We had stayed at the Westin Copley for 6 nights over week of 4th of July. First off, the good things. The location of the hotel was excellent, near many restaurants, shops, and very close to two T stations. You can get to the Freedom Trail, West End, or Fenway in just a couple of stops. Also, the views are excellent. We had a room facing the Charles River and we were able to view the 4th of July fireworks from the comfort of our room.
Unfortunately, the bad outweighed the good by a large margin. We arrived at the hotel a little early before check-in time. They told us they would hold the luggage and call us once our room was ready, probably around 2pm. We were ok with that since we wanted to go ahead and start exploring the city. Well, we returned to the hotel at 4pm, not having gotten any phone call about our room. It was still not ready then. They said that housekeeping had fallen behind. At this point we were very tired, having been up since 4am to catch a flight. They did end up finding us a room after more time standing around and waiting. Not exactly Westin type service.
When we got to the room, the first thing I noticed is the state of the carpet. It was dirty and old and needed replacement. There were stains in several places. I was not even comfortable walking around in bare feet. The room needed some serious renovation, starting with the carpet. My wife noticed that there were several stains on the comforter as well. When she looked more closely, she was horrified when she saw there were tiny hairs on the sheet left from the previous guest. We both looked at it and agreed that the hairs were most likely from the pubic area. We were disgusted. We complained to housekeeping and the manager on duty. Even the housekeeper assigned to our floor admitted that she did not change the sheets or comforter between guests Ewwwww!!! We had them change out everything after that. When talking to the manager, he didn't seem all that compassionate (he even left in the middle of our conversation to take something to another guest). He did end up offering us breakfast for 2 nights. I would've preferred a percentage off the rate or SPG points. There was no excuse for that kind of housekeeping negligence at a hotel the caliber of a Westin. Days Inn, maybe. But not Westin.
The AC in the room did not work well either. We had set it to the lowest setting (60F) and it was still hot at night. We had requested that maintenance look at it while we were gone during the day, but obviously it wasn't done or they didn't find anything wrong. Request to housekeeping for extra towels or shampoo took a long time, sometimes more than an hour.
The concierge staff was literally useless. They were not very friendly and didn't really go out of their way to give good directions, or recommendations on what to see or where to dine. They gave very short and blunt answers. No warm fuzzies here. It was sad that the Enterprise car agent seated at the kiosk right next to the concierge desk, gave us much better information on the city and sites. It wasn't even her job.
All in all, while I was happy with the hotel's location and easy access to things, I was disappointed with the overall stay. I've stayed at many Westins and this one was not up to par with most of them. My wife talked me out of staying at the Renaissance which cost about half of what the Westin was charging and probably would've been a much better experience. Even the brand new W in town had a cheaper rate than the Westin Copley. But we chose the Westin in the end because it was more kid friendly than the W
We won't make the same mistake again..
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