The Newbury Boston

SS

Sarah Sullivan

2/5Google· 3 weeks ago

My friends and I booked a one-night stay at The Newbury to celebrate several major life milestones, and unfortunately, the experience fell far short of expectations. Before our arrival, I called the hotel to ask whether anything could be arranged in our room to help us celebrate. I was specifically assured that a bottle of champagne and a cake would be waiting for us upon check-in. Neither item was in the room when we arrived, and we had to call Guest Services THREE separate times before they were finally delivered. This completely took away from the surprise we had planned for our friend and was a disappointing start to our stay. Unfortunately, the issues didn’t stop there. The hotel was incredibly noisy, far beyond what I would consider reasonable for a property of this caliber. While some city noise is to be expected, listening to a neighboring room blast music until 12:30 a.m. and engage in extremely loud sexual activity throughout the night and into the morning is another story entirely. We had to call Guest Services twice before security finally addressed the music around 12:30 a.m. Even then, the disturbance continued for the remainder of the night, leaving us with very little peace or sleep. For a hotel marketed as five-star, I expected a much higher level of service, attention to detail, and guest comfort. Between the failure to deliver on a simple pre-arrival request and the lack of effective intervention regarding the noise, the experience was nowhere near what we paid for or expected. Honestly, I have received comparable service at a standard Marriott for a fraction of the price. The Newbury did not deliver the five-star experience it promises, and I would not stay here again. Not worth it.

TM

Trip.com Member

4/5Trip.com· a year ago

It’s a beautiful hotel. Room is nice and comfy. Location is perfect. However, service is terrible. Like a 3-star hotel. When we arrived, there was no doorman at the door to help with luggages. After a 24-hour door to door travel, we had to carry our luggages up and still no one offered help. Housekeeping was not a 5-star ranking standard. Bedsheets were not changed even on the 5th night I stayed. From day 2, we have to call front desk to replenish water everyday. If u don’t call, no water is replenish. A request of a kettle took 30 mins.We ordered a few packages from Amazon and Target, took them two whole days to check where are the packages. Called front desk 3 times, went down to talk face to face with front desk 2 times. Finally they found it and brought it to the room.

S

Shannon

10/10Priceline· a year ago

Everyone was so kind

AK

Ashutosh Kulkarni

1/5Google· 2 weeks ago

How do you explain a hotel charging 5 star rates acting worse than a cheap motel? You can’t. We stayed at the Newbury for 1 night and had to witness their absolute incompetence when the fire alarm went off at 2am. Fires can happen anywhere - that isn’t the issue. How they handled it was the issue. There was no one at the desk to address guest concerns. The entire hotel was assembled in the lobby (including a wedding party staying there) and the fire department had locked off access to the elevators. However there was absolutely no one from the hotel available to address concerns, next steps, etc. No updates, no information, nothing. No one. The night manager was nowhere to be found. For a hotel that charges Four Seasons rates, this is worse than a roadside motel. This is absolutely the worst run hotel in Boston. It’s a safety hazard given the incompetence of the team. Definitely not a place I intend to stay at in the future.

KP

Kameron Patel

3/5Google· 4 weeks ago

Not sure why my review was taken down. I stayed here via AMEX FHR for a few days and while not upgraded, got a corner unit. Bathroom was large but no ventilation, so it got very stuffy when showering. A/C was insanely loud but did not work. I slept with the windows open, which being early April was cold but better than a hot room. Gym was great, bar was great, I wouldn’t eat at Contessa if credits for it wasn’t included in my stay. Location is great. Can walk to both Fenway and North End.

CR

Cliten Rodrigues

5/5Google· 2 months ago

Had a great stay at the Newbury Boston for a business event. Location of the hotel is excellent being right across the Public Garden. Service at the front desk was okay but all other staff was excellent. All meals and hors d'oeuvres were very fresh and delicious.

TK

Tisha Krakowski

5/5Google· a month ago

My husband and I spent our anniversary weekend at The Newbury Boston. The location is amazing! Strolling down Newbury Street was beautiful. The hotel is clean and the rooms are comfortable and beautiful. The turndown service was a nice touch. We had food and cocktails at The Street Bar a couple times and the service was excellent. We also had dinner and breakfast at the beautiful Contessa. I would most definitely stay here again!

BM

Briana McBean

1/5Google· 4 months ago

I recently worked at The Newbury Hotel with a high-profile client and unfortunately had a disappointing experience with the hotel's front desk service. To start on a positive note, the valet attendants were incredibly kind, respectful, and professional. They handled themselves well despite appearing very overworked, with only two attendants managing what seemed to be a very busy operation. Unfortunately, the front desk experience was far less impressive. When I arrived, I waited about eight minutes to be acknowledged. After the front desk associate finished helping the guests ahead of me, she looked directly at me but still didn't acknowledge my presence. Thankfully, the gentleman working beside her stepped in, greeted me, and made sure I was able to get upstairs in a timely manner. The bigger issue came when the makeup artist I was working with arrived shortly after me. She experienced the same lack of acknowledgment but ended up waiting over 30 minutes before being allowed upstairs. This delay pushed us behind schedule with our high-profile client. Our client was incredibly kind and patient, but understandably frustrated, and had to call the front desk twice before they finally allowed the makeup artist up to the room. For a luxury hotel with the reputation and pricing of The Newbury, I expected a much higher level of professionalism, communication, and hospitality from the front desk staff. Delays and a lack of acknowledgment may seem minor, but when professionals are working on a strict schedule with high-profile clients, those minutes matter. I hope management addresses these issues so future guests and vendors have a smoother experience.