4/10 Poor
Adam, N Scituate
23 Mar 2025
Liked: Cleanliness
Disliked: Staff & service, property conditions & facilities
I was disappointed in my experience with Black Swan. While the facilities were nice and clean, I did not like the hidden fees associated to the booking. $160 fee as a “facilities fee” (billed right at check out and before you arrive) seems like a way to lure you into booking the trip with a deceptively low daily rate advertised and then they make their extra money on the back end. Why not include the fee in your daily rate??
I was also promised amenities that were not present in the room (such as the in room safe). This might be a miscommunication between Expedia and Black Swan, but I called and spoke to someone at Expedia before booking and they assured me I would have a safe. This wasn’t the case at all and I was left with carrying around my valuables through my whole trip. The room also has a washer and dryer onsite, none of which worked. They labeled the AC, the safe, the washer/dryer all with “out of service” labels…
There is also no one onsite. This is one of those companies that rents rooms and then rents to you at a daily rate. There is a customer support phone number, but no one onsite to talk to or resolve issues. You basically have to communicate with someone via text messages about any questions or concerns, and they respond during normal business hours. This is fine but good to know it isn't like a traditional hotel.
All in all, I would have never booked with this facility had I known about the fees and non-functional systems onsite and other nuances.
Adam
Stayed 3 nights in Mar 2025