Rated 2 out of 5 by Mike46 No way 5 star
Arriving at the hotel we needed to line up, as the Platinum check- in wasn't staffed. 2 days before I noted that I got an upgrade to a 2 room suite. Upon check in a suite upgrade was confirmed. Arrving at the room, we found a standard deluxe room, maybe a bit larger than normal. I asked again at check in and got the information that this is called a office suite. nowwhere at this Westin is anything mentioned at a office suite. I complained via eMail to Manager and got a call back. They offered me a suite the next day, which I refused as I did not wanna go to the hassle of packing and unpacking. So I was offered free in room breakfast, which was appreciated, if there would have been replacement of the order menu every day.
Needless to say that coffee wasn't replaced daily.
Well at the end, they credited some extra points to make up for the problems.
Other things to know about this hotel:
1. they did not ask which Platinum Amenity you want
2. There is no executive lounge and also no 'compensation' for it like in most Asian hotel (like free breakfast or drink voucher.
3. All TV stations only show US stations. No international TV stations (not even BBC) is available.
4. The property is well maintained, but old, so expect quite some wear and tear.
June 12, 2012
Rated 1 out of 5 by emily Very Unhappy with Westin in Chicago
Very Unhappy with Westin in Chicago
We were visiting colleges in Chicago and I thought that staying at this hotel would give us a great feel of the city and it did. But the beds were very small and the comfort of the matresses were horrible and to top it off the bathrooms do not have any ventilation and the ceiling is full of moisture stains and the toilet was very loose. I would not recommend this hotel at all! I will stay at THIS HOTEL ANYMORE I WILL FIND some other hotel when staying in Chicago again. They did offer extra points because I am a member but it really did not matter I was not happy with the services and the condition of the room.
April 16, 2013
Rated 5 out of 5 by acbergamini Best Location and a GREAT bed!
In terms of location, it is the best hotel in Chicago. It´s close to most of tourist spots, and neighbor to John Hancock Center (the visit to John Hancock Center is mandatory - the view is great, even better than Skydeck, because you have a great view of Michigan Lake). Located at the best Avenue for shopping, you can find from the most expensive to the most popular brands. Not to mention that the room is very cozy and the bed ... of HEAVEN! If I didn´t have to make tourists programs and shop, certainly I would have slept a whole day! ehehehehe!
In short: when I return to Chicago, I´ll certainly stay at the Westin Michigan Avenue!
February 25, 2014
Rated 3 out of 5 by ddc123 Long wait for check-in
We arrived to check in around 3:30 pm on a Saturday and found the lobby filled with people. After waiting in line for nearly half an hour we finally approached the counter. After completing the check-in process we were informed that our room was not clean yet and would not be ready for another half hour to an hour. Our "compensation" for this wait was a free luggage check so that we could go elsewhere and wait for their call that the room was ready. An hour passed and no phone call. 2 hours passed. Still no phone call. 3 hours later and we had walked the length of Michigan Ave, eaten dinner and walked back to the hotel. When I reached the front desk I explained in a polite but obviously frustrated manner that we had checked in 3 hours before and had not yet received a phone call that our room was ready. After a long time looking at her computer screen and typing in who knows what, she finally presented us with our room keys. At this point we were thrilled to just finally get into our room although I was still obviously irritated and received not so much as a free breakfast for the 3 hours we had to wait. Once we finally got to our room, we had a wonderful stay. I would have given this hotel an excellent rating and definitely recommend it to others had it not been for our extensive wait and lack of apology for it.
February 22, 2012
Rated 2 out of 5 by Linda2453 Disappointing
Westin is our preferred hotel when we travel and typically we are exceedingly satisfied, but this particular Westin is an unfortunate exception. Despite negative experiences in the past, we have never written a bad review, but could not hold back this time. Our situation is too long to explain, and in the end the hotel management very begrudgingly agreed to some restitution, but when the check in clerk realized their mistake, not only did she imply it was our error and their was nothing they could do - but when she brought out the manager on duty - Anna Sears - she not only greeted us with a cold, hard "you are bothering me" stare, but she never once apologized, continued to deny and argue with us, and made us feel like anything but a valued customer. And this was all happening while the registration line was about 10 people long (which is also typical for this hotel). I was ready to give up except that the family waiting in line to check out right behind me had just shared their equally frustrating experiences, and said they would never come back - but I knew the hotel would never hear their story - because like most customers, rather than complain - they just don't return - so I was more determined than ever. And the value of being a Starwood Preferred Guest in this hotel is a joke - in fact I think they treated us worse because of it - after all of our problems, the room they gave us looked directly into the neighboring high rise and we had to keep curtains closed the whole time.
I want to reiterate - this hotel is NOT TYPICAL - we normally LOVE Westin.
December 2, 2013
Rated 1 out of 5 by bt2012 Rooms are very old
My company made reservations at this hotel recently for about 50 people. Others told me how nice their rooms were but some agreed with me that the rooms were not very nice at all. I had to take pictures to show them how bad the room was. The paint was peeling off of the ceiling in both the room and and bathroom. The wall paper was also peeling off. The caulk in the shower looked like my 10 year old son did it. There was expensive wall paper in the bathroom that was textured but something disgusting was stuck in the wall paper. The light switches were filled with 10+ years of dirt. The door and door jams looked to be painted about 6 times over. The door to my room had to be slammed to get it to close all the way. There was even paint on the peep hole in the door. The vent in the bathroom had the screws half falling out of it. The water in the refrigerator said compliments of the Westin but I was charged for it. This is also the first hotel where I have seen that you had to pay for WiFi access.
In the hotels defense I did not complain to management. It is not my style. I also did not want to pack up all of my things to move to another room. If you are not part of the solution then you are part of the problem so this is why I am writing this review in hopes that hotel management will read this and use it to improve their hotel.
There were a few positives. The bed was very comfortable and the shower had great water pressure. The lobby area was nice and the restaurant had great food and beer.
September 17, 2012
Rated 1 out of 5 by Nottoberevealed wow...and not in a good way
The only thing appealing about this property is the location. Really not up to Westin standards. The rooms and public areas are tired, worn and dated. The only modern thing in the room was the TV.
A few specifics:
*nothing works as it should; the phone beside the bed did not work, the air-conditioning did not cool as it should, and it was not a terribly warm day outside, the water pressure in the bathroom was non-existent
*the bathroom was not as clean as it could or should be. Let's just say that I easily figured out that the last guest was a brunette
*the carpet in my room was literally unraveling around the edges...falling apart
*while the TV was modern, it was a waste as the TV service is not working . One can watch only about half the stations; the others are pixelated. When I called "service express" (and let me be clear--a misnomer as I had to hang up and call several times before someone answered) they told me it was because of the rain outside. I scoffed and asked to speak with a manager, who explained that they are having an ongoing issue with LodgeNet, their provider. This is probably true, as another Starwood property, at which I frequently stay, is having the same issue and has been having it for a couple of months. (One wonders when Starwood Management is going to engage to get this fixed...kind of a basic for major hotels to provide working TV service, and clearly multiple of their brands are having the same issue).
The manager was very nice, and agreed with me that the hotel is not in the shape it should be, and explained that renovations will begin at the end of the year.
The bottom line is that this property is not up to a Westin standard.
September 18, 2012
Rated 3 out of 5 by MLC50 Unimpressive
I'm afraid our stay at the Westin Michigan Ave. in Chicago began with a poor customer service experience at check-in.
At this point, my husband and I confirmed with the two front-desk employees we dealt with that we are Starwood members. I then requested a lake view room, if available. Raven said this was no problem though she added that there were no lakeview rooms open located any higher than the fifth floor. We told her this was no problem and followed a bellman up to our room. Well, it was indeed on the fifth floor but certainly had *no* lake view. My husband then returned to the front desk to straighten things out only to be told by Raven that she thought I'd requested a Mich. Ave. view room rather than a lakeview room and now she had no such rooms available. Puh-leeze. "Michigan Ave. view" does not sound at all like "lakeview". No compensation was offered to us by front-desk staff for this misunderstanding.
We also found the restaurant's food to be overpriced for its quality. Two basic cheeseburgers with an ice tea and one beer ended up costing us almost $50. (We're former New Yorkers so are accustomed to expensive food but this was a bit much.)
In addition, we encountered a noise problem in our room two nights in a row. Loud audio from our next door neighbor's TV blared each of these nights until almost one in the morning, preventing my husband from getting to sleep. The soundproofing between the walls of this Westin must be very poor indeed.
Finally, I found the selection of toiletries in our bathroom to be inadequate for a hotel of this level. There was no shower gel or even an extra shower cap provided in the bath.
Chicago has quite a few hotels in the same price range as this Westin so based on our experiences there, I doubt we'll be returning.
September 19, 2012
Rated 1 out of 5 by Lizzard Disappointed
We arrived at 4:15pm (check-in is at 3pm) and were told that our room was not ready yet but would be within the hour and they would call us when ready. We checked back in 1 hour and still not ready. We had requested to be on the same floor as 3 other guests and we were told this was the reason for the wait, but that if we wanted to be on another floor, they could get us into a room now. 1 hour later, we went back to see if our room was ready, and they checked us in but on a different floor. They could not explain what happened but we were not happy at all.
February 20, 2012
Rated 4 out of 5 by Mom2014 I was happy.
All was good except for the receptionist. She was the only older woman who worked at the from dest, and she was not helpful at all.
June 9, 2014
Rated 4 out of 5 by Cheung79 Great Location
We had a few noise problems with neighbors but with the help of our front desk (Lindsay) we were able to move to a room/floor that suited our family.
we came in a bit late into Chicago, but they checked us in very quickly, and recommended that we could go grab some food for us, and our lil one at the cheesecake factory which was steps away.
June 3, 2014
Rated 4 out of 5 by Kevin88888 Great time, except
The car service from the airport to the hotel was poor. The driver and the car were fine, but the experience to get the car was terrible. First, they made us go to the internet to tell them when we got our bags and tell them what terminal. Second, they took a half an hour to get to us after that download. I've never had such poor service and we would have been better off in a cab.
June 1, 2014
Rated 5 out of 5 by Manju Staff + Location = Perfection!
We checked in with our kids and Phil helped us with our luggage to our room. He was so friendly and knew a lot about the area. The valet was a little slow, but they were very nice. Alex sent us wine and treats for our kids which was very thoughtful! Also he said he upgraded us and our room had a beautiful view and was pretty large. This is definitely where we are staying for the future!!!!!!
April 10, 2012
Rated 3 out of 5 by Grayhaze Room was tired
Room needs updating. Stained and worn carpet with sticky spots.
June 9, 2014
Rated 5 out of 5 by Amanda Wonderful wedding weekend
My husband and i were recently married at the Westin on Michigan avenue and the entire weekend couldn't have been smoother (except maybe having the elevators run a little quicker!). Our wedding was perfect from beginning to end. Any issues that arose (and they were minor) were taken care of. We used both the Chicago ballroom and the Michigan ballroom and both were lovely. We got a suite and I was able to get into it on Friday night which was a great space for all the girls to get ready in and though it was the cubs room, my now husband, and avid Brewer fan, was impressed as well. It was a perfect weekend and I couldn't imagine having a more perfect wedding.
March 28, 2013
Rated 5 out of 5 Like the beds, HAVENLY!
With Tommy, the doorman, providing such a warm welcome, to Leonard's quick and pleasant check-in, our introduction to the Michigan Ave Westin was great. This, our 1st trip to Chicago, was for a family Wedding in January.and the hotel was in a perfect location for all the festivities. The well trained staff at The Grill provided us a chance to unwind from our travel day while offering a nice wine list and a nicely rounded menu. All the staff we encountered were so accommodating, from extra waters for the room to helping us get into the Business Center on Sunday morning. Thank you all at the Westin for assisting in making this the perfect family get-together.
January 28, 2013
Rated 3 out of 5 by chik Disappointing
We did not arrive until 6pm, yet our room was not ready. It didn't matter that our reservation was part of a room block for a wedding, nor that I am a Starwood Resorts member, OR that we had a rehearsal dinner to attend in an hour. We did not receive notice that the room was ready until after we were at the dinner. When we got to our room later that night, it was not on the members floor and was smaller than a non-member whose room we visited. The hospitality gift from our wedding host was not delivered until we asked for it. We did not have our pillow preferences, nor was there coffee in the room. We used the green hang tag, but did not receive credit for that.
July 22, 2013
Rated 2 out of 5 by zerin123 Staff is hot and cold
The concierge Douglas was really rude and snooty and not helpful at all. Conversely there was a very nice asian lady who helped us and was warm and professional. The security was uptight and too rude. I was a guest in the hotel as well as some high profile guests who, I guess warranted treating the other guest like second class citizens. I would never bother another guest and the security over reacted. We had a "Brunch" which was little more than a crappy banquet breakfaast that they ran out of food and I got one small cup of cofee. The worst banquet experience ever. The doorman Keith was awesome and helpful as was Yvonne.
July 17, 2013
Rated 1 out of 5 by DB1892 This Hotel needs improvement
The front desk at this hotel is under staffed most of the time and when it is staffed sufficiently the staff is not proactive in serving guest. They let guest stand their waiting instead of offering to help them. If they are just standing there instead of offering to help the guest first has to approach them and ask for assistance. Additionally, the Valet service for vehicles is terrable. It is slow and when the vehicle is brought up you give them the receipt, they give you the keys and don't even offer to help with your bags, your are on your own for loading them. This is the worst Westin Hotel I have ever stayed in.
August 20, 2013
Rated 2 out of 5 by ESC32 Started off bad and ended up worse!
I used my Starwood points for a 2 night stay at the Westin Michigan Avenue. I was disappointed when I first found out that I could not use my points to book higher grade room or a suite, as we typically stay in a bigger room because we have 2 little kids. This has nothing to do with the Hotel itself. So it is not being graded by that fact. The first contact with the hotel was when I drove up to the valet. Attendants were unresponsive and was slow. At first I thought they were perhaps outside contractors, that valets for the building. Definitely didn't seem to be properly trained in hospitality conduct. My experience at this hotel convinced me that being a Starwood member was useless. Valet attendants were unresponsive and rude. And lastly, I could not be accommodated when I requested for a 30 minutes late check out. So much for being a loyal member to Starwood.
May 22, 2014
Rated 1 out of 5 by Unhappycusty Not up to standards of other Westin hotels
I arrived and was put in a room with a double bed even though I had been booked in a king room. As I walked through the lobby to the elevator it smelled like vomit. I thought this was a one off thing, but it smelled that way all 3 days I was there. I asked a worker about it on day 2 and he just shrugged his shoulders. When I got up to my room there was blood or some sort of pinkish fluid smeared on the wall above the bed. When I picked up the phone to call downstairs and report it, the phone was sticky! I walked downstairs and asked to switch rooms, but was told there was nothing they could do as the hotel was full.
June 15, 2013
Rated 3 out of 5 by IZMI This Westin tries
The check in personnel acknowledged me as a gold SPG member upon check in and greeted me with a warm smile. However the sincerity lacks what I expected from an SPG hotel. I flew half way across the world for several business meetings and the first thing I needed upon getting to my room was some rest and food. The hotel mixed up my room service order, which was a first for me in an SPG hotel. Given that an apology was issued, but such mistake should not have happened.
May 15, 2014
Rated 4 out of 5 by Mango70 Location location
We have stayed at this hotel for quite a few years in a row. Great location. Great staff.
I did notice on this trip that the room we had could of used a GOOD spring cleaning. The bathroom esp. The baseboards are filthy. I also think the rooms need updating. The furnishings are starting to show their age.
May 26, 2014
Rated 5 out of 5 by YAM628 Great Views Available
I am a hotellier and had an opportunity to bring my family with two small children downtown for a trip to Navy Piers Winterwonderland. We had an amanzing time. I had a bit of trouble figuring out where the line for check in was (even as far as upsetting a woman I did not realize was already waiting behind me) but Stephanie saved the day. Once I was greeted by her she was friendly, welcoming, and engaging. The room was perfect. My children could not get over the view it really made the stay. The beds were, as promised, heavenly. I only wish we had more time to spend visiting the outlets...maybe next time.
December 30, 2013
Rated 5 out of 5 by TurboCat Great features and great location
This was the PERFECT conference venue with excellent accommodations and with much sightseeing the moment you step out of the hotel!
May 29, 2014
Rated 5 out of 5 by Hatice67 Excellent Experience
My experience as a whole was delightful from the moment I walked in to the lobby. Everyone was friendly and guided to me through the hotel with a smile. I was already checked in and they had my keys ready for me. Considering the fact that it was a very hectic Friday evening, I did not wait at all to recieve my keys. The rooms were very clean. The bed was my favorite part of the entire experience. . Thank you for a wonderful stay. I will definitely be coming back.
March 1, 2012
Rated 2 out of 5 by F3604 poor service to requests.
The upgraded room did have a nice view of the lake, the bed was comfortable. The shower was weak and not very modern.
I told the staff we needed coffee creamer and they said it would be sent up, never arrived in the two days we stayed.
May 26, 2014
Rated 2 out of 5 by Jane66 Hotel not staffed to handle capacity
The staff was friendly, but we arrived at 11:00, knowing we could not check in unitl 3:00, so the family headed out to shop and sight see. Others arriving at 3:00 and later received their rooms beore we did - which was at 7:00 pm after shopping and waiting in the lobby for three hours, with crabby kids! Al the arline employees were given priority to check in before we were - they waited maybe 30 minutes for their rooms. Every day we saw people waiting for tieir rooms - appears the hotel does not have enough cleaning staff. The staff at the desk were all very young and inexperienced, but friendly.
January 2, 2014
Rated 3 out of 5 by ChrisDrexel Needs Improvement
Check-in did not go as planned and I was very disappointed. I was traveling with three adults and three young children/infants. At the time of reservation, I made a request to have adjoining rooms. The hotel confirmed in advance via email that my request was accommodated; however, at check-in the individual was perplexed with my request and stated that there was no record. After a long extended day and showing the individual the confirm delay, we received the adjoining rooms (non-SPG floor) and the junior suite (not really) smelled as if a heavy shampoo was used to clean up after a corporate event.
October 2, 2013
Rated 5 out of 5 by NativeChicagoan Always scared of horror happening, not at this hotel
I live only 3 miles away from this hotel. My husband and I wanted an in-town getaway from the kids.
Everything went smooth, from letting us double park to drop off our things, to check in and signing us up for the rewards program. It was flawless! Everyone was professional and nice.
The room was spotless, no sign of scary things like bugs of any kind. The pillows are comfy (and I use temperpedic at home so I typically don't think other pillows are good)
Bed was comfy too and we had a little slice of a view of Michigan avenue.
This place is a winner even for a native Chicagoan who lives nearby!
January 21, 2013