The Westin Copley Place, Boston — Hotel in Boston

The Westin Copley Place advertises itself on Google Maps as a 4-star hotel and is rated as a 4-diamond hotel on AAA. | |The hotel is centrally located in the Back Bay area of downtown Boston, only 1 block from the Back Bay train station which makes it convenient if arriving/departing by train. The airport is just a 15-minute ride away.| |The hotel has a nice, modern lobby with a full-service restaurant/bar. During the day there is a helpful concierge desk for local area suggestions and a luggage assistance desk to store or help you with your luggage. | |The check-in process was quick. The hotel had no more suites to upgrade us to, but they did upgrade us to a room with a view on a high floor - thank you Westin Copley. | |The room (2911) was across from an ice machine, which is never ideal if you are a light sleeper but at this hour, we decided to just make the best of it. The room was clean and spacious, the furnishings were new and modern. The view from the room was amazing.| |The bathroom was bright and clean. We love that Marriott invests in a rain head, shower wand combination at most Marriott brands we stay at. It really improves the shower and is something you do not find at Hilton and other similar brands. | |Westin used to be known for their 'heavenly bed,’ but this Westin had the 'bed from he**' (rhymes with bell). The poly-cotton sheets and bedding were not the quality of a heavenly bed at all. The pillows were pure evil unless you like overstuffed foam pillows. They were like sleeping on a balloon. We asked for feather pillows but none were available our first night. We found out the next day that this hotel hardly has any feather pillows. They use feather allergies as an excuse not to carry them. We finally scored two sad feather pillows. What 4-star/4-diamond hotel does not have feather pillows in the room or at least on request?| |We like the room on the colder side. The thermostat limits the temperature to 65 degrees, which would have been fine had it gotten to 65. The best we could achieve was 71 degrees. Even with the window open and the temperature outside in the mid-20s we could not get the room any colder than 71 degrees.| |We asked for a fan and received a fan that was loud and wobbly. On high, it would not even stay upright. After a few hours, the hotel did find us a fan that worked properly. With the combination of the fan and the feather pillows we were able to get a much better sleep the second night. | |We told Daymeyn at the concierge desk our issues. He was incredibly apologetic and when we returned from our dinner we arrived back to a chilled bottle of wine and some pastries - a nice touch. Thank you Daymeyn. | |There was a pizza box on the top of the trash can at the bank of elevators on floor 29. That pizza box and empty coffee cup was there nearly the entire time we were there. | |The room temperature and the bedding were two big issues for us. I would not stay at this hotel again. The hotel did try and make up for the issues we had but, in the end, the combination of an uncomfortable bed and the inability to cool the room to our liking was just too much.| |Based on our experience I will be rating this hotel as 3-stars, with the bedding/pillows being the biggest factor for this...

The Westin Copley Place advertises itself on Google Maps as a 4-star hotel and is rated as a 4-diamond hotel on AAA.

The hotel is centrally located in the Back Bay area of downtown Boston, only 1 block from the Back Bay train station which makes it convenient if arriving/departing by train. The airport is just a 15-minute ride away.

The hotel has a nice, modern lobby with a full-service restaurant/bar. During the day there is a helpful concierge desk for local area suggestions and a luggage assistance desk to store or help you with your luggage.

The check-in process was quick. The hotel had no more suites to upgrade us to, but they did upgrade us to a room with a view on a high floor - thank you Westin Copley.

The room (2911) was across from an ice machine, which is never ideal if you are a light sleeper but at this hour, we decided to just make the best of it. The room was clean and spacious, the furnishings were new and modern. The view from the room was amazing.

The bathroom was bright and clean. We love that Marriott invests in a rain head, shower wand combination at most Marriott brands we stay at. It really improves the shower and is something you do not find at Hilton and other similar brands.

Westin used to be known for their 'heavenly bed,’ but this Westin had the 'bed from he**' (rhymes with bell). The poly-cotton sheets and bedding were not the quality of a heavenly bed at all. The pillows were pure evil unless you like overstuffed foam pillows. They were like sleeping on a balloon. We asked for feather pillows but none were available our first night. We found out the next day that this hotel hardly has any feather pillows. They use feather allergies as an excuse not to carry them. We finally scored two sad feather pillows. What 4-star/4-diamond hotel does not have feather pillows in the room or at least on request?

We like the room on the colder side. The thermostat limits the temperature to 65 degrees, which would have been fine had it gotten to 65. The best we could achieve was 71 degrees. Even with the window open and the temperature outside in the mid-20s we could not get the room any colder than 71 degrees.

We asked for a fan and received a fan that was loud and wobbly. On high, it would not even stay upright. After a few hours, the hotel did find us a fan that worked properly. With the combination of the fan and the feather pillows we were able to get a much better sleep the second night.

We told Daymeyn at the concierge desk our issues. He was incredibly apologetic and when we returned from our dinner we arrived back to a chilled bottle of wine and some pastries - a nice touch. Thank you Daymeyn.

There was a pizza box on the top of the trash can at the bank of elevators on floor 29. That pizza box and empty coffee cup was there nearly the entire time we were there.

The room temperature and the bedding were two big issues for us. I would not stay at this hotel again. The hotel did try and make up for the issues we had but, in the end, the combination of an uncomfortable bed and the inability to cool the room to our liking was just too much.

Based on our experience I will be rating this hotel as 3-stars, with the bedding/pillows being the biggest factor for this...

UPDATE: I called downstairs later today to see if Sophia was in and available. I spoke to someone who said she was going to place me on hold while she grabs her. After a few minutes, the call disconnects. I wait a few minutes to see if they call my room back... nothing. So I call back and ask for Sophia again. Whoever answered just said "she'll call you back" and ended the call. Now here we are 5 hours later and still no call back. I thought Sophia might care to know about how we were treated to prevent other corporate clients from going through the same ordeal, but clearly she doesn't.

I arrived at The Westin Copley Place this morning, July 15th, on a business trip. Yesterday, my company's department that handles travel arrangements, spoke with Sophia (the manager at this hotel) to ensure they had enough rooms for my coworkers and I. Sophia confirmed they had 4 rooms for us and assured us they would be ready for our arrival this morning. In transit from the airport to the hotel this morning, I call the hotel just to confirm everything is as promised. Instead, I'm greeted by an employee saying they never received any paperwork from my company and they have no rooms available for us. I mention Sophia as our point of contact and let them know she personally assured that we would have rooms waiting for us. The employee said there's no record of that, so no accommodations for us. Upon arrival at the hotel, the front desk employee got the manager on duty to speak with us. I don't remember his name but I believe it was a four letter, one syllable name like Rick or Jake or something like that. Tall, younger guy wearing a black suit. I explain the situation to him. He immediately says he was "with Sophia all day yesterday and knows for a fact she never confirmed any rooms for us." Word for word that is what he said. I tell him our company has record of the conversation and that Sophia did in fact give us personal assurance that there would be accommodations for us upon arrival this morning. His response to that was a very aggressive "well is there an audio recording of that conversation?" I told him as a matter of fact there is! All of those calls are recorded and that we could absolutely have the tapes pulled. . Finally we got the manager of our travel department on the phone with him and within 30 seconds he "magically" has our 4 rooms available for us. No apology for his horrible treatment of us, no offering of anything to try to make up for the ordeal he put us through, no accountability for accusing us of lying multiple times while making us stand around in the lobby for almost an hour after a 5 hour redeye flight. Come to find out, they overbooked the hotel and sold our rooms to other guests despite ours already being confirmed and paid for. All that and I get to my room to find the TV doesn't work at all, there's cat/dog food scattered throughout the room, and the shower is FILTHY with a dirt/sewage like substance. The room issues I can handle, but the complete disregard for loyal, corporate customers in addition to the accusations hurled at us, I cannot handle. I don't expect this of any Marriott brand, especially not the...