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Reviewed November 22, 2017

I was satisfied with my stay, which was a value, but the room was a bit musty (a ground floor room) and dusty in out of the way areas. Floor and upholstered furniture was clean, but clearly warn with age. The laundry area had food crumbs. Desk staff tried to be helpful but was somewhat under-informed about how much it cost to operate the washers/dryers and what information was necessary to connect to wifi.

Date of stay: November 2017
  • Trip type: Travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Extended Stay
Thank christopherjT3477SL
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
00esa, Manager at Extended Stay America - Boston - Westborough - East Main Street, responded to this reviewResponded November 23, 2017

Thank you for taking the time to post your review. We are happy to know you were pleased with the value we offer for the price and had a comfortable time with us. However, we are sorry for not meeting some of your expectations while you were here. We hope to have another chance so we can make your next trip exceptional in every respect.

Sincerely,
Hotel Management

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed October 8, 2017 via mobile

This is by far the filthiest place I've ever been to. The rooms smell of urine and their grab and go breakfast consists of just coffee and bars. For 100$ a night, it is way over priced!! I wouldn't recommend Extended stay America for anybody!!

Date of stay: October 2017
Trip type: Travelled with family
Thank Nadine F
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
00esa, Manager at Extended Stay America - Boston - Westborough - East Main Street, responded to this reviewResponded October 9, 2017

Nadine, thank you for taking the time to share your feedback. We are very disappointed to see that your feedback referenced the description of our hotel as "filthy". Our promise to our guest includes a commitment to providing a clean, fresh environment and we are sorry that did not happen when you were here. We are very concerned about your experience and have immediately brought this to the attention of our housekeeping for review and action. Please know this is not usual for us, and we hope you give us another chance in the future.

Sincerely,
Hotel Management

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed September 30, 2017

We visited Massachusetts as a family of 4 for college visits. We were looking for an inexpensive hotel. The staff was very pleasant. We arrived late (after 11 pm). When the elevator doors opened, the stench of tobacco was overwhelming. We had to return to the front desk to request a nonsmoking floor. Only one other room on the same floor with 2 beds was available. Luckily the end of the hallway was far less smoke scented. The room smelled heavily of Febreze. I don't know if there are truly nonsmoking rooms, because the hallway smelled so heavily of smoke, it wafted into the room. We had requested extra towels. Good thing, because there were no bath sized towels in the room. You must request "extras" such as coffee maker, glassware, etc. Nothing is in the room. There are no extra blankets. Beds were hard as a rock. Reservation said "free breakfast". Free breakfast consists coffee or hot water and packaged granola bars or muffins (also prepackaged) We checked out of the hotel the next afternoon (due to commitments with colleges, we had to leave very early in the morning). Extended Stay was very accommodating and released us from the remaining two nights of our reservation without fees.
Checked into the Hampton Inn right in front of Extended Stay. About $35 more per night, but a real breakfast (coffee, juice, eggs, sausage, cereal, waffles etc) was included. Room was much cleaner, updated, and beds far more comfortable. Room doesn't have a kitchenette at Hampton Inn. Since we had to buy breakfast the first morning, this extra fee was a wash. Strongly recommend you check out the new (only 1 year old) Hampton Inn first. Much higher standards and minimal price difference

Date of stay: September 2017
  • Trip type: Travelled with family
    • Location
    • Rooms
    • Service
Thank Beth V
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
00esa, Manager at Extended Stay America - Boston - Westborough - East Main Street, responded to this reviewResponded October 1, 2017

Beth, thank you for your stay with us and for the candid review. We want every guest who stays with us to have a comfortable experience and to depart with a lasting favorable impression. We fell short in making that happen for you, and we are truly sorry. Although your experience is not typical of our service delivery, we obviously have room to improve, and we assure you we will. We truly regret the inconvenience caused to you while you were here. We hope you will consider giving us the opportunity to make it up to you on a future visit.

Sincerely,
Hotel Management

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Reviewed September 18, 2017

My family and I are so impressed with Heather, Diane and Joe. Bending backwards to ensure accommodations were booked and ran smoothly. Every question answered completely! Talked to residents and they love it there too!

Date of stay: September 2017
  • Trip type: Travelled with family
    • Location
    • Sleep Quality
    • Service
1  Thank happyfan2014
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
00esa, General Manager at Extended Stay America - Boston - Westborough - East Main Street, responded to this reviewResponded September 18, 2017

It was our pleasure having you as our guest at Extended Stay America. We are delighted to know you loved the excellent service provided at the front desk. I will surely share your compliments with Heather, Diane and Joe for a job well-done. We hope to see you and your family again soon.

Sincerely,
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed September 10, 2017

First, let me start by saying, looks are deceiving. As a traveler, this has by far been the worst experience in my life at any hotel. The rooms appear to have been renovated, but the staff some not all was very unprofessional. The communication from management on site was extremely insulting. You only get your room cleaned once a week, and they don't even complete that well. Leaving your tub/shower uncleaned, mirrors still have a film, and no dusting noted. Floors are not mopped. Some housekeepers will not even change your sheets. Your only cleaning weekly, and you can't change sheets. I'm confused! The overnight staff was always pleasant. If you want to clean your own room, no worries, they will allow you, according to the manager. Your at a place for an extended stay and just expect decent service. Expected services, that are a part of your job responsibilities. It's upsetting to know your money is spent and there is no common courtesy.

Room tip: I do not recommend.
Date of stay: September 2017
  • Trip type: Travelled on business
    • Sleep Quality
    • Rooms
    • Service
Thank ncsj1980
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
00esa, General Manager at Extended Stay America - Boston - Westborough - East Main Street, responded to this reviewResponded September 11, 2017

It was disheartening to read that we did not live up to our usual standards, and we're truly sorry your stay was less than satisfactory. We are taking appropriate steps to ensure future guests do not encounter the same issues. I would also like to inform you that, to respect the privacy of our long term guests, our housekeeping service is conducted on a weekly basis, although we are always happy to provide this at your request for a minimal fee. We hope you will accept our apologies and consider giving us another chance to show you the outstanding service that we typically provide.

Sincerely,
General Manager

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