The Charles Hotel in Harvard Square♡

Five-Star Prices, One-Star Service – Getting Water Feels Like an Achievement

2.0

I chose The Charles Hotel because of its reputation and expected a high standard of hospitality. Instead, my three-week stay was filled with disappointment. The front desk made even the simplest request—getting a bottle of water—feel like asking for a favor. It’s surprising that a hotel of this level doesn’t provide complimentary bottled water in guest rooms, and even more surprising that staff seem reluctant to hand one out. Room service was unreliable, with long waits, incorrect orders, and deliveries that sometimes never arrived. The most frustrating part of my stay was housekeeping. The rooms were cleaned very poorly. If something was left on the floor, it often remained there after housekeeping had supposedly cleaned the room. I travel frequently, and this was by far one of the weakest housekeeping services I’ve experienced. The department clearly needs stronger supervision. This hotel has an excellent location, but the service simply does not match its reputation or price. I would not choose to stay here again unless there are significant improvements.

Terrible Stay – Getting a Bottle of Water Shouldn’t Be a Challenge

2.0

I stayed at The Charles Hotel for three weeks while attending a Harvard program, and unfortunately this was one of the most disappointing hotel experiences I’ve had. The front desk staff were unfriendly from day one. Something as basic as getting a bottle of water became an unnecessary struggle every single time. I have traveled extensively around the world, and I have never stayed at a hotel where guests are not provided with complimentary bottled water in their rooms and instead have to go downstairs to ask for it. Room service was equally disappointing. Orders took an incredibly long time, were often incorrect, and on several occasions never arrived. The biggest issue, however, was housekeeping. I have never experienced such poor cleaning standards. Items left on the floor would still be there after the room had supposedly been cleaned. The housekeeping department—and especially its supervision—clearly needs major improvement. Given the hotel’s reputation and price, I expected excellent service. Instead, I encountered poor customer service, inconsistent housekeeping, and a lack of attention to basic hospitality. I would not stay here again and sincerely hope the hotel addresses these issues.

We would stay here again and again

10.0

This hotel really has it all. Before booking, I spent a lot of time reading reviews and comparing nearly every top hotel someone would realistically consider when having a meeting in Cambridge. On my previous trip I stayed at the Ritz-Carlton, so I had a good point of reference. After this stay, I would choose The Charles Hotel again without hesitation. The showers were excellent, with plenty of hot water and outstanding water pressure. The front desk staff was consistently warm, welcoming, and genuinely helpful. If you book through American Express Fine Hotels + Resorts, they make you feel like a true VIP. Room upgrade (I was a last-minute booking and School is not in session right now for major events) and a welcome bag with gourmet goodies. You can use the breakfast credit in your room or at the restaurant plus an additional hundred dollars to use. One of the unexpected highlights was the complimentary pantry. Compared with club lounges or elite status benefits at many other hotel brands, this was actually more useful. It was stocked throughout the day with sodas, sparkling water, granola bars, Cheez-Its, Oreos, and a variety of other snacks. My room also included a Nespresso machine, which was a pleasant surprise. Ironically, the Ritz-Carlton room I stayed in didn’t even have in-room coffee. The blackout shades worked perfectly, something I can’t say about my experience at the Ritz-Carlton. The bed was incredibly comfortable—actually more comfortable than the Ritz. Both hotels use feather beds and have a softer mattress, which I personally prefer. I was extremely happy with my decision to stay here and would highly recommend the hotel. I felt like a valued guest. I also think some of the negative comments about the room decor miss the mark. Yes, there is a weathered leather sofa in some rooms that appears intentionally aged rather than brand new, but it’s paired with attractive newer furnishings that complement the hotel’s historic character. The overall feel is fresh, well-maintained, and thoughtfully designed rather than dated. Finally, we arrived after 1 o’clock in the morning and there were two people who were fresh and bright at the front desk. However, no one there at the front door, which would possibly have some people say this isn’t a five star however when we checked into the Ritz Carlton , there were two people there they still didn’t properly unload our bags from the car and left our bags on the curb to run to go get a cart so we had to drag our bags out of the street. This is an amazing location and we could not be more happy with our choice. We would stay here again and again. room service breakfast was fantastic. Nothing was forgotten. Pancakes were perfect. Eggs were perfect. Hashbrowns were a little odd because they were almost mashed just with a bottom light crust . Rye bread was phenomenal artisan bread as opposed to every other hotel including the Ritz having bagged bread.

Guest review

10.0

Location - amenities - products in room- comfort of bed - friendly accomodating staff and food

− Nothing

Lovely Hotel

10.0

A perfect, charming hotel with a great location. The bed linens were incredibly soft, and the food served at Henrietta’s Table was very good. We loved the free snack pantry in the lobby, especially the bottles of water. Will absolutely stay again!

Awesome staff and service

10.0

Great facility, staff and overall experience for a mother daughter trip to Boston. Loved the location and ease of walkability during the summer. The snack panty and arrival gift bag were a nice touch too.