Pennyweight Hotel Boston, Curio Collection by Hilton

Style and location

What looked like a promising stay devolved into a complete nightmare.

This hotel is run by a group of young people who care nothing about customer service or safety, and I am shocked that Hilton would attach their name to the debacle that is this hotel.

I checked in promptly at 3:00 pm. At around 6:20 pm, I was reading on the bed and the door opened and a large man with room keys stood there. Needless to say, I was as surprised to see him as he was of me. He said they had given him keys to my room. I called down to the front desk. No answer. I tried the concierge text I received upon check-in and got no response. I tried the front desk again and he said, "My bad, the system is down, I can't see who is in what room."

Under these circumstances of downtime procedures, one would think protocols would be in place that would include doing things the old-fashioned way and WALKING up to the room to check it was vacant.

I called Hilton Corporate and they told me they could not assist, and that I needed to ask for the hotel manager. I tried calling the front desk again 4 times, both on an internal and external line, and got no response. When I left my room, there was an employee in the hall. I asked if there was a manager on duty and he told me no.

I went down to the lobby and asked for the manager. The young man behind the desk barked that he was the manager - clearly untrue as the other employee told me there was none on duty. He was completely rude, dismissive and wholly unapologetic, shouting at me, "I called you and said I was sorry." He shouted that he had a list from 2:30 pm when the system went down and didn't know there was someone in my room. (Another lie, because I checked in at 3:00 pm, and if the system was down at that time, he would have told me so, AND he would have written my room number down on his cheat sheet.) I asked why he didn't send someone to the room to check before handing out keys. He again shouted at me, summarily dismissed me, and said "thanks so much but I'm having a rough day so if you have nothing else to say..."

I went back up to my room to find my room key NO LONGER WORKED. I went BACK down to the lobby, and this supposed "manager" who was now sitting at the BAR in the restaurant. He shouted across the lobby to me to ask what I needed and when I told them my key no longer worked, he did not move from his barstool but continued scrolling his cell phone as he shouted that someone was coming up to fix my key. I stood on the 7th floor for 20 minutes, during which time I called Hilton Guest Services for the second time. They tried to call the hotel on my behalf and also received no response.

I went back to the lobby and saw the first young man I had seen in the hall. I asked him if he was coming up to my room number. "Why would I do that?" he snarled at me. I said because your so-called "manager" told me someone was coming up to give me a new key. He huffed something under his breath and exited the elevator which I had followed him onto.

I went back up to the 7th floor and waited another 10 minutes before the employee from the elevator arrived with a new key.

I cannot believe the interactions with the staff. Customer service is GONE these days. Shocked that this is a Hilton facility. You can get better service for a quarter of the price at a 2-star hotel.

A beautiful hotel but doesn’t live up to ‘Curio’ Collection expectations at all! The bed was uncomfortably flat and only 2 pillows were provided for a king size bed. The room is super tiny. The shampoo/conditioner bottles were nearly empty. The worst part was the restaurant/bar - the bar never opened. The breakfast was served with paper coffee cups and disposable plastic flatware in little packets.

Great location. Valets were the only nice employees of the establishment. Love the room decor. What looked like a promising stay devolved into a complete nightmare.

Pas grand chose

Modern and nice decor

Great hotel within walking distance to TD Garden. When asking the staff about where to eat with my niece he recommended Tavern in the Square, also within walking distance. We felt safe walking around the area and walking home after the concert at 11:00 pm.

The staff was great.

Lovely decor, friendly staff

We spent our 35th anniversary in Boston. We chose the Pennyweight to walk to dinner in Little Italy. We had a lovely stay. The front desk was friendly and helpful. Josiah! He had a bottle of Brut sent to our room. That was a lovely surprise. We met the manager in the morning as he said hello and went out of his way to check in with us. There is a nice bar and sitting area in the lobby. We felt like special guests. The room and bathroom were nice. Fun decor. We stayed in a king basic room so nothing to see outside the window. We would stay here again!

Nothing!

Next to the Boston garden

The facility was extremely clean and welcoming. Staff was very helpful and friendly. The location was perfect for the event we were attending at TD Garden. Will definitely stay here again!!!!

Friendly staff