The Colonnade Hotel Back Bay

A brief horrible experience turned wonderful

10.0

I just competed my stay at the colonnade. I would be remiss in not expressing the service I received upon check in at this hotel. On April 4, My initial encounter with, a representative who shall remain nameless was nothing short of disappointing. Upon check-in, I kindly asked that representative to please check if there were any available rooms for an early check in - little before 3pm. Check-in is at 4. I do understand that there is no guarantee for an early check in. In this case is even offered to pay for an upgraded room because I had an event to get ready for and I am always late so I truly wanted to get a head start to get ready. I have traveled the world and I know that there are always rooms that are ready and cleaned prior to the exact check-in time. This representative told me “No” I’ll give you a priority check in but just come back at 4. I asked how is this priority if you’re telling me to come back at the regular check in time and was there any way any room could be ready any earlier than 4? She told me no sorry. She even agreed that I should start getting ready in the lobby bathroom and told me next time I should book another night. I said book another night to check in just an hour later? Then she told me to come back when the manager is there in a few minutes at 3pm. I then walked over in the lobby and began calling other hotels I could go to because I felt so unheard, dismissed and unseen. It was my plan to try to cancel this stay and go anywhere else. But when I went back to the front desk to check for a manager an angel named Lilly was there at the desk instead. She asked me what the issue was and she jumped in to try to help me. She was like a shining star in darkness. She promptly looked into my issue and handled the situation with such grace and compassion. Lilly deserves a raise and a promotion. And then when I got to my room and had trouble with my key, Katerina in the 7th floor stepped in to help me! Lilly and Katerina are an asset to this hotel. The hotel is clean and my room is just what I needed. I had a wonderful time. Had it not been for Lilly, I would have fought to cancel my stay and go elsewhere and I would have left a 1 star review. Please promote Lilly!

Top notch customer service!

10.0

The Colonnade was filled with positive, helpful staff throughout our stay and provided an excellent environment and food for our conference experience. Bonus? The ability to tip housekeeping via Venmo (I forgot my cash)! Really great stay!

Door service

10.0

Norman was amazing, delightful and pleasant. He instantly made my day better with compliments and feeling as I am the only person in the building.

Great location

10.0

This was a great hotel in a great location. The room was bright and airy. I love the floor to ceiling windows. Beds were comfortable. Lobby was relaxing to work in. The cafe room was a special treat.

Excellent, I would stay there again

10.0

There were very accommodating and made our check in easy. They handled a issue we had with a third party booking our reservation. They worked with this. I highly recommend them

I have been going to the Colonnade for years

10.0

There's a reason I've been going back to the Colonnade for many years. Between the staff the amazing rooms and location that is the place that I will always go back to.