Baxter Lake

Our overall experience was great. We had a delicious meal at the restaurant and our stay on the Gold level was outstanding. It was unfortunate to experience a building alarm at 4:00 a.m. but comforting to know that if there was a need to evacuate, we were given clear information and kept updated.

Our stay started off a little disappointing due to the service we received from some of the staff. We found the interactions to be quite blunt, and at times, they came across as lacking care, with some responses even feeling a bit rude. However, everything changed after we spoke to a lovely lady over the phone regarding a request. She was incredibly polite, full of energy, and genuinely eager to help. When we later went downstairs to raise our concerns with the manager, we were pleasantly surprised to discover that the person we had spoken to on the phone was, in fact, the manager herself – Elizabeth. Elizabeth’s warmth and positivity were absolutely contagious. She not only listened to our concerns, apologised on behalf of her team, and offered some compensation due to the issues we had faced, but she also continued to check in on us throughout our stay. Her energy and attentiveness truly transformed our experience. Simple gestures like a cheerful “good morning,” asking how our stay was going, or engaging in light conversation made such a difference – it’s the kind of care that leaves a lasting impression. A special mention also to the gentleman who came by to collect our shoes for polishing and drying—his positive energy was equally infectious and very much appreciated. Thank you so much, Elizabeth, and the shoe collection gentleman, for turning our experience around. Your kindness, enthusiasm, and genuine care made a massive difference to our stay!

The hotel was very welcoming, from the doorman opening the door and greeted me as I walked in to directing me to hotel check in area. It was very early in the day and Boston had one of their severe winter days and the check in person informed me that they would contact me once a room became available. As I awaited in the very comfortable hotel lounge area with ample seating and fireplace (oh yeah), I was contacted soon after that a room was available. The hotel’s location in the Back Bay Area is very nice, not too far from Little Italy and Chinatown. My room was very spacious and artfully decorated, with a king sized bed, sitting chair, desk area with chair, smart TV, etc. Also, had a nice dinner in the hotel restaurant, The Berkeley. The food experience was wonderful (crispy roasted chicken on garlic toast with watercress and chicken jus, and mixed berries clafoutis with a scoop of vanilla ice cream, were the highlights. The restaurant staff was awesome. Overall, great hotel experience and I will definitely stay here again when I visit Boston in the future.