On October 12, 2012 about 8pm...I went to check in at the Boston Marriott Copley Place. Unfortunately the reservations line booked me at the wrong rate. I was quoted $99 and when I tried to check in it was $250. The first Front Desk Agent was a girl...I wanna say she was from Guyana although friendly she wasn't helpful. She left me standing there and disappeared while I try to figure out where I would stay now. She offered no other resolution aside from stepping to the side so she can assist another customer. I walked to my car that the Skycap guys were patiently watching for me and made another call to the Reservations line. Well...they could only get me a room with a reasonable rate out in Norwood but advised me to go back in and talk to a manager to cancel without out being charged the $250 cancellation fee since it was after 6pm. When I went back in...the Guyana girl was busy so this young man, Steve I wanna say his name was asked if he could help me. I told him my situation and how exhausted I was and dreaded driving out to Norwood. Well...Mr. Steve (he said I didn't need his last name as he was the only Steve at the desk) told me to hold on a minute...I saw him looking into the system and picking up the phone a few times...all the while I was making calls on my own phone as to my change of plans.
Well low and behold Mr. Steve cancelled my reservation without issues and called the Marriott down the road (South Bay Courtyard Marriott) and booked me the 2 rooms that I was in need of. He cancelled my Norwood reservations and told me that he informed the Hotel of my issues and they were waiting for me to check me in. I was so shocked at his customer service skills and thought he has a very bright future in the hospitality industry....He really WOWED me with his service and saved the hotel from having a bad taste in my mouth. I have had nothing but great experiences here and just when I was about to have a bad one....Steve saved the day!!! Kudo's for Steve!
- Official Description (provided by the hotel):
- A standout among other hotels in Copley Square, the award-winning Boston Marriott Copley Place is centrally located in the Back Bay district of the city. Just minutes from historic Trinity Church and Boston Common, our downtown Boston hotel’s location is perfect for business, weekend and leisure travel. Local shopping destinations include the stylish boutiques of Newbury Street, Copley Place Mall, and the Shops at Prudential Center, while nearby sporting venues make it easy to cheer on favorite teams at Fenway Park or TD Bank Garden. Guests are pampered with upscale amenities and on-site services including Champions sports bar and restaurant, valet parking, car rental and tour desk. Featuring 70,000 square feet of flexible, high-tech event space, our hotel is ideal for Boston conventions, business meetings and social events. ... more less
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- Also Known As:
- Boston Marriott Copley Place Hotel Boston
- Marriott Boston