This has been the worst hotel experience I have endured for three days in a row. The night manager on 11/29 was a ridiculous waste of time in helping guests enter the hotel as the doors were locked and the card reader was not working, nor were any entry instructions posted. He was not staffing the desk or responding to the doorbell ring as we arrived after 11 pm to find we could not enter. He provided nothing regarding customer service or understanding of the guests' experience. The door card reader failed for 3 of our guest cards, and the doors would not open. Again, there is no signage or indication of the timing of entry locking or how to access the hotel. An individual just opposite the entrance knocked on the window where he was; the parking valet ended with a blank stare and no reactions regarding help or assistance. I mean absolutely nothing. I went to the other entry at the bar and was luckily let in by a guest. This is after I walk around the other corner and enter the closed bar. I was then met with the manager threatening me because I was angry and complaining loudly as I couldn't get into a hotel I paid to stay in and had to rely on another guest to get into the hotel. No apology. No, let me check. Nothing, but if you don't lower your voice, we'll have you escorted to the residences ( we are also visiting residence owners who rent to tenants as we live outside the country), all because I was angry. He finally walked outside to show me how the card system worked. (I believe it had been reset as three other cardholders could also not enter. Mind you; there is no signage, so it's a matter of trying to figure out late at night where to tap your room card.) As an owner of W residence and a 25-year member of BONVOY, I suggest you stay far away from W Boston and remove it from your searches. The Westin or Park Plaza have been great in terms of stay and staff. The staff at those hotels all respect your business and appreciate you as a customer. The W Boston has consistently fallen way too short with their service to be a referral, just a warning to avoid horrible untrained outsourced services and poorly trained managers. (Remember when the customer was always right? They don't! Here, it appears the staff don't care, and they do nothing to impress or show any regard for your happiness as a guest in the hotel.) I am disgusted with the response and service of the overall staff. The only exception has been the experience with the bar staff midweek and the attention paid to the smell of persistent marijuana in our room. The overall disdain for the guest shown by the rest of the front-end staff is so overwhelming and disappointing. . PLEASE BOOK AND LOOK ELSEWHERE! You need an excellent guest experience and should never have to have situations escalate when you question the failure of expected services. Trust me when I tell you that you will save yourself so much grief and enjoy the Bonvoy/Marriott brand much better at a different hotel. Boston is a great city, and your stay will start much better at other hotels with the respect and loyalty you deserve. You should also note that Fridays and Saturdays turn the hotel into a club in the lobby with hosted DJ nights. They then hire security that treats paying hotel guests as interlopers trying to get to their rooms. You have extremely rude security guards demanding to see your room card before letting you through the doors to get to the elevators. Mind you, the elevators require your room card to access your floor and are less than 100 feet from the door. The hotel should decide if it wants to be a hotel with guests or a weekend party club, but they must stop harassing guests who spent good money to stay on the property to enter the hotel to get to the rooms they paid for. I CAN'T EMPHASIZE ENOUGH THAT YOU TO BOOK ANY OTHER HOTEL BUT THE W BOSTON. They do not represent other Ws or the Bonvoy/Marriott Brand in their service delivery, and I would be supportive of the brand pulling the name and benefits of Bonovy from them. The service is that horrible.…
We booked into the W Boston at the last minute for 2 nights mid-week. We had an excellent stay. The hotel is well situated close to Boston Common, and within walking distance to great restaurants in Back Bay. It's also just a 15-20 minute walk to pretty much anywhere in the downtown core. We splurged a bit and booked a Cool Corner King room - it was a uniquely shaped room with two walls of window that meet at a sharp corner. All that glass provided for a great view of the surrounding area. The room was quite large, and the shape of it kept the bed quite far from the door which makes it feel all the more private and keeps any hallway noise at bay. The bathroom was large and modern. The building itself is maybe getting a bit old and it shows here and there, but not as though major renos are needed. Staff we encountered were efficient and professional. We had a car with us in Boston and while the valet was efficient, it's not for the faint of heart at $68 a night. It became clear to us the couple of times we were driving in the city that there is quite a severe shortage of parking for a city its size. Any more than 2 nights and I would've ditched the car before check in. The one drawback I will point out is the amount of street noise that comes through the windows. I live in Toronto and am used to the noise of a big city, but I had to use earplugs here. It seemed like the windows didn't block any street noise at all, and with the location being so close to Tufts Hospital, there were sirens constantly. Perhaps try and get a room higher up, I was on 7 and it was pretty loud. Overall, a great stay and wouldn't hesitate to book again.…
Everything about this hotel is wonderful the luxury to the great art detail well prepared accommodations I must say this property is six star I am an ambassador and I was treated so not like one who has been nothing but loyal to the Marriott Bon Voy program I’ve been to many W hotels and I love them for the great energy and vibe in accommodations but geez the service at this hotel was just so sadly awful no care or appreciation even understanding putting yourself in the guest shoes not once did the front desk care to help or to even try and find a solution for us being there with the two kids in sick mother I just have no words but I do hope that you guys can live up to your name because the W was one great hotel. Seemed like the front desk only did their job and nothing more just their job hotel is about accommodations welcoming the guest understanding the guest sadly none of those were executed. And I didn’t mean any bad by saying what I said I truly hope you guys can grow and build each other up I’m sure there’s great great customer service there but man I was embarrassed as an ambassador. …
We stayed at the W for my birthday. Anna at the front desk was so informative and pleasant upon arrival . Paul that got our luggage up to the room and down from the room when we left was also was so pleasant, had a great since of humor and really added a positive vibe to our experience. So great to have met these smiling faces !!!
Great location in the centre of town. The bed was really comfy. There was a bar in the room and lots of quirky bits and pieces. Loved our stay. Had breakfast in the cafe across the road which served bagels and did a reasonable oatmeal.
Nothing beats this hotel in Boston. Its business and pleasure combined. The staff are great and would highly recommend it. Its noisy in the weekends with DJ and the bar is usually full. I can recommend the bar staff for their drinks and service.
Excellent location and really nice hotel. Would be great for grown ups but a little tricky with young kids but we made it work. (Moved the glass table out of the say and had a discussion about not touching the mini bar and snacks) and had to be careful with the bathroom floor and shower doors. I do agree with the other comments about noise. Typically the A/C noise covered it but we did hear a lot of music, street noise, sirens and theatre/club sounds. All in all a good hotel, great service. Just those couple of things to note if applicable to you.
First class hotel in a superb location in downtown Boston. Service and amenities were outstanding and we were treated like royalty. We highly recommend the W Boston and we will surely be back in the very near future!
Matt at the W Boston gave us the most incredible suggestions for dining in Boston! From the 1928 Beacon Hill to Branch Line, each restaurant had its own unique flair and the food at each establishment was amazing! We are already looking forward to our next visit so that we can dine at some of his other suggestions. From two self-declared California foodies, take a few minutes to pick Matt’s brain for ideas. You will NOT be disappointed ◡̈ !
AVOID THIS PLACE IF YOU WANT TO SLEEP! This is the letter I sent to management 2x. They have not responded unfortunately. Dear sir. We did not sleep in the room for 2 to 3 Days of our stay. You need to give notice to anyone staying in room 601 at the W in Boston and it will be a noisy the entire weekend due to the club nearby. It reverberates through the room with a big bass sound. We only had four to five hours to go to the airport at 3:45 a.m. and get zero sleep. This is not to mention the two previous days on the weekend. This is unacceptable. I am requesting points and cash refund for all three nights. Ps. The desk manager offered me EARPLUGS!!!! WHAT??