The Newbury, Boston

The Street Bar at the Newbury is perfection and our lovely server, Conch, was outstanding! She was so thoughtful and attentive. She made our time at The Newbury more than memorable💕

Had a great lunch with friends, very cool atmosphere! Conch was our server and took such good care of us, will be back soon!

This is a review for the Street bar purely because of our experience with Conch, she was so welcoming professional sweet and really gets to know her costumers. Unfortunately, our experience at the actual hotel would probably be a three star.

I truly can’t say enough about this hotel! I have hosted many events at The Newbury and have nothing but positive things to say. From the location and ambiance to the food, planning process, and incredible attention to detail, it is truly a dream property. Kasey Ross and Laura Abraham are two of the finest hospitality professionals I have ever had the pleasure of working with. Their expertise, thoughtfulness, and guidance every step of the way have been invaluable, and I am so grateful for their partnership. I can confidently say that The Newbury never disappoints. If you are considering hosting an event there, I cannot recommend it highly enough.

We are utterly appalled by the gross mismanagement, operational panic, and hostile lack of communication we experienced at The Newbury Boston. For a historic landmark claiming a luxury pedigree, they operate with the frantic disorganization of a failing budget motel. My wife and I stayed here for a single night before a flight out of Logan. Upon check-in, we valeted our vehicle (a Turo rental) with zero indication from the staff that there would be any logistical issues the following morning. The next day, the nightmare began. When we attempted to retrieve the vehicle to head to the airport, we were met by a visibly panicked front desk clerk who informed us that a public 5K race had shut down the surrounding streets, completely holding our car hostage for hours. His immediate, defensive response was to gaslight us: "Didn't you get the letter?" No, we didn’t get the letter, because it was never sent. The fact that a premier Back Bay hotel was caught completely off guard by a massive, highly publicized city event is embarrassing enough. But rather than taking accountability, staff immediately deflected blame onto a mythical, unsent piece of paper. Terrified of missing our flight, we had to authorize the hotel valet to coordinate returning the car to its Turo owner later that day. The hotel’s absolute disorganization resulted in the vehicle being returned late, sticking us with hundreds of dollars in entirely preventable fees and rental overages. Since checking out, the hotel has completely ghosted us. We have made repeated attempts to contact management to resolve three critical, basic items: 1. The status of our personal belongings: Our property was left in the vehicle and supposedly shipped to us, but has yet to follow up or provide a tracking number. 2. Financial accountability: An update on when The Newbury will reimburse us for the rental overages caused directly by their operational failure. 3. A basic hotel folio: We have yet to receive a final receipt to audit the actual costs of our stay. To make matters worse, Guest Services continues to offer empty, scripted assurances of a "follow-up," then never does so. The Newbury charges elite luxury prices but delivers bottom-tier execution. They fundamentally failed at basic customer service, liability management, and communication. Do not let the polished facade fool you. Stay anywhere else in Boston.