Courtyard by Marriott Boston Copley Square — Hotel in Boston

Bottom Line: Frequent Travelers should avoid this hotel.

I had stayed at the Courtyard Copley Square previously - it's convenient location. But after this most recent experience, I doubt I'll ever stay again as the customer service is unlike anything I have experienced at any other Marriott Property. Plus the other downtown Boston Courtyard is nicer anyway.

Begin long story: Unfortunately this most recent occurrence I had booked a night at the hotel on a Thursday but ended up having to come into town on Wednesday. I called the hotel to see if I could check-in a day early but they were sold out. Fine, I called the other courtyard and they were able to get me in for 2 consecutive nights. I called back and asked to cancel my reservation for the following night and they said they would have to charge the cancellation fee as it was within 72 hours. I said that I was staying at another marriott property and the only reason I was cancelling was because they were unable to accommodate me for the additional night (also keep in mind, every other Courtyard Marriott allows cancellation up to 6PM day of the reservation). The man explained that it was policy to charge the fee but that he would have a manager call me the following day to discuss it to see if it could be waived. I never received a call and to my surprise, I was charged a no show fee. If I had received a call the following day and they told me that in no way I would get the charge waived, I would've checked out of the other courtyard and checked in to the Copley (inconvenient, yes, but worth the $340 they charged me for not showing up). I then called back to try to reconcile the charge, the manager was not available and I was told they would give me a call back. Another few days went by with no contact. I finally called back again and was able to get a hold of a manager and was essentially patronized by the person. He said multiple times that I must have spoken wit the Marriott Corporate/Customer Service, and that no one from this hotel would have told me this. I have over 500 nights with Marriott in the past 5 years - I know exactly who I contacted (not to mention, I have the call log!). After repeatedly telling me I was wrong, he said that he could not change the...

As a Titanium Elite member with around 400 lifetime nights, usually you get treated very well at a Marriott property. Unfortunately, it could not have been further from the case here: I checked in for the same contracted corporate rate that I have used at Marriott Long Wharf, AC Hotel Downtown, AC hotel north in Medford, and Courtyard North station next to TD garden. I do not receive an ID from the company whose rate we are TOLD to use because we were told we did not need one. So I check in with the rate and receive my keys and make my way up to my room. I set my stuff down and begin to unpack and I get a call on the hotel phone. Confused, I answer and it’s the same person who just checked me in 2 minutes before. She tells me that I must now produce an ID that specifies the same company as the rate (again, we are contracted under this company), or else I must pay the full rate ($400 difference) or I cannot stay. I’VE ALREADY CHECKED IN AT THIS POINT SUCCESSFULLY. So I go downstairs to sort it out and the manager is rude and has no understanding of the situation and just keeps stating: “I cannot speak for other properties” in reference to the fact that I’ve had no issues at any other Marriott in Boston. So, because I would not pay the full rate, the manager charged my credit card for a full nights stay, and sent me on my way at 10pm In Boston during Bruins and Celtics playoffs. I’m now in Medford, MA miles away because everywhere else was booked solid at that point for same day. The worst customer service I have ever experienced in any industry and enough to turn me off of ALL courtyard properties.. every other property I’ve stayed at has been exponentially nicer than Courtyard Copley.

I have cancelled my future 4 planned stays here and will be advising my colleagues to do the same. They kicked another one of my coworkers out as well with me, but not before holding our rooms ransom for the...

I have been staying at Marriott Hotels for a long time, so I was extremely disappointed by my experience. The first night I was there, I hung the breakfast request on my door. However, breakfast was never delivered to myself or my boss who was staying on another floor. We found ourselves scrambling to get breakfast downstairs. We were told that the person on staff who delivers morning breakfast quit the night before, so no one got breakfast delivered. I understand that things happen, but we were not impressed that the hotel was not more proactive in addressing the issue. We had to bring it to the attention of the front desk. I also tried to make coffee in my room, and the coffee maker was so dirty. I tried to call down and report the issue several times but no one answered the phone. I rushed down to the bistro instead. The ladies down in the bistro were amazing though, and they did comp us our breakfast.

There were also a lot of issues with the air conditioning. My hotel would not cool down my second night there. I called down to the front desk and no one answered.

This happened again my fourth night there and was told the heat was on, so although I was turning the "AC" on it was actually blowing heat into the room. I was told to open my windows. Again, I am super-frustrated by the hotel's inability to be proactive for this situation. This is something that should probably be communicated at check-in. I would have opened my windows from the beginning.

The location of the hotel was amazing, and the bistro staff was great. Other than that, this was by far the worst experience I have had at a Marriott to date. When I travel back to Boston, I will look for other...