Rated 4 out of 5 by Nohasslestraveler Great hotel, in-superior customer services
I was a guest at the Westin Copley Place this past weekend (Jan) in Boston, MA. I was happy to find gorgeous accommodations in a great location. Upon check in the staff at the hotel was friendly and helpful, as well as capable of assisting me with any questions I had. Per the normal a hold was placed on my card for incidentals. I was told that upon check out it would be removed. A week later after finding out that it wasn't yet canceled on the hotels end, I called to get it straightened out. I found the customer service rep to be rude, ask way too many personal financial questions and extremely unprofessional.
January 17, 2014
Rated 4 out of 5 by Kathleen688 Good Hotel for Conferences
The hotel was great overall, but the elevators were extremely slow for our large conference.
June 30, 2014
Rated 3 out of 5 by RockyCourt Not the best experience
Not the best experience as we were panhandled in the lobby by street people who just walked up to my wife and asked for money.
Secondly the hotel seems understaffed as each time I called the lobby for assistance I was on hold for five minutes. Also the elevators seemed very slow and random. Sometimes the alarms came on, sometimes the light displayed where the doors would open to gain access to the lift; sometimes they worked fine
On the good side, Jules in the breakfast eatery was great and we had an excellent meal with our daughter.
All in all a good stay but not up to the standards of a Westin
April 1, 2014
Rated 4 out of 5 by SadConferenceattendee Disappointed
I accepted an offer to upgrade my reservation to a junior suite. The offer promised great views of the city of Boston and the Charles River. The view from my junior suite was dominated by the wall of the adjacent building through some really dirty windows. Very disappointing. The staff was great, though.
June 24, 2014
Rated 3 out of 5 by Rsb27 Mr
Shower was narrow and rounded at the bottom. Should havre two comfortable sitting chairs.
June 28, 2014
Rated 5 out of 5 by stajusta Love the hotel, love the location
Fabulous stay in a great walking town. The staff was superb with a particular shout out to Juan the evening front desk guy from Colombia. He was very helpful on two occasions, warm and endeavored to please. The concierge team also did a great job recommending walking routes.
June 23, 2014
Rated 5 out of 5 by ailaguest Room Service
I was extremely impressed with how promptly food and beverage was delivered to the room. Congrats to the hotel for figuring out a system on how to respond so quickly to room service requests, particularly for business guests who are on a tight schedule in the morning. Thank you.
June 23, 2014
Rated 3 out of 5 by DianaR Hotel's shortcomings
I would have rated the hotel better if not for the following problems:
1. Check-in is 3:00 pm, we arrived at 4:00 pm and was told our room wasn't ready -- would not be ready until 4:30 pm. We were not pleased, we had traveled by train for 6 hrs and was ready to relax.
2. No where was it stated that the water cost $4.25 per bottle. Most "nice" hotels provide water free of charge. We drank 3 bottles and found out the fee on our bill -- again not pleased.
3. Went to make coffee the first morning - no coffee cups.
4. Second day, we left at 9:30 am and returned at 2:30 pm -- room had not been cleaned yet!!
August 30, 2013
Rated 5 out of 5 by LMCAL Our Favorite Boston Winter Hotel
3 yrs ago we booked this hotel because there was a major storm forecast and we needed to get into Boston over the holidays. It has now become a holiday tradition. We stay for several nights - it is perfect for our extended sibling family. The location is great - we can walk everywhere from the Copley location and Copley Square at the holiday is beautiful. Those that don't want to go out in the cold/ snow can stay in and cover a lot of territory through the bridges that connect the hotel to the malls restaurants and Top of the Hub. The rooms have amazing views. And, when we were snowed in, we played board games (we brought our own) in Bar 10. Great place to stay in a great location.
December 31, 2013
Rated 3 out of 5 by Katie2161 Nice hotel, Not so nice value
It was a nice hotel and the location is convenient, but given the price, I'm not sure that it's the best value compared to other hotel stays in major cities.
June 25, 2014
Rated 4 out of 5 by Teddie1825 I love Westins!
I love Westins and stay in them whenever possible. However this particular hotel was a disappointment in one very specific way - the rooms and bathrooms were VERY dark. It was impossible to read in the bedroom chair or put makeup on in the bathroom. That's a problem that can easily be addressed and i hope it is as i look forward to staying at the Westin Copley Square again.
June 16, 2014
Rated 4 out of 5 by Tzah A great team!
We have stayed in the Westin Copley Place several times this year. Location, undoubtedly, is excellent. Shopping, restaurants, museums and transportation lines all easy walking distances.
Although the physical aspects are noticeably ageing, maintenance is good
What makes this hotel special is its people. Lincoln at Service Express attends to your requests effectively and always courteous and professional. An asset to the Westin team.
Shun Tao, also from Service Express, is efficient, hardworking and an exemplary member of the team.
Tania from Front Desk is another member of the team who is alert, intelligent and uses her empowerment to please guests.
Congratulations on a great team!
November 10, 2013
Rated 5 out of 5 by ckrj96 Absolutely fabulous!
The Westin Copley Place is the top of the line of Westin hotels, and as we have stayed in many. Our rooms were modern, spacious, spotless, and truly a wonderful oasis after a day in the city. The views are spectacular no matter where you are in the hotel, and of course, the Westin Copley Place in the Back Bay is the BEST location in Boston. The bar was cool and comfortable, the staff was friendly and attended to all of our needs, and the fitness center and business centers had everything we needed to take care of work and health. Thank you, again GM John Wedig, you and the rest of the staff at the Westin Copley make this my #1 recommended hotel in Boston. We will see you again soon!
September 19, 2013
Rated 5 out of 5 by mary2585 Great Experience
Had a wonderful experience at this hotel with my sister. Located 1 block from Back Bay Amtrak as well as the Copley T stop. We checked our bags in when we got to town (before the room was ready) and everyone was very friendly and accommodating. When we checked in the room was comfortable and very clean. The blinds kept the room nice and dark in the morning so we could sleep past 7 and the beds were amazing. We checked out at noon but again checked our bags so we could spend the day in town and we told our parking fee would cover until 5:00 allowing us the day to wander without additional cost. Overall a very pleasant experience with both the hotel accommodations and their great staff.
August 26, 2013
Rated 5 out of 5 by derFcht Freddy's Likes
*Walking distance to every major attraction in Boston; 20min tops.
*Great views of Boston.
One dislike, parking @ $55/day is NUTS!!
Take a cab, leave car at home.
June 23, 2014
Rated 5 out of 5 by Jpim Friendly Staff and Great Hotel Features
Westin Copley Staff and room accommodations were great! The Hotel is conveniently located near many local attractions and shopping! I defiantly will be coming back!
June 23, 2014
Rated 2 out of 5 by Californiainboston Not my best SPG experience
The rooms are pretty bare. No contents in the mini bar and very minimal amenities.
My TV didn't work and I went down to the front desk to request that it be fixed while I was gone. The TV was never fixed and there was no follow up communicated to me about what happened eventhough I noted that I really needed the TV to work by my second night.
My room service order came wrong the first time, but they were very nice when bringing the right stuff.
Walls are paper thin.. could hear all intimate details of what was going on in rooms on both sides of me.
I try to stay in SPG hotels, but would never go back to this particular one and can't recommend it based on my experience. Not worth the high cost.
March 1, 2014
Rated 2 out of 5 by mjp14 Service in dire need of improvements
The facilities are what you'd expect for a hotel at this level, but unfortunately the staff performance is below average. After a long flight the check-in process was doubled or maybe tripled with an unnecessary sales pitch for their loyalty program. Room service didn't change the towels or restock the coffee, and they actually removed all of the coffee cups. Finally on check-out we were treated to an incorrect charge from the hotel bar to our room which still has not been properly refunded. In my experience all of these little problems point to unhappy employees, likely due to poor managers. I certainly hope they can find the problem and solve it to get their business back on track. I would not recommend staying here to any of my colleagues, and will explore one of the countless other options in this part of Boston on my next visit.
June 6, 2014
Rated 4 out of 5 by OHUT Internet access fee
There was no free Wi-Fi in my room. This hotel charges very high daily fees for it. It was an annoying inconvenience in this otherwise nice hotel.
June 23, 2014
Rated 4 out of 5 by Tzah Location
We can always count on people like Lincoln at Service Express. Helpful, caring and very efficient and reliable. Professional.
Front office - Shazia who is accommodating and cheerful and knows her job well.
Evan, Ismail and Shun Tao always looking out for guests. Know their job well . But their caring attitude brings them a notch above many others in the industry.
The Westin Copley should leverage on its people. Front office service is patchy, from the very good like Shazia to many indifferent ones. The effort though is quite evident that many do try. .
The lobby area can be improved. It is often in disarray and messy. Not tidy and elegant. More like the waiting room of a train station ..
October 3, 2013
Rated 5 out of 5 by soxfanfrommaine Great hotel!
This is a great hotel in a very good location in the Back Bay. My only complaint was that the luggage storage service could have been faster.
June 23, 2014
Rated 4 out of 5 by TAL2013FALL Overall
Overall experience would be a 3 out of 5. One morning for 20 minutes did not have hot water but engineering /operator were great in resolving and fixing.
Not overly friendly staff. But my experience with Boston in general during my time was not friendly either. Could be more customer focused especially on the drive, bellmen, and front desk. Front desk did not have my SPG on file which I had placed on the reservation with PCMA. Thus, recognition was not there. The room size was wonderful...not sure if that was a standard room but was quite spacious. However, hard goods could use some updating.
January 16, 2014
Rated 5 out of 5 by Rich45 Fantastic!
What a wonderful experience- from the moment of check-in to check-out. Concierge desk staff were extremely helful in arranging restaurant reservation to saving money using public transportation.
Had a spacious suite on the 20th floor, overlooking Copley Square.
June 18, 2014
Rated 5 out of 5 by KayBee7 Great experience
Staff was fantastic while checking in! Room was quiet and comfortable.
June 23, 2014
Rated 1 out of 5 by lavendargirl Worst customer experience
I would not recommend this hotel to anyone traveling to Boston. I am a frequent traveler and travel frequently for work for the last 10 years. This was one of the most horrific hotel experiences of my life, in terms of customer service, staff attentiveness and everything else.
There are a lot other and much better SPG hotels in the area, please chose an alternate one. I wish I could give them 0 stars, however 1 is the minimum the system would allow me to rate.
June 1, 2014
Rated 5 out of 5 by JeffB14 Top Notch
I continue to travel to many places around the world and occasionally find myself back at the Westin Copley. By far, always the best experience and an organization that all others should strive to be like.
June 19, 2014
Rated 3 out of 5 by barbara2012 First stay at a Westin, last stay at a Westin
We arrived early in the day and our rooms were not ready. They said they would call when the rooms were ready. Around 4 pm we went back to the hotel. The staff's response to not calling was "oh well, it's ready now" and a giggle. I did not enjoy drinking my morning coffee from a paper cup. I would prefer the option of a ceramic cup in the room or paper if I need to go. I thought putting sensors on the convenience basket was unnecessary and insulting. The people in the next room were named John and Shelly. We were not traveling with them, but the walls are thin enough to allow you to hear both conversations and bathroom usage. I do not mind paying for great hotel experience. This just wasn't it.
July 5, 2012
Rated 5 out of 5 by DrLy Beautiful, Comfortable Hotel in a great location
I was there for a week in March for a conference. The room was lovely and comfortable. I had the city view on the 20th floor and it was great. I know many suggest getting the river view. Although I did not see the river view for comparison sake, my city view was beautiful. The bed and furnishings were comfortable. Service was great. The only faults I could find are minor but worth mentioning. It was difficult to get the room warm enough and the refrigerator was too shallow for standard doggie bag boxes.
Again, these are minor quibbles and more of a feedback for the hotel than anything that should stop you from considering this hotel. The hotel is pricey. If I could get a good rate, I would definitely return.
March 12, 2014
Rated 5 out of 5 by tjmit Conference Visit
I loved my stay at the Copley Westin. My room was very comfortable and the view over the Charles and towards Fenway was iconic and lovely.
June 18, 2014
Rated 2 out of 5 by notverypicky BUSINESS STAY
I am in customer service business. The staff needs to acknowledge guest. on three different occasion the first got on elevator and two men in suits getting off third floor to offices with name tags said goodmorning no reply second same got on elevator a women dressed nicely with name tag pushing cart again good morning no reply pushing luggage cart. third stand near bar 10 two employees talking to a I was an interruption. did not feel welcome was with a group of 35 for a meeting meeting was in a section of hotel closed restaurant down stairs the restrooms were did not look like they were cleaned since they closed the restaurant. Why would the hotel place thirty five executives in a closed part of the hotel ceiling tiles were out of the ceiling. Not a great reason to come back.
May 14, 2014