Some staff are well-trained, polite, and helpful, but some are not. I added two days to my stay, and on the original day of checkout, there was relentless pounding at the door. I did my best to explain that I wasn't checking out that day, but it took a lot of convincing. Then, fifteen minutes later, the pounding on the door resumed, and I had to explain again. This episode was repeated on my actual checkout date, when I arranged to check out at noon instead of 11 with the front desk. The front desk must have neglected to share this information with their staff. Not only was there prolonged pounding at the door, the employee was very rude. "Who said that?!" "Who did you talk to?!" "When was this?!" It was like a police interrogation in a 1950s movie.
Early during my stay, two front desk staff members had extremely poor English pronunciation. Both my parents were immigrants, so I sympathize with the difficulty of learning English, but there are many jobs in the hotel. The front desk job should only be given to those with intermediate fluency in English. On the other hand, most of the employees spoke English at good proficiency or better.
When I first checked in, there was something wrong with the lock of my room, and I couldn't get inside. So they gave me a different room. Of the many surfaces in the room, one had not been cleaned. The hotel's back door was left unsecured after 11 pm, and that's unwise, since Harvard Square does have some homeless people around.