2/10 Terrible
John
Business traveler
Jun 12, 2025
Liked: Cleanliness, amenities, property conditions & facilities
I checked in for my stay at CitizenM Boston on the night of June 3. I arrived close to midnight and checked in without any issues. The front desk confirmed they would charge the credit card on file, and I authorized it. I went to my room and went to sleep, expecting everything to be in order.
The next afternoon (6/4), I returned from a conference and began getting ready for the evening. Since there was no iron in the room, I went across the hall to the ironing room to iron a shirt/ jacket, only wearing a T-shirt and underwear — no shoes, no phone, just quickly prepping my outfit. When I attempted to return to my room, I was abruptly locked out.
What followed was one of the most humiliating experiences I’ve ever had while traveling: After being locked out, I was forced to walk barefoot and underdressed through a crowded hotel lobby to reach the front desk to get this matter resolved — with no warning or explanation from staff beforehand they just locked me out of my room.
I was then told I was locked out due to a payment issue, which came as a complete shock. At no point did anyone attempt to call, email, leave a note or otherwise contact me to alert me or ask me to come to the front desk. If someone had reached out, I could have resolved it immediately. The staff's complete lack of communication turned a simple issue into an unnecessarily embarrassing and horrifying ordeal.
Even more frustrating: the staff member who checked me in the night before said nothing about any probl
John
Stayed 4 nights in Jun 2025