W Boston [Master Thread]
http://www.starwoodhotels.com/whotel...sId=1006380554
To my knowledge, only the wow/ewow have separate living rooms


http://www.starwoodhotels.com/whotel...sId=1006380554
To my knowledge, only the wow/ewow have separate living rooms
I wonder how W Boston managed to remove an entire year's worth of free night award rooms, a bit shady and making me lean towards the Liberty.
Has anyone stayed here recently?


Last edited by TheBOSman; May 16, 2016 at 3:30 pm
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
W Boston
Terrible service and poor management at the W Boston (12 Photos)
W Boston
I stayed 1 night at the W Boston at the conclusion of nearly 5 weeks of consecutive travel on the East Coast. I previously would have stayed at the Liberty, but my last stay was an air con nightmare followed by terrible managment service issues. I won't return there.
So I tried the W Boston for the first...and as it were, last time. The hotel has a nice hard product...and service lapses galore. If W wants to be counted in the luxury segment, it needs to deliver on service. This Boston property does not.
Check In
Check in was curious. I had received an email the day before my arrival indicating I had been upgraded to a Cool Corner Studio. But on check in, I was only given a Spectacular Room. I had arrived at 2:30 pm, so before the official 4:00 pm check in time, but the attendant did not indicate that any Cool Corner Studios would be available later. I did ask about a suite upgrade, since I am Platinum, but the attendant told me they were sold out for the night.
So I accepted the Spectacular Room and up I went.
Room
The room was fine. A long hallway, off of which is the efficient but not badly sized bathroom.

The bath:




The main room was spacious and looked very inviting/chic to me:



Service
Service was my biggest letdown at the W Boston. First, I got to the room and then looked up suite availability--and found plenty of accessible suites and beyond. I called down to ask why they hadn't been offered...and it took a few calls before anyone answered. Little did I know that was going to be an endemic problem. Strike one and two.
Eventually, a mananger claimed there were suites available but they wouldn't be available until 5-6 pm. Still, she admitted that should have been made clear to me at check in, especially after I specifically asked. Strike three.
I decided to stay in my room...since I was only there for the 1 night. I also wasn't impressed with how soon the hotel might actually move me despite its assurances.
Then later that night, I called for room service at about 9:45 pm. No answer. After calling 3 time over 30 minutes, I finally got someone to answer Whatever Whenever. Not quite. I was furious and asked to speak to a manager--only to be told the one manager on premises was busy. I was even more furious.
After telling the attendant that I didn't care how busy the only manager might be, that manager called me back in a few minutes. She was apologetic but incredibly defensive. She claimed there were many managers on premises, despite the attendant claiming otherwise--and despite no othermanager ever speaking to me that night. I didn't believe her.
After getting my room service, the molten chocolate lava cake had no molten lava. I called down again...and that took 2 calls. They called me back later--waking me up--to admit there was a problem with the recipe....but the replacement cake they said they would send up never came. I called to cancel it after an hour so they wouldn't wake me up again.
To put it mildly, there is no excuse for waiting for a phone to be answered, let alone for 30 minutes. I don't care what kind of hip hotel is involved. This was a major service fail. The fact is that there likely was only the 1 manager on duty that night...another service fail for a hotel this large.
Service failures galore for a 1 night stay. BAD HOTEL.
Dining
Food was fine here. Not great, but fine.

The not so molten lava cake.

Room service breakfast:
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Room service lunch was fine, too.

Location
I didn't really explore since I was only there a night. But it seemed a very nice location in downtown Boston not far from the Common.
Overall
Too many service lapses. Too many Whatever Whenever calls unanswered, including trying to get in touch with anyone for 30 minutes. In a single night.
Unimpressive. Terrible service. This is a terrible example of W service. I won't return.
EDIT--following the posting of this review, I did call and ask to speak to the GM. I received a call back from the Operations Manager of the W, who apologized and tried to get me back with a suite upgrade on my next stay. After I declined, I was awarded 10,000 SPG points as furtherapology for the service misses experienced during this stay.


A lot of people compare this to the Liberty - I've never stayed there, so I can't compare, but I would book this hotel again


I had booked the hotel only a few days before arrival and applied an SNA as I had a few that were expiring. To my surprise it did not clear 2 days out but did clear at the last opportunity 1 day out, to a Marvelous suite. At check-in, the agent further upgraded us to a Wow suite, which was much appreciated. (He did say that he couldn't offer late checkout on the Wow suite, which we didn't need anyway and I thought was a reasonable tradeoff for the extra upgrade.) I'm guessing it was due to having only a one-night stay at a quiet time of year, so I wouldn't necessarily expect it otherwise.
The suite itself was very nice and I thought the furniture, decorations, and finishes throughout the suite were on the higher end for US W properties. The Wow suite has a separate living room area and includes an extra half bathroom (with floor-to-ceiling windows) off the living room. Nespresso machine was also included. My only complaint with the room is that the light design isn't very well thought out -- thanks to translucent dividers and a not-fully-enclosed bathroom area, turning on the lights in the living room or the master bathroom casts quite a bit of light into the bedroom area even if every available divider is closed. If you just need to get up to use the bathroom in the middle of the night without disturbing your partner, the extra half bath is an option, but if for example you want to shower without waking your partner, it's hard to do if they're a light sleeper.
I don't normally watch hotel room TVs but we happened to turn the TV on here and I must say they did a great job with the interface -- the TV offers a full program guide menu, like a home cable box would, but all configured with the W brand font and design elements. It's a small thing but when I do watch hotel TVs I find a lot of them to be clunkily designed so kudos to whoever came up with the system used here. (Though since I don't often use them, maybe more hotels have similar systems than I realize.)
And one final area to report on, platinum breakfast treatment is good and more generous than I've seen at other Ws in the US -- you are given a voucher for one beverage and one entree per person per day. I also ordered a side of bacon and wasn't charged for it, not sure if that's standard or not. But even if I had to pay for bacon, you still have a good range of options to choose from, and the couple of things that we sampled were very high quality.
inner was pricey at $75, but it was delicious. The deviled eggs, in particular, seemed a waste of money for $12...until I tried one. They were so good. I'd order them again at that price without a second's thought!Breakfast the next morning:The English muffin was burnt, making it almost impossible to cut the Benedict. I was paying so much, I called and asked for another to replace. But the eggs/salmon were wonderful.The second order was equally good, if perhaps the muffin a bit undercooked LOL:The mocha at $7 was a steal with the extra small pot. It was like having 2.5 cups of mocha, actually:All in all, food was excellent--and when I had a complaint, it was corrected with another fresh order in like 15 minutes! They still comp'd the breakfast order, despite fixing the problem, too. Location Location of the W is excellent--and just about a 15 min walk from the Ritz Carlton (and maybe another 15-20 min walk to the MO). Overall It was a very impressive, comfortable, and enjoyable stay at the W Boston. I look forward to returning in the future!


