Lobby

Reviews of Extended Stay America Suites Boston Marlborough

2.5 out of 5
Extended Stay America Suites Boston Marlborough
19 Northboro Rd East, Marlborough, MA

Reviews

6.0
Rating 10 - Excellent. 139 out of 830 reviews" "
Rating 8 - Good. 187 out of 830 reviews" "
Rating 6 - Okay. 176 out of 830 reviews" "
Rating 4 - Poor. 153 out of 830 reviews" "
Rating 2 - Terrible. 175 out of 830 reviews" "

6.4/10

Cleanliness

6.6/10

Staff & service

6.2/10

Amenities

6.2/10

Property conditions & facilities

6.4/10

Eco-friendliness

Reviews

4/10 Poor

Diana

Traveled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
This property has a violation on the front window entrance. We had no choice had to stay. The odor in the room from was horrendous. The shelf was hanging off the wall, the floors were super sticky. Door was sticky to the bathroom. So not impressed at all. You get what u pay for...but this want worth the money at all. Also says breakfast included. Lies, only a coffe nook in lobby which was gross.
Stayed 1 night in Mar 2024
Response from Hotel Management on Mar 28, 2024
Dear Diana, Thank you for bringing these concerns to our attention. We apologize for the issues you encountered during your stay. Rest assured, we take such matters seriously and will address them promptly to ensure a more pleasant experience for our guests. Your feedback is valuable, and we'll work diligently to improve. We apologize for any inconvenience and hope to have the opportunity to better serve you in the future.Sincerely, Hotel Management

10/10 Excellent

Deisnel, Fort Lee

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 5 nights in Jan 2024

4/10 Poor

Chris

Disliked: Staff & service, property conditions & facilities
Hotel is used as a homeless shelter! Lots of families and individuals who looked not clean. Amenities described on Expedia were NOT available, for example, pans for simple cooking. I managed to get two “clean” glasses which were unwrapped and uncovered. The desk clerk appeared to also act as maintenance. NOT business friendly at all. Terrible place. I moved to an alternate location after one night
Stayed 4 nights in Mar 2024
Response from Hotel Management on Mar 19, 2024
Dear Chris, Thank you for being our guest. We sincerely apologize for these issues that impacted your stay. We never mean to disappoint our guests in any way, and we appreciate you bringing these concerns to our attention. Our top priority is to take care of our guests, so please be assured that we will follow up regarding these matters and take appropriate action to ensure a more wonderful experience for every guest entering our doors. We are grateful for your thoughts on this matter and your patience. We hope you will return so that we can provide you with a better experience.Sincerely,Hotel Management

4/10 Poor

Mary Elizabeth

Disliked: Cleanliness, staff & service, property conditions & facilities
Very loud fighting and and talking all night in halls. Scary
Stayed 1 night in Mar 2024
Response from Hotel Management on Mar 19, 2024
Dear Mary, Thank you for choosing our hotel. We understand the importance of providing a peaceful environment for our guests and sincerely apologize for falling short in this regard. Please accept our sincere apologies for the inconvenience caused. We take your concerns seriously and would like to let you know that our front desk is available around the clock for future visits to help make you as comfortable as possible. We hope to provide you with a more tranquil and enjoyable stay in the future.Sincerely,Hotel Management

2/10 Terrible

Rishi

Disliked: Property conditions & facilities
terrible
Stayed 1 night in Mar 2024
Response from Hotel Management on Mar 19, 2024
Dear Rishi, Thank you for choosing our hotel. Please accept our apologies for not providing exceptional hospitality in all aspects during your stay. We never intend to disappoint a guest, and your feedback is very important to us. We hope you will return to experience us as you should have on this visit. Thank you again, and safe travels.Sincerely,Hotel Management

4/10 Poor

Gessel

Traveled with family and small children, Business traveler, Traveled with pets
Disliked: Amenities, property conditions & facilities
This place is very run down… apparently it looks like ppl live on the property full time. TV was broken with no replacement option. Went down for breakfast and it was over by 8:45am, meanwhile sign said 9:30am
Response from Hotel Management on Mar 18, 2024
Dear Gessel, Thank you for choosing our hotel and sharing your experience with us. At our hotel, we strive to provide excellent hospitality and accommodations to all our guests, and it seems we fell short in your case. We also regret your disappointment regarding our breakfast. Please be assured that we take your feedback seriously and will use it to improve our services. We would appreciate the opportunity to make it up to you and provide you with the quality experience you deserve. We hope you will give us another chance to exceed your expectations in the future.Sincerely,Hotel Management

2/10 Terrible

Kylie

Liked: Staff & service
Disliked: Cleanliness
Stayed 1 night in Mar 2024

10/10 Excellent

Mark

Traveled with pets
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very convenient. I was greeted promptly and efficiently. The staff engaged nicely with the guest.
Stayed 1 night in Mar 2024
Response from Hotel Management on Mar 5, 2024
Dear Mark, Thank you for your kind words! We are delighted to hear you had a great stay. Providing a smooth and efficient arrival process is our top priority, and it's always rewarding to know that our efforts have made a difference in your stay. We look forward to seeing you again soon at Extended Stay America.Sincerely,Hotel Management

6/10 Okay

Tera

Traveled with family
Disliked: Property conditions & facilities
Beds were terrible… slept on box springs!
Stayed 1 night in Mar 2024
Response from Hotel Management on Mar 4, 2024
Dear Tera, Thank you for taking the time to write a review regarding your stay with us. On behalf of our entire team, please accept our apologies for your issues with the bed. We know how important it is to get a good night's sleep and rest well. Our front desk is always available and happy to make you comfortable. We continually work to improve our accommodations, and we appreciate you sharing your comments. We hope you will stay with us again; we are confident you will have the exceptional stay you deserve.Sincerely,Hotel Management

6/10 Okay

MaryBeth

Liked: Staff & service
Stayed 3 nights in Feb 2024

4/10 Poor

Francisca

Traveled with partner
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
The hallways need updating and smelled like fish in there. The bed was noisy and uncomfortable. When we checked in we asked for a breakfast place and the staff member told us to google it. The pictures are deceiving
Stayed 1 night in Feb 2024
Response from Hotel Management on Feb 19, 2024
Dear Francisca, Thank you for choosing our hotel on your recent visit to the area. We are disappointed to read that we did not meet your expectations, and we are truly sorry your stay was anything other than exceptional. Please consider giving us another chance to show you our commitment to delivering excellent service and accommodations.Sincerely,Hotel Management

10/10 Excellent

Dot

Traveled with group
Liked: Cleanliness, staff & service, property conditions & facilities
Great service! Brice at service desk was beyond helpful
Stayed 1 night in Feb 2024

10/10 Excellent

Mickenson

Good
Stayed 1 night in Feb 2024
Response from Hotel Management on Feb 13, 2024
Dear Mickenson, Thank you for your kind words about Extended Stay America! Our dedicated team works hard to ensure a pristine environment for all our guests. Your positive feedback means a lot to us, and we look forward to welcoming you back for another spotless experience.Sincerely,Hotel Management

2/10 Terrible

Rana

Stayed 1 night in Feb 2024

8/10 Good

Nathan

Business traveler
Liked: Staff & service, amenities, property conditions & facilities
The beds were not very comfortable.
Stayed 1 night in Jan 2024

8/10 Good

Henry

Liked: Cleanliness, staff & service, property conditions & facilities
The check in was quick and easy and the front desk clerk was friendly and full of smiles. He seemed to be happy to greet me and gave me a very good room.
Stayed 1 night in Jan 2024
Response from Hotel Management on Jan 25, 2024
Dear Henry, Thank you for taking a moment to recognize our front desk associates here at Extended Stay America. We're overjoyed to learn you had a positive experience during your arrival. Making our guests feel valued and well-cared for is at the core of our service philosophy. We regularly receive praise for our quiet rooms, and we are glad you enjoyed the relaxing atmosphere. It was such a joy to be included in your travel plans, and we hope you will be back to see us again soon.Sincerely,Hotel Management

2/10 Terrible

Andrea

Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
The staff was completely amazing however there was so many kids and noise. I was there for a business trip I will NEVER EVER stay at and extended stay again. The criminal activity was RIDICULOUS!
Stayed 2 nights in Jan 2024
Response from Hotel Management on Jan 24, 2024
Dear Andrea, Thank you for your feedback regarding your noise concerns during your time with us. Please accept our sincere apologies for the inconvenience caused. We understand the importance of providing a peaceful environment for our guests and sincerely apologize for falling short in this regard. We take noise concerns seriously and will look into the issue to address it effectively. Thank you again for your candid feedback; we cannot improve without it. We look forward to having you stay with us again so we can provide you with the flawless visit you deserve.Sincerely, Hotel Management

10/10 Excellent

David

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 2 nights in Jan 2024

8/10 Good

Matthew

Stayed 1 night in Dec 2023

2/10 Terrible

Keithleen

I didn't stayed there and I got charged.
Stayed 1 night in Dec 2023
Response from Hotel Management on Jan 1, 2024
Dear Keithleen, Thank you for sharing your experience. Your feedback is very important to us, as it will assist us in improving our guest experience. We will take the necessary steps to ensure this does not occur in the future.Sincerely,Hotel Management

8/10 Good

Sheila

Stayed 1 night in Dec 2023

4/10 Poor

kimberly

Traveled with group
Disliked: Cleanliness, property conditions & facilities
Stayed 12 nights in Nov 2023

10/10 Excellent

TJ

Stayed 1 night in Dec 2023

4/10 Poor

Wilder

Stayed 1 night in Dec 2023

2/10 Terrible

Lou

Traveled with group
Liked: Cleanliness, property conditions & facilities
Disliked: Staff & service, amenities
Fire-alarm kept going off a number of times awaking me and on the last day Sunday Nov 26 management said they could not find my reservation so I gave and showed them the confirmation text l received and they contacted the manager (Kurtus) at home (who had told me on the previous day that he had taken care of my new reservation and re-coding my room card) but they and Expedia could not figure out the issue for the room I had already paid for paid, After over one hour I was offered a room at a nearby hotel (where they should retrain the staff at the Marlborough MA locatiion).
Stayed 3 nights in Nov 2023
Response from Hotel Management on Nov 28, 2023
Dear Lou, We sincerely apologize for the multiple inconveniences you experienced during your stay, including the disturbance from the fire alarm and the difficulties with your reservation. This falls far below the level of service we aim to provide, and we deeply regret the frustration and inconvenience caused. We are actively investigating the issues you mentioned to ensure that proper measures are taken to prevent such occurrences in the future. Meanwhile, if you wish to discuss this further or have any queries, please do not hesitate to reach out to us directly at the hotel. We appreciate your understanding and hope to have the opportunity to make amends and provide a more satisfying experience in the future.Sincerely,Hotel Management

2/10 Terrible

David

Traveled with family and small children
Liked: Cleanliness
Disliked: Staff & service
The manager isn't customer friendly.
Stayed 1 night in Nov 2023
Response from Hotel Management on Nov 28, 2023
Dear David, Please accept our apologies for not meeting your expectations during your visit. Providing courteous and authentic friendly service to our guests is our ultimate goal; however, we regret that we failed to show this to you. We are meeting with our staff members to discuss this situation and ensure our guests are warmly welcomed upon arrival and treated courteously and respectfully. We appreciate your feedback and hope you will consider giving us a second chance to provide you with the hospitality you deserve.Sincerely,Hotel Management

10/10 Excellent

Traci

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Nov 2023

6/10 Okay

kimberly

Stayed 12 nights in Nov 2023

10/10 Excellent

David

Traveled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Nice place to stay for a extended stay.
Stayed 1 night in Nov 2023
Response from Hotel Management on Nov 26, 2023
Dear David, We appreciate you choosing to stay at Extended Stay America and writing a review. It's great to know you had a wonderful stay and enjoyed all we offer! Your compliments are much appreciated, and we hope you will revisit us soon. Sincerely,Hotel Management

10/10 Excellent

Lou

Liked: Cleanliness, staff & service, property conditions & facilities
Friendly staff
Stayed 1 night in Nov 2023

10/10 Excellent

Kihra

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Nov 2023

4/10 Poor

Dan

Traveled with partner
Disliked: Amenities
Old dirty and no breakfast
Stayed 1 night in Nov 2023
Response from Hotel Management on Nov 13, 2023
Dear Dan, Thank you for sharing your thoughts on your recent stay. We apologize for the cleanliness issues and any oversight in our hotel areas. Every guest expects a clean, well-maintained property as their home away from home when traveling, and we apologize for failing to provide that for you. Furthermore, we never intend to mislead you; we apologize for your disappointment with our breakfast. We have taken note of the concerns you raised to address them adequately, and we hope you will stay with us again for a much-improved experience the next time your travels bring you this way.Sincerely,Hotel Management

10/10 Excellent

Aleksandra

Liked: Cleanliness, staff & service, property conditions & facilities
Great value for the price. The room was clean and pleasant. I was glad there was no carper with an overwhelming smell of cleaning detergent which I am allergic to. All I needed. I will consider staying there again.
Stayed 1 night in Nov 2023
Response from Hotel Management on Nov 14, 2023
Dear Aleksandra, Thank you for staying with us and sharing your experience with fellow travelers. We are glad you were pleased with your room and found us to be of great value. We take pride in providing a clean and welcoming environment, so it's great to know our efforts have paid off. Thank you for taking time out of your day to recognize our efforts. We hope you choose Extended Stay America whenever your travels bring you back this way.Sincerely,Hotel Management

2/10 Terrible

Tamatha

Traveled with family
Liked: Staff & service
Disliked: Cleanliness, amenities, property conditions & facilities
This hotel seemed to be filled with homeless people. I expected a hotel stay and that was not the case.
Stayed 2 nights in Nov 2023
Response from Hotel Management on Nov 7, 2023
Dear Tamatha, Thank you for taking the time to share your valuable feedback. We are truly sorry we did not meet your expectations during your stay. We regret any discomfort you experienced with individuals outside our hotel. We will address these appropriately, and we are very grateful for your patience. Please know that our front desk is always available to help make your stay as comfortable as possible. We hope you will consider giving us another chance to show you our commitment to providing exceptional experiences on your next visit.SincerelyHotel Management

4/10 Poor

John

Stayed 1 night in Oct 2023

4/10 Poor

Frank

Stayed 1 night in Oct 2023

10/10 Excellent

Elita

Traveled with family
Liked: Cleanliness, staff & service
Did not have USB ports. Still had a desk telephone and alarm clock. Could use updating but was reasonable for the price and accommodating for an overnight stay while visiting a college student nearby.
Stayed 1 night in Oct 2023

10/10 Excellent

Charlene

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Easy on and off rt 495, with dining options and easy access to gas fill ups
Stayed 1 night in Oct 2023
Response from Hotel Management on Oct 22, 2023
Dear Charlene, We are so grateful for your words about your recent trip. We pride ourselves on providing an exceptional stay for our guests, which means the world to us when we succeed. Knowing when our guests can enjoy everything about our hotel is always excellent, and we appreciate you highlighting the location. Our team is devoted to ensuring each guest feels at home and wants to return, and we hope to see you again soon here at Extended Stay America.Sincerely,Hotel Management

2/10 Terrible

Kreg

Stayed 2 nights in Oct 2023

2/10 Terrible

Andrea, Piscataway

Traveled with family and small children, Traveled with pets
Disliked: Cleanliness, amenities, property conditions & facilities
We spent two nights in this hotel. Rooms were not properly cleaned. Sofabed was old and had dirty matress, we were not even offered or given extra sheet s. Bathroom didnt have a shower curtain. Firealams went off at three AM the first night and at the crack of dawn. Also found a roach in the bathroom. Concierge was notified and she was remorseful and was shown pictures of the terrible conditions but nothing was done.
Stayed 2 nights in Oct 2023
Response from Hotel Management on Oct 21, 2023
Dear Andrea, Thank you for sharing your review and the details surrounding your recent stay. We appreciate you bringing these issues to our attention. Our team's priority is ensuring every guest has a comfortable and relaxing stay, and we apologize that this was not your experience. We're committed to addressing these concerns and ensuring every guest receives the highest service and care. Your feedback will aid us in making necessary improvements. We hope you will return the next time your travels bring you this way.Sincerely,Hotel Management

2/10 Terrible

susan

Traveled with family
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
The worst hotel stay.
It was horrible. The room we had reserved was not available to us when we arrived. They did not have another normal room that would not my family and I. There were 4 of us. The General Manager was very sweet and he did try to be accommodating. He did have room that was not the nicest or cleanest to use for the night. The bathroom door didn’t have a door knob. The bed sheets were thrown on the bed. The burners in the stove were improper for the stove. The tub had no drain. The fire alarm was hanging down. The continental breakfast was a joke. The hotel fire alarm went off about 5am. The transient that was staying there was smoking pot. It had happened before the GM told us. I want a refund.
Stayed 1 night in Oct 2023
Response from Hotel Management on Oct 17, 2023
Dear Susan, Please accept our sincere apology for the inconvenience and less-than-favorable experience you had at our hotel. At our hotel, we strive to offer outstanding service and maintain a clean and safe environment for our guests; therefore, we sincerely apologize for the disappointment you experienced during your stay. Also, we regret for the inconvenience caused by the fire alarm going off. As a precaution, we will have our engineering team thoroughly inspect all our suites. Your feedback is important to us, and we have addressed it with the relevant persons to ensure we are better equipped to serve you in the future. If we may be of any further assistance, please reach out to us directly at the hotel. We hope you will allow us to regain your trust and confidence.Sincerely,Hotel Management

4/10 Poor

maria fernanda prado de

Business traveler, Traveled with family
Liked: Staff & service
Disliked: Cleanliness, amenities, property conditions & facilities
As soon as I got there , there was a marijuana smelling in the reception area . The upstairs hall was smelling food, I think a lot of people live in the hotel … Old furniture, old mattress, I won’t come back . Ac and fridge were very noise … a nightmare.
Stayed 3 nights in Oct 2023
Response from Hotel Management on Oct 17, 2023
Dear maria fernanda prado de, It was disappointing to read that we did not meet your expectations, and we are truly sorry your stay was anything other than perfect. We are taking appropriate steps to ensure future guests do not encounter the same issues. We hope you will accept our apologies and consider giving us another chance to show you the outstanding service that we typically provide.Sincerely,Hotel Management

8/10 Good

Catherine

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The staff could not have been nicer or more helpful. Great staff. Place was great and in a great location and easy to get to and find.
Stayed 1 night in Oct 2023

2/10 Terrible

Diane

Traveled with family
Disliked: Cleanliness, staff & service
Don’t stay here!
The room was not clean. There was trash under the beds. The bathroom door was filthy and had no doorknob. The grab and go breakfast was non existent! The bed were comfortable and the pillows were fine.
Stayed 1 night in Oct 2023
Response from Hotel Management on Oct 10, 2023
Dear Diane, Thank you for sharing your thoughts on your recent stay. While we are pleased that you found the bed and pillows comfortable, we apologize for the cleanliness issues with your suite and any oversight on our part. Every guest expects a clean and well-maintained room to rest when traveling, and we apologize for failing to provide that for you. Furthermore, we never intend to mislead you; we apologize if our complimentary grab-and-go breakfast offerings did not meet your satisfaction. We have taken note of all the concerns you raised to address them promptly, and we hope you will stay with us again for a much-improved experience the next time your travels bring you this way.Sincerely,Hotel Management

4/10 Poor

Joseph

Traveled with family
Very small for a suite. No cups or dishes.
Stayed 2 nights in Sep 2023
Response from Hotel Management on Oct 2, 2023
Dear Joseph, Thank you for being our guest and for leaving your feedback. We regret your disappointment with the size of your suite that fell short of your expectations and apologize for any miscommunication regarding our dishware policy. To maintain cleanliness for all guests, we store the dishware at the front desk and are pleased to bring it to your suite upon request. We utilize feedback like yours to improve our guest experience and will share your comments with our team for improvement. Thank you, and we hope to have you stay with us again.Sincerely,Hotel Management

2/10 Terrible

Zoe

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
GROSS
Absolutely disgusting. I had to stay here after a long night out. I checked in at about 10PM… front desk staff was no where to be found and when you walk in, the place REEKS of cigarettes and has a musty odor to it. Characters in the lobby and out front were also questionable. I didn’t even want to continue with my reservation walking in the door but it was 10PM, I was exhausted and I had to shower and sleep to attend a rehearsal event for a wedding the next day far away in western mass. Anyway, I check in finally after standing there for about 15 minutes waiting and my trip up to my room revealed the entire hotel smelt like cigarettes and must. By the time I got to the room, I needed to put my things down to take a shower to prep for the next day. The entire base of my shower curtain was MOLDED everywhere and there was hair ALL over the walls of the shower. Thoroughly disgusting! I thought taking a shower might wash out the reek of cigarettes through at least my own room, and that didn’t even dent it. If it wasn’t so late at night I would’ve RAN out the door and gotten a room elsewhere. Not only was there hair inside the shower, but on the walls and on appliances. The bed sheets were stained, too. So that made for a disturbed sleep after having a beyond gross shower. Checking out the next day, the gentleman at the front desk was kind and that’s pretty much the only positive experience here. Don’t go here, this place is an absolute dumpster fire.
Stayed 1 night in Sep 2023
Response from Hotel Management on Oct 1, 2023
Dear Zoe, Thank you for staying with us and sharing your review. We apologize for the issues you had in your suite. We work hard to provide every guest with spotless, fresh accommodations; therefore, we are disappointed this was not your experience. Since receiving your feedback, we have addressed these issues appropriately, as our team is dedicated to ensuring that every room is immaculate and welcoming. Your satisfaction is our top priority, and we hope to earn back your trust in our hotel on your next visit to the city.Sincerely,Hotel Management

2/10 Terrible

Kyanna-Lee

Business traveler
Disliked: Cleanliness, property conditions & facilities, room comfort
Stayed 1 night in Sep 2023

2/10 Terrible

Girija

Business traveler
Disliked: Cleanliness, property conditions & facilities
Nothing was working in the room. Telephone chord cut from connection, bed side light broken, closet not open, iron not working.
Stayed 1 night in Sep 2023
Response from Hotel Management on Sep 20, 2023
Dear Girija, Thank you for your feedback. We are sorry for the inconvenience caused in your room on arrival. We have strict quality control standards to prevent a situation like yours, but the room conditions you described are unacceptable and not representative of our quality standards. We will address this, and our housekeeping team will review the room. Further, we will instruct them to double-check the rooms before delivering them to the guest. We invite you back to experience the stay you expect and deserve. Sincerely,Hotel Management

8/10 Good

Ritesh

Stayed 1 night in Sep 2023

6/10 Okay

Nicholas

Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
Stayed 2 nights in Sep 2023