Rated 1 out of 5 by kdream9 Staff insulted me multiple times, hotel lacks basic features, horrible experience
Where do I Start?
Booked the hotel months in advance. I am an spg gold member and entitled to their benefits.
Day 1, I approach the reception to check in. there is a dedicated counter for spg gold guests but it seems staff is accepting everyone so I have to wait. I talk to the lady who tells me since I am spg gold my room is upgraded (which is the norm with spg gold guests). So I am happy, I go along with my wife to the room and to our disbelief it is as basic room as it can get. What more they have not even give a room in the spg preferred guest floor. Neverthless I go back to the reception and tell them to double check as this is definitely not an upgrade. The staff tells me, that upgrade means that I have a nicer view. The room I have is on 18th floor, all I could see from my room was a terrace and yes a glimpse of lake.
I told the staff that this was most definitely not satisfactory and if they could check any other option. The staff (Shannon) is helpful and tells me that I have 2 options either they will upgrade me to a suite on the 12th floor. But for this to happen I need to check out of my room leave the luggage downstairs wait till the evening and then check in. Considering we were staying here for a week. I decided to make the switch to a suite. I check out immediately after checking in and leave outside to just roam around and suddenly I get a call from the same lady at the reception. She informs me that there was a mistake and that I cannot be upgraded and I have to pay $50 a night if I want to. This was pure ransom. I had already checked out, they failed to inform me then and now while I am on the road they are asking for additional costs. I asked them if they could just give me a normal room as I don't want to pay anything more on top of $300 I was already paying. So I go back. I check in for the 2nd time, same issue, dedicated line for spg gold is taking everyone. I ask the guy for a welcome gift which spg gold members are entitled to and he gives me an option between points and continental breakfast for 2 for the duration of stay. I choose the latter.
I go into my new room, and it turns out to be smaller. tough has a better view. Too tired to go and complain again we settle in.
next morning I go to the only restaurant in the hotel to have my breakfast. Sit down and show them my continental breakfast card ahead of ordering and I am told that I am at a wrong place and this is only applicable at a small take away coffee shop in the lobby. Again I feel insulted, and to save the embarrassment of getting up again, I decide to order an pay.
Evening that day, I call the service desk asking for help as I needed to see a doctor, she asks me to go to a hospital. I ask for an in house doctor and she puts me on hold. Forever. Tired I hung up and search on the internet and got and find it out myself.
Next morning I go to the coffee shop to collect my breakfast. Apparently this is a complimentary service for the highest tier guests of spg, but at this coffee shop I am made to wait in a line to order at the counter. there are restrictions to what you can order and the cashier was not happy that I was getting away without paying them. They ask us to sign and fill some form. By no means is this a pleasureable experience. It feels I am on a line to get free food. and that's how they make you feel. the "continental" breakfast is a "small" cup of coffee, 1 pastry(from 2 options), a fruit and some cereal but all of it is self service in the lobby of a hotel. and yes if you want to sit, you have the cheapest possible seats which are hardly available at your disposal. anyway, I just took a coffee and left disgusted.
Next day, I go down to get the coffee and say a medium size without realizing Im only entitled for a small coffee. the staff after giving me the coffee notices I am using the card and immediately tells me that its not valid to have a medium coffee in front of other guests. She gives me a stare and is frustrated that I ordered something which I was not entitled and makes me feel like a thief who stole a medium size coffee. She holds on to my complimentary card and tells me that she needs it and I should get a new one from the front desk.
Today morning I go to the front desk and tell them that I need the same card as the coffee shop girl took it. He tells me that this card is only for platinum guests and I am not entitled to it. by this time I am frustrated and tell him I do not know that and his colleague gave that to me. Again he makes me feel like a theif who stole their card. the guy tells me repeatedly that I am not entitled to it and I was enjoying free breakfast for the past two days. I am shocked, thankfully there is no one around as it is early morning and I don't get to feel embarrassed again. I tell the guy that I got it as a welcome gift entitled for spg guests and he keeps on saying its only for platinum. Without any conclusion the guy just shifts back to his normal work leaving me standstill. I ask him about what I should do, and he tells me in his words "i have no qualms in giving this to you again" there is no hotel in the world that has made me feel so low and so pathetic. and he tells me its only going to be for a day as if he is lending me his ferrari. I walk away and tell him that he can keep it and I don't need it.
This is the worst experience I have ever had in my life. I have seem poor quality rooms before, service orders getting messed up, and other issues with hotels. But never before I have seen in my life a staff who is tasked to show the customer that they don't belong here.
Maybe I am not American and maybe that is the real issue.
I hate you Westin and I am going to make sure my voice spreads.
December 4, 2013
Rated 2 out of 5 by LovTheJourney Going downhill fast...
This used to be one of my favorite hotels with great service and beautiful rooms. Now they have put televisions in front of the registration desk because they know it will be a long wait. It has a bit of a train station feel with many transient guest who take advantage of the $99 / night and other discounted rates. The Westin Chicago Michigan Avenue had been one of my favorite hotels but now service, cleanliness and luxury has been replaced with "good enough" and "get in line". Disappointed this hotel is pandering for reservations and has lost touch with its potential. Very disappointed.
January 19, 2015
Rated 2 out of 5 by JIEI Location was great
My family spent the weekend in Chicago and wanted a hotel close to certain stores so we booked this hotel. While the location was great we were not impressed with the hotel. While waiting to check in other guests were helped before us even though we had been waiting first. When we got to our room the blind was pulled down and had something all over it. My husband then noticed blood on the bathroom wall and bloody fingerprints on the back of the door. He addressed this with staff and a cleaning manager was sent up. Said they would do their best with the towel they brought but that they would probably need a brush to scrub it. They did not bother to get one. Room just did not feel clean and expected more from this hotel. To end the experience we went to get our car from valet and gave them our ticket and after 10 minutes of waiting they came over and asked us what kind of car we had. Not sure that I would give this hotel another chance.
February 3, 2015
Rated 2 out of 5 by TravelinKen Great Location – Average Rooms
You can beat the location of the hotel right on Michigan Ave with all the shopping just steps away from the entrance. However, the hotel rooms are definitely dated and worn. The room also had the absolute smallest closet I have ever seen in a hotel room. The bathroom was large enough and had plenty of counter space which was a bonus, but again, the décor was old.
The other issue was the lack of staff at the front desk and lack of SPG designated check in. There was a counter for SPG check in but it was not staffed. The front desk person acknowledged my status but no mention of an upgrade. It doesn’t seem like they value their SPG loyal members.
December 22, 2014
Rated 2 out of 5 by David81 Very disappointing
I stayed at this hotel five or six years ago, but had a bad experience. I thought I would try it again, but just another disappointing experience. I used my SPG "suite night" upgrades, for which I was placed in a room slightly bigger than a regular room which they call a suite. I always request high floor away from ice machines and elevators, so of course, I was given a room on the 11th floor across from the elevators and the ice machine. The "manager" didn't care and didn't make any sort of effort to rectify the situation. I won't be staying here again any time soon.
October 22, 2013
Rated 3 out of 5 by efirl Would not stay again
I stayed while attending a conference in the hotel in late September. The public areas were quite nice, though nothing special but the bedrooms were poor. I was upgraded to the top floor as a high level SPG member to what was supposedly one of the best rooms in the hotel and it was quite poor. Small, really drab decor, it looked like it had last been refurbished in the 1970s. The door of my room had clearly been forced - I could see the extremely bad paint job where it had been patched up at the bolt. But worst of all was the concierge desk hours - it closed at 6 (or maybe 6.30) the night I was there. That's not much help for someone looking for a restaurant recommendation for dinner! Overall my experience was poor and I would not stay again.
October 2, 2014
Rated 3 out of 5 by dwblackb2 Beautiful Hotel
The hotel is beautiful and has an ideal location. I reserved a suite for three nights (Thursday, Friday, Saturday) for my 64 year old Mother. My Mother works very hard to care for her 96 year old Mother, so relaxation and pampering were tantamount for this stay. My Mother arrived Thursday evening. No one cleaned the room Friday. Further, when she returned to the room on Saturday at approximately 2PM, the room had still not been cleaned. No new towels, soap, bedding,disposable cups - nothing. We were very disappointed and alerted the front desk immediately.
October 28, 2013
Rated 3 out of 5 by Catherine59 Disappointed with this stay
I stayed for 2 nights at the Westin Michigan Ave for a medical conference as an exhibiting vendor. Rest is very important so that I am my very best for my customers or potential customers. I did not sleep well either night. The first night I had an upset stomach from the squash soup at the Daily Grille. The 2nd night was due to very loud, obnoxious, and unruly guests whom security was called for. Undoubtedly security did not take care of the problem because the noise level continued throughout the night. I think the unruly guests were in suite 1000 and I was in room 1003. Just very disappointed that this occurs at such a prestigious hotel, that the rooms are not more sound proof and that security did not resolve or remove the offenders.
November 18, 2013
Rated 3 out of 5 by TravelinKen No Frills Westin with a Premier Location
I haven’t been to the Westin Michigan Avenue in a very long time and I stayed here twice in December and once in each section of the hotel (Main Building and Tower). For a Westin with a Premier location in the city, this hotel really disappoints all around.
Let me start by saying this is a perfectly fine, average, run-of-the mill Westin property. The rooms are clean, furniture is dated but nothing that will have you running out the door. It’s just disappointing especially as a Platinum SPG member. It feels more like a budget Westin than a showpiece of the SPG hotels in Chicago. Check in and check out lines are very long and even though there is a dedicated SPG Gold/Platinum check in desk, it’s not enforced and you will have to wait in line with everyone else. It’s a big show with no follow through here. I did try to avoid the line at 9am when checking out and use the video check out, but at 9am my TV responded with “Video check out is not available at this time.” So down to the desk I went and waited in line with 8 people at 9AM and only 1 person at the desk. Insanity! Again, this shows no regard for their guests let alone anyone with status.
The hotel has no “wow”. The hallways, décor (in both buildings of the hotel), room are bland and follow the tan/beige scheme and is very boring and uninspiring. Maybe the hotel is relying too much on its fantastic location to give you that WOW factor because this hotel is entirely boring. The carpeting in the tower floor I was on did look new and actually have a pattern but not the carpet in the main building. In the main building I did have a large corner room overlooking Michigan Ave and up Lake Shore Drive. The view was impressive and I did enjoy that.
I heard from the front desk staff that this hotel will be undergoing a refresh in 2015 and I can only hope they realize they can be a fantastic premier hotel on Michigan Ave and compete with all the surrounding hotels if they wanted to be. This Westin doesn’t offer robes in rooms (neither room had one), no Club Lounge, no Wow factor or thought for the décor, and no perks for SPG members.
Right now the rates are the only thing going for this hotel especially with the prime location. I think the marketplace realizes that there are MANY other options here with much more of everything. Even the other SPG properties down the street offer clubs, robes, etc…just the small details even… that this property ignores.
If you need a reasonably priced hotel on Michigan Ave but have no SPG status or will be out exploring the city and don’t care about details, décor or the warm and fuzzy feelings from the hotel you are staying at, this is the hotel for you!
December 24, 2014
Rated 2 out of 5 by Nikki123 The bathroom had no fan!
The bathroom had no fan! Therefore, one had to shower with the door open, otherwise the bathroom mirror was dripping with humidity. There was, however, a filthy, dirt encrusted, inoperable fan above the shower, which was terribly gross to even look at. We did not receive housekeeping on Sunday, so when we returned to our room @ 6:00 pm, I called & talked to the operator & she said she would contact housekeeping & send someone up. When we returned from dinner @ 9:00 pm, the room had still not been cleaned. I Called again, & finally, someone came up. We were very inconvenienced, as we were getting up very early the next morning to catch a flight back home. Also, trying to sleep was difficult as to the noise in the hall & adjoining room. The bed was comfortable.
August 14, 2014
Rated 2 out of 5 by KellyW25 Disappointed this trip
We have stayed at this hotel numerous times. Upon arrival we were greeted by a friendly staff member to check us in to our room. We were in our room only minutes when we were called by the front desk to let us know our room needed to be moved so the room could get serviced. Our second room had a loud running toilet. We asked for a new room at the front desk. This time the staff member was not so friendly. We did get a new room, but we were obviously a bother. I miss customer service. There was no apology or anything. We ate breakfast at the hotel's restaurant. I would suggest going elsewhere. Our meals were not good. We are SPG members. There really was nothing at this hotel that made being a member worth the price. We will not be back to this hotel.
December 1, 2013
Rated 2 out of 5 by JoeFW Bad Bed / Bad Service / Bad Valet Parking / Great Location
Biggest problem was the parking fee: $59/day
Some valet driver attempted international calls to Helmsdale, United Kingdom (left phone behind, my fault, their fault)
Smaller problems are numerous.
There was hair on the shower curtain.
Miracle bed was lumpy; immovable waves in bed looked like a frozen waving water bed.
Television channels so bad that we watched Netlix on laptop, using cell phone WiFi hotspot.
Unreasonable rate for internet access. No free Wifi, really, today 2013 no free WiFi.
The consierge phone number never answered.
The front desk was always busy with a long wait, so no way to ask questions.
The room looked nice, great view, and the location was great, that's it. Oh, two free bottles of water for Preferred Guests.
Don't Park! Use Taxis.
April 10, 2013
Rated 1 out of 5 by sleepy79 Pretty bad
Stayed during a busy week and as a result was in a room next to a service elevator. 1 am and 5 am hunger by fellow guests resulted in me waking up to a loud "whoosh" of the elevator doors.
Also, the phone handset in the room was broken and when I used the speakerphone to attempt to contact the front desk to get a replacement for the TV remote that was no longer working, the phone just rang and rang and rang. I gave up and ended up getting off the bed to change the TV channel.
I expect a lot better for the price I paid.
December 9, 2013
Rated 4 out of 5 by Jeffer Hotel in a great location
Nice clean rooms. Staff nice/friendly. Yvonne at front desk made sure to accomodate my family one one floor as requested. Seemed hard to regulate room temperature, felt either too hot or too cool. I will say, you can hear everything from those people in the room next to you, expecially if there is an adjoining door in your room. Around midnight the people in the next room would come in, make sure they slammed door, talk, and then shower and blow dry their hair for about 30 minutes, it was horrible!! I could hear the people in the opposit room, with out the adjoining door, it wasnt as bad as those with the adjoing door. Noise from hall echoed into room. Not a bad stay, but if you want quiet make sure no one is in the room next to you.
This hotel is in a great location!!!
December 9, 2013
Rated 3 out of 5 by PWCB74 Business Hotel
good place and good location for shopping
February 1, 2015
Rated 3 out of 5 by MJID Good location, average hotel
For how much you pay, I really think breakfast should be included.. I've paid less in downtown Chicago for similar hotels and received more amenities. I was grossed out by hair in the tub and on the floor of my bathroom, as well as how filthy the trash can was in the bathroom. I had asked for extra pillows and a fridge in the room, I thought we got the fridge but read it and it was not for anything more than non-dairy beverages. So there was no point in my requests being made prior to our arrival when they weren't addressed. The room wasn't spectacular but the location can't be beat.
January 6, 2015
Rated 5 out of 5 by Bobe THE BEST HOTEL IN CHICAGO -and the world!
I travel over 50 nights a year and this is the best hotel I have ever stayed in. As a result , I only stay in Westins every time I travel, which also has the best preferred frequent guest program around. I stay HERE over 25 nights a year.
The staff is incredible, seeks to know each guest personally and goes not just one extra mile- but many. The facility is beautiful and the location incredible. Upgrades are WONDERFUL.
Only problem- after staying here, you're spoiled for anywhere else!
March 8, 2012
Rated 1 out of 5 by risaspieces westin shmestin
after a long day of traveling we were told this was the only room available.. the room in the back of the elevator that overlooked all the air conditioning ducts on a rooftop landing. and when I said something about it to the front desk, all I heard was "I'm sorry".. nothing else.. no effort to do anything to make an loyal starwood member any happier.., very disappointed.. it was the worst view of my entire life.. no one should stay in that room 413.. ever..
December 10, 2013
Rated 3 out of 5 by Staci11 Poor service
There were a few things that we did not like about this hotel. We had absolutely no hot water for showers. When I called the front desk, they put me on hold for 5 min so I hung up and tried again. Same thing the second time. The third time, it went straight to voicemail. I've never stayed at a hotel where someone didn't answer within a minute. The refrigerator needed to be purchased, which I've never had to pay for at another hotel. The front desk asked me for late check out at 3pm and I said ok, but when we went to the room to get our stuff at 2:30pm, our keys did not work. We had to go back downstairs, wait in line and ask them to reset the keys so we could get in. Their response was "sometimes hat happens when you request it late". Well that was not the case. We requested it upon check-in. Bad experience and will not come back here.
December 23, 2013
Rated 5 out of 5 by Safa Best hotel in Chicago!
I visited this hotel during the summer. It has THE best location in chicago! We were just minutes away from shopping, bars, and restaraunts. When we didn't feel like going out for food, the in room dining provided a delicious alternative.
The staff was warm and welcoming and were very quick to help with anything we needed. This is the only Chicago hotel I will stay in from now on.
Thanks to all the staff there for a great expirience!
March 14, 2012
Rated 1 out of 5 by Guests The customer service at this hotel was awful
We had made arrangements To check in early we even called to reconfirm the check in and when we got there they had no rooms for us my husband is on crutches and we had a wedding to get ready for in less than 30 mins and the employee told us to use the restrooms and come back at 3 to see if a room would open. After 20 mins and a request to speak to the manager we finally got a room that was available but blocked to reserve by anyone but the manager. So the hotel had a room all along and had us wait for nothing not to mention the manager never came out to greet us or apologize for any inconvenience. We will never stay at this hotel again and we will tell others of our bad experience.We selected this hotel due to a wedding that was taking place there so the room should have been blocked out for the wedding. We will share this negative feed back with the bride and groom.
August 12, 2013
Rated 5 out of 5 by Platinum357 Wonderful customer service and terrific location
Excellent customer service! The front desk staff on Christmas day was extremely accommodating. When we needed a tool to assemble a christmas gift, they got one in under five minutes, the coffee breakfast shop wasn't open as we were originally told, and the gentleman made sure we were taken care of for breakfast and offered coffees immediately. We were very impressed all around. Highly recommend this Westin!
December 25, 2013
Rated 2 out of 5 by DisappointedAndDisgusted Very disappointed
Having stayed at several nights at different Westin hotels this year, I've come to expect what a Westin stay was like. This stay was quite disappointing. The room was filthy, the shower didn't drain properly, the workout room was completely inadequate in terms of the amount of equipment compared to the demand. I had a problem with my room key being demagnetized more than once in my two night stay. One of those times was when I completed a workout and had to co down to the front desk during a busy check-out time. I was completely sweaty and gross and had to wait in a long line of business people and there was only one person working the desk (at 7:00 on a Wenesday morning!). The clerk was quite rude demanding to see my ID when clearly I had nothing but workout clothes and a dead room key. When I have future business in downtown Chicago, I absolutely will not be staying at the Westin.
November 8, 2013
Rated 5 out of 5 by candb18421 A great first visit to Chicago
Got into the city around 8 AM on a Sunday and was pleasantly surprised to be able to check right in! Shannon at the front desk was wonderful. Made the process go quickly and answered our questions efficiently. Hotel is in a great location, easy walk to lake, Rush Street and shopping. Only thing lacking was paperwork at our door for express checkout and
lack of newspaper delivered to our room or even the elevator area on each floor--we had to go to the lobby each day for the paper. Who wants to get dressed that early!! We did have some noise problem with guests with little children, but a knock on the wall did the trick! One morning an over-the-top grandmother made a bit too much of a fuss over her grandchildren right outside our door. What was she thinking!!! Concierge was very helpful with all activities we researched and planned. A great vacation. Will spread the word about The Westin.
August 25, 2013
Rated 2 out of 5 by tider needs work
I have been staying at this hotel since it was the Continental Plaza. This last stay was the worst ever..poor maid service, worn furniture, long waits for the operator to answer the phones, ammenities were not replenished, not enough towels and the showers have poor flow and shower heads are simply awful
I can oly hope the hotel is on the "UPGRADE REMODEL" list as we enjoy the location.
March 20, 2014
Rated 3 out of 5 by Happydude Wish you would have told me
As an SPG member the only gripe I have is that we had no idea that we needed to let the hotel know that we were staying until 3pm because we have never had to say whether or not we planned to stay at any other Sheraton. Long story short we were locked out of our room and had about a 30 minute ordeal just to get into the room. So you have been warned.
Everything else was great.
November 12, 2013
Rated 5 out of 5 by SS2012 Great service and excellent location
I've been staying at the Westin Michigan Avenue Chicago for the past 5+years. The bar at the Grill on the Alley is a great place to unwind and food is also very good. Great restaurants and shopping is seconds away from the hotel. I have always been pleased with the great hotel service and excellent location and these two are what makes me keep coming back to this hotel.
July 12, 2012
Rated 5 out of 5 by JR87 Great Service - Great Location!
Great location, nice rooms, awesome Heavenly beds and great service all-around. Maid service found my diamond ring under my bed and placed it on my night stand after cleaning my room, very trustworthy - thank you! My room did show some signs of wear, the paint was peeling off the ceiling in my shower. Other than that I would highly recommend staying at this hotel.
April 13, 2013
Rated 3 out of 5 by PearlLKane Stayed here so many times...
And this time it was so-so.
I am SPG Gold and got placed in an accessible room (which I do not need nor want instead of SPG floor. I got switched after I called. But no one wants to change rooms. After a long day at work, I arrived after 6 to find my room had never been cleaned. Unacceptable. So I am not feeling as good as I once did about this SPG property.
October 13, 2013
Rated 1 out of 5 by tbowmanjr diss this
when i checked in it was down hill from there. they placed 2 adults and 2children ina king bed that i was told at the time of making the reservation they had doubles.worst time and sleep of my life to come down for the parade activitesand be ignore by the staff very rude i felt like iwas a nobody there and they just wanted to filled rooms.never come back!
November 25, 2013