Canopy by Hilton Boston Downtown — Hotel in Boston

We come to Boston a couple of times a year. We always stayed at the Hilton on Broad Street until they changed hands so this was our first time at the Canopy. I booked a corner room with a city view on the app. I checked in before we got there and I was given two rooms on the top floor to choose from and to my surprise they both came with wrap around balconies! I chose the room on the corner of Blackstone and Hanover Streets. The views were absolutely fabulous! We were there in February so it was too cold to sit out there for long. I would love to come back in the summer but the prices are more than twice as much so I would want to be sure to get the same exact room. There are corner rooms without balconies and balcony rooms that are not on the corner so I am not sure if I can choose a room before checking in. There was music coming from the outdoor market downstairs that plays all day. It didn’t bother us at all but if you like quiet you might try a room at the other end of the building. Also if there is someone in the room next door, the door closing is pretty loud.

The location can’t be beat! It is just a short walk to the Boston Garden, Quincy Market, the aquarium and tons of fabulous pubs and restaurants!

The room itself was nice and clean. I was disappointed that the bed was a queen when I booked a king room but I think the upgrade of the balcony made up for it. There was only one chair in the room and it was a hard plastic desk chair. So we had no comfortable place to sit and relax aside from the bed. If we brought food back to the room we wouldn’t both be able to eat at the desk (the only table top in the room). There is a small table and chairs on the balcony but it was too cold to eat outside. I was happy to have outlets and usb ports on the desktop but I found out after leaving my phone plugged in for an hour that the outlets had no power! We had plans and had to leave without a full charge on our phones. There is a clock on the nightstand that apparently doesn’t work unless you turn on the light over the bed. They don’t give you bottled water in your room (you can get some warm at the front desk if you ask). Instead they have a carafe that you can fill at the water and ice station at the other end of the hall. It is a long walk from that room so I wish they had more than one. It would also be nice if the carafe came with a lid so it would be easier to chill in the refrigerator drawer. My husband broke a glass and I texted the concierge to ask for a broom and they responded pretty quickly.

We checked in on the app so our room was ready when we got there! I stopped to get key cards and water and a lovely young man helped us. The next day when I went back to the desk to get water there was a very grumpy woman who did not smile but said “Checking in?” under her breath. I asked for waters and she handed them to me and still said nothing when I thanked her. I didn’t check out on the app because I had a gift card to apply towards my bill. We got to the lobby about 5 minutes to 11. There was a huge group of people there and only one person behind the desk! I stood in line for about 15 minutes while the group in the front of the line was having a problem with their bill. We ended up almost missing our train. I’m not sure why there was only one person at the desk during checkout on a Sunday but if I didn’t get in line when I did I surely would have missed my train. There were at least 20 people waiting.

We walked through the restaurant/bar and it looked very nice but after looking at the menu online we decided it was way too pricey for what they were offering. However, we did end up going to the Gordon Ramsey Burger downstairs and it...

BEWARE OF FRAUDULENT CHARGES: Management Will NOT HELP

I stayed at the Canopy Hilton in Boston this week, and it’s been an absolute disaster. I booked through Booking.com, which clearly stated “Pay at the property.” When I checked in, the front desk (who was actually kind and helpful) told me my total would be $547. I let her know my credit card wouldn’t cover the full amount, so she kindly offered to split the payment: $500 on credit, $47 on debit. Great. Done. I thought that was the end of it.

I was wrong.

I woke up this morning at 5:30 AM to find a completely unauthorized $488 charge pending on my debit account — the same card I had already used to pay part of the bill. The $47 charge had already gone through. I checked my credit card, and sure enough, the $500 charge had also processed. I went to the front desk in person and was told it was a mistake. The staff member apologized and said he would immediately delete the charge from my debit card. He seemed confused about why it happened but was polite and helpful. Within about two hours, the charge dropped off. I was relieved.

Then hours later, another unauthorized charge appears: $487.94, a different amount than the first one. I noticed this around 4:30 PM.

Now, my account is tied up with nearly $1,000 in unauthorized pending charges on a trip I’ve already paid for. This is not a hold. This is not a misunderstanding. This is either gross negligence or straight-up incompetence.

When I called to resolve the issue, I was brushed off by someone who clearly didn’t care or understand what was happening. I was told the charge was “just what I owe for the room,” even though I’ve already paid. He refused to help and transferred me to a voicemail for accounting. No one takes ownership.

I’m now stuck on my vacation with my money tied up because of a mistake I didn’t make and no one at Canopy seems to care. This isn’t some minor glitch. This is real money from a real customer, and there is zero accountability. Eventually, a woman from the front desk (not accounting, despite being transferred there) called me. Her “resolution”? She said she could fix the charges however I’d like but I still have to wait several days for the existing ones to clear. That means for the final three days of my trip, both my credit and debit cards are maxed out with pending charges. No room for anything else.

Hilton, you need to step in and fix this. You’re messing with people’s hard-earned money and hiding behind voicemails and empty apologies. This is absolutely unacceptable.

I’m preparing a formal complaint with Hilton Corporate and will be reporting this to the Better Business Bureau. Everything that happened was due to their internal mishandling. The gentleman who helped me at 5:30 AM this morning resolved the original issue immediately. The man and woman I spoke to today, Tuesday, July 22, 2025, were both unhelpful. The woman kept repeating, “I understand,” yet clearly did not, and told me, “There is nothing we can do. You’ll have to wait until it clears.”

NEVER stay at a Hilton Canopy. NEVER again will I use Hilton after...

I am happy to report that the discrepancy with the bill has been resolved. I would like to thank the Hilton team for working through this and resolving. My recommendation for anyone who travels as a group, make sure the hotel has your reservation separated and is only charging your room to your credit card. The hotel is beautiful, rooms were clean and comfortable. A suggestion to the hotel, complementary coffee in the lobby in the morning, the machine in the room doesn't cut it. Cost me $4.00 a cup at the bar on the second floor. I have stayed in Hilton properties for years and have always enjoyed my stays, and will continue to stay at your properties.

UPDATE TUESDAY 3/14 Still waiting for clarification and timing of our refund. Second request sent this morning. Stay tuned.

UPDATE SUNDAY AM While I appreciate your response to this situation, I need to clarify where we are. We got an email from your team last night and the closing paragraph STILL has the rooms confused and I asked for someone to confirm and correct which room was which and when I'll see the refund, haven't heard back, I'm sure they are busy. I think your staff needs to slow down checking people in and when it comes to problem resolution slow down and get it right. Customers will appreciate getting things right rather than fast.

UPDATE Saturday AM It's been a week and so far we have gotten$644.12 back in our account. We are still owed 244. The property is unable to fix this and told me it's a problem with my bank. I called my bank, the issue is not on their end. So I went back to the property and they claim that there are charges for a different room that have to be paid for??????we paid our bill last Sunday on checkout. Charges for a different room are not my problem.

FRIDAY PM MY CARD HAS BEEN CHARGED $888 plus $244 AND THEY GOT $500 IN CASH. YOU OWE ME $888. I am hoping someone can help me. I stayed at the CANOPY property in Boston on Blackstone Street last weekend. We checked out on Sunday, at this time we settled up the bill. We paid $500 in cash, and $244 went on the credit card. The CANOPY charged the entire amount to my credit card up front and when it came time to settle up. That charge should have come off and should have been reduced to $244 and then the balance was cash. My receipt reflects this, my bank account does not. We called the CANOPY in Boston and we assured the credit would be issued. It is now DAY 4 no credit. I have reached out to the property once Monday where they said it would be taken care of and 2 additional times via email, the woman I spoke with gave me her email, and no response. I want my money back. In this day and age, money is tight. People should not have to chase what is rightfully theirs. Who...