Hilton Garden Inn Boston/Marlborough

Room was spacious once we got in.. it was comfortable.

Our stay was great once the mess of our confirmed reservation was fixed. Booked through 3rd party, neither third party nor Hilton would accept accountibility. Needted fully handicap room and it was ckear on reservation. Also chose the handicap room on the reservation application site. Drive over 1200 miles only to arrive to a hotel that did not have accomodations for a guest with wheelchair access to bedroom or bathroom. Eventually worked out to a king size room with rollout bed. Not ideal but managable. Longest and most stressful 3 hours while the manager battled with 3rd party. Ultimately, Hilton chose to do business with 3rd party. The communication between them is on Hilton. As a guest, I don't want to hear finger pointing or excuses. I just wanted to have exactly what was reserved. I believe Hilton received the accomodation needs request and it was overlooked. I read it on the confirm, heard the manager on the phone with the third party. I believe they double booked the room and gave it to a higher paying guest. If you want to partner with third parties to increase booking... honor the confirmed reservation to the guest without a question or hassel. Traveling with an aging, ill, handicap person is stressful enough; add an incident like this is detrimental. It could cause further health usdues. Unnecessary stress made a very stressful situation much more stressful. We traveled for bereavement not vacation or fun. Rooms were not refreshed daily. When traveling fresh towels and emptying trash at a minimal is expected not optional.