Customer service nightmare.
Posted Sep 20, 2016
Our stay at the Liberty was not our first. On prior stays, the experience was fine. On this particular stay, we experienced customer service nightmares at every turn. Our request for a roll away bed went unanswered three times. When it finally did arrive, there wasn't enough space so the housekeeper suggested the sofa. The sofa was not a sleep sofa s advised, so I requested a blanket to be used on the leather sofa. No blankets were delivered. when the issue was brought to the attention at checkout, the offered a gift certificate. Relying upon this information, I made a future reservation. Now, four phone calls and several e mails later, they have advised the gift certificate is only valid on certain dates. Of course, the pending reservation is a black out date. I seriously wish they could have communicated this before all other hotels in Boston were filled for our cho
sen weekend. I am very happy that Boston has many fabulous hotels with outstanding customer service. Personally, The Boston locations of Taj, Ritz Carlton, Intercontinental and Langham far exceed this hotel. Do your self a favor and avoid the poor customer service of The Liberty.
Comment from Hotel Management
Sep 23, 2016 by Brian L. , Hotel Management
Thank you for reaching out to me directly, I am happy that I was able to resolve this inconvenience to your satisfaction. I sincerely look forward to welcoming you back in October! Thank you for your repeat business and for your valuable insight that will be used for our improvement.