The Loom Hotel, Tapestry Collection by Hilton

Everything Everything

The hotel is in a scenic location right on a river, and there was plenty of parking available. The room itself was mostly fine and served its basic purpose. Unfortunately, our stay was marred by unprofessional customer service. Due to the severe Nor'easter, we called a day in advance to delay our arrival. We were told this was acceptable; however, upon arrival, the front desk attendant was notably abrasive and reprimanded us for not checking in over the phone, a protocol that was never communicated to us when we called. She blamed a colleague for failing to leave a note, inappropriately shifting the burden of their internal miscommunication onto the guest. Furthermore, while management initially stated they would coordinate with Booking.com regarding our weather-related schedule change, the hotel staff subsequently failed to answer phone calls from Booking representatives. The room amenities fell short of expectations. A malfunctioning mini-fridge froze solid, ruining all of our stored food and beverages. Additionally, the room was missing a television remote (we did call to get a new one, but it took time as they had to check if they had any extras). Overall, while the physical location is a notable asset, the severe lack of responsiveness, poor guest relations, and lack of attention to detail resulted in a disappointing experience.

The building and decor are all very unique - modern. Everything was well kept and clean. Our room was spaceous and very nice. The only thing we would have wanted was a room refridgerator.

Great hotel!

Front desk staff was rude and unhelpful, acted like a I was an inconvenience checking in at the hotel. I was grateful to go to my room to be away from them

Absolute disgrace of a place with management that could not care any less. After a car accident and not being able to make my booking I was treated rudely and quickly dismissed. I was not looking for a refund just consideration on a follow up stay. I will never go to this hotel again. This is the second time they have done me wrong and there will certainly not be a third. Use caution!

Staff were very helpful. Many broken items. Not very clean.

Exceptional

The room door didn’t close properly. The one shower head didn’t work properly in 516. I will say the staff in the restaurant were amazing. So friendly.

We had breakfast one day at The Brook and it was very nice. Received an excellent decaf espresso. Best I’ve ever gotten.

Innovative use of property. We waited to be seated at restaurant and decided to leave. A customer even told a member of the staff that someone was waiting to be seated. Parking should be included in the price of the room.

We enjoyed our stay. Everything was perfect.

It was lovely. Staff were really friendly. Room was very clean. Beds were comfortable. Good location. There’s also parking across the street. Limited options for breakfast when it’s included.

Nice location near plenty of stores. Staff was welcoming. I loved the industrial layout and decor. The bed was comfortable and the room was pristine.

In the end, everything was great: bed, room and restaurant! We did not like the receptionist who checked us in (generally bad attitude), everyone else (house keeping, bellman, reception and restaurant) was super nice and helpful the entire time we were there (7 nights). We did not like that there was not a refrigerator in our room when we first got there, but we received one shortly after we had unpacked.

I didn’t use much of the service, but the room was clean fresh sheets and towels were set everyday. There is restaurant downstairs call the creek that serves breakfast, lunch, and dinner. Tried the dinner and dessert it was fantastic with great service on top of that. There was seating inside and outside during our stay we sat outside had few drinks by the river located by the hotel. I can see myself coming back.

Room was very nice, clean, and well decorated. Only issue was the amount noise in the hallway from other rooms' doors closing & people, need some sort of soundproofing.

Clean rooms

All was perfect.

Historic property in an amazing location by the river, beautiful restaurant patio, wonderful staff