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“Bad service, More like frat house, Terrible experience” 1 of 5 bubbles
Review of W Boston

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W Boston
Ranked #26 of 82 Hotels in Boston
Certificate of Excellence
GreenLeadersPlatinum level
Pennsylvania
Level Contributor
129 reviews
27 hotel reviews
common_n_hotel_reviews_1bd8 79 helpful votes
“Bad service, More like frat house, Terrible experience”
1 of 5 bubbles Reviewed November 4, 2012

I will never stay at a W Hotel again - especially the W in Boston. The staff is useless, the rooms are moderate at best, the walls are paper thin, the food is below average and the service is terrible. I was traveling on business with my colleague after escaping the devastation of Hurricane Sandy. We were looking forward to some sleep but couldn't get any due to the blaring music from the frat-like atmosphere in the room next door. After contacting management at 2 am, the music was turned off for a few moments then it resumed. We called again and the same thing happened. We were offered the opportunity to move into a new room at 3 am (REALLY?!) but declined the inconvenience. When we addressed the situation with the powerless young person at the front desk, she told us that the hotel followed protocol and that there was nothing they could do. As part of the Starwood brand, they should be ashamed of themselves.

Some other things to note:
-No local magazines in the room (had to go to the front desk)
-Front desk couldn't tell us where the best local shopping was
-They ran out of coffee and tea three times during our two-day conference
-They offer you points if you don't have your room cleaned (it's "environmentally friendly')
-They charge guests for Internet access
-There are no coffee makers in the rooms
-The hair dryers are cheap and useless
-Even on the 14th floor you can hear tons of noise from outside at night

  • Stayed November 2012, traveled on business
    • 1 of 5 bubbles
      Value
    • 3 of 5 bubbles
      Location
    • 1 of 5 bubbles
      Sleep Quality
    • 2 of 5 bubbles
      Rooms
    • 2 of 5 bubbles
      Cleanliness
    • 1 of 5 bubbles
      Service
Helpful?
1 Thank GinaRubel
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MGabree, Director of Operations at W Boston, responded to this review, November 10, 2012
Gina, thanks for the constructive feedback. I'm glad that we are working towards a resolution off-line and look forward to maintaining your loyalty to Starwood.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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1,488 reviews from our community

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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
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1 review
1 of 5 bubbles Reviewed November 3, 2012

The walls in this W are paper thin. I was traveling with my colleague on business to a conference at this hotel. We were not able to sleep well at all because of the nightclub that was happening in the room next to ours on the 14th floor. We complained but it made little difference. Management wrote us an apology note. Exhausted on our 2nd morning and facing a 6+ hour drive home, we discussed some type of reimbursement with the powerless front desk staff who stonewalled us and went into the back room to talk with the manager. Manager later came out but didn't address us at all. Strange customer service for a luxury hotel. Will never stay at an overly image-conscious W again - definitely not worth the cost, stress & exhaustion.

  • Stayed November 2012
    • 1 of 5 bubbles
      Value
    • 2 of 5 bubbles
      Location
    • 1 of 5 bubbles
      Rooms
    • 3 of 5 bubbles
      Cleanliness
    • 1 of 5 bubbles
      Service
Helpful?
Thank LPOWERS234
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MGabree, Director of Operations at W Boston, responded to this review, November 10, 2012
Thanks for your feedback. And please accept my apology for the excessive noise. We do everything in our power to mitigate noise from inside and outside of the hotel but this is not always within our control. Thank you for your business and if there is anything I can personally do for you please don’t hesitate to ask.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Henley-on-Thames, United Kingdom
Level Contributor
44 reviews
21 hotel reviews
common_n_hotel_reviews_1bd8 17 helpful votes
5 of 5 bubbles Reviewed November 1, 2012

Had a great stay at the W Boston earlier in the year. Great location in the city. Very stylish and funky hotel, with great little touches, exceptionally helpful and friendly staff staff. Made good use of their free shuttle bus within their 5 mile radius. Lucky enough to get a upgraded room. Very comfortable rooms although the bathroom lacked a little privacy when the room was in darkness and the light in the bathroom was on. Had no problems with regards to street noise as did other reviewers, but maybe we were just lucky Grat breakfast in the Market restaurant downstairs. Will definitely book into this hotel again if we travel back to Boston.

  • Stayed March 2012, traveled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank Paul G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MGabree, Director of Operations at W Boston, responded to this review, November 3, 2012
Hi Paul D.,

Thanks for the fab review. Sounds like you had an awesome stay – let’s do it again soon.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Baltimore, Maryland
Level Contributor
57 reviews
19 hotel reviews
common_n_hotel_reviews_1bd8 19 helpful votes
4 of 5 bubbles Reviewed October 27, 2012

Read the reviews of this hotel and worried about the room and noise. Fortunately I got a great room (1104) quiet and relatively spacious for a hotel that is more like contemporary European minimalist hotels. Not a room to lounge about but comfortable for business purposes. Breakfast at The Market was tasty with lots of healthy choices. Staff is accommodating. Hotel is located close to the subway, Suffolk Law School and New England Law
School. Would return.

  • Stayed October 2012, traveled on business
    • 4 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
Thank teabird45
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MGabree, Director of Operations at W Boston, responded to this review, November 3, 2012
Central location, great breakfast, and spacious rooms - agreed! Thanks for the positive review.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Nuneaton
Level Contributor
27 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 12 helpful votes
4 of 5 bubbles Reviewed October 26, 2012

We stayed here for a couple of nights with friends at the start of a tour of New England. The welcome and service was lovely, and staff were very helpful and informative. We even returned from a short walk to find the most delightful little cupcakes and a card in response to the staff finding out that one of our party were celebrating an event.
Our room was very well appointed, spacious and stylish. The bed was really comfortable and we were expecting a nice an excellent night's sleep. However, the street noise was really loud and the room didn't appear to have any sound-proofing against it.
Our friends had a very strange room (609). Comfortable and well-appointed, but really more of a dog-leg corridor with a box-room at the end of it, so most of the space was corridor. Comfortable furniture but avoid this unless offered a really good deal.

Room Tip: Ask if they have any rooms that aren't subject to terrible street noise. Avoid room 609. It...
See more room tips
  • Stayed October 2012, traveled with friends
    • 3 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank Kevin H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MGabree, Director of Operations at W Boston, responded to this review, October 27, 2012
H Kevin, and thanks for the review. I'm thrilled that our Talent took great care of you, and even surprised you with some cupcakes! We do our best to mitigate noise from the street but as you might guess this is difficult for us to control. Hope to see you again soon.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Midlands, UK
Level Contributor
28 reviews
19 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
4 of 5 bubbles Reviewed October 26, 2012

Stylish - that sums up my review, but I have to write a few more words. Doormen greet you, receptionists very helpful (and stylish), lobby looks like a fashionable nightspot (great for me), art and design touches everywhere (as with all W hotels), rooms well designed and stylish. Friends always ask to me "steal" Bliss products, I believe women love them.

The location is a 5 minute walk to the start of the Freedom trail.

  • Stayed October 2012, traveled solo
    • 3 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank biker_michael
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MGabree, Director of Operations at W Boston, responded to this review, October 27, 2012
Quite a 'stylish' review - thanks!
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Philadelphia, Pennsylvania
Level Contributor
20 reviews
18 hotel reviews
common_n_hotel_reviews_1bd8 9 helpful votes
5 of 5 bubbles Reviewed October 25, 2012

I have stayed at this W a few times, and I am always pleased to go back. The rooms are comfortable and of the quality you would expect at a pricey W. The lobby bar generally has a good scene and attentive bartenders. Both in room breakfast and restaurant breakfasts are very nice and fairly reasonable. My only gripe is that my last stay was on the fifth floor, where as a Platinum SPG guest I was looking out over a back roof and A/C units... I would have expected a higher floor as a preferred guest...

  • Stayed October 2012, traveled on business
    • 4 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank hobbrooks
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MGabree, Director of Operations at W Boston, responded to this review, October 27, 2012
Thanks for your repeat business and loyalty. We'll do our best to secure a room on a higher floor next time. See you again soon.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about W Boston

Property: W Boston
Address: 100 Stuart Street, Boston, MA 02116-4715
Phone Number:
Location: United States > Massachusetts > Boston > Downtown
Amenities:
Bar / Lounge Beverage Selection Business Center with Internet Access Fitness Center with Gym / Workout Room Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Wheelchair access
Hotel Style:
#3 Green Hotel in Boston
#8 Spa Hotel in Boston
#18 Luxury Hotel in Boston
#23 Romantic Hotel in Boston
#25 Business Hotel in Boston
#30 Family Hotel in Boston
Price Range (Based on Average Rates): $$
Hotel Class:4 star — W Boston 4*
Number of rooms: 235
Official Description (provided by the hotel):
A sophisticated and modern all glass hotel located within the heart of Boston's Theater District, W Boston offers guests close proximity to the city's most famous theaters, the Boston Common, Boston's Public Garden and numerous award-winning restaurants. With the city's only bliss spa, a see-and-be-seen fireplace lounge, 24-hour gym, and destination nightclub, W Boston exudes a 24/7 lifestyle. Guests have access to W's signature Whatever/Whenever(R) service promise providing them with whatever they want - from Green Monster seats at Fenway Park to a personal shopper for navigation around Boston's luxe Newbury Street - whenever they want it, as long as it's legal! ... more   less 
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Also Known As:
w Boston Hotel Boston

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