Rated 1 out of 5 by AG85 The worst customer service
I recently stayed here for a wedding. Upon arrival we waited over an hour to get into our room which gave us 20 minutes to get ready for the wedding we were attending. This hotel is poorly run and was not planned or ready ahead of time. We were told we could check in at 3 so we planned on getting ready in our room.
Breakfast in the morning was a disaster. We arrived at the buffet and most of the food was gone and cold. When asked for utensils it took longer than it should have to get them. Never got a cup of coffee, fresh water of orange juice. The amount of money that was spent at this hotel one would think things would have gone way better than they did. Although this hotel in beautiful, I would never recommend this place to anyone.
July 29, 2013
Rated 5 out of 5 by sweetdelicious1 Last minute stay in Boston
We had a wonderful experience. It was a spur of the moment idea to go to Boston. We were headed to Alibi's for a cocktail when we discovered it is located at the hotel. After walking through the atrium we decided to stay the night. The staff at the hotel desk were very accomodating, the room was big, clean and up to date with the decor. The ambiance of the hotel in the evening was so much fun that we stayed there instead of going to a nightclub. It was in walking distance to Quincy Market & the North End as well. The courtyard at night was beautiful.
August 17, 2012
Rated 4 out of 5 by Boston This hotel is in a great location, but...
I really enjoyed staying this hotel. While I was checking in, I let them know that I'm a SPG gold member, and the receptionist upgraded my roon. I liked the atmosphere of hotel overall and also like the interior of the guest room. However, I was very surprised, the water stopper didn't work so the there was no water drainage from the sink. A guy came to fix the problem, and he left saying all problems were resolved, but it broke again. Another guy came to fix it, and it seemed better than the first time, but the rate of water drainage was so so slow. We thought the problem is not only the stopper, but also the plumbing. We could call another service to fix it, but we just gave up.
Other than the water issue, we liked the stay overall.
April 22, 2013
Rated 5 out of 5 by tuffymcg1 Beautiful Hotel!
This hotel is a landmark hotel and it has an artful ambience and interesting use of existing architecture remaining from the days as a jail! The suire was spectacular...windows with great views of Boston. Nice contemporary decor in the room as well. One small thing...the shower: could not adjust spray strength from shower head, when closing the glass door, part of the towel hanging on the hook outside the door would get caught and the door did not close completely, and when the floor mat was down in front of the shower, the door to the bathroom was a bit low and would grab teh towel. Those are really minor logistics that did NOT take away from the charm andluxury of the suite. The staff was exceptional! Pleasant, friendly and efficient.
August 11, 2012
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 sarowe Fantastic stay in Boston
We had a fantastic stay at the Liberty on a recent visit to Boston! The hotel staff were incredibly helpful and friendly, well above the standards of most hotels. Emily was very helpful when we made the reservation, while Patrick on the front desk was very welcoming and knowledgable about the hotel when we checked in, and Calvin made us feel like royalty during our stay! The actual room was very clean, spacious and comfortable, and offered wonderful views of Boston. This is the best hotel we have ever stayed in, and highly recommend it to others.
November 30, 2011
Rated 5 out of 5 by YanyanJenJen Beautiful place to stay
My significant other and I decided to stay at the Liberty for our trip to Boston and it was the right choice. The hotel was beautiful and the rooms were clean and modern. Management was extremely helpful, answering our questions prior to our arrival and then greeting us with amenities above our expectations. We also enjoyed our time at the hotel restaurant Clink, where we experienced impeccable service from their staff for each day of our stay. Overall I would highly recommend the hotel not only for its amazing facilities but the great service.
August 9, 2013
Rated 5 out of 5 by Mama Daughter's 21st Birthday
Gave our daughter a night at the Liberty Hotel in Boston with friends for her 21st Birthday. I had a number of emails between the reservations professional and the Manager of CLINK. This was just a little overnight for my girl but Liberty treated every question and request with respect. She had a wonderful time, and the staff treated her and her guests to complimentary champagne to celebrate. I was a little jealous I was not part of the fun. Looks like my husband and I will have to make a reservations for ourselves! Thank you Liberty Hotel!!!
February 14, 2013
Rated 4 out of 5 by TM060449 Washington's Bday Weekend at the Liberty
This was our fourth stay at your hotel--so obviously we are fans. We love the staff and the location is perfect for our needs.
We have stayed there twice this year already. I have noticed a few things that I think could be improved upon. In our very technological world I think the guest rooms could use a few more outlets. And depending where you stay in the hotel some of the rooms have the natural light blocked by the hospital buildings. So additional sources of light should be considered. With these improvements it would be an amazing place.
February 19, 2013
Rated 5 out of 5 by Hugh1 Overall enjoyable.
I stayed at the Liberty on Thursday, January 17th, 2013. Attentive staff, inviting common areas, and a common pride in the development of luxury hotel from a rather grim jail - but you won't be staying in a converted jail or cell, the rooms are nicely configured for relaxation. My room was spotless - the bathroom was spotless - this is important to me. The Liberty is billed as a luxury hotel, and it is, so the price is what it is. I booked directly through the hotel for one rate that wasn't available, so they offered an alternate upgraded package. It was more expensive, but in my opinion the Winter Wonderland package with full breakfast and a few perks was not a bad deal. Don't rush in and out, take the time to enjoy your stay - and you will.
January 23, 2013
Rated 4 out of 5 by Karen910 Excellent except for one instance of bad service - still not sure if it was Liberty or SPG
Excellent except for one instance of bad service - still not sure if it was Liberty or SPG. Booked my stay so I could be close to Mass General while my husband had heart surgery. Everything was wonderful until i tried to extend my stay because my husband wanted me with him. I was given the run around by one or both Liberty and SPG about using my points and someone not wanting to give me my fifth night free. I had just had the most stressful week of my life and I they wanted me to do a conferance call to get it worked out WELL lets just say I am sure this could have been handled without invoving me. so i chose to pack my bags and go home to NH and commute for the last 3 days of his stay at MGH - Can you say inconvenient?!!!! Thanks for nothing.
August 18, 2012
Rated 5 out of 5 by Tammarahc A+ Service!
This was one of the best hotel experiences I have ever had. The hotel it's self is gorgeous. The history is so interesting. It's so convenient. Literally right next to the subway. The staff is what really made it amazing though. The first Teresa we met at the front desk was friendly and welcoming. The second Teresa was so great!!! What customer service!! We felt like Princesses. They gave us Cava when we arrived and made sure we had everything we needed. The valet and baggage guys were so nice and helpful. The Concierge, (short blonde hair) was very helpful and knowledgable about Boston. The bartenders and waitresses were great too. The staff is obviously hand-picked to perfection. It was a wonderful experience. I wish we could have stayed longer!
August 19, 2013
Rated 4 out of 5 by mklajade Excellent Customer Service, room could use some work
I was so thankful to Jeremy at the front desk who was overly helpful in finding us a great room. In addition- Prince was very kind to show us to our room and make sure we were fully satisfied. I noticed, however once we settled in, that the room was terribly dusty on basic surfaces like the desk and the night stand. It was evident the surfaces had not been cleaned in quite some time which was a bit concerning. I had booked the room for a client so I ended up just wiping down the surfaces myself so they could have an enjoyable experience.
May 23, 2013
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 Feather Fun experience
Really unique hotel!! This was our 4th stay. We are always amused by the night life scene in the Lobby. There was a bouncer at the entrance to the Hotel. When we got back from a Concert he checked us us to be sure we were worthy to enter! A little intense for a Hotel guest, but understandable since there were hundreds of drinking people milling about.
The dining serving staff is a little uninformed and not too willing to ask the chef about the menu regarding specific allergens and ingredients, that was surprising that I had to insist!
November 20, 2012
Rated 2 out of 5 by Jammin67 Just like old times at the jail
I am a nurse who decided to try the Liberty Hotel because I had to be back at work early in the am after working late into the night. Really I just wanted to sleep. There was a live rock band playing in what used to be the Citadel. I got a very generous discount that I truly appreciated. My room was right off the Citadel and very noisey. I didnt fall asleep until until afer 2am because of the band, dish clean up, other patrons near my door discussing plans of the evening. All in all not worth the discount for me and will not be back.
September 25, 2012
Rated 5 out of 5 by star2v Trendy hotel is the life of the party
We held a bachlorette party this weekend at the Liberty hotel. It was the perfect location - central to downtown Boston and with a fun bar of its own. Staff was very helpful with the registration - plus the glass of cava was a nice touch. The rooms were very nice with a comfortable bed. Bathroom was perfect - large with both a tub and a shower. We ate at the bar upstairs twice and enjoyed our food both times. Added bonus - getting into the bar Alibi without standing in line! All in all a very good experience.
February 10, 2014
Rated 5 out of 5 by AVA1942 Reunion Event
We stayed at The Liberty during my college reunion.
The entire stay was an outstanding experience: from check-in to check-out, the staff was unfailingly courteous and attentive, the public spaces were striking, the rooms and food wonderful.
One note I particularly appreciated was when I needed to get to the Back Bay at 7 pm, and no taxis were available, I was offered a ride in one of the hotel's cars, which promptly brought me to my appointment.
I would strongly recommend The Liberty to friends, and I look forward to returning.
June 1, 2013
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 2 out of 5 by tp53 SPG platinum does not mean anything to this hotel
The liberty hotel is a great place for a drink or to meet friends or to just hang out in the beautiful lobby. But the hotel rooms (for a luxury hotel) are not up to snuff. As a platinum member I was not upgraded (at all!) and put in a room with a wonderful view of the back of a building. When I mentioned this to the staff they sort of shrugged and told me there wasnt anything they could do about it. I had to wait twice at check in counter (as there wasnt anyone around) and I was not at all satisfied with the value for money.
October 30, 2013
Rated 5 out of 5 by Verne Great hotel
The staff was outstanding in their competence and friendliness. Their attitude seemed to be truly focused on what they could do to make our stay more pleasant-----at reception, at Clink for cocktails, then again at Clink for dinner, everywhere. While we're Boston suburbanites we've already talked about spending a weekend at the Liberty just for fun. While we're obviously enthusiastic about your hotel, please do not use our comments for advertising purposes with attribution.
You should be proud of your building and staff.
January 16, 2013
Rated 4 out of 5 by JessFedd Nice historic bldg and location
Love the historic building, got a room in the new wing so it was nice and quiet. Amazing view and great bathroom. Staff was very friendly and got us a difficult last minute reservation, with a great table. Bed was not as comfortable as our heavenly bed at home and seemed smaller than a regulation king, not sure if that's even possible. Otherwise room was great. It is definitely a "scene" on weekend nights so be ready for that. We got a good deal on rates so I would come back, but probably not for the typical room rates.
June 29, 2013
Rated 5 out of 5 by TM060449 Excellent Location and Fantastic Hotel Environment
The Liberty Hotel is a unique experience. It is located strategically in the heart of Boston with direct access to Cambridge, Beacon Hill and the South End. The environment in the hotel is very warm and friendly. The staff is excellent and very responsive to any inquiries and requests. The environment is dynamic with many friendly faces throughout the public areas all day and night.
The rooms are totally soundproof and enable one to get a great night's rest. The Liberty Hotel is the place to stay in downtown Boston.
November 28, 2012
Rated 3 out of 5 by Shel123 Lots of Action but rooms need improvement
Hotel has lots of action going on.Clinks is great for breakfast and Scampo was wnderful for dinner. The cioncierge staff was amazing, especially Yasmin.
But the rooms are quite shabby. Dirt spots on the carpet and bedding. I asked for a wakeup call one morning and they forgot it. There was no turndown service. We asked for it once and they took away dirty towels but didn't replace them. Had to call 3 times to get a burnt out bulb replaced.Empty showercap box stayed there for 2 days until they finally replaced it.
September 2, 2013
Rated 1 out of 5 by BostonGuy Really disappointed!
OK, I won’t argue the lobby is great and it has a real fun atmosphere, it is hip and cool, however that all changes when you get up to the room. I opted for the Charles River Suite thinking the luxury would be extended to not only all rooms but especially a suite. I was sadly mistaken.
1. The carpet in the suite is filthy, stained and just looks dirty.
2. The carpet in the bedroom had a huge red wine stain right next to the bed- very visible
3. The furniture aside from being dusty, was cheap and old with many scratches and chips
4. Two bedroom chairs (you can actually see them on the hotel website)-were dirty and stained-I have seen cleaner furniture in dorms rooms- the pillows on the chairs also covered in stains
5. Bathroom floor was nice marble however there were toothpaste droppings and god knows what else…dirty
6. Bed spread had a half dollar size hole in it-again very visible
7. Shower products locked to the wall- a little cheesy- not what I would expect in a suite/Luxury hotel
8. Only one running elevator on the morning of check out- Never saw anyone working on it and watched several people mention it to the staff who all seemed to not really care???
9. I asked for my bill at check out and they said they would email it to me- when I got the email it had a bogus $50.00+ honor bar charge- I called the hotel and they took it off without question but it seemed a little odd, almost like this happens a lot. I was told the honor bar is not electronically monitored and sometime the staff miscounts…???
10. No mention of SPG platinum benefits-
11. Bed service never arrived (Not a real big deal, but again not what I expected with a suite)
12. Noisy, noisy, noisy- walls are paper thin
13. Brunch at Clink was good but overpriced and service was real slow to non existent
Now, a couple of positive things:
1. The view from the suite is amazing and if they cleaned the place up it would be worth every penny
2. The staff I dealt with was very accommodating: The head of house cleaning came up to the room and she was great however there is nothing she can do with a stained rug and filthy second rate furniture- The night manager was understanding and did comp me back some “points” .
3. Food at Scampo was great
As you can see the bad heavily outweigh the good. I will never stay in this hotel again as there are far better top level hotels in Boston that are more than just a nice looking lobby.
March 5, 2012
Rated 5 out of 5 by rmbdds Great, Fascinating, Historic Hotel
I always try to stay at Starwood hotels, and again I wasn't disappointed. My 14-yr old son and I went on a guy's trip to Boston, and wanted to stay in something different than a regular hotel chain. Wow, this place fits the bill! Being a historic 100+ year old jailhouse renovated into a hotel, we loved the ambiance and uniqueness of this place. The staff is as good as any I have ever experienced - even the valet, after meeting us once upon arrival, consistently greeted us by name during the entire stay. The location is great - conveniently within walking distance to about everything downtown, and right next to a subway station when that was desired. We really enjoyed this hotel, and will likely stay here whenever we go to Boston again. I would highly recommend this hotel!
April 1, 2013
Rated 3 out of 5 by JayB42 Some shortcomings
The bathroom was uncomfortable...toilet should be "comfort height " . This one was so low that I pulled a stomach muscle sitting down and getting up . There should be safety bars in bathtubs and showers to prevent falls on slippery surfaces. Ther should be hooks to hang towels, pant etc while showering. Water pressure was too strong in shower and could not be adjusted and the shower head was too high...should be adjustable.the breakfast room was too cold (Clink ) had to change table and still was freezing. Mike's Coffee was too bitter and the only bagel offered was tasteless and bowl of oatmeal was too large for the average appetite. The 2 nd floor lobby was also too cold in the evening because too much cold air sweeps in from the main entrance. The restaurant Scampo was superb and exceeded my expectations.Thanks
February 21, 2014
Rated 4 out of 5 by ChicagoGuy noise
A great hotel except - next time i will ask for a tower room. i was in a room off the central atrium and even with the hall door closed (though it kept opening) the noise on thursday night and then especially on friday night was really quite extraordinary and beyond anything that ought to be anticipated. the earplugs provided were a bit useful, but nothing would have been up to the task. i should have been warned on check in, as some guests might plan on staying up until 1AM and they would not mind those rooms
October 2, 2012
Rated 5 out of 5 by AZBB Great place to stay
Overall, a fabulous hotel, lots of fun, great restautants, wonderful staff. Our only problem was trying to connect to the internet "Premium Service" for the faster speed connection and multiple devices. That never was possible, and made using the internet much slower, for example, trying to download a movie. But, other than that, would be highly recommended.
April 5, 2014
Rated 1 out of 5 by rl23 A fallen star
I have formerly always enjoyed staying at this hotel. It is showing signs of wear, and the service has been very poor. I was overcharged for my room and the situation was not resolved easily or pleasantly. I missed breakfast because the service in the restaurant was slow and I had to leave. The room was small with no coffee maker in the room. It is otherwise well appointed, and most of the staff, while not that effective, are personally friendly, energetic and upbeat, and there is a lively evening scene here.
June 14, 2013