Beware, this hotel is fully ready to take your money and then give away your room. I was going to Boston with coworkers for a history conference that was being held at the Sheraton. My department head booked us hotel rooms for Thursday and Friday night and paid for those rooms up front. Unfortunately, a few of us were unable to go up until Friday due to work. Upon getting up there I went to check in and was informed that the hotel had given away my room because I didn’t check in on Thursday and there was a hockey tournament that weekend as well as the conference. The hotel staff claimed that their policy was to give away the room if you don’t check in the first night. This would not be an issue for me, had it not been for the fact that the room was already paid for and the hotel did not offer a refund. Not only was the hotel unable to give me another room, but they did nothing to help me book a room at the nearby Marriott hotel. It was not until my department head demanded a refund for the rooms that they reluctantly gave refunds for the rooms that had been double booked for Friday night. The lack of help and disregard for the fact that those rooms had already been paid for has left a terrible impression and all but guaranteed that I will never try to stay in the Sheraton and Copley again. If you intend to stay at the Sheraton I highly recommend that you proceed with caution, carefully review the hotel’s supposed policies, and NEVER pay up front.

If you are only concerned about location then this is a good spot with the connected mall, but the rooms were in need of an upgrade 10 years ago and look to still be waiting. It's the little things like the alarm clock was 20 years old and instead of a minor investment like most hotels with a clock that has chargers, they instead bought an industrial charging station to take up room on the nightstand. Elevators are also not for the faint of heart as most of them shake on the way up. It's too bad b/c with a little investment in the rooms could make for an all-around nice hotel. In line with several other posts, the staff was friendly but many times I saw a huge line to check in with maybe 1 or 2 people working the front desk so be ready for a lengthy wait. I stay in a lot of Marriott's and for the price, there are much better ones in the area.

I stayed here for a work conference. The room was spacious and well set up for a business traveler. I was in a handicapped access room due to some mobility issues I am facing and it was very well appointed to accommodate my needs. The bell staff were exemplary and helped make my stay comfortable. It is pricey, but not for where it is. The convention space was well kept and easy to navigate, with maps available.

We are a family of 4 here for vacation. Location location is great. The rooms were a little dusty. The beds were comfortable. The cleaning staff was very nice. They served starbucks coffee in the room. The room was slightly outdated but for the most part clean. The elevator was fast. The little market downstairs in the lobby was expensive but that is expected. The quick breakfast food did not taste good at all (breakfast burrito). I like that it is connected to the mall so you can shop if you want. Overall, we have a wonderful stay. Our room view was decent we were on the 24 floor. I would stay here again if we come back to Boston.

The room was too small for king size bed Only had one night table and lamp. Old chair did not have a lamp and the only other light was a desk lamp I dragged to the chair so I could read. No towel rack except in the tub. Water accumulated in the tub while taking a shower and there was no grab bar. Great location.

I stayed for 2 nights in August 2023. Bedding, shower, and room overall were acceptable. Hasn't been updated in many years so there's lots of wear and tear, but nothing problematic. Location is very good. Convenient to transit and walking distance from lots of interesting places. Environment was quiet. No complaints. Staff was a mixed bag. Some were very friendly and helpful. Others seemed annoyed with our requests. Price was consistent with everything else in Boston, which is to say a bit higher than many U.S. cities of similar size. Satisfied overall and I would stay here again.

Location, location, location!! This downtown Boston property is in a perfect location for your visit to the city! Directly across from the Prudential building - you can access the Prudential and Copley Square malls directly from the lobby - offering you great options for dining, shopping or simply walking during a harsh weather / winter day. The property has old bones but has been kept up perfectly. While the furniture in the room might not have been my first choice (folks share the property is dated) - every detail in the room is kept up perfectly - and beds are incredibly comfortable. Starbucks coffee is available in the room and the housekeeping team does an amazing job. Overall the staff at the property is great and accommodating. The hotel has a large and spacious gym - with a book that is indoor in the winter months but with a sliding cover that is outdoor when weather allows! While the property has not brought back a lounge (for those who would select this or have access due to status) - should your status allow, they do offer complimentary continental breakfast. Hotel, please note - perhaps consider offering a full breakfast to those eligible - the $7 up charge - while small - seems unnecessary. While on requests - last suggestion, consider upgrading your bathroom amenities. The quality is poor and does not suit the quality of the hotel, a good option are the dispensers now widely used by most properties! Thank you to the hotel and team for a good stay!

Friendly front desk and housekeeping staff and very nice fitness center, but my room had no microwave and when I called the front desk to ask if there was any place in the hotel l where I could use one, they said they would send one up at an additional cost of $25.00. Also know that the bathrooms have no towel racks at all, so good luck trying to hang anything wet to dry. The hotel really does need to go to Home Depot and make investment. I've stayed at 2-star hotels with a better understanding of the basics people need in their rooms so kind of surprised this hotel is widely seen as a 4-star property.

The staff is on point and what made the place worthy of a review... I didn't sleep there so I can't speak to the rooms. However, based on the conference I attended - every staff member I encountered was professional, very focused on hospitality, friendly, and hardworking. The conference was run on a tight schedule. Drinks and snacks available constantly, everything cleaned up promptly.

Summary: A+ service. Dated room (2 double beds), but good value for the price. Nice pool for the kids to play. Stayed over the weekend with our kids. The woman at the front desk checking us in was friendly, efficient and a pleasure to speak with. Later that evening I went down to the "market" to buy some milk for my toddler and it was closed. The gentleman at the receptionist went out of his way to the employee break room to get me a cup of milk.

This is such an easy hotel to stay at in the back bay. Walk to everything easily. Rooms are getting a bit tired BUT the linens were so fresh and clean. Fresh smelling pillows ( some places need to work on this) and hard working housekeeping staff made an great impression. Starbucks coffee in room and bottled water are appreciated amenities. A lot of hotels I’ve visited lately have removed the in room coffee and I personally like to have some before I venture out. Front desk gave me a great river view room upon check in. I used the pool too, which was quiet and great at the end of a long day. Thank you Sheraton for a great stay!

The Hotel was the perfect place for our trip. The staff were so friendly and helpful, it felt like home from day one! We also loved that this hotel is close enough to lots of great attractions but still has some peace when you want quiet time away from exploring town?

Check-in consisted on standing in a line for almost two hours. When we left for dinner the line to check-in was still out the door. As a result of the extended check-in we had to cancel several of our plans. No valet parking in the middle of Boston was also a bit of an issue. The air conditioning did not work properly, which made for an uncomfortable sleeping experience. The room was very small, and the bathroom was tiny. We ordered room service for breakfast. They brought no condiments or silverware with breakfast. By the time we got in touch with the lobby and they sent some up everything was cold. We shared our experience with the hotel. We were contacted via email and told they'd applied a monetary credit to our card on file. After a couple weeks we contacted them back as we didn't see a credit. At that point we were informed that they weren't able to provide the credit, which they had previously said they had already provided. Never contacted us to inform us, just hoped we wouldn't notice. An absolutely horrendous experience all around.

I was a little skeptical based on some of the latest comments, but I have nothing but positive things to say. While checking in, I was upgraded to a larger room. The room was very clean. The bed was very comfortable. The shower was GREAT. Plenty of great restaurants within walking distance. I would stay here again.

was treated like absolute garbage by front desk. when I reported the tub was broken and asked for a different room, they just hung up. then, they refused to answer the phone until I called corporate, then started calling my room over and over at 11 p.m. with my sleeping child in here to berate me and deny my request to change to a functioning room. I tried to get the nicest room for my daughter's birthday, and instead, we got some janky room -- and even worse -- inhumane treatment by the front desk. don't waste your money here. it doesn't matter if you are willing to spend it all, they literally are paid to be rude to you here.

A good location of a hotel, staff are friendly and the rooms are made to a good standard. The breakfast is a good spread of variety and nice quality. You can access the prudential building from here, which has a lot of shops and eateries. Good views of South Boston.

Location is great. Rooms are small and dated, but clean and comfortable. DO NOT VALET with them! I have been waiting for over 30 minutes for my vehicle and they just keep saying, another five minutes. At $70 a day parking I expect my vehicle within 10 minutes of requesting it. Ps. There is a public parking garage right next door.

Their system is incredibly frustrating. The service was abysmal during my stay for a conference when I shared a room with another attendee. Despite booking for two guests and making separate payments, they repeatedly failed to confirm both guests on the receipt, making reimbursement a hassle. Despite multiple calls, no one seemed willing to assist me. Even when I requested to speak with the manager, the person I spoke to claimed to be the manager but was unhelpful. Unfortunately, the issue remains unresolved.

Booked this hotel for its central location to great shopping and restaurants. It didn’t disappoint! The mall is connected right on the second floor, Newbury street is just a block away, Copley plaza is also connected to the hotel. Overall, the rooms were clean, beds were comfortable, valet parking a breeze (but there is plenty of self parking in the area). The bon voy app is convenient as you can check in, unlock doors and check out with it! Great comfortable stay!

great location but terrible parking. You have to be careful not to pull the parking ticket when entering the garage. There is a sign at the entrance of the garage that is easy to miss especially in the evening but no sigh by the ticket machine. There is an attendant in the garage sitting without any sign. Once you pull the ticket, hotel staff will make you think that you are the only one that did that. you have to pay Prudential parking and the hotel will not reimburse you. this is after they charge you $52 already. Rude parking attendant and check in experience. will go to Hilton across the street next time.

The lobby is very sophisticated and has a good aesthetic to it. This isn't a big complaint because it doesn't affect everyone but the scent they have going through the lobby is VERY strong. I actually liked the smell of it but I get migraines with intense smells and because I had to check in to get my keys it did give me a migraine. Again, I know that isn't everyone but I wanted to note it. - The front service staff was super nice and were able to answer any question we had while we were there. - We did have an odd interaction leaving our room for breakfast. We hadn't packed up our stuff yet because it was about 9am and check out was 12pm. We went to leave the room and from all the way down the hall a housekeeper yelled "Hello! Are you leaving?" And we responded "Not yet, we will be right back after breakfast!" She then asked again "Are you checking out?" and we responded "Not yet." She then asked "When do you think you will be checking out? I need to clean that room" Which we responded we weren't exactly sure but we would be out by noon for sure. She didn't seem super satisfied with that answer. Just a very odd interaction. Felt like I was being pushed out. - The room itself was pretty spacious and even though our room was overlooking a roof partly you could also see the city. Beds were comfy and pillows were good. Bathroom was very small but had a good layout to accommodate the size. Only complaint about the room is that going up to the bathroom there is a small hump in the ground. I kept tripping over it when I entered and exited the bathroom. Especially at night. But overall room was good and I couldn't hear my neighbors or anything so the sound proofing was very good.

I loved this hotel! The tap water ran both cold and hot when needed. Rooms were clean. Air-conditioning worked fast. And the vent did a great job getting steam out of bathroom when 4 ppl showered back to back. Simple things made us very happy.

Likely the top hotel in Boston. The rooms are large and clean. The Charles River view is spectacular. The staff are without a doubt the kindest and most helpful I have ever seen at a hotel. Particularly Desiree from the Elite desk who ensured our needs and requests were met with speed and kindness. The cleaning staff are also extremely kind.

Rooms could use some updates. Otherwise, the location was perfect, plenty of amenities, pool area was awesome. The staff was very pleasant. The concierge man was very funny. Cleaning staff saw the so not disturb sign, but when I got back to the room, she insisted she take our trash for us and asked if we needed anything. That was great.

We had a great time here. The location is unbeatable and everything was clean/in order, we got a very nice upgrade (Titanium), and the staff went well put of their way to make plans line up. I drove up with my EV and paid for parking in my room rate. The Sheraton garage was full during our stay but I didn't need in/out privileges and they comp'd the cost of the attached public parking. That was great, I was expecting to have to argue for it but the manager was very understanding. I also wanted to use their EV chargers on the last night to get into 100% before the long drive, they were able to get the non-EV out of the charging space and I pulled my car in that evening and got a full charge as needed.

It’s one of the nicest hotels I have ever been, location is amazing, very clean. They change the sheets everyday. The staff are really nice, the rooms has really nice view. The only problem is that their bathroom are soooooo small that’s why I took off a star. Other than that everything is perfect and worth every penny

Really lovely hotel. I stay in Boston quite a lot. This by first time in this hotel. I really like it. I had an amazing sleep, need truly comfortable in the extreme. Couple of things not quite up to scratch for me. Bathroom a little tired. You know when the sealant around the bath is just not quite as fresh as it once was. No big deal. The worst thing was arriving late to find the lobby bar closed by midnight. And, to be honest, it doesn't really cut it as a cool trendy bar. They need to rip it up and have a rebuild of that bar.