were told the only room available featured 2 twin beds - not even queen beds were available. Our window faced another set of windows at the building next door, and the heating / cooling equipment on their roof. Our phones in the room - both on the desk and on the nightstand - did not work. The best the desk clerk could offer us was an "I'm sorry" and 500 Starwood points - nowhere near adequate for the failure to deliver on the reservation we made. I find it odd and perverse that once I committed to my reservation I could not change it less than 48 hours prior to expected arrival, yet the hotel changed my reservation without consideration or compensation. This has left an enormously bad taste in my mouth about the Liberty Hotel, and not wanting to do much to elevate my Starwood status.
June 3, 2014
Rated 5 out of 5 by Barbara14 Excellent Service!!
Hotel was great! Excellent service from everyone including the concierge, doorman, front desk, conference planners, etc... Food was also very good! My only issue was the "business center". It consisted of 2 old black & white printers and monitors. Took 10 mins just for the monitor to warm up. Needs updating badly. Appreciated that they didn't charge for the copies I needed. Other than that - great place for a meeting.
June 1, 2014
Rated 5 out of 5 by NAF33 Another great Starwood hotel in Boston!
This was our first time at The Liberty. We have stayed at a couple of other Starwood hotels in Boston and always have had a wonderful experience. Customer service was excellent! The hotel has so much history and the ambience was wonderful! We just came for one night to go to a Red Sox game but will be back when we can spend more than one night. We cannot wait to come back and explore all of the historical aspects of the hotel and check out the various bars/restaurants. We will definitely come back on a night when The Catwalk Bar is open.
May 28, 2014
Rated 5 out of 5 by DC12 Blown Away
This hotel has an above and beyond staff. The professionalism, the friendliness, the constant assuring we have what we need. The customer service and hospitality at the hotel is 2nd to none. We can't wait to come back
May 27, 2014
Rated 4 out of 5 by EWU19 This hotel is amazing !
I really love the interior of this hotel, it simply amazing. The service provided was great too, knowing that there's 3 of us, they offered a free upgraded for us. I was really happy with the choice I made to choose this hotel.
May 25, 2014
Rated 4 out of 5 by Andrew206 Hotel staff was very friendly
A friend an I were travelling down the East coast and made a stop over here.
From the moment we stepped into the hotel the staff were courteous, professional, and friendly. The hotel itself, and the lobby in particular, was interesting to explore. A few weddings were also going on that day as well. Lots of excitement!
Oscar, the gentleman at the reservation desk upon arrival, set the tone for the rest of our stay. Informed us of events, granted us some special services, acted as a bit of a tour guide, and insured we were looked after any time we had a question. Very personable!
The small gym was a pleasure. Providing cold towels, water, small collection of weights, and a few machines. It was packed in the morning, however if you enjoy running a thirty second walk takes you to a wonderful path along the river.
The attached bar Alibi had just been renovated and was an incredibly busy place Friday night. Almost to busy. The gentlemen running it are very professional! I did have an issue with member of the bar staff claiming to have misplaced a credit card (Partied all over and that is a first for me!). I would have liked to billed it to my room the whole night but I don't think the bartender serving would have been able to keep track... A quick talk to the guys at the entrance and in seconds this incident was resolved. To be fair, the place was PACKED!
This hotel is definitely a great place to stay! Starwood Hotels around the world are always a good choice when you want a high level of professionalism and luxury.
May 25, 2014
Rated 2 out of 5 by DrMillo1 Great facility needs maintenance and quality of service i proovement
I stayed for 7 days one of many stays at this great facility.
Unfortunately the shower facet was detached ( could really cause burns/safety issues)
The power plugs in the lamps were too loose so you cannot plug in any device.
The internet connection even when you pay premium is half bandwidth of what is promised ( 4Mb which low anyhow).
The front desk people not always available and many times only in training person is at the front desk.
So much room for improvement!!!!!
May 23, 2014
Rated 5 out of 5 by KMarie Boston's Best!
Excellent service, comfort and architecture with the
best location and views in Boston. Fabulous bars
and restaurants too!
May 21, 2014
Rated 5 out of 5 by theend451 Service and location are the BEST in Boston!
My partner and I had the pleasure of staying at the Liberty to celebrate his graduating from Brown. Brian Lodermeier ensured a memorable trip for the both of us. The rest of the staff was wonderful as well! You cannot beat the location right next to the Red Line and with great rooms and comfortable beds. The Liberty is our favorite Boston hotel.
May 19, 2014
Rated 5 out of 5 by NYCBOS The BEST service
I have to say that every time I come here, I am thoroughly impressed with the service. Every member of the team is incredible, but I have to point out that Jill is exceptional, (as was Will). Jill exceeds every expectation and does so with class and grace. She is phenomenal and I would hire her in a second! I am in town and stay at the Liberty once a month and it truly feels like home.
May 19, 2014
Rated 4 out of 5 by Debralynn Great hotel
Beautiful lobby, rooms,attentive staff. I came for a conference and found it to be ideal in terms of location. Coffee/ tea wasn't great and chairs in meeting room were not comfortable. Suggest upgrade in these areas. Everything else was really perfect. Love the champagne on arrival and the chilled towels in the gym!
May 17, 2014
Rated 5 out of 5 by Gc50 Great place
We arrived after a few travel problems !! And the staff greeted us with such welcoming arms and helped us organise the perfect dinner and tour plans ,
We loved the hotel rooms and what a great buzz in the hotel ,It made our trip.
May 16, 2014
Rated 5 out of 5 by Gene07 Fantastic City Views
This was my best stay in Boston ever, feels like home
May 10, 2014
Rated 5 out of 5 by OLisaO Perfect for History Buffs
This hotel is an old prison and right at the edge of old town Boston. We were able to walk down Cambridge St. and enjoy the many old buildings that now house stores and restaurants. It was a step back in time trying to envision what the city was like way back when.
May 9, 2014
Rated 2 out of 5 by Gimlet Overpriced for the quality
The only thing going for this hotel is the lobby; all else pales in comparison to other hotels in terms of value for the experience.
Yes, the lobby is cool. Scampo is really good. My wife said the gym was pretty good.
The rooms are small, beds are small and not high quality. Shower is too small; fixtures ok. Bathtub is very uncomfortable.
Price is extreme; and by the way, you're paying for Mass General's facilities.
May 3, 2014
Rated 4 out of 5 by Alldayray Just an overnight
We spent the night in Boston and stayed at the Liberty. Had to wait a very long time for our room, the receptions desk said an hour and a phone call, when the room was ready. We checked back at the desk after 2 hours and told a little more time that the supervisor had been called, so we waited another hour and finally went to the desk again and the comment was, "No one called you?"
That was my only complaint.
May 3, 2014
Rated 5 out of 5 by PoliEcon Jailed in Boston
Great location. Fabulous architectural reuse of the old city jail. View from our suite of the Charles, Back Bay and Cambridge was phenomenal.
May 2, 2014
Rated 4 out of 5 by 2014guest Room for improvement
2 nights in a row had to do fire drill due to false alarms .A bit annoying cos' it happened at early mornings.
Breakfast at the Clinks. No teaspoons when serving coffee. Long wait for Dirty Spoon to be delivered. Had to change twice.
May 2, 2014
Rated 5 out of 5 by Momofmarathoner Stress of child in hospital
Liberty was so great to me!! My daughter ended up in the hospital and they were so accommodating to me. Very considerate staff.
April 30, 2014
Rated 5 out of 5 by PDC14 A complete treat in every way
We came with our kids for 5 nights and loved it. The staff went beyond the call of duty--they did a number of things that made our trip more enjoyable. For one they painlessly got me out of my car rental agreement once I discovered that having a car was not worthwhile (parking is expensive in this city and the T Metro is great). .They did extra favors for us, such as help me with a medical product that needed boiling everyday. Loved the location--easy walk to Cambridge right next to the T. Rooms were comfortable and the gym was good. Lots of nightlife right in the hotel. (restaurant in hotel is good but expensive).. Also--less than 15 minutes to the airport
April 28, 2014
Rated 5 out of 5 by Ma2Me Always a pleasure
Returning to Liberty is such fun. Staff are welcoming and attentive. Food amazing!
April 20, 2014
Rated 5 out of 5 by happ1123 DOWGRADED
Ever since I got downgraded from SPG Gold to PREFERRED I've lost a lot of my enthusiasm for the hotel.
April 16, 2014
Rated 5 out of 5 by MLAB This hotel is one of the best we have stayed at
We loved all the hotel had to offer. It was within walking distance of all the points of interest we wanted to see. The hotel dining was excellent. The staff was always there to answer any of our questions and assist us in any way they could. I highly recommend it. I already have two co-workers looking into a vacation there.
April 14, 2014
Rated 3 out of 5 by magnum01 Boston Visit
Room was not very clean. Carpet was dirty, spots on walls. Check in delayed > 50 min. Lights in closet and makeup mirror didn't work.
April 13, 2014
Rated 5 out of 5 by KingDaddio The Liberty was Liberating
Upon entering the lobby of the Liberty, I was transformed from historic Boston to ultimate luxury and best-in-class service. While waiting to check-in, I was treated to white wine. At check-in, I was upgraded to one of the nicest suites in Boston. The views of Boston from suite 1101 are striking and the room is total luxury. The hotel staff is super attentive and the restaurants in The Liberty offer delicious food with great service.
April 9, 2014
Rated 4 out of 5 by KB228 Beautiful Property in Convenient Location
This hotel is worth staying at simply for the architecture and ambience. It is conveniently located right by the red line and is walking distance to the Esplanade. In the past, I have experienced superior customer service. I was not as impressed with the hotel side of operations during my last stay because of numerous issues that had to be resolved during my stay. (Some of which were never resolved.)
We spent a significant amount of time at the bars and restaurants in the hotel. Schuyler and Justin are superb bartenders and were genuinely nice to us during our stay. They created cocktails to suit our tastes and remembered our names from the first day. It was an absolute pleasure to be served by them and their excellent customer service is likely why I overlooked a majority of the issues we had on the hotel side of the house.
This gorgeous property is absolutely worth visiting. I believe there must have been a change in management recently as I have stayed at this property multiple times over the years and this is the first time they disappointed me.
If you stay at this property, make sure to have drinks at the lobby bar and get reservations at Scampo. DELICIOUS!
April 8, 2014