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“Great Hotel - Service Lacking”

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Kimpton Marlowe Hotel
Ranked #2 of 20 Hotels in Cambridge
Certificate of Excellence
GreenLeadersGold level
New York City
Level Contributor
7 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 9 helpful votes
“Great Hotel - Service Lacking”
3 of 5 bubbles Reviewed 18 March 2012

The hotel is clean, and the rooms are very nice, but the guest services are lacking. The doorman told us the restaurant where we were dining was 1 mile away - it was 5 miles away. In the morning, we ordered a pot of coffee up to the room for $12, and they didn't tell us there was free coffee in the lobby. We left the room late morning and called the front desk and asked for our room to be cleaned. When we got back to the room at 3:30, the room had not been cleaned, and they apologized for "bad communication" - apparently the person we spoke to gave housekeeping the wrong room number. Upon our departure, we asked if we could leave our luggage in our room while we grabbed breakfast quickly in the restaurant, and we were told there were no late checkouts available, but we could leave our luggage with the bellman. I'm sure dining in your overpriced restaurant for 30 minutes is really going to screw up check-in on a sunday afternoon.

  • Stayed March 2012, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Henbenmom
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Michal P, Hotel Manager at Kimpton Marlowe Hotel, responded to this review, 28 May 2012
Hello,

Thank you for posting a review of your stay at the hotel back in March. It sounds from your comments that you enjoyed the facility itself, however we failed to provide you with the service you have every right to expect.

I have shared your experience with the team so that they can look in to what occurred and prevent a reoccurrence. For example, we definitely should have mentioned the complimentary coffee in the lobby available every morning.

I hope that this experience does not deter you from returning to us in the future.

Sincerely,
Michal
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4.5 of 5 bubbles
  • Cleanliness
    5 of 5 bubbles
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English first
Level Contributor
10 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 9 helpful votes
3 of 5 bubbles Reviewed 18 March 2012

This hotel is a mixed experience.

The good:
The staff is courteous and helpful. The location is convenient, with easy access to the T (green line) and restaurants, both unique local spots and familiar chains. The hotel's restaurant food is very good. Internet access is reasonably priced, and you get limited access free if you're a Kimpton member. The umbrella in the room is a nice touch.

The average:
The facilities are about average among nicer business hotels--clean and well-kept, but nothing notable.

The bad:
If you value peace and quiet, ask for a room that doesn't face the courtyard-- they play music nonstop on outdoor speakers from morning until after 10 PM. Also, the beds are hard and not designed with allergies in mind: featherbed in addition to down pillows, and the one polyester pillow is about 8" thick and hard as a rock.

  • Stayed March 2012
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Frequent_Flier_Girl
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Michal P, Hotel Manager at Kimpton Marlowe Hotel, responded to this review, 28 May 2012
Thank you for offering a candid experience regarding our hotel. It was good to read your list of positive things as well as negative, as it will simply allow us to improve certain aspects of the hotel. I will certainly take your comments regarding the music level and the beds to heart and look in to possible fixes.

I hope you choose to return to us in the future.

Sincerely,
Michal
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Andover, Massachusetts
Level Contributor
148 reviews
29 hotel reviews
common_n_hotel_reviews_1bd8 55 helpful votes
5 of 5 bubbles Reviewed 16 March 2012

Kimpton does it right in most cities and the Hotel Marlowe in Cambridge is no exception. First it's Cambridge location offers so much - close to the bio tech companies and MIT it is easily accessible whether driving or flying in. The hotel is attached to the Galleria shopping Mall so if you forgot something you are set without going outside ( a plus for New England winters). The hotel has smart, chic style and the staff are super nice. We love it here and often will pop in for an overnight when we have early AM meetings - even though we are only 20 miles North. The beds are super comfy with hi-quality linens and great pillows (that you can select ahead of time). Bathrooms are average size but great amenities and always sparkling clean. Rooms are a bit smaller than some of the other Kimptons I've stayed in but still nice. Wine down time in the lobby is a nice gathering and way to end your day. Kimpton In-touch program gives you free wiFi so that too is an added bonus for us techies. The restaurant Bambara, attached to the hotel, has never disappointed - but that can be another review!

  • Stayed December 2011, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Kelly M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Rhode Island
Level Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 2 helpful votes
2 of 5 bubbles Reviewed 16 March 2012

I have read all the positive reviews and I don't understand. I checked in 3 hours ago and am not impressed. The room is average. Small, no place to put clothes but the bed is comfortable. Also I would trade the animal print robes they make such a big deal over for a coffee maker. Since I didn't plan onleavingmy roomfor the night I turnedon the TV. Really basic cable? For the price I am paying I would think the TV would be at least what I have at home. Ordered room service from their "5 star resturaunt". The food was just ok. Not bad but nothing I can't get at Applebees. I have stayed at nicer, less expensive places in Times Square. Oh and the comments others made about the noise levels are correct. I can hear every footstep on the floor.

  • Stayed March 2012, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank AMEO
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Michal P, Hotel Manager at Kimpton Marlowe Hotel, responded to this review, 28 May 2012
Dear AMEO,

Thank you for your comments regarding our hotel and my apologies for the tardiness of my response.

I am saddened to hear that you did not feel comfortable while staying at our hotel and were not impressed by our food and services. While our rooms might have a small feel to them, we strive to provide exceptional service and hope that each and every one of our guests feel like they are at home. It seems we failed to do so in your case.

I am fairly new to the hotel but will definitely look in to the TV channel selection you mention as I agree it is just as important as anything else.

In addition, while we do not have coffee machines in every room, we do have them available upon request. So, if you choose to return to us, please request one as we actually have a great coffee program.

Again, thank you for staying with us and for sharing your experience.

Sincerely,
Michal
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Tyler, TX
Level Contributor
10 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
5 of 5 bubbles Reviewed 16 March 2012

My wife and I loved this hotel. It has a great location in Cambridge. The entire hotel is very nice. The bed is super comfy, linens are nice and soft, rooms are a good size for the Boston area. A big plus is on-site parking. There is a garage attached that allows for in/out privileges for hotel guests and is $20/day (not bad for the area). Staff was very nice. Fun, party-ish atmosphere during wine reception. The hotel is within walking distance to MIT, Harvard, and even Boston, if you are up for it. We would also recommend the Duck Tour buses. There is a stand beside the hotel and you can ride for 3 days.

Room Tip: We faced the Charles River and the sun was brutal in the morning. If you are sleeping in, face the...
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  • Stayed March 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Andrew B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Kimpton Marlowe Hotel

Property: Kimpton Marlowe Hotel
Address: 25 Edwin H. Land Blvd, Cambridge, MA 02141-2236
Phone Number:
Region: United States > Massachusetts > Cambridge
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Children Activities (Kid / Family Friendly) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Wheelchair access
Hotel Style:
#1 Business Hotel in Cambridge
#1 Luxury Hotel in Cambridge
#1 Romantic Hotel in Cambridge
#1 Green Hotel in Cambridge
#2 Best Value Hotel in Cambridge
#2 Family Hotel in Cambridge
Price range (per night): ₹ 16,077 - ₹ 33,515
Hotel Class:4 star — Kimpton Marlowe Hotel 4*
Number of rooms: 236
Official Description (provided by the hotel):
The wonderfully eclectic and luxurious Kimpton Marlowe Hotel is perfectly situated minutes from Harvard Square and the MIT campus in Cambridge. The waterfront location offers guestroom views of the park-lined Charles River and Boston skyline. This unique boutique hotel further sets itself apart with unsurpassed service, superb amenities and educational and cultural programs. It celebrates and reflects the vibrant sense of discovery that is quintessential Cambridge. Adjacent is the award-winning Bambara restaurant. ... more   less 
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Also Known As:
Hotel Marlowe Kimpton

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