I booked one night at the Taj with my wife for Valentine's Day. We booked through AmEx Platinum's Fine Hotels & Resorts. To make a long and boring story short, the hotel tried to rip us off for $100 in food charges, and refused to back down when I pointed out their error. Stay very far away from this hotel. The experience was insulting and infuriating.
The package I booked included a suite, dinner for two and breakfast for two, excluding tax, tip, and alcohol. When I checked out, the hotel had applied an $85 credit to my dinner bill and a $40 credit to my breakfast bill, and charged me for the remainder (about $205). When I complained, the woman at the front desk handed me a printed card explaining that the dinner for two could cost a maximum of $85 (on what planet was that going to happen?!) and the breakfast a maximum of $40. This card had the Taj and AmEx logos on it. I went back to my reservation e-mail and the AmEx and Taj websites. No mention of those limits. I called AmEx. They had never heard of the limits, and their reservations system indicated that the package included dinner and breakfast, less alcohol, tax and tip, just as the website indicated. I called the Taj to complain and, at their request, e-mailed them a screen shot of my reservation and the AmEx website, which reflected no limits.
The Taj broke off communication with me at that point, and started to communicate directly with AmEx. They sent AmEx a fax (later shown to me by AmEx) claiming that I had received all benefits to which I was entitled--without mentioning the e-mail I had sent proving just the opposite. AmEx also told me that the Taj reported that I had been informed of the limits at check-in. That was an expedient lie. (And since when can the Taj change the terms of an offer AFTER you have booked it and shown up at check-in? The whole thing reeks of dishonesty and sharp practice.)
Ultimately, AmEx credited me the difference, and apologized to me for the Taj's misconduct. The Taj has never apologized. As of today, the bogus offer is still on AmEx's website. One wonders how many people have been sucked in by this offer, then stiffed out of their free meals.
(To be fair, the non-management employees were really great. The food was excellent, our room was gorgeous, the restaurant management was superb. If the owners got new senior management, this would be a fine hotel. As it stands, it was the worst customer service experience I have had in a long time.)
- Official Description (provided by the hotel):
- Taj Boston, the Crown Jewel of Boston Hotels, occupies the city's most prestigious address at Arlington and Newbury Streets. Renowned for its classic style and award-winning service, this 1927 landmark hotel overlooks the picturesque Public Garden with swan boat rides and the Boston Common's ice-skating at Frog Pond. Surrounded by art galleries, boutiques and restaurants, the hotel is ideally located near the Theatre District, historic sites, shopping at Copley Place and the Hynes Convention Center. ... more less
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- Also Known As:
- Taj Boston Hotel Boston
- Taj Hotel Boston
- Boston Taj Hotel