The worst experience I've had in a trip to the US:
1. They could not identify my Expedia reservation and told me to go find another place to sleep and call Expedia to fix the issue...
2. When they finally found my reservation, after 30 mins or so of argument (this was until I found the email from Hilton with the reservation number), they gave me the room key (1609). I went to the room and there was another person in my room...
3. I came down to the front desk again and let them know the gave me a room already occupied. They made the other person come down and identify himself. Apparently, they mistakenly -or viciously- gave him my room.
4. I ended up going to another hotel, Hyatt Cambridge, for an 800 USD a night...
5. During the whole argument, the people in the front desk blamed Expedia, not themselves.
I really hope you take some action, this was a really terrible experience. It is quite clear to me that this was not Expedias problem, but the Hilton Boston Back Bay.
Ps. I did not gate any apology for this nightmare at the Hilton.