Excellent Room and Location, but Very Disappointing Service The room and location were both excellent, and I had high expectations for my stay. Unfortunately, the experience was let down by the service, particularly the attitude of the staff member at check-in. When I checked in on Monday, I was asked to insert my credit card. As I believed the hotel had already been paid for, I specifically asked about the purpose of the card and was told it was for incidentals. However, shortly after reaching my room, I received a notification showing a charge of 2,200 on my American Express card, which surprised me as this was the full cost of the room. I later discovered that the booking had only been made and that payment was still required. A colleague of mine had experienced the same issue. My concern was not about paying for the room; I had absolutely no problem with that. The issue was the lack of clear and accurate communication at check-in, especially when I had specifically asked what the card was being used for. When I returned to reception to seek clarification and provide feedback, I was met with an unnecessarily rude and aggressive attitude. The staff member repeatedly insisted that I had to pay for the room, completely missing the point I was trying to make. I was simply explaining that guests should be clearly informed about charges, particularly when they ask for clarification, rather than being given misleading information. It is disappointing that what should have been a straightforward conversation turned into such an unpleasant experience. While the room and location deserve praise, the customer service fell far below expectations. I cannot say whether this reflects the overall standard of the hotel or just the experience I had with one particular staff member, but the interaction left a very poor impression. This was my first visit to Boston, and unfortunately, this experience has put me off staying here again. Good rooms and a great location are important, but courteous staff, clear communication, and respectful treatment of guests are equally essential. I hope management takes this feedback seriously and addresses the way guests are treated at reception.

We stayed here for 2 nights with our two children. The staff is very helpful and welcoming. Beautiful clean hotel. Complimentary breakfast was included with our room and the breakfast buffet was one of THE BEST we’ve had in a while.. delicious and great selection. We will definitely be back.

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.

Typical mid range corporate hotel. Rooms are fine. The gift shop and the Starbucks on the lobby level are both open early and sort of late, which is good. The in-room dining options are pretty lousy.

Eighteen years later, Boston — and The Westin — gave me new memories. When I left Boston 18 years ago, after calling it home for five years, I never imagined that one day I would stand before my work pads at the John Hancock Tower and the Prudential again — and this time with my wife and child beside me. And here I am. The Westin Copley made that return even more memorable. Manu at the front desk graciously upgraded us to a beautiful river view; Victoria thoughtfully arranged our Prudential Observatory experience; and manager Najay created a wonderful surprise birthday breakfast for our son, Jai. These were more than courtesies. Their thoughtfulness elevated the experience — and, in a very personal way, elevated me in the eyes of my family. This is hospitality at its finest: intuitive, gracious and deeply human. The Westin didn't simply host our return to Boston. It became part of the memories we will take home. Exceptional.

Horrific customer service. As a platinum elite member, I was lied to by the front desk regarding my elite benefits. After three attempts to receive the correct benefits, I was finally offered the correct breakfast benefit for my last day of the stay (day 7), which I rejected. So the response was well I have the 1000 points there's nothing we can do now. A breakfast benefit would have been worth a lot more than that if they had followed policy. Further, they billed me incorrectly. After multiple emails of 'we are looking into it', I received a voicemail saying 'this is resolved'. But nothing has been resolved. There's been no acknowledgement of the billing error, no remuneration, and if they believe they have done nothing wrong they should communicate that and why they belie it is correct. Ultimately, there is no communication and no knowledge of Marriott Bonvoy policy. Overall, there is zero customer service and zero communication. It is a shame because the concierge personnel are fantastic, but the front desk ruins everything.

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.

I was pleasantly surprised that my room was ready early when I arrived. The room is very spacious and clean. I was here during the hot summer and was happy to have a place within close walking distance to the Back Bay area for restaurants, shops, and night life. The room has great ac, blackout curtains, and a large screen tv that connects to your own streaming channels.

I just want to say that Manu at the front desk is spectacular and deserves a bonus! He was an amazing host, spoke 7 languages and clearly knows how to deliver incredible hospitality service to international travelers. Not only did he make check in seamless but also made sure we were taken care of. He was the best part of our stay at the Copley. He is a GEM!