Location, the building is amazing

Staff didn’t communicate well. We were told breakfast was included, they sent us to the restaurant where there was a menu with prices, which was odd for complimentary breakfast. We asked and they told us that we should charge the check to the room and this would later be deducted. All this was too weird so we ask again in front desk about the breakfast situation and that’s when they finally explained that we needed to do a $100 upgrade to the room for the complimentary buffet and access to a lounge. This was clearly a good deal after having paid $200 breakfast in the oak bar.

Beautiful , clean interior..with a wonderful scent that felt luxurious yet gentle... the rooms were spacious it really didn't feel crammed as many hotels with similar inner city locations do... the staff were very kind, from the door men to the housekeeping ...everyone we met made us feel at home... and location was just perfect... we had access to many great locations by foot ... nothing negative

I wasn't dissatisfied with anything... everyone was absolutely nice. I would live there. It's just that this review is asking for me to say negative but I dont...

Everything was very comfy - bed a little soft for my taste but hey, personal preference. We had double beds and the room was big. Hotel is beautiful and so convenient. Cori the dog makes it feel even more like a home away from home. Rooms were clean, even with a shower curtain which I hate. Concierge is lovely, staff generally lovely. Great job.

Too many text messages from the hotel after we were told our room was ready. Mostly asking for feedback, I believe. Cushioned seating in the restaurant was always covered with stains or crumbs when I went to sit.

Location, the room he a received as per my reservation. First night was BAD, not the room that i reserved and not facing the Square (that i paid for)!! The Lady in the reception was a very unpolite one, mention she was sorry, but this doesn't solve my problem!! Her attitude was strange for and never in my trips around the world or in this hotel before i receive such attitude!!

AS i mention before!!

The hotel was great! The staff was very welcoming and always helpful when asked. The room was as expected and had the needed amenities for the long weekend stay. The location was second to none in the Back Bay being close to Newbury Street and Commerce. Close to the T and great restaurants. Will certainly be staying here again on our return visit.

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Breakfast was AMAZING and the hotel was beautiful Staff were friendly Good recommendations from staff re swimming pool nearby Location was excellent

Room could have been a bit bigger Third bed was not put in room after two times asking Noisy room opposite lift and with service vehicles outside Would have liked a hotel pool

Bed and pillows, size of room, gorgeous lobby and bar, teas and coffees in room, location right by Copley square and the metro. Nice toiletries in the rooms.

Felt a little tired overall in the corridors and the rooms. Our bathroom mirror was a little rusted, the doors didn’t quite sit flush, although the soft furnishings, chairs and lamps etc were new.

A beautiful, grand old hotel. A treat to stay there

Although I had a prepaid “Fairmont Gold” room, it was a long wait to check in. Check-in is at 3:00 pm and Check-out is at 11:00 am. A 20 hour stay and you have to spend 1/2 hour of it waiting to Check-In. (To Note: no signage/direction for Fairmont Gold Check-In Desk). One staff member doing Check-In and one other “doing training” and about 5 groups of people waiting to Check-In. Each group seemed to require at least 10 minutes to go thru the process. There was no Front Desk Manager or otherwise monitoring to add additional staff or assist.

Booking.com over sold this hotel and there were no rooms available when I arrived. My mother and I were staying because my father is in the hospital and we needed to be closer as we transitioned him to hospice care. Emmanuel at the front desk and another staff member figured out how to get us a room in spite of the booking.com issue.

Booking.com

The hotel is outstanding. I booked a room for 3 adults. Normally I would recieve a king bed and a convertable sofa bed. We were issued a king bed with a roll away bed, which took up space.

Some of the desk staff had a bit more attitude than needed. There are professional ways to address issues.