I've stayed at this hotel for years, which is why it's disappointing to see how much it has…read moredeclined over time. The location remains excellent, and the bar is still one of the hotel's best features. Unfortunately, the rest of my recent experience fell well below the standard I remember. The shuttle service is one of the biggest issues. During my stay, I watched multiple Hyatt shuttles come and go while I continued waiting for the Embassy Suites shuttle. The scheduling and reliability could definitely use improvement, especially for guests who rely on it to get to and from the airport. Customer service over the phone also needs attention. Calls often go unanswered for an extended period, and instead of a staff member greeting you or asking if you can hold, you're simply placed into a waiting queue. A small courtesy, such as acknowledging the caller before placing them on hold, would make a much better impression. The hotel itself is also showing its age and would greatly benefit from a comprehensive renovation. The property has a lot of potential because of its location, but the facilities no longer reflect the quality many guests expect. I'm not writing this to criticize for the sake of criticizing. I'm sharing honest feedback in the hope that management will address these issues. I've enjoyed staying here for years and would like to see the hotel return to the level of service and quality it once offered.

I'm seriously stretching it when I give this place two stars…read more First things first, we arrive at the hotel in time for their reception only To find out Massachusetts has a law that prohibits hotels from giving away alcoholic beverages. Next, we were trying to get a beer at 10:35PM tonight, Friday night, but the bar has last call at 10:30Pm and closes @11PM. SERIOUSLY!!!!! Are we now staying in kiddyville?? Next the hotel had only two out of three elevators running all day and there were high school kids going up and down the elevators like little children causing delays and crowded elevators. Then tonight after finding out the bar was closed before midnight, we go to the elevators to find another elevator is out of order with only one elevator running. DO NOT STAY AT THIS HOTEL IF YOU ARE EXPECTING LEISURE, OR IF YOU EXPECT GENERAL SERVICES (All elevators working, a bar that stays open until reasonable hours, and a true reception that is worth sitting down and relaxing with beer, or wine) THAT ARE NORMALLY OFFERED AT VIRTUALLY ALL OTHER EMBASSY SUITES. I will definitely never stay here again. It isn't worthy of the Hilton brand. Ok, had to edit again. Don't ever expect ice to be available for your breakfast time in the morning!!! Also, if you have a schedule, plan plenty in advance for your time, this place has no urgency or priority for elevators. Had to take the stairs multiple times just to get downstairs

Cassandra made our experience here terrific. She was informative during the application process…read morewhen we had questions about the Chinese visa application, and she helped us with photos on site in a short us that we would receive our visa within a proper timeline. This service fees are modest and affordable. And in our case when the Chinese consulate overcharged us based on their error, Cassandra at visa services went to battle for us. She was able to give us the visa for the initial price that we paid even though the Chinese consulate made the error. This goes along way and saved us a couple of hundred dollars. We look forward to working with visa services again in the future for our visa needs.

Sara was awesome! I needed help getting visas for a trip to China and Sarah was a huge help. She…read morespotted my various typos on the forms (ooops) and was super-helpful in navigating through the paperwork. When the embassy required more documents, Sarah made the process very easy and didn't charge more for the additional work. Sarah and her team in NY were very careful handling some very hard to replace legal documents. She was always a pleasure to work with and did a great job following up and keeping me updated. It was well worth the fee and the office was a quick walk from the Copley T station.

Quick in and out, perfect appointment discipline, 30 seconds wait, very nice consulate officer…read more Super efficient. Love these guys!

Easy location inside Copley mall / Marriott Appointments are…read morereally fast like 10 minutes Does not get busy

Very courteous staff and helpful. Thank you to everybody there. In and out. My appointment time…read morewas on time.

As the person above stated, I called and emailed multiple times and was unable to get in touch with…read moreanyone. As I tried to book my passport renewal appointment via their site, it simply stated that " no appointments were available" but didn't even provide alternative dates to book. The website is very flawed and so is their phone answering system. I have had better luck getting in touch with Spirit Airlines than the Boston consulate. Edit to state that I am Italian, speak the language and was born and raised there. Still frustrated with the lack of functionality of this system. They need to work on it.

Amazingly difficult passport or passport renewal process... i hold us and uk passports and these…read moreguys exist to bust your chops! Get prepared to be frustrated!!

This place is extremely difficult to reach because they do not respond to emails nor take…read morephone-calls. It is very frustrating to make an appointment because there are about 4 options on their website. I am a student trying to get a travel Visa for study abroad and this has been the most stressful process because they are not communicative. I have been told to just "show up" when they open. This has been very disorganized and unprofessional, especially because I had an appointment and when I came in at OPENING they were closed for a holiday. I would recommend getting this process started a lot sooner or to just go in expecting poor planning, lack of information, and zero communication.

I've been coming here on and off for decades and sadly the trendline is down. From the…read moredecor/finishings in the rooms, to the 72-hour cancellation policy to restaurant food to the surrounding mall which I'm guessing has been dead since Covid (and formerly was vibrant), it's all trending the wrong way. The worst is today I had a simply stunning "customer service" experience on their "Service Express" line which makes a joke of the whole concept. First I had to call on speaker because the phone was broken. Second, the agent was combative beyond imagination trying to convince that I'd left my DND tag on the door -- when we absolutely didn't -- because they'd failed to restock the in-room coffee (but, uh uh, made up the room -- so more proof that DND was not on the door). She was the worst listener ever, interrupting me the entire time. Final hint: if you don't want people to complain in public, give them a way to do so in private. You've got not public email, the Twitter link to your account gives a 404 error, and I'm not calling the Service Express line to complain about Service Express.

Enjoyed our stay. Good location close to subway stop. Clean rooms and excellent view from my room…read moreon 34 floor. The resort fee seems a bit high but we did enjoy the observation deck at Prudential building that was included. The club lounge was good and restaurant on second level. Only complaint was the bathtub and shower was outdated. Victoria at concierge desk was very helpful.

If you are skeptical like me I can tell you this company is legit. I did my research and ultimately…read morechose them for a passport we needed within a week. They were very professional and had great communication through text, phone call, and email. We had a situation arise and multiple employees including the VP did everything they could to help us resolve it. They are not cheap but if you need a passport fast I would recommend.

AMAZING.. Maggie R in NY saved our vacation...!…read more We literally set ourselves up for the most difficult process when we discovered my 19 yr old's passport expired 10 days after our trip this Jan 22. ...of course during a difficult pandemic work environment, and relying on sketchy State Dep support for our citizens, and relying on FedEx buried in holiday shipping... Since this was a junior 5 year passport, no renewing without an in-person meeting. We had literally no days to spare, and Maggie made it all happen on time. She helped me correct all of the errors in my documents, then secured us the final slot in Tx for our review and got the new passport to us ahead of schedule. She is a miracle worker and was wonderful to work with. Thank you Maggie and team!!! SS

They were great about obtaining my Chinese visa in about three weeks. I recommend them.read more

Feti travel helped us get the china visa. Sandy was very helpful and guided us all the way. All…read morewent smoothly and today we are going to get our passport with the visa on it. Highly recommended!!