The Westin Copley Place

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.

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.