Fairmont Copley Plaza

Started with a lovely interaction with the valet and a seamless check in. Upon going to our room, found black fungus in the shower. Not a little, a lot. Showered photos to the front desk and after some back and forth, were able to get an adjacent room. At 11pm, there was a loud conversation outside our door with 3 staff members which woke me and my 80 y mother. I asked them what was going on and they said they were there to place a rollaway bed. No told them it was done hours ago and they disagreed saying they were there to do it. I told them there was a child sleeping in it and it was fine. They left. Next day went for breakfast and given there were a ton of people there for the soccer match but it was absolute chaos in the restaurant. A dark blonde server wearing her hair in a ponytail was loudly & angrily complaining to another woman in full view about the rush. Plenty of empty tables and nonine being seated. I asked the front desk for another place nearby and they quickly apologized and arranged for dining elsewhere. The best part is this hotel is the managers at the front desk! The rest of the stay was very nice except for the fire alarm going off which required evacuation but yhat was not their fault. Just another event in this unfortunate series…

A lovely hotel and well located. We stayed four nights in the Gold lounge and if you can afford it, you must take up this option. The breakfast was good and whilst the choice did not change significantly it was good quality. Also access to unlimited soft drinks and also alcoholic ones on an honesty basis. However what makes the Gold lounge is its staff. They were all very good but a special mention is for Kevin who is very bubbly and friendly and made a number of excellent suggestions, a great example of customer service. There was also Oliver who although quieter was once a great provider of customer service, the Fairmont use be proud to have these 2 excellent employees.

This is a beautiful hotel but our stay was not as planned due to the hotel not bothering to reply to emails. We book online via British Airways holidays for 6 of us to celebrate my 60th birthday. We requested when booking for 3 rooms with 2 beds as it was a party of 6 female friends. Being aware that this was booked through a 3rd party emailed the hotel to ask if our request for 2 beds in each room could be honoured. I got no response. I left it a few weeks then sent another email. Again no response. When we arrived at the hotel I was told the rooms all had one queen bed, when I queried this I was told there were no beds with 2 rooms available. I explained about the fact we had made our booking and put in our request months previously but no one had bothered to reply to our emails, if we had been told beforehand that we would not get 2 beds we could have booked somewhere else that would accommodate our request. The guy who checked us in seemed genuinely concerned about this poor service and changed us to King bed rooms (still with only one bed but bigger). He also gave us $250 to spend in the restaurant which went some way to improving our experience but we would have preferred the 2 beds. It’s a shame as the hotel is beautiful, in a great location and we would have had such a wonderful time if someone had bothered to reply to my emails.

Positives: - Staff were nice and responsive to the issues we faced. - The hotel is old but beautiful, especially the lobby. - Good location (depending on your plans). Negatives: - Our first room had a giant leak in the closet, which we heard dripping and smelled the mustiness of immediately upon entering, despite being told our room wasn’t ready because it was still being “inspected.” We wondered how that could have possibly been missed during an inspection. We were moved immediately at least. - The room we were moved to shared a floor with guests of a wedding happening at the hotel and for 2/3 nights we were there they were super loud until 3-4am. Hotel security was quick to respond to our complaints but I was surprised they weren’t able to hear the noise prior to us calling given some of it was happening out in the hall on a low floor of a old hotel with thin walls. - The pillows were horrible and gave me intense neck pain. I asked if they had any firmer options three times and was told each time they had firmer pillows but the first time the pillow never arrived, the second time I got the same pillow I already had, and the third time I was given a feather pillow that was even flatter than what I already had. - When leaving and waiting for the Lyft we had already ordered, a hotel doorman and his cab driver friend tried telling us we were being scammed by the price charged and tried selling us a ride with the cab driver multiple times after I had declined. I give the hotel staff credit for being friendly and responsive but I honestly didn’t have a good experience at the hotel.

If you’re fortunate enough to visit the Gold Lounge at the Fairmont Copley Plaza, I hope you have the chance to meet Kevin. He completely transformed our family’s experience. From the moment we arrived, Kevin went above and beyond to make us feel genuinely welcome. Traveling with young kids isn’t always easy, but he took it upon himself to bring coloring books and other activities to keep our children entertained, allowing my wife and me to actually relax and enjoy our time together. What stood out most wasn’t just the exceptional service, it was the heart behind it. Coming from the South, we’re used to warm, personal hospitality, and we honestly didn’t expect to find that in the middle of Boston. Kevin proved us wrong. He brought true Southern hospitality to Massachusetts with his kindness, attentiveness, and genuine care for our family. Employees like Kevin are rare. He didn’t just do his job, he created a memorable experience that we’ll talk about long after our trip. Fairmont Copley Plaza is fortunate to have him, and he deserves every bit of recognition for the outstanding service he provides.