AC Hotel Worcester

Service Quality: Guests consistently praise the hotel staff for their friendliness and helpfulness, highlighting instances where staff went above and beyond, such as assisting with car trouble. The smooth check-in process, even at early hours, is also noted.(based on 3 reviews)

I stayed on Saturday, July 19 for a wedding. I am a Marriott member, so I received the email telling me to check in early through the app. In the app you are able to pick your check in time and I chose 3pm, giving me enough time to get ready before the shuttle arrives for pick up to the ceremony. We get to the hotel after 3:30pm, due to traffic and I’m told rooms are not ready. At 4pm I go up to the desk and the gentleman tells me the rooms are still not ready. I tell him that the shuttle will be here in an hour and my husband and I still need to get ready. He informed me that the hotel was totally booked last night and is again tonight and that there are a lot of rooms to clean. I told him that isn’t my problem, that’s the hotel’s problem and maybe they need to hire more staff for housekeeping. I told him that was bad customer service. Finally at 4:20pm are rooms are ready. The gentleman hands me a list of restaurants, he informs me just in case I miss the wedding. I work at the largest university in Massachusetts and I make reservations every week for our staff and faculty and they have never had issues like this. I will never come back to this hotel again, nor send anyone else there too.