I'm not surprised that the front desk experience at the Sheraton Boston is so less-than-optimum in terms of customer service.

I stay in that hotel 6 to 8 times a year, and most of the time, they make some significant mistake, such as giving me a room with a connecting door to the next room, so I can listen to my neighbor's every move at 2AM....or giving me a room next to the exceptionally noisy elevators (they sound like helicopters hovering outside my window when they go up and down)...or giving me what looks like a good junior suite, only to discover that the bedroom is right behind the maid's closet, so that everytime they need to get towels or the like for a guest, the door slams loudly and vibrates the lamps on the nightstands on either side of the bed.

*sigh*

This is really not a good hotel, and the customer service is below par for Starwood. I'm platinum for 11 consecutive years, so I'm really not a newbie. I've switched to Le Meridien in Cambridge for my Boston stays in the last several months, a much nicer hotel, much better customer service, though the downtown main street at Central Square is not especially attractive, even seedy in spots.