Let the hilton brand down
Stayed for 4 nights over the Boston Marathon/Patriots day weekend and enjoyed stunning weather, but not a lot else. We were not aware how busy that weekend was going to be in Boston and how difficult it was to get a room, but could not change our dates. We would not normally stay at an airport hotel except pre/post flight, but a post on tripadvisor wrote about the shuttle bus and the "T" and how easy that was so we decided to stay here.
The shuttle service is great and a few stops on the T and you are downtown. Particular thanks to one of the drivers - Joey - who was so helpful to everyone and entertained us as well - a real Gem. But getting through to the hotel on the phone to get the shuttle to pick you up when returning was a nightmare - after selecting the option you could be on hold for an answer for 15 minutes- why not a dedicated number or just more staff answering the phone?
The hotel corridors and rooms are worn and tired and really need of updating. 
Club room was quiet and comfortable but the neighbours bathroom plumbing woke us early morning.
The Club Lounge closes after breakfast on Friday morning and does not reopen until Sunday evening! We arrived on Friday afternoon and left Tuesday morning - so the lounge was unavailable for 50% of our stay in a Club Room. That was a first for this Hilton Honors Gold member! What the logic was except saving money from not staffing the lounge (with 1 staff member) escapes me. In any case the breakfast offering in the lounge on Monday & Tuesday was the most limited I have ever experienced in a Hilton.
As a Gold member they gave me a voucher for breakfast in the main restaurant which I assumed was for both Saturday and Sunday, but it was retained by the restaurant staff on the first morning and I was told that I had to go and ask for another one from reception for the following morning! Surely the reception staff should have anticipated this when I checked in?
The entrance to the hotel is a large atrium which has little purpose except to reflect the shine of the Marble. There is a small coffee bar with some seating, but the coffee bar is only open from 5:30am until around noon. With the exception of the main restaurant (which we assumed was open in the evenings (never managed to find out or find a menu, even at the entrance of the restaurant) the only place to get something to eat/drink is the bar, which is enclosed at the back of the atrium with no daylight and TV screens playing at all angles. When it is 87 degrees and sunny I want to enjoy the weather, not hide in the dark.
We returned to the hotel one afternoon wanting to rest and have a room service sandwich. Despite it being 2.30pm, they were still servicing our room, so we decided to get a drink in the bar, but as it was so depressing, we took these to the coffee bar seating in the atrium where there was at least daylight. Given that the coffee bar had been closed for at least 2 hours we were shocked to find the area littered with coffee cups, tables, seats and carpets covered with crumbs. Wholly unacceptable. 
We returned to our room to order the room service sandwich from the "all day menu" and then to rest. Guess what - there is no room service in the afternoon. Again another first at a Hilton airport hotel. We complained about the state of the coffee area and the misrepresentation of the "all day" room service menu. The duty manager passed on the blame for the coffee area to housekeeping (that’s leadership!) but the catering manager, Jonathan, agreed with us about the "bar" and the misleading room service and personally made and delivered our sandwich with his compliments.
Why no all day room service? Cutting back on the staff again? What about those who arrive from a long flight in the afternoon and just want a snack and a rest?
Overall, the hotel let the Hilton brand down.