The hotel itself is stunning!...

Liked: The hotel is stunning. Rooms comfortable and well equipped.
Disliked: Lift not working, some of the staff were rude

Exceptional

Liked: This place was an exceptional place to stay in visiting Boston.

Fabulous “40th” Anniversary and Marriott...

Liked: From all the Staff, Monica-Concierge, Great CLEAN Suites, Historic Building and Grandeur Hotel with the 26th floor Observation Deck-Best Views of ALL of BOSTON…this MARRIOTT Custom House has it ALL !!!
Disliked: Honestly the only complaint is the “crappy” toilet paper (commercial 1-ply) and the low low toilets are made for kids.

We all had a great...

Liked: Staff very helpful and friendly. The location of the hotel is excellent as close to everything in Boston.
Disliked: Cannot think of anything.

Superb

Great for families

Liked: Beautiful building. Great location. Interesting rooms.
Disliked: Explanation of the room was a bit misleading as we ended up sharing a room with our 18 year old son with no dividing wall.

The best hotel we have...

Liked: Room is super nice, clean and comfortable for my family. Location is near all the main attraction e.g marketplace, waterfront park and surrounding area. Facility is top-notch to be used. Observation deck on the 26 floor is fantastic. Free DIY laundry need to be mentioned.
Disliked: Should have breakfast included in the package.

My worst experience at a...

Liked: There wasn't enough space to write about the issues, so I'm sharing them here —— The worst part was that when issues arose, the hotel and booking.com just passed the buck to each other. Having stayed at many Marriott hotels around the world, I can say that the service at this Boston location was the worst I've ever experienced. We want to share our experience to highlight that low ratings for hotels are often justified and should be taken into consideration when booking. Also, try to avoid booking hotels through booking.com if possible, as even the front desk of this hotel told us directly, "I’m telling you, you shouldn’t book through booking.com; otherwise, the issues could be resolved more easily."
Disliked: It’s shocking that a high-end hotel charging a premium rate would put guests in a room with extensive water damage! Booking.com offers no real support; when issues arise, their customer service based in Egypt is useless and just tells you to contact the hotel. Meanwhile, the hotel itself insists that any issues with bookings made through booking.com should be addressed with booking.com, even though the service problems are clearly the hotel's fault. Additionally, Booking.com's app only allows them to send messages to customers, so we couldn't proactively contact them through the app.The description on booking.com was for a suite, and the pictures also showed a flat suite, but we were surprised to find that the hotel gave us a two-story loft instead on the 2nd floor without view; with no available rooms to switch to. Grandma is 81 years old, so we had to forgo having her climb stairs to reach a bed and instead had her sleep on the sofa. To make matters worse, we discovered large water stains and peeling wall paint on the ceiling of the loft’s big bed area. We contacted the hotel front desk, and they sent someone to inspect the issue, acknowledging that they were already aware of it. However, since the hotel said there were no other rooms available and the elderly members of our family were exhausted, we had no choice but to return to the room and rest. Before bed, we found the room very cold and turned off the air conditioning. Nevertheless, we were still woken up in the middle of the night from the cold, and grandmother even had leg cramps. So, we spent a pricey night enduring the worst experience.

Fantastic place to stay

Liked: The historical building, location, services at the desk.
Disliked: The room I stayed this time was smaller than the one I stayed last time.