I was appalled by the rude, terse and unprofessional communication style of C-suite management (Melissa Villalobos, the President's executive assistant, and Daniel Donahue, President of the Saunders Hotel Group, who mispronounced my non-Anglo name several times within our 1-minute conversation -- despite me explaining to him how to pronounce it 3+ times). Ironically, when I initially called the front desk to get in touch with Melissa, the person was kind, responsive and genuinely striving to be helpful. FYI: I had to make my reservation through senior management as I had donated to a youth-serving nonprofit and won a night's stay as a silent auction item for $350. I am being told they are voiding the certificate for a one night stay and, to add insult to injury, being falsely accused of "selling for a profit" despite having sent them a receipt for paying $100 more than I sold to someone because I could not use the voucher myself as originally planned. From the beginning of initiating communication to make a reservation, I was transparent about wanting to make it for another person. Dan immediately made assumptions, and had no qualms about making offensive accusations, without any show of curiosity. It is arrogance and prejudice. I understand that the Lenox is a long-standing institution in Boston. Unfortunately, they do not have a "people first,” non-elitist approach in their communication and customer service norms. I may not be a high net worth, "VIP" client, but basic civility and customer care should be foundational. This was my first time attempting to do business with the Lenox. I also have to note here that their "corporate social responsibly" (CSR) practice of donating stays at the Lenox to nonprofits is totally against the spirit of CSR. As far as I can tell, the Saunders Hotel Group wants the tax write off without actually providing hospitality and services. It's a case of all image/show, no substance. I will never stay or otherwise give my business to the Lenox. I advise others to stay clear if you want a values-centered, people-first hotel.

Always a great stay. The customer service there is excellent. Everyone is nice, friendly, and helpful. The restaurants both have good food. They are going to be renovating, which the rooms quite frankly need. Always a favorite, great location. The one criticism I would give from this last visit is that no premium hotel has such this lousy TV selection. There is not one premium channel without commercials, and only way to watch through say YouTube is by going through their Wi-Fi, which is generally not a great idea.

We wanted a 'luxury' hotel for the last leg of our New England trip and the Lenox did not disappoint. Four friends, we shared a spacious room with two queen beds. Luxury linens and a cozy fireplace were so nice. Perfect location near the Copley T line, shopping, and restaurants. Friendly, helpful staff.

Great location. Everything else was terrible. We booked multiple rooms for 2 nights for our family, who were attending a wedding in the neighborhood of the Lenox. I booked the block directly with the onsite hotel staff, so I could ask questions about the different room categories. I told them one of the rooms in our block needed to be a large suite, so we could all gather there in between wedding activities. They did not explain that the suite would be located right next to the hotel's banquet room, which was hosting a wedding the 1st night of our stay. The noise was so loud that it sounded like the band was actually in our room. When we explained to the hotel staff that we could not possibly sleep with so much noise, they gave us a room for that first night, but assured us that no events were taking place the next night, so we'd have a quiet night's rest. That was untrue. We pointed out a sign in our hallway that we noticed announcing that a wedding would in fact be taking place the 2nd night in the same banquet room, but were then told not to worry because the event would be over by the time we returned from our own wedding, and were specifically told "we don't allow after-parties on our premises." Again untrue. When we returned to the Lenox after our own wedding, the noise was again unbearable in the suite because there was indeed an afterparty raging in the bar directly beneath our suite, so we had to move again. The staff consistently misstated the facts, and it took way more effort than it should have to eliminate the charges for the suite. On top of all that, a second room in a block that had no working shower and the rooms they gave us on the 3rd and 4th floors could hear street-level noise loud and clear. So, despite its nice location, we found the Lenox to be a really poor choice for (i) the quality of the rooms themselves, (ii) the quality of the service and (iii) the attitude of the staff. There are much better choices at similar price points.

Rooms were really outdated unfortunately Shower had to be turned really tight otherwise it’ll make a constant leaking noise Room I would really say is average at best at this price point. What stands out are the employees, very friendly, welcoming, lots of whom greet you on a daily basis Room service was also very good and have a nice touch, they remembered how the pillows were placed previously and arranged it tidely so. Definitely an A+ team working here. Location was amazing for a quick trip around Boston Close to many great spots, decent walk even nearby the hotel. Also a plus is the main entrance is more so in an alleyway, so parking, valet in and out is very much convenient Hope they update the rooms though.

Planned a short trip to Boston, 2 nights to visit an old friend. Learned about The Lenox through Stash Hotel Rewards. I prefer to stay in independent hotels when possible and Stash curates their collection so that only the best are admitted to their program. The Lenox knocked my socks off. This boutique hotel takes everything to the next level. I was upgraded for free. Everything is of the highest quality. All the employees were friendly professional and courteous. As a solo female traveler, I was extremely well taken care of. My mid week stay was reasonably priced too. Everyone should stay here and I will for sure the next time I’m in town.

This is a wonderful place to stay in Boston. The hotel is perfectly located in the heart of downtown, within easy walking distance of shopping, restaurants, and plenty of places to explore. There are also several dining options right on the property, which makes the stay even more convenient. The building itself is a beautiful historic hotel with so many charming details, but what truly makes it stand out is the staff. Every person we interacted with was friendly, polite, and genuinely helpful. Nothing ever felt like too much trouble. We had such a great experience, and I’m so glad I realized they were part of Stash and switched my booking from the Marriott.

We stayed at The Lenox Hotel for our wedding at the Boston Public Library, and it was absolutely amazing from start to finish! The hotel truly lives up to its 5-star reputation. Our room service was impeccable, and the entire staff went out of their way to make our stay special. We were pleasantly surprised with complimentary wine on our arrival day, and they even upgraded my husband’s room to be next to mine for convenience—a thoughtful touch that made our stay even more memorable. What made it even more special was that our rooms featured artwork of the Boston Public Library on the walls—a beautiful nod to the occasion. The icing on the cake for me was the outstanding customer service. When I had a couple of questions about my invoice, Gerry VonDohlen in accounting went above and beyond to assist me, helping to sort everything out and even following up via email to ensure everything was perfect. That level of care and attention cannot be taught and truly stood out. The lobby associates Hudson and Patrick were so accommodating and attentive. What assets to this hotel. The bellhops were also incredible, always friendly and helpful. We left extremely happy and will definitely be returning. If you’re looking for a luxurious, thoughtful, and genuinely caring hotel experience in Boston, The Lenox is the place to stay!

What a wonderful stay at The Lenox Hotel! From the moment I checked in, I was blown away by the warmth and professionalism of the staff. A special shoutout to Sofia at the front desk — she made the check-in process so smooth and welcoming, explaining everything with genuine care and a beautiful smile. You could truly feel she loves what she does. The hotel itself is spotlessly clean and incredibly well-located. The in-house restaurants are delicious, and the room service was just as impressive — great quality and prompt delivery. Every single team member I encountered was cheerful, helpful, and always smiling — it really made a difference. I also couldn’t resist picking up the most adorable bandana for my dog from their shop — such a charming little find! ? Highly recommend The Lenox to anyone looking for a stay that feels both luxurious and genuinely warm. I’ll definitely be back!

Beautiful historic hotel in the heart of Back Bay in Boston, the most beautiful section of Boston imo when visiting. The Lenox is in a great spot for walking to restaurants and shops... Even Fenway Park is walkable from there. A block over is the famous Newbury Street for more shopping and dining. Great location for quick access to the T to get up other areas of the city quickly. The hotel itself is well appointed, has nice amenities, dining inside the hotel if excellent. Cozy cocktail bars for after a day of site seeing are fun to unwind and try some creative cocktails (and mocktails). Staff is very friendly and helpful. Loved it!