The Westin Copley Place, Boston, a Marriott Hotel

The room was large and had plenty of towels. I also loved the scented oil to help with sleep, it smells divine. The lobby looked great in its xmas decorb, and the front desk and management were incredibly accommodating when I unfortunately had to shorten my trip. The location is very convenient to several Boston tourist areas, with the public liberty 10 steps away and trinity church nearby. It was my first stay, and I’d gladly come back.

I had a horrible stay at the Westin Copley in Boston, and as a loyal Marriott Bonvoy member I’m deeply disappointed with how the hotel and corporate handled it. A bag containing my professional makeup artist kit went missing or was stolen. It held $5,000-$6,000 worth of tools and materials I depend on for my livelihood. I filed a police report. For weeks I called housekeeping and the front desk repeatedly, but nobody called me back. I escalated to Marriott corporate and got a hostile, dismissive response from the corporate office manager. There was no empathy, help, or compensation offered. After weeks of being told they couldn’t find the bag, someone at the hotel finally contacted me to say it had been “found” in a closet, after I’d made numerous complaints. I then had to drive two hours to retrieve my own belongings. Since then there’s been no follow-up, apology, or resolution from either the hotel or corporate. This lack of communication and responsibility has destroyed my trust in the property and in Marriott’s handling of the incident. There were also lots of hidden valet charges and no parking in the area. Marriott says it values guests, especially loyal Bonvoy members, but this was unacceptable and deeply frustrating. I wouldn’t recommend the Westin Copley Boston, especially if you’re traveling with valuable or professional equipment. Your stay will most likely be enjoyable, but mine was horrible and concerning.

The location is wonderful. You can walk to everything, and the hotel connects to an upscale mall, so lots of destinations are accessible indoors when it’s cold or raining. The bed was very comfortable, the shower had good hot water and pressure, and the walls kept outside and neighboring-room noise to a minimum. But I wouldn’t stay again. I booked a month ahead as a solo female traveler, then at check-in a manager pulled me aside and said they were overbooked and wanted to move me to a hotel 20 minutes away. I refused firmly, and after about 20 minutes they somehow found a room. They downgraded me from a king to a double and offered nothing to make up for the trouble, not even a free morning coffee. The bathroom was dirty when I got to the downgraded room. The toilet seat was soiled, the toilet hadn’t been flushed, and there was someone else’s hair around the room. There was dust everywhere, and the room hadn’t been cleaned properly. For the price, I expected a much better stay.

We only booked this place because we had a gift card, and checking out turned into a stressful mess. It took an hour because the manager had to sort it out. She first said we were all set and had $175 left on the card, but I told her to apply the full amount because we weren't coming back. Then she insisted the stay had been prepaid. We had given a credit card just to hold the room, and when we mentioned the gift card while booking, we were told the card was only for incidentals. They'd charged us two days before arrival anyway. My husband was getting so upset I had to send him away. After I asked for someone higher up, she finally said the refund would arrive in seven days, about 15 minutes later. We were treated terribly over using a gift card, and got to our 80th birthday surprise party late because of it. The room was tiny for the price, and breakfast isn't free despite the advertising. Shame on you Marriott. Never again.