Hilton Boston Back Bay

I have stayed here every month for 5 years. I only come back because of the friendly bar staff and location. I will now be finding a new hotel to stay at every month. I am a diamond member who is supposed to receive complimentary upgrades and late checkouts upon availability. This hotel pretends like they have neither every single time you stay. They tell you to check back in the morning for a late check out but they can't even tell you what time the morning is and then when you do check back in the morning they'll tell you that they've already honored too many late checkouts and it's not available anymore. They tell you they can't give you an upgrade because the hotel is sold out but when you go to check in for a room there are 10 rooms available on every single floor for paid upgrades which means they aren't sold out. I messaged requesting an upgraded room for two days straight and they told me it wasn't available, and then I sat next to someone at the bar and they just randomly told me that they checked in at 2:00 that day and that the hotel upgraded them complimentary to a room that they told me was not available that I had asked for several times. They do not care about loyalty at all. I've stayed here once a month for five years straight and they act like they don't know me every time I come back. The hotel is extremely dark and outdated. The bathrooms are old and rundown. You can only have either AC or heat depending on what time of year it is. The hotel is not able to switch back-and-forth whatever it's set to is what you get. I find hair that is not mine in my room often when I check in. The rooms and hallways often smell like weed. There is a destination fee that gives you a credit to use either in the restaurant, bar, or hotel shop, but the staff does not tell you about it cause they do not want you to use it. The hotel also recently changed what you can use that credit towards which is many things that most people won't use because they know it is saving them money. It makes me very sad to have to write this review but I have reached my wits end with how they treat me. I love the bar staff and the manager that works with them, but the rest of the staff for the front of the house is incredibly unhelpful as they abide by non typical Hilton rules. I'm not sure who the actual owner of this hotel is but this particular hotel does not function like a normal Hilton hotel at all. Hilton should I be ashamed to be associated with them. I travel multiple times a month for work and personal all throughout the year and I am not aware of any other Hilton property that acts like this. Incredibly disappointing..,.

Stay was ok. Room is very dark-dark panels, dark carpet, and lights didn’t exceed 45 watts. Room wouldn’t get below 75 degrees F. We had to open the window to cool room down, but then suffer the continuous sirens, vehicle horns, and people yelling. Cleaning staff was helpful but the service desk staff acted as though we were bothering them. For the expense of the room I would expect more from Hilton. No ice machine, nor coffee/tea in lobby. Only had chamomile tea in room. Walked across the street to Four Seasons for Concierge assistance and she said we could enjoy the complimentary Coffee/tea area. Intermittent Power outage on Wednesday night for about four hours. Front desk wouldn’t talk about it. We were on the upper level and no elevator service. Felt like a captive as we are not able to easily traverse that many steps. Probably will not stay here again.

Location was great. The room was nice but seemed like little things were not taken care of. Soap dispenser in the bathroom was falling off the wall, so was the safety latch above the door. The light over tv kept going off for some reason. It was clean and all that but disappointed with attention to details. The bar service in lobby was good.

My wife and I stayed 3 nights over Labor Day weekend in a corner room (all rooms ending in 05 are corner rooms), and we were very pleased. The room was spacious and included a comfortable settee as a place to lie down or sit other than the bed. Bathroom was a bit cramped but more than functional, including a shower with strong water pressure. The view of the city from our room was beautiful. Interior decoration is heavy on the blacks and grays, but not a big deal to us. Bed was fine.||All the staff we interacted with at the front desk were very nice and efficient. Breakfast was good but very pricey—maybe that’s just Boston. (There is a cute and lovely coffee shop right across the street as well.) In the lobby, they provide a big jug of fruit-infused water with cups, which we partook of often. Boston is a very walkable city, especially from this hotel’s excellent location, so people are going to come back a bit thirsty even when it’s not that hot outside. Great thinking to provide that water.||The one big caveat is that this hotel’s HVAC system can provide only either cold air or hot air at a given time of year. We went in late August, so we were safe because cold air was available. But if you are at all like me and need a cool sleeping environment, then DO NOT stay here in the early spring before they shift from heat to AC. I never use heat in a hotel room, but if you tend to, then similarly beware of staying here in the early fall before they change over to heat.

Every time we are in Boston this is where we stay. We have been staying here since 2008 and although the staff has changed through the years the staff is always friendly and helpful. The hotel is quiet and clean even when you stay at a peak time. The restaurant is great for breakfast and dinner and that staff is terrific too. If you are lucky you will meet Kevin the doorman/ bellman who has been at this hotel for 31 years. I look forward to the next time I can stay at Hilton Back Bay.

This is my preferred hotel whenever I’m in the area for work. Rooms are clean and fairly large, decor is “modernish”, staff is polite and accommodating. But I especially love the proximity to the Dunkin lol. Lots of other good eateries around of course however the Berklee College of Music is close by so they tend to be flooded with college kids. Parking is expensive so keep that in mind.

Great location, but almost everything else fell short. For the price, I expected a much better experience. The hotel looks modern at first glance, but once you settle in, the flaws become obvious. The overall vibe is cold and uninviting—lots of black and dark grey decor that makes the space feel more like a corporate bunker than a welcoming hotel. There’s no pool, which was disappointing, especially for a hotel of this size. There’s also no real restaurant—just a limited bar menu with a few overpriced options. My room was dated despite the sleek lobby. The carpet and furniture showed wear, the bathroom smelled musty, and the loud A/C made it hard to sleep. Housekeeping even skipped our room one day, and the front desk wasn’t exactly apologetic. The rooms are very small and the 2 bed rooms only have double beds which makes 2 people per bed uncomfortable. One especially odd detail: the only ice machine is on the lobby level. For a multi-story hotel, that’s just inconvenient. Some staff were helpful, but the service felt inconsistent overall. If you're paying premium prices, you’re better off booking somewhere else unless this place gets a serious refresh.

Hilton Boston Back Bay is a large, well-located, slightly aging hotel in the Back Bay area of Boston. The location offers free access to many local sites, restaurants, and bars, which is a big plus. The rooms were clean, spacious, and comfortable. During the evening it was quiet and the higher floors offered nice evening and morning views. The hotel has a cozy lounge frequented by hotel guests with a nice selection of wines and other drinks ⚠️ The cost of parking was $69 a night in Oct 2025, so this pricing should be considered if driving. Overall a solid, slightly pricey option, if focused on the hotel’s central location and walkability.

Pros. Location to Fenway. Service. Clean. Cons Dated. Overpriced - even for Boston. Small Bathrooms. "Resort" Charge. $30/night and is basically a scam. $10 for food (a pop is $7 and a beer $13) so can't really use. $10 for package handling (aka if you get something delivers) is free at every other hotel to begin with. $15 for dry cleaning (not practical at all especially Dina short stay). This is just a scam for them to make more money and call it something else. Just be honest about it and charge more for your already expensive rooms. Plenty of other hotels in this area or downtown for the same or cheaper price of much better quality.

I had a two night stay at this property. It has a good location just off of the busy Huntington Ave and very close to the Prudential Center. The lobby isn't huge but has a bar and seating area. The restaurant is on another floor. A little thing but the elevators here are programmed to return to the ground floor so there was always an elevator waiting at the lobby. Loved that. My room was on the 25th floor (chose this room using the Hilton Honors app) and had a great view of the Charles and Cambridge. The weather was perfect so I was able to leave the little window cracked open. There was some street noise but 25 floors up it wasn't bad at all. I really dug the room. The furnishings and walls were dark and I really liked it. All of the furniture was comfortable and the rooms were spacious. I had breakfast in the restaurant on my departure morning. It was good. I wouldn't pay the full price but I had a F&B credit with my Hilton status which brought it to $13 which was reasonable for all the hot items and continental items. This could have been a 5 star review I had water pressure/temperature problems. The sink and the shower would...sputter and wouldn't stay constantly on. I'm not sure if this was just due to being on a higher floor and I didn't report it. It didn't ruin the stay but it was annoying to be sure. I'd definitely stay at this property again. The location was fantastic. Close to a T stop and plenty of F&B options nearby.

Overall a 3 star hotel. 2 stars when factoring in cost. I recall staying here many many moons ago and remember thinking the room was wonderful and the view beautiful but something has definitely changed. I splurged and used all of my HH points to cover the $450 one night stay. Had I used actual $, I would have been piiiiised. Everything is just old and dated. The bed squeaked under my weight and the mattress was definitely not what you expect from a Hilton. The view from 1517 was not great, so aim for the other side of the building. I will say this is the first time in years that I actually walked in to the comp waters in the room (at least in the US). So that was nice. Overall a disappointing experience.

Loved it here. Clean and cozy. Close to Fenway and mgm concert hall. Would definitely be staying there again when I go for another concert or ballgame.

DO NOT STAY AT THIS HOTEL Checked in on a Friday evening. Took a shower and noticed peeling paint on the ceiling, leaking ceiling when you turned on the shower, brown stains on the walls, no hair dryer and lack of towels. a/c was non-existent and when I tried to turn it down, even at 61 degrees the room was sweltering. Called for room service, and was told it would take fifteen minutes. Called after twenty and they had forgotten to place the order. Called the operator to complain about the room, but after five tries gave up because the operator never answered. Would have gone to the front desk, but was waiting for the room service! Checked out a day early because of the truly disgusting bathroom and lack of any sort of service. When I was checking out another guest came downstairs to complain about his shower and he said, "Our shower turns off and on intermittently and when we do get water, we get black sludge." I also complained and the manager gave me *half* my points back. NO ONE should have to pay points OR cash for stay like this. As a Gold Member and Hilton Honors client, I emailed Hilton Honors and was redirected to the hotel- never heard from them. DO NOT STAY AT THIS HOTEL.

This is a great Hilton property: fabulous Back Bay / Pru location, large rooms, beautifully decorated, nice bar and restaurant, and helpful staff. Not much more you can ask for out of a hotel experience, especially given the fairly average price point (at least on the Monday when I was there). My room came with a mini fridge which is always a huge plus for convenience, and I also appreciated the cozy bed. Elevators were speedy, and you truly cannot beat the location. I ordered room service after my event and it came quickly and was absolutely delicious. Would recommend the chicken BLT and did not find the prices for food to be too outrageous. Have a wonderful stay!

Very rarely do I say this, but I am very surprised this is a Hilton property. I can only assume it is an old property, not only does it appear very dated, but it also provides no recognition to Hilton Diamond Members. Spacious rooms yes, but the bathrooms can only handle one at a time and mine came with an uncomfortable bouncy house shower, which is not a good thing, especially since I had an ankle injury. Either the bathtub was sitting on top of a marsh, or the floor below is actually rotted out and potentially full of mold. I can only imagine what is under that tub. A very disappointing Hilton property. Cheers!

I have been to many Hiltons and this is borderline a motel. Service is not good and they do not treat Diamond members well like every other Hilton. The shower heads are very cheap and look like they need to have been changed 5 years ago. They also sent security to my door because of internal hotel miscommunication on late check out.

My stay at the Hilton Boston Back Bay got off to a rough start. I changed my room and it took a day for the Hilton app to reset and figure out what my room was. So, that left me standing in the hallway and needing to go back to get a key card. The gym is well-equipped. Hilton is putting Peloton bikes in each of their hotels. It was nice to try one out, but I'm not going to buy one. No dis to Hilton, though. In addition to the bike, they have treadmills and steppers and free weights and systems. As I said, it was well-equipped for a hotel gym. Although the digital key issue was resolved, I still couldn't get into the gym. Good thing I had that physical card. The menu at the Lobby Lounge wasn't extensive (though it was expensive) but I was able to find something to eat at the end of my long days. Don't stay out too late; the kitchen closes at 10pm. The spinach salad was great! I prefer a dry salad, i.e., no dressing, and it had enough different ingredients to have a nice symphony of distinct flavors with each bite. All of the staff from the moment I checked in until when I checked out were great. I'd stay here again.

Be aware of the no cancellation policy. I booked a room a few weeks in advance, a week before my trip I fell ill and had to be hospitalized. I booked through Expedia so I notified them that I had to cancel. They advised me that this hotel does not give refunds.

Friendly front desk staff, they stored our luggage until check in as we arrived early. Convenient location to Newbury Street and Fenway, there's also an Old Town Trolley stop right outside. The room itself was okay. Bed was comfortable. Bathroom is tiny. The drain in the shower was slow so there was always a couple inches of water in the shower. The room hadn't been cleaned well since the prior guests, dropped my phone on the floor by the bed and in picking it up found a couple of pens and a bottle cap. Could hear a fair bit of noise from other rooms/hallway.

I've been on this property a few times with good success. I'm surprised by the overall average score. Upon arriving by car valet will park and assist with bags. Staff was friendly. It's a pay to park of somewhere in the $50 per night. It's been months so please do check. It's pricy but all area hotels downtown are similar. Check in professional and friendly. My Diamond status recognized and two bottles of complimentary water provided. The lobby is nice which adjoin their restaurant which I never tried. Last visit my electronic key worked. My double was prepared with curtains open and a city view. Bathroom had necessary supplies and was in good working condition the three days. Housekeeping never entered the room with COVID policy of three or more day stay. The hotel offers full amenities such as exercise room, pool and full service restaurant and bar which I did not take advantage of. Also a nice gift shop which I did check on a day. I really liked the Back Bay location in Boston that allowed me to stroll to many places on interest. Tons of shopping and restaurants block(s) away. My favorite across the street for breakfast was Flour. Get there early for their incredible one of a kind donuts. A good value for an out of season date. The location is fantastic. Look forward to the next one.

Service and amenities killed by the low rumble from the 3 elevators going up and down all day and night. I've only had one other hotel where the elevators were constantly heard. Our room was on the 18th fl facing the city - not near the elevators. No idea why it's so bad here. No coffee available in the hotel early morning. DD 2 blocks away. It's the little things.

This is the loudest hotel I've ever stayed in. I got in bed at 10pm to have a hard time falling asleep because I could hear every toilet flush from the rooms above and around me. Worse than that, I was woken up at 1am by a super loud humming sound. (Video included) This video doesn't even portray how loud it was. I called to the front desk and after about 5 minutes of ringing, someone told me that if I come down in the morning, they would switch me to a different room. In the morning, I packed up and called the front desk who said they are sold out so I cannot be moved and their hands are tied. Not so much as an, "I'm sorry the night shift told you incorrect information." Also, the fitness center is in serious needs of updates. It feels dirty and broken down, like they took a space that used to be a rooftop deck, slapped a greenhouse roof on it, dirty, and threw workout equipment in it. It has potential, but definitely needs some work. I don't know if it even has AC. It's hot.

My son and I stayed here two nights and were impressed! It is a great location off of Dalton and Belvedere. We had no problems getting Ubers. Boston Logan Express drops you right behind the Prudential Center nearby and it is free from the airport. Rooms were comfortable, clean, and surprisingly quirt! Staff were exceptional and friendly. The Backbay is a fun area to explore walking. Amazing architecture, great restaurants, and shopping too. Wish we had more time here. I'll be back!

The hotel is a bit dated and can certainly use some renovations/beautification. That said the hotel team members, from the front desk to the servers, were incredibly helpful and upbeat. The location is incredible as it's within easy walking distance to the Prudential Center and shops/restaurants on and near Newbury Street.

We spent a week here and I have nothing negative really. It's a hotel so drink prices at their bar are high, as is room service and restaurant food. The location is not close to all the tourist stuff or the water and that's precisely what we wanted. The building is very nice, staff is great, rooms very comfy with everything you need. Be advised of traffic if you drive. Narrow one way streets and a lot of ppl. We didn't drive but that's what I saw. To avoid the hotel food prices we sometimes DoorDash our food. If you do that, be damn sure you have the HOTEL address in your dash app for delivery location before completing your order! Sorry, I stopped taking pics of hotel rooms mostly, so just the one from the outside entrance area.

Stayed along with a friend for five days in August. Paid for half the stay with my card but after I got home, despite what the receipt says they charged me twice as much. Tried to call 3 times. In various stages as they transferred me away from that hotel to an apparently national billing issues department I was disconnected. I am not amused and am upset that they have charged me an extra $900 and I can't get through. In addition, concierge service is useless. They contract it out to a local hop on hop off bus company so you know what the recommendation is. Third complaint: when you check in they tell you that in addition to the room rate there is A $40 daily destination fee. At this point just not happy at all. Guess I will nEed to go my fpcredit card company to dispute charge. Very unhappy!

I'm knocking off stars because of the guy from housekeeping who was pounding on my door yelling about immediately checking out even though I'd confirmed late check out with a manager. Treated me so rudely he put a stink on my overnight, waving some list in my face, ridiculous, RELAX - it's check out not a crime spree. Otherwise it's a good hotel. Big rooms, great views, convenient location, near public transport. The tv was big and so was the bathroom. The bed was comfy. Nice products and I got a nice rate. I wish there was coffee in the lobby. Maybe I couldn't find it. It was eerily empty in the lobby and bar area. Maybe it's seasonal. A sort of sterile corporate feel throughout. Also after sitting on it noticed there was a creepy brown stain on the chair in my room which I hope was coffee not poop. Swear it wasn't mine, either of it.

Long time Hilton Honors members that are very dissatisfied with the service at this location. Use caution when considering this Hilton location. My wife called Hilton Back Bay this evening to inquire about modifying an existing reservation next weekend (booked through Hilton, reservation permitted modifications 3 or more days prior to the stay). She was informed that while it was more than 3 days from the start, the reservation would have to be cancelled and re-booked and the hotel could not guarantee the same room type when re-booking. The receptionist advised that the only room they could guarantee would be a king suite for $800/night if the reservation were to be cancelled. My wife then asked to speak with someone else to explore options that did not involve canceling the current reservation. A manager then took the call and told my wife her reservation had been cancelled. When advised that she had not requested a cancellation and merely inquired about modification, the manager said to call back later and hung up the phone on my wife.

Stayed here for a conference, so got a discounted rate. The location was really great, across the street from the convention center, and lots of restaurants and activities around, even close to Fenway. My room was only so so... Lumpy bed, couldn't get it cool enough, and terrible water pressure. Mixed bag of a visit.

Convenient location in the back bay area. Within walking distance to historical sites and fenway park. They offer a parking garage at a fair rate. Only con, no breakfast in restaurant downstairs. However several options within walking distance

Hilton Lifetime Diamond member. Did get a modest upgrade. On check in, it was so loud do to a musical event there all week, it was hard to hear the employee at front desk. Too loud in the restaurant so we opted for room service. Food was fine however it was delivered in a to go container, plastic utensils and plastic containers. Safe didn't operate. CallEd twice first night. No response. Called second day, third time got the safe fixed. Hotel manager sent a text twice asking how the stay was going and asked if okay for them to call me. They never called. Stay at the Sheraton across the street. Sheraton has a better lobby, restaurant and on-site concierge (Hilton referred me to the Sheraton).

Awesome place to stay. The only place I will stay in Boston. The staff is superior, friendly and helpful. We never had any problems. Easy access to the area and airport.

You'd think because Hilton Back Bay checks off my two must-have criteria -- cleanliness & a great location -- that I'd automatically give them a glowing review but their poor customer service makes their positives almost inconsequential. I'd rather take my chances with the myriad of other hotels in Back Bay that are also close to Newbury & Boylston Streets, Public Garden & Boston Common, Prudential Center & Copley, Fenway. I already reviewed the rude service at their restaurant bar that see-sawed between neglectful & hostile. I won't list all my grievances but the two I can't let slide: leaving our bags on the counter instead of putting them behind the desk while waiting for the bellman (who was the only nice employee) to lock them away; there were crowds of guests, anyone could've swiped our bags without notice. We were told to check in with the front desk after 12:30pm to see if our room was ready & when we did, we were met with impolite, unpleasant responses, as if we were an annoyance. (I'd never be rude to a hardworking person in the service industry, so trust when I say, the issue was not me.) Does everyone working at Hilton Back Bay wake up on the wrong side of the bed every single day? I'm not willing to find out. Staying elsewhere next time I'm in the area.

This is a highly problematic property. It's on the border of a couple of sketchy blocks, and this results in an ENORMOUS amount of construction noise at all hours of the night. Listen to video for a sample. If you are facing the river, you WILL NOT SLEEP, not with ear plugs, not with a noise machine. It's shameful that they sell rooms, frankly! I would have sooner stayed at a youth hostel. And I'm middle aged.

Great location, never-ending the room buzzing throughout the night, rather soothing...

We absolutely loved this hotel! The location is perfect, close to Fenway, shopping & public transportation. We got connecting rooms because we were traveling with teenage children. This was the perfect set up. The rooms were spacious and clean. Speaking of clean, the maid service was exceptional! We were only gone about 3 hours every morning before coming back to freshen up. Each time our beds were made, trash removed and new bottles of water were placed in our rooms. The staff at the lounge were friendly and the food was good & fast when we needed a late night meal. Overall, really great experience. I almost never leave reviews but I saw some negative ones and felt compelled to share our positive experience!

We checked in in late afternoon and were assigned one of the rooms with the curved wall of windows at the corner, which was very nice. The room was comfortable and mostly well appointed. There was a discrete fridge to keep our leftovers cool but no microwave to warm them. There is a safe which we appreciate. The Wifi was an issue. We could only get some of our devices online. Even though there is a chat available that specifically lists Wifi support as a service, when you actually use it it tells you to call the on-property people, and they were less than enthusiastic about resolving the issue. One issue is that my husband had the room booked through work, so was unable to log in to my existing Hilton account as part of the log-in process. Instead it forced me to create a new Hilton account. Annoying. Apparently there is paid Wifi but I have no idea how to get to it. The gym was large and well appointed and maintained. But I noticed the indoor pool was drained - this is not mentioned anywhere on the Web site. I had even brought a suit for this purpose. Location is great, close to the Hynes Convention Center, and there are many interesting restaurants in the area.

I'm back! So, I haven't been here in a few years... they've remodeled the lobby & the rooms. The lobby looks really lovely. The rooms... I'll get to that in a sec, Starbucks is gone and replaced with a bar. The elevators haven't been remodeled and so the hold clashes with the new color scheme. The rooms: Nice, dark, very modern. The bathroom wasn't well thought. The vanity light is blinding. It really needs a dimmer. The light is so bright, it irritated my eyes and gave me a headache. Luckily, there's a base light to the vanity. It illuminates under the vanity. That's what I used for my stay. It was enough illumination for me not to stub my toe but I was pretty much in darkness. The shower hasn't been retiled or updated so it clashes with the design. Also, the shower only gets tepid. It's winter, I need hot water! Please turn up the water heater. The room is lovely as I said. Plenty of outlets and USB ports. My biggest grievance is the chair to the desk is a basic side chair. That won't work when I'm trying to work at night. I need an ergonomic office chair that adjusts. That's what they usually have. I didn't get to work (I'm here on business) in the room because I have back issues and the chair is insanely uncomfortable. The executive lounge has the upgrade I mentioned in my previous review and it's holding up well. Apps are still served, along with cold/hot beverages. The cookies and brownies are still not offered. Still not happy about that. The room service menu appears worse than before. Lamb lollipops were removed as were the heirloom tomato & goat cheese salad. Nothing appeased me, so I didn't partake. Aside from the aesthetics, I was checked in at about 1am by David. He thanks me for being a Diamond member and then requests my credit card and ID. I was too tired to argue, although insulted. We exchange pleasantries, I am handed my honors waters & room key and am off to slumber. As I enter, I'm videoing to show the room update for this very review. I enter in the bedroom area only to discover I have double beds. I requested a king bed. It was never communicated that they had sold out of King rooms and put me in an alternate room. I call to inform and he apologizes and offers to move me the next day. I decline. He calls back apologizing again and offered points (for my inconvenience) and offered to move me the next day. I accepted the points & declined the move. Given I'm back next week, I'd like my king room to be honored plus an upgrade to a suite with a great view. Staffing and service here is different than I remember. Not bad, but not overly exceptional. I like the area, and this is close to MGH so, I'll be back.

Really no in-room amenities for the price point. Our room was very hot, and we were very uncomfortable. We asked for a fan or something, and we were told they don't have any. But, they'd call an engineer in the morning.

So the Copley has been in my family for decades. Birthday Tea, Easter breakfast. It was our Occasion place with that capital 'O'. But it's changing. I guess I would now call it the Eye-roll place with a capital 'E'. I was feeling eye-roll singled out for my white hair until I realized that several reviews mention the eye-roll. Ok, so the issue. My server was over eager and over helpful and put in an order that I hadn't ordered. Normally this would be a laugh and it would get sorted out. But no, he insisted I ordered 25 Brussels sprouts for my lunch. I apologized and said fine I like them, I'll eat them and they're healthier than a burger. He insisted that I had ordered them. I said no I hadn't but I'd eat them because, clearly, his heart had been in the right place. He flounced, yes flounced, eye-rolled and said whatever. He was 40+ years old. I didn't know that anyone over 17 still eye-rolled, much less flounced. Oh well. I paid but left without eating the Brussels sprouts.

Wonderful room, very clean. Front desk staff were very helpful. The hostess that worked at the breakfast place was very rude and unhelpful, sending us away without explaining why.

This is the worst Hilton I've ever stayed at, I can't believe as a Honors member I was treated the way I was. The check in was a nightmare, my room was so dark I couldn't see anything. I tried to go to the bar to use the daily credit( the one they don't even tell you about upon checking in) and before my bottom could even hit the seat the bartender rudely announced "sorry we're about to close" I looked around at the 3 other people at the bar eating and drinking and the 4 other parties eating and enjoying their meals in confusing and asked if they were closed yet which she just looked at me and said not yet. I guess I just wasn't welcome to dine there so I just went up to my room and ordered Ubereats. Ridiculous.

I am a diamond member. Former Hilton employee. I WAS loyal to Hilton and am just disappointed. Hilton quality and service has drastically declined. I reserved this room for vacation, called in advance to ask for early check in due to red-eye flight. It is 2:07 pm and the front desk refuses to give me ANY room. This is why I will never stay at this hotel again and am switching ti Marriott.

I had an unforeseen medical emergency and I was not able to travel even though I was checked in. I am a Diamond Member so I asked as a courtesy if Hilton Back Bay would waive any cancellation fees. Sidneia (the Manager) was hard to get a hold off and I had a suspicion she did not want to talk to me after she denied my request. After several phone calls and waiting on the phone for 40 minutes. I finally got a hold of her. I explained my situation and I mentioned my status and how much I travel and that I was asking for an exception. I mentioned also that another hotel had waived the fees and Sidneia told me this was not an ongoing thing. I had to explain to her this was an emergency, i.e. unforeseen circumstances. I asked for a reason for denying my request and she said she did not have time to deal with this. I asked again for her to waive the fess because I know it was up to her. She started to talk back to me and talking to me in a sarcastic rude manner. I have another year of travel into Boston and I will make a point to NOT ever stay at this location. Sidneia has no interest in customer service. She should not be in this industry. In my years of traveling with Hilton I have never ever been treated this way.

Upon check in, I'm met with a customer service representative that appeared to not want to be there. I informed her I was checking in for 10 days, and was met with an sigh and an eye roll. I thought "okay, be the better person", so I attempted to make small talk with her, asking about the past weather and itinerary of the weekend and she responded with short one liners. She hands me my keys and mumbles direction towards the elevator. I get to my room and was pleasantly surprised and happy with room. The room was moderately sized, with an AMAZING view of the Charles River, Fenway, Cambridge, and the two Main Streets. The drawback to the room was, the floorboards and corners of the rug were dusty. I utilized their gym while there. It was spacious, but with older treadmills. The ventilation was poor! Hello Covid!!! Some people complied and wore mask , some not so much. Since there was a patio attached to the gym, I used that area for my strength training. I found the housekeeper in charge of the area sitting around, and on her cell, not really maintaining the gym. Again, lots of dust balls to be found on equipments, baseboards and flooring. My husband and I used the bar in the evening, after returning from dinner or baseball games. The bartenders were attentive and engaging. After visiting Boston for the past 9 years and staying in an upscale hotels, I'm a bit disappointed. The hotel should be maintained and kept more clean than I observed.It's not about the the glitz but the aesthetic and cleanliness of where I'm going to call home for 10 days. And, Boston is a tourist town, the customer service reps working the desk needs to learn how to interact better with the public; maybe some in-service's or courses would be helpful. The location and the views made up for the poor house cleaning. Boston has my heart, ALWAYS, but The Hilton, not so much.

The customer service at this hotel is by far the worst I have experienced at any I have stayed at, and I travel a significant amount. I come to Boston frequently and will never stay at or recommend this hotel due to the horrible treatment of guests. STAY ANYPLACE ELSE!!

The location is convenient, pretty easy to walk to colleges, downtown, shopping malls, restaurants and subway stations. The room is spacious and clean. Wifi is fast. Maybe Boston is back to normal, house keeping is an everyday routine like in the old day. It is the first hotel I stayed since COVID broke out that offers daily house keeping services without requests. There is a $20 credit per day a guest can use in the hotel. It is not usual for hotels so guests might not know it. The front desk is super busy. The chat function on the Hilton app is unavailable for this hotel. Don't stand in line to talk to the front desk. It is such a long wait. It is better to call them. There is no business center in the hotel. The good thing is the bar on the lobby level is closed during the daytime, so people just use it for work and social. The swimming pool is closed during my stay. There is no lounge for Hilton members either.

I have stayed at this property a countless numbers of times. Also a longtime Diamond Member at Hilton. I experienced a weather delay on my flight and asked to postpone my reservation a day. After a Hilton Rep reaching out to the front desk, that morning asking to for the change, they refused and I will be charged the full amount. This is ridiculous !!!! I was not trying to cancel, just push off a night due to air travel. The hotel also is slow and has plenty of rooms. No wonder !!! You just lost another repeat customer. Moving all my business to the Sheraton across the street. Much better property. I suggest you do the same ...

This hotel stole over $6,000 from me and my family. They took my CC for Incidentals only. I checked out on 10/13 with a zero balance and was charged over 6,000.00 to my credit card a month later. DO NOT given this hotel your Credit card. If you do in order to stay there make sure you cancel it immediately. They will use it to make charges months down the road.

DO NOT STAY HERE. THERE WAS BLOOD ON MY SHEETS. YOU CAN CATCH DISEASES FROM THAT. I am completely disgusted with the unsanitary standards they have here. I complained to the manager, SIDNEIA, about the sheets and while she admitted that it's completely unacceptable to have sheets like that she said she'd have to get back to me for a solution. Later she called to offer a free dinner. Why the hell would I want a free dinner from an unsanitary hotel? The first night I stayed here was through points that my "Hilton honors" friend, Greg, provided. I'm on vacation so I decided to book an extra two nights. Hilton's employee, JORGE, told us to book through a third party for a better rate. I went through Hotels.com, paid $550 in full. Once I noticed the blood I obviously wanted to go to a different hotel. I was told I wasn't guaranteed a full refund based on the HOTEL POLICY. I decided to speak to the general manager of the hotel, DOUG KOENIG. He walked to the room with us to look at the sheets to make sure there was actual stain. Once he looked at it he literally said, "I've been working here for years I know what blood stains look like, this is fresh, it's better you guys part ways with the hotel." I'm on vacation here, a paying customer, why the fuck would I waste my time complaining about this if it was my mistake or wrong doing? I wish I would've recorded the incident. He was so DISRESPECTFUL and his mannerisms were aggressive and he actually said he was an expert in blood stains. How the hell is a manager at a hotel an expert in blood stains? HIGHLY DISAPPOINTED IN THE CUSTOMER SERVICE AND LACK OF SANITATION HERE. STAY ELSEWHERE.

A $25 a day "Mandatory Fee" that's not in the price of the hotel on the Hilton app? You must be kidding me. Stop with these shady tactics to obscure the real cost. Shame on you.

DO NOT STAY HERE! This hotel is so disgusting. Blood on sheets! BLOOD!!!! No fresh towels, bathroom toilet disgusting! When talking to the Manager "Doug Koenig" he became a forensics specialist and said it was fresh blood" and blamed me! He was so disrespectful in every way possible. Literally arguing with me a paying customer which I paid over 500$ Then proceeded to tell me to part ways with hotel. And wouldn't give me a full refund back. This place is a joke and anyone on vacation or just looking for a hotel should never consider a stay here. I took the loss, and booked the rest of my stay at the Lenox'. I honest travel so much and can't tell you how bad this hotel is.! Let alone the people running this hotel. An absolutely disgrace to Hilton! Christopher Nassetta (CEO) clean this damn place up! Starting with Doug!

I would give zero stars if I could. Terrible customer service and you do not get your honors points if you book through a third party, say your airline website? Got charged $60 for some fee and they said since I did not use the food credit I got charged $60. When I checked in, no one told me about it. Will NEVER stay at this Hilton or another Hilton again. Place was shabby, run down, and service was awful.

Stayed here for one night and I was satisfied. We didn't spend much time in the room, but when we were there we thought it was great. The bathroom was clean!!! My one thing when I stay at hotels is that I need to have a spotless bathroom and indeed I did! The staff was very nice, but being a diamond member you would think they would have done more to make you feel welcomed. I was a bit disappointed with the breakfast. Diamond members are supposed to be given free continental breakfast, but now in order to get breakfast you have to pay a fee. You would think they would put a little something together for diamond members, but I guess not. Overall, I mainly give this 4 stars because location and cleanliness. There is so much to do around the hotel that you are barley in there! If you are going to Fenway or want to be in walking distance of Newbury Street this hotel is the perfect place to stay.

Front desk not too friendly, just flat. Rooms are clean and tend to your room throughout the day. What is so complicated about having Large Ice Cubes for hard liquor at the bar? It's just frozen water.

We stayed here 3 different times, while visiting our son at school. Each time, we thought the beds were uncomfortable. I don't know why it took us so long to realize this Hilton was not like the others. Anyhow, this last time, our son got up at 3am to go back to his dorm because the bed here was so uncomfortable. You know it's pretty bad when a dorm bed is better than a hotel bed. Then, to add fuel to the fire, we found the previous guest's used false eyelashes stuck on the bathroom counter. We didn't find them right away because of the black countertop in the bathroom. We are Diamond members and stay exclusively at Hilton's. However, needless to say, we won't be back here.

Overall I had a good experience at the Back Bay Hilton. All of the staff were friendly and accommodating (I checked in at 12PM and also did a late check out a 2PM the next day) and everything was very clean. Exactly what I needed for my one night stay in Boston. Breakfast - The place has a nice complimentary breakfast. The hot food costs extra but I thought the complementary spread was enough. I had coffee, hard boiled eggs, fruit, and yogurt (not pictured). There were also bagels and a few other items. Lighting - I saw some comments below that the rooms were a little dark but found that it was nice not to have those incredibly bright overhead fluorescent lights. There were ample lamps if I wanted more light. Additionally, the bathroom mirror was fantastic. The picture isn't great, but it was about 4 feet across and the circle light made it great for putting on make up.