Poor service, would not stay again
We are regulars in Boston but this was our first visit to Westin Copley Place and we were disappointed. I emailed the manager before leaving home with our approximate arrival time and to reconfirm the details of reservation. Received a reply that we were good to go. We arrived at 7 p.m. (yes PM) and were greeted by a cheerless woman at check in who told us our room wasn't ready yet and asked where we'd like to wait!! I told her it was three hours past check in, we just drove five hours with five kids and would not be waiting anywhere. She disappeared for five mins and returned to let me know we could check in after all. One of the items I had emailed the manager about earlier in the day was to ensure our crib would be in the room. It wasn't. This took some time to be delivered. The bathtub in one of the rooms was dirty (not old, not permanently stained, i mean not cleaned from the prior check out despite the late hour). Despite two calls, no one came. I cleaned it myself.
They knew we had five kids, but we received only three towels per room. This required a call. It also took several calls to have the sofa bed made up at night. We asked that it be folded up during the day. It never was without several calls. It was the same thing again at night to have it taken out. We asked for a change of comforter one day (two calls) after the kids got one dirty and that took 9 hours!!
We had two connecting junior suites which were spacious but with tiny bathrooms (as others have noted). I'm guessing the connecting rooms were 1,200 square feet in total. I happened to see housekeeping going in one day and coming out less than 15 mins later. This is enough time to make beds and change towels at best. In addition to problems previously noted, they made no effort to rearrange pillows on sofa, or reorganize the three-cube coffee tables my kids pushed to different corners of the room. You could write your name in the dust on the nightstand between the two double beds. Crumbs were still visible in the carpet.
I guess a "heavenly bed" is a subjective thing. But the comforter was scratchy, hefty, definitely a synthetic as opposed to a cotton exterior and felt like a poly fill. It was not "comfy." The pillow caes were soft, but also were some sort of poly fill and not down.
This is a very large hotel. A valet removes your bags from the car when you pull up and at check in they hand you the keys. At no point did anyone (check in or bellman) make an effort to show us features of the room or the hotel itself (e.g. pool, breakfast, gym location).
We asked that they remove the open minibar contents as we have five kids and it's one of those systems where if you touch it, you buy it. So they did, then we were charged for every single minibar item on our bill! This was removed, but come on!! Same thing happened with the in-room movie they comped us in exchange for our inconvenience. We had a $17 charge for it, which was removed.
On the plus side, this is a good location for exploring most of Boston. It is a bit of a trek to Faneuil Hall but easy access to everything else in the city center. We had beautiful panoramic views from our rooms on the 15th floor (and the hotel goes much higher than that). Jen, one of the concierges, was was polite and professional and helped us line up some reservations in advance of our arrival. The hotel is connected by skywalk to a very nice mall with great high end shops and several restaurants. I imagine this is a real plus during boston's cold and lengthy winters.
My favorite boston hotels, however, are the langham and the boston harbor hotel. They really "get" families and try to anticipate what you might need and throw in little surprises. The Westin just tossed us roadblock after roadblock.