Fairmont Copley Plaza

I would like to raise concerns regarding both the invoicing process and the customer service experience I encountered. I noticed an additional small charge that was not included in the original invoice. Since this is a business expense, I needed clarification. Unfortunately, the operator I spoke with was unacceptable in her conduct. She was impatient with my questions and transferred me to the wrong department. When I called back and asked for her name, she refused to provide it and then hung up on me. On my third attempt, she was rude again, but finally transferred me to the correct team, who were able to provide an updated invoice and explained that the small charge. I believe that it is the hotel’s responsibility to provide an accurate, up‑to‑date invoice. More importantly, it is also your commitment to ensure that your customer support team is trained to assist guests professionally. Experiences like the one I had with the operator, Arnella, fall far short of that expectation. Please do let me know if you have any questions or comments. Thanks Jay

The hotel is a grand old hotel nicely updated. Our room was spacious as was the bathroom. We had a comfortable king size bed. The staff were friendly and helpful. We loved the dog Cori, who is a black lab and a hotel ambassador. Such a special touch! The hotel is in a great location on Copley Square- a block from Back Bay Station and the local T ( subway).

We came to the Fairmont Copley Plaza to celebrate a birthday and were warmly welcomed by an attentive crew. During check-in Emmanuel found out that we were celebrating a birthday and promptly provided us with a free room upgrade and a treat of chocolate covered strawberries and Prosecco! What a delightful surprise. Thank you!

We were greeted upon arrival. The desk clerk remembers our name. Our room was upgraded without even telling us. The day was absolutely perfect.

I am here for a national convention. I upgraded to the studio suite - nice size room, but there is no sofa, only a single chair, so if you were with someone there would be no place to sit and watch TV. The bed is extremely comfortable. There is no place to put a room service tray except the desk, which I was using for work and had to clear off. The restaurant is extremely pricy - it would be great if they had more bistro style offerings - $19 for clam chowder with very few clams? Housekeeping staff is amazing - the room was spotless, and when I messed up the coffee maker they sent someone to show me how to do it! Room 260 was a bit shabby - there was an uncovered wire hanging from what I was told was the doorbell unit with no cover. The tile in the shower was abysmal - I haven't taken a shower yet but it is really dated. Plenty of towels and well lit. Again, the staff is great and the convention catering was quite tasty and much better than the usual rubber chicken fare. I was surprised that two of the courses for our luncheon were loaded with nuts, and my non-nut options were significantly less nice than the nut options (over-frozen sorbet instead of Boston cream pie).