十五號比肯飯店

This was our second stay at XV Beacon. Our first stay was one of the best experiences we have had at any hotel, period. Our second stay, we did not have the same experience and it mostly had to do with the hotel front desk manager, Patrick. From the moment we checked in, he was less than personable. Perhaps, we had such a great experience on our first visit, we had high hospitality expectations for this trip. Patrick is a professional, but not extremely friendly and is not going to go out of his way. My wife and I never felt welcome when dealing with him. On every occasion we attempted to use the hotel vehicle, we were told it was not available and he would never offer an alternative. When we communicated with the drivers directly, they were fantastic and accommodated us between their trips, finding a solution for us, unlike Patrick. For the first time in my travel experiences, I was charged a damage fee. It was $400. No, we did not throw a big party. I accidentally spilt some wine on the carpet and they did have the carpet cleaned. I have no problem paying the fee, since it was my fault, but felt as if Patrick did nickel and dime us for this, but nonetheless, it was my fault. When I checked my bill weeks later, I found out that Patrick had charged me twice, $800 for the cleaning, which was supposed to be $400. As I checked out, I confirmed with Patrick that I would only be charged $400, but was charged double. Also, when I checked in, I booked part of my trip though Amex and Patrick informed me at check in that I had a $160 credit from Amex for food service. Well, Patrick failed to apply that as well. At the end of the day, I was overcharged $560, which luckily I audited my folio and caught. When I called back and spoke to Patrick, he never offered up an apology for the mistake. As a matter of fact, he charged for some food we purchased on the way out that we had not been charged for before. I'm not in the hospitality business but am in business and know I if I wanted to have repeat clientele, I would have handled it dfferently. I'm not a complainer and quite frankly, don't remember ever writing a negative review about anything. We did however, write a 5 star review on XV Beacon from our first stay 2 years ago. Our overall experience at XV Beacon was great, less our dealings with Patrick. Everyone from the drivers to room service to the concierge were terrific. The concierege David was so nice. He made us special anniversary reservations and helped us celebrate in the hotel with a treat. We loved this hotel and decided to celebrate a special occasion there but I don't know if we will return. Up until this visit, we thought we had found our home in Boston. XV Beacon is one of the finest hotels in Boston, just need to clean some things up, in my humble opinion. At the end of the day, I think XV Beacon would be well served to invest in some Ritz Carlton like client service training for him.

If you are ever in Boston looking for a great luxury boutique hotel, then you should check out XV Beacon. I have stayed here a few times while visiting Boston on business. The staff are fantastic and the rooms are "roomy" and the beds are so comfy! Best of all, you don't have to leave the hotel to enjoy a fantastic meal as Moo is connected to the hotel. I would highly advise you check out XV Beacon the next time you are visiting Boston. Oh...and they are right on top of Beacon Hill so just a short walk out the front door to the waterfront or to Newbury Street and the Back Bay.