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Rated 3.7 out of 5 by 375 reviewers.
Rated 2 out of 5 by Room Cleanliness Room was just not clean. After checking in I had to call the front desk and ask for housekeeping to come up to clean the room. Bath room was not clean. Carpets in the room really needed to be cleaned. In addition, I used the hotel phone to make a three minute phone call. When I got the bill it was $21.73. The hotel doesn't post phone rates and wouldn't adjust my bill. I can't understand a charge of $7 per minute. July 29, 2012
Rated 4 out of 5 by THIS HOTEL WAS A VERY NICE EXPERIENCE We stayed here for a soccer tournament for my grandson and it met our expectations. We were led to believe that a continental breakfast was included but couldn't find it. May 27, 2014
Rated 3 out of 5 by Westin Itasca After traveling to visit family for Christmas, my wife and I stayed at the Westin Itasca right outside O'Hare International Airport. We were impressed with the hotel location (immediately adjacent to major highways), the very accommodating pet policy, plentiful parking, and pleasant views from our suite. The interior of the hotel was very attractive. We were very pleased with the size and layout of our hotel. Unfortunately, the cleanliness at this hotel left much to be desired. Despite the many vacancies at the hotel (my wife and I only saw four other guests through two nights!), the fitness center was filthy, our bed was not made during the day, and I was disgusted to find a condom wrapper on the floor the first time I sat down on the couch. With the obviously slow business at the hotel and previous experiences with the Westin brand, I expected much, much more in terms of cleanliness. December 30, 2011
Rated 4 out of 5 by A few hiccups but a very good stay The rooms and facilities are of good quality. There was a wedding and high school prom going on the evening I stayed so I was worried about noise. The only noise issue I ended up having was because my room was near the elevator so I could hear people in the hallway. However, I never heard neighbor noise through the walls. The front desk person made multiple mistakes at check-in. I was given a room that I believe was already occupied (got a flashing red/yellow light using keys) so they moved me to 502 which worked well. I was also told my wife could add me to her Starwood rewards account so we spent a good deal of time talking to the toll free number to do this. We were told that we, in fact, could not do that. So that was time wasted. All and all, a great stay and we would return. May 19, 2014
Rated 2 out of 5 by This is seriously a Westin? I travel quite frequently and stay in Starwood hotels all the time. As such, I have a certain level of expectation when I stay at Westins, which was not met here. The room was incredibly noisy, from activity in the atrium/lobby, outside the door, and the room next door. It made falling asleep incredibly difficult, and woke us up at about 4, after which we couldn't go back to sleep. I'm used to a great night's sleep at a Westin! In addition to the people noise at this hotel, our toilet would occasionally make a roaring, rushing noise, that would reoccur until we got up and flushed it again. 5 other colleagues stayed at this hotel at the same time, and 4 of the 5 also complained of the noise throughout the night and early morning. Not impressed. Not recommended. I will not hold it against other Westin hotels, but do think the company should consider rebranding at a lower tier. If you have to stay here, bring a white noise machine. March 18, 2012
Rated 1 out of 5 by Room was falling apart The door knob in room 736 was falling off. Carpet was dirty. So of ceiling was open and had holes. 1 roll to toilet paper. We we so upset. We would like to come again if room was complimentary and not 736. So sad. February 11, 2013
Rated 3 out of 5 by staff needs training 1. My assigned room was in the middle of getting the carpet shampooed. 2. I adviced the staff that there was no info booklet in my room. - I was basically told I was not looking right; but indeed no booklet was in the room. 3. I had my 3-day stay booked with 2 separate reservations, both with a special conference rate. After the 2nd night I talked to the the staff at the reception if I can simply stay in my present room and that she indicated she looked up the 2nd reservation and re-swiped my room key. In the end, I was billed the standard rate and it was a very manual process for the manager during checkout to fix the bill. 4. I asked for restaurant choices and was mislead by the staff at the desk. He did not know the hours. 5. They ran extension cords across the corridor to power Christmas lights. 6. There was a cart stored in the emergency stair case. 7. The lights in the gym are on a timer. I had the lights go out on me so that I finished my run in the dark for 10 minutes, illuminated just by the TV screen. All else was great: Food, guest room, conference room, and the gym. December 11, 2011
Rated 1 out of 5 by Outdated and unfriendly staff The hotel is very outdated. Staff needs to be more attentive to guests' needs; didn't receive call back from the front desk in time, shuttle service not available when needed.. etc. July 25, 2013
Rated 1 out of 5 by Overall Apperance The halls carpets were dirty,roomscarpet were dirty.Maids didnt use new rags to clean with they were sour. Tub had dirt around it toilet bottom was dirty.No i had a unsatisfactoty stay. September 1, 2012
Rated 4 out of 5 by Business Class but no Club Lounge I arrived on a Sunday evening and it was apparent that few others were staying at this hotel. Front desk greeted me warmly, but noted there was no club lounge--this is a very large hotel--and he wished he could provide a free breakfast as he acknowledged other platinum members were dismayed about the lacking benefit. At other smaller Westins without lounges, they pretty much all have offered the free breakfast benefit, which is very nice. The property has a huge central atrium, which is cool but requires a lot of walking from the elevator. It's geared toward events and business travelers, but there's a pool if you bring the family. It was priced reasonably for the quality and location, but the $10 "fee" they tack on for "free water" and "parking" is ridiculous. No other hotel this far from the airport charges for parking, and I didn't even have a car. Don't like that. May 19, 2014
Rated 5 out of 5 by Staff Hi, I found the staff to be respectful, polite and extremely helpful. The fitness facilities and pool area were very nice. Our room was spacious and well laid out, although the bathroom area was a "little tired" it met our needs. The only area that I would improve upon is the breakfast buffet. Although fine, it did not match the higher quality of its surroundings. Thank you1 May 20, 2014
Rated 5 out of 5 by Above and beyond... This was our second stay here and we had another great experience! I mentioned my wife's birthday at check in, and to our surprise when we returned from shopping, there was a card and slice of chocolate cake for her from the staff! Very thoughtful and appreciated! Love the Heavenly bed and shower, and had a relaxing weekend there...highly recommended! May 20, 2014
Rated 3 out of 5 by Great hotel for NW business stays This is a good hotel if you are doing business in the NW area of Chicago. Got an upgrade to a corner suite which was nice to have the space. The only downside was that there aren't a ton of places to walk/drive to grab a bite to eat. The upside to that is the bar was hopping. The other was that despite repeatedly telling staff of my late check out I was constantly interrupted by people knocking on my door and one case where the staff walked in while getting out of the shower - Surprise! - it was 6 times I was interrupted. Staff is friendly and works hard to meet your needs. September 26, 2013
Rated 1 out of 5 by Sadly, customer service was lax and there was no AC! I checked in to the hotel on 5/19/14 with the hope of extending my reservation for an additional evening. I was told that they were completely booked for the night of 5/20/14 but was told by the front desk that in the event of a cancellation, they would call me immediately to let me know of an opening. It wasn't until I phone the Westin 800 number at 6 PM on the 20th to inquire as to rooms available within a 20 mile radius of Chicago that I was told that they had a room available at the Westin Itasca from which I had left that morning! I mentioned this to the front desk as I re-checked-in for the night of the 20th and they were not at all fazed by the series of events. During that night, there was quite a storm that passed by. I'm guessing that it perhaps knocked out the AC for the building because although I continued to lower the temp in my room, it continued to get hotter. My elevator companions (all perspiring!!!) told me that they had made mention of the increasing temp to the staff during the night and were given a fan but there was no additional explanation. While the bed was comfortable both nights, the temperature of the room certainly was not during my second night. Since I was traveling with my boss for the first nights (Platinum level) I was able to enjoy the buffet breakfast. The breakfast was delicious and the wait staff prompt and attentive. The hostess, however, was curt and thoroughly confused. How is it, in this day and age, that a hostess at a 4/5 star hotel chain is still using a list of guest names, crossing them off with a ruler, and making notations next the guest names??? May 22, 2014
Rated 1 out of 5 by Westin Schamburg The hotel did not live up to the Westin brand. Very old and outdated. May 19, 2014
Rated 2 out of 5 by internet service rip off I'm not sure if its the Westin hotel chain or just this Westin... but I stay in hotels about 50 nights a yr and I have never seen a hotel charge for multiple log ins for internet service.. I have an Ipad and a laptop... I checked in prior to 3 pm and was charged for each my Ipad login in and my laptop at 9.95 each I then left the motel and came back at 6 pm... I was again charged twice for login...$40 dollars.. unbelievable...... for one night... I call the front dest and they said I as charged for the previous day because I checked in prior to 3 pm.. June 19, 2012
Rated 3 out of 5 by Disappointments Just like last year, I reserved a room with one king-size bed. But when I arrived, I was told your staff over-booked the room with king-size beds, so I was switched to a room with 2 double beds. That is unacceptable and very poor customer service. I clearly had 2 people listed for occupancy. Your system should switch single occupancy reservations - or, better yet, don't overbook rooms! I stood firm and the woman "found" me a room with a king-size bed. I should not have to get annoyed to get what I asked for. And, don't even get me started on charging guests for Internet service in their rooms. That's just plain archaic! Even Taco Bell provides FREE WiFi. Get with the program, Westin. Internet access is simply a "cost of doing business" in 2013. March 11, 2013
Rated 2 out of 5 by Needs Improvement Check in and check out slow (front desk understaffed). Incorrect charges on folio and "7-10 days" to fix is annoying. Facility clean but dated and noisy. March 21, 2014
Rated 5 out of 5 by Service Excellent service and help with check-in and departure, help with taxi service at 4am, delicious buffet lunch and wonderful dinner at Shula's March 19, 2014
Rated 5 out of 5 by Wonderful!! We hosted our wedding ceremony and reception this past weekend and I have to say we absolutely LOVED it! Working with Samantha was the best! She responded to us right away with every inquiry however minor it may have been and led us every step of the way! We never were in for any surprises! Even on the day of our event she was there checking on us making sure everything was running on schedule and connecting with my family to see if there was ever anything that we needed. We received so many compliments on the food and the wait staff, everyone from the front desk to maintenance deserves recognition for such a wonderful job! We will be back year after year to celebrate our anniversary! April 17, 2014
Rated 5 out of 5 by Great Conference Hotel I stayed at The Westin Chicago Northwest March 7 - 9, 2014 for the Rotary Midwest President Elect Training Seminar Conference. The hotel staff and facilities are first class! In fact, three hotel staff members were honored by being named Paul Harris Fellows for their outstanding service! March 10, 2014
Rated 5 out of 5 by A well oiled machine--this hotel runs smoothly I have stayed here previously, always am impressed by the number of events the hotel hosts and the grace and ease with which it handles the number of people walking thru its doors. I did encounter some rowdiness one night at 3:45 am which woke me up--I think it was some exuberant wedding guests having a hard time settling down. May 12, 2014
Rated 1 out of 5 by Worst Night at a Hotel in Years When we checked in around 9 pm, there were high school kids running around everywhere. We asked what was going on and they said it would shut down shortly. At 1 am we still had kids running up and down the hall, yelling, etc.. The room next to us had some of them in it making noise until at least 3 am. You owe me some big time Starwood points if you ever want me to consider this hotel in the future. February 16, 2014
Rated 5 out of 5 by Fabulous place to stay We stayed at the Itasca, IL Westin on Sunday evening February 23, 2014. We love the hotel. It is so clean and the rooms are quiet. The breakfast was delicious. We have stayed at a lot of hotels in that area and the Westin is our favorite of all! We would love to stay there again and we recommend it to anyone. February 25, 2014
Rated 1 out of 5 by Huge Disappointment * I was ONLY satisfied with the shower and the bed * TV remote missing from room, previous guest's socks left under bed, previous guests washcloth left hanging over shower curtain, no shampoo or conditioner in room *TV/cable was unavailable my entire stay, was unable to shut TV remotely and manually. Attempted to address problem but was told that the cable was down. I just wanted to turn the darn thing * @ breakfast, I asked for some coffee, and the waiter took the pot of coffee from another table that just left and gave that pot to me * email address on website is invalid email I original sent was returned undeliverable * Room service menu available on TV, unavailable because Cable system was down *breakfast waste of $17, fruit was picked thru and not replenished, biscuits we hard as rocks, September 6, 2012
Rated 5 out of 5 by Loved my stay It was perfect What more can I say? March 10, 2014
Rated 5 out of 5 by Wedding reception and two night stay My best friend and bride-to-be booked this hotel for her reception and for guests staying from out-of-town. I was unfamiliar with it and the area and I was won over by both. The staff was fantastic, truly making you feel valued and important; the facilities are perfect, from the pool, to banquet room, to the supreme comfort of the bed; And the ease of access to shopping in the suburbs and outing to downtown Chicago were excellent. One small complaint was the lack of fan in the bathroom-- the dual shower head was so enjoyable and the consistency of the water so perfect, I stayed in a bit longer than usual and steamed it up quite a bit. I felt like the room took on some of that moisture and everything could have dried out if there was a fan/ventilation. I would most certainly recommend this hotel to anyone staying in the area. July 19, 2012
Rated 3 out of 5 by Not What We Expected As an SPG Gold Preferred member with Starwood, what greeted us at the Westin Chicago Northwest was a little overwhelming. #1 A MagCom convention was in progress, which brought a throng of loud, boisterous girls screaming for their heroes. That was understandable, but as the night got longer, these kids were running rampant throughout the hotel, We called security to keep the kids away from our door. Some of the kids were up most of the night. I don't believe security was ready for this challenge. 2. We checked in at 3, and our 2 rooms were not ready. One of them opened up, and we stored all of our luggage in one. We went to a nearby shopping mall; it wasn't until 6 PM that the hotel contacted us that our second room was ready. We've never had to wait that long for a room. Fortunately, the fact that we were gone from the hotel made that issue pretty moot. 3. When we got home, I received an email informing me that my credit card was charged almost $250 for a meal at Shula's. We were never there, and I can say that when I complained to the hotel about that issue, it was quickly rectified to our satisfaction. As a Gold Card Preferred member for over 10 years, we are used to a floor of our own with other SPG members living in "peace and harmony." I just believe that the hotel just may have bit off more than it could chew with this past weekend March 3, 2014
Rated 1 out of 5 by Not up to a Westin standard Friendly and helpful staff but the hotel is of poor quality. They advertise 24 hour room service but one can only order a Caesar salad or turkey club. There is no alcohol available after 10 pm and when asked about the mini bar I was told I had to have it ordered before checking in. The brunch at Shula's consisted of old dry scrambled eggs, cold bacon and oatmeal that looked days old -really. December 31, 2013
Rated 5 out of 5 by Nice Stay The hotel room was a standard Westin room as expected. All rooms open to a large open interior area. Some of the carpeting on the walkways around the floor is ready for update, but the room was very neat and clean and updated. This hotel is in a quiet business park area. The hotel is just west of O'Hare airport and I was concerned about jet noise, but it was not a problem as we did not hear any jet noise in the room. September 26, 2013
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