The Westin Copley Place, Boston, A Marriott Hotel

Very very NICE hotel, with beautiful views (depending on the room), and conveniently located. Room was very clean and had nice finishes and decor. Definitely luxurious for me. Hotel staff and manager were very helpful and kind.

Our check-in with Amr was exceptional. He made the entire arrival experience feel seamless and effortless, combining speed and efficiency with a genuinely warm, white-glove touch. We immediately felt welcomed, comfortable, and very well taken care of. I also particularly enjoyed speaking with Frank at the concierge desk. He was incredibly gracious, knowledgeable, and thoughtful, and his expertise was evident in every interaction. He went above and beyond to be helpful, and his attention to detail made a lasting impression. Both Amr and Frank are wonderful representatives of the level of service and hospitality that truly distinguishes an exceptional hotel experience.

Extreme disappointment in this stay. First, there is a serious pest issue in the lobby. When I checked in at approximately 11:00 PM on August 20, I overheard another couple reporting a rat in the lobby. The front desk staff responded to them quite impolitely. Later, on Sunday night between 10:30 PM and 2:00 AM, I was working in the lobby and personally saw a rat running around for several minutes. When I reported this to the front desk, the staff member simply smiled and offered no response. The following morning, when I brought it up again while extending my booking, the staff claimed no one had ever reported a rodent issue, directly contradicting what I witnessed on my first night. Second, I was assigned the wrong room type. I booked a Charles River view room through Trip.com at a premium rate. However, the front desk assigned me a city view room without informing me. I only discovered this error when I extended my stay. While I eventually received a refund of USD 50 per night after questioning the front desk, I would have been overcharged for an inferior room had I not proactively raised the issue. Finally, I was shocked to find unexpected package handling fees totaling USD 200 (charges of USD 145 and USD 55) added to my final bill. I had three consecutive bookings during this stay, and the majority of my packages arrived during the periods covered by the first two bills, yet no fees were disclosed or charged then. When I questioned this upon checkout, I was told the fee is stated on your website and that the omission on the earlier bills was an oversight. Charging USD 200 for package handling is excessive, especially considering that competing luxury hotels in Boston, do not charge for this service.

The location was great, everything was near us: the Boston Public Library, Trinity Church, Copley Square, and different T stations. The rooms are quite spacious even with our massive luggage. The bed and linens were really nice and luxurious, we had a great stay and we were very well rested for our outings. I especially liked having starbucks coffee refilled everyday for our in-room amenity. very convenient to get caffeine when we need to get going early and before everything else opens.