RichardBristol · STOURBRIDGE, WEST MIDLANDS, ENGLAND10
Nov 2025
“All that glitters is gold!”
+ Had a great few nights at the Encore to finish off our trip to Boston.
Check-in was very efficient and the receptionist was very helpful and friendly. We had an upgrade (pre confirmed via our advisor)to their one bed suite on the 23rd floor with a view of the harbour (a power station with the Boston skyline in the distance).
The suite was amazing although had the usual issues with the aircon. Water pressure in the shower was immense!
Really enjoyed the casino.. very Vegas! Although drinks at the tables were rare.
Ate at Shake Shack (which was DIRE!) and Red8 which was very nice. Breakfast was in room dining which was very good and efficient.
In general service levels were excellent throughout the resort.
Only point is that there is nothing else in the area, but Ubers into town are relatively cheap at c$15-20.
Overall a great suite and great stay!
163shenp6
Nov 2025
“Diamond stay with a hard rock reality”
+ This hotel is clean and beautiful- the rooms are spacious and the amenities are well given! I love the Amazon Alexa controlled room. The elevators are fast and there are many so no long waiting to get from floor to floor.
Now for the cons- I stayed here for two nights with my husband and toddler. When I booked the room, it was booked under my name only- something that I usually do for any hotel I go to. My husband went down to buy cookies for our toddler. The cashier in the drugstore has no personality. Not a friendly hello, nothing. Just a blank stare. Now onto the elevators- you need your keycard to get to your floor. My husband forgot his in the room where I was with my sleeping toddler. He goes to front desk to get another key card- something we’re usually able to do easily at other hotels. They asked for his ID and told him he’s not on the guest list and he can’t get a card. He explained that he left his card in the room and I’m up there with our child at the moment. Front desk continued to say there is nothing they can do. He asked if security can take him up, but that too was told no. Only thing was for me to go down and get him. How can I when I have a sleeping child in the room?
Finally, front desk said I need to add his name to the booking. My issue here is, front desk kept saying it’s their policy and they can’t let him up, which is fine but what they never did was walk thru to a resolution. They never offered a solution right off the bat, instead let it get to a point of frustration where my husband was the only one grasping at straws on how to get back to his room. This was utterly ridiculous and uncalled for. I will never return here just because of that experience. It almost makes you feel like if you have any emergency or issue here, no one will help. What if I was in an emergency and I needed my husband to return to the room right away? Good luck. What I would have done as a front desk person is explain its policy, but here is what can be done.. and offer a solution. Alas I had to call and add his name and he got a card. Why couldn’t that be explained from the start?
Other cons - very expensive. There is no fridge in the room (or microwave). There is a mini bar and snacks, but if you touch anything for more than 30 seconds you automatically get charged for it. They provide free Nespresso coffee in room and water, but no tea bags.
Pros- guest services, housekeeping and room service staff were awesome. Pleasant, friendly. Has emotional intelligence and delivered quickly. Room service will cost you $5 on top of the already expensive menu but the food was good. Hotel has quite a few restaurants but only one is open during the day.
Parking is free whether you valet or self park. Self park is a bit confusing.
Overall, property is great, clean, upheld and spacious. Front desk and drugstore customer service sucks big time and I won’t return after this experience. Shoutout to concierge, food staff and guest services (Brenda)
WindRunnerEsq4
Nov 2025
“Great stay -- terrible time trying to get an invoice”
+ I reserved two rooms with my platinum AMEX through the AMEX portal. We had a great stay, enjoyed the awesome room upgrade, casino, restaurant, bars etc. The problem came after. I am trying to get a copy of my invoice so I can see the room charges as there are multiple charges on my AMEX account. I want to make sure that the platinum AMEX benefits were correctly applied. I called, was transferred to reservations, sat on hold for 15 minutes. I pressed the hold key on my iPhone so I didn't have to listen to the inane messages. I saw that reservations had picked up, I hit pick up and they hung up on me. While I was on hold I sent an email to guest services. I haven't heard back. I just called the main number back and there is not one person who can help right now. I either have to go back to sitting on hold at reservations or pray that someone actually calls me back. If someone calls me back, there is no promise that I will not then sit on hold again if I am not immediately available for their call. This is horrendous customer service. It shouldn't take over 30 minutes to get a copy of room charges. This should be a 5 minute task. It would be even better if my final room bills were just automatically emailed to me. In the Year of Our Lord 2025, this should be an automated process that doesn't waste my time or an Encore employee's time.
