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 3 out of 5 by RSFU Solid location
Housekeeping failed to replenish shampoo, condsitioner etc...
July 14, 2014
Rated 4 out of 5 by Husker01 Room Rate
Very nice staff people. Bell hops, concierage excellent.
July 14, 2014
Rated 5 out of 5 by Franny7649 Accomodations
The hotel has nice amentities and in a great location. My stay was comfortable and service excellent
July 13, 2014
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 3 out of 5 by Cas1825 Colleen
We were in town for our nieces wedding which was held at another venue. Our adult children and their spouses along with our extended family and all of the out of town guests for the wedding were staying at the hotel.
We had 2 problems with our room. The refrigerator was not cleaned out prior to our check in. When we went to put left overs in the refrigerator late Saturday night we found a yogurt and a container of blueberries had been left by the prior guest. The second problem were the pillows. We had a king bed that had awful pillows, they weren't just soft there was no support in them at all, worst pillows I have ever slept on.
These problems don't even begin to compare with the fact that the elevator began dropping floors when our adult son (29) tried to take his puppy down for a walk on Saturday morning. He began ringing the alarm over and over again. When the doors finally opened, a couple of floors down, he began to get out and the elevator began to drop again and he was almost cut in half. We asked to speak to a manager on duty and were told she didn't know anything about this, and it was no big deal because she'd been stuck on elevators before and nothing would happen because there are safety stops. Then the manager also told us that the elevator company told her never to get off of a broken elevator because you could be cut in half . At this point she stated she would offer to buy our son a drink but that it was a little to early for that!!!!!
My husband and I could not believe the managers attitude, we expected much better when staying at a Westin.
July 14, 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 sheryl17 staff fell short, hotel is nice
The hotel has a great location. The staff was terrible. Our room was not ready until after 5:00pm! Also, the next day our room was never serviced. We returned from being gone all day and our room was never cleaned! The response was, "nobody was gotten to it yet on that floor". Also, the woman at the front desk was not very friendly and seemed very confused.
June 30, 2014
Rated 3 out of 5 by Bill4LA Needs Some Improvement
I am a big fan of Westin and would definitely recommend them to friends and colleagues.
Starwood's online registration site is very easy to use and offers guests an opportunity to send a note to hotel management (on specific requests). Although the hotel can't guarantee that they will honor each and every request, most of the properties do make an attempt.
I usually ask for a quiet room without a common, adjoining room door (that connects one hotel room with the one next door). I also usually ask for a no-pet floor. While I like cats and dogs, I am allergic to most animals and am also allergic to flea bites.
I was greeted by a very nice person at reception and was told that I was upgraded. When I got to my room, it was very close to the elevator and had a common door with the room next door. During the evening, I was disturbed by guests getting on and off the elevator, and by the hotel guest in the room next door. I also heard loud conversations by the hotel's housekeepers right outside my door.
To make things worse, I left with three flea bites.
When I called the valet to retrieve my car, there was no answer. When I called a second time, the person accidentally hung up on me. When I called the hotel operator and guest services, there was no answer. When I tried again, it went to a voicemail.
The positive aspect of this property is its location. It is close to restaurants, offices and shops along the Magnificent Mile. They also have a nice gym.
July 11, 2014
Rated 4 out of 5 by Rich9311 Food & Beverage
Prices too high at THE GRILL and food wasn't that great.
July 8, 2014
Rated 4 out of 5 by Aunt Busy Hotel in great location
We enjoyed our room and all the staff were very pleasant. We were in town for a wedding and asked for early check in which we did not get. There were even some in the wedding block that were delayed past check in time. I know the hotel was full with several weddings. There was a long delay in releasing a room from housekeeping and letting us check in. our wedding was at 4:30 and I am glad I was mostly ready when I got to the hotel.
June 23, 2014
Rated 5 out of 5 by Snut This hotel was great
We stayed here 4 nights and had a wonderful stay everyone was were friendly.
July 7, 2014
Rated 3 out of 5 by travler100 Fine, not great
A bit of a line for checkin. The SPG Gold checkin sign not obvious so we missed it. We asked for a late check out & room upgrade but had to wait several hours in the restaurant for the room. Finally at 4:30 we went back to front desk and were told room was not ready so we were given an equivalent room that was ready. The room we received was right near the elevator so a bit of noise, not a big deal. Room service was so-so and very expensive. Both days they were out of the potstickers I wanted to order and the chef's inspiration dish was not available. I was told the chef was not inspired that day. On our last day we came back to our room after lunch about 3pm to freshen up and get our suitcases. We were locked out. Having to go back to the lobby and wait in line just to get back in our room was annoying. The problem was fixed but we didn't really even get an apology.
June 24, 2014
Rated 2 out of 5 by unhappyguest2L8 Unacceptable
I was directed to print my return flight boarding pass by the front desk at the Fed Ex office center. Then I was charged $3.63 for printing. I'll never stay at a Westin again. There are many other choices in Chicago. I have never heard of a hotel doing this. I complained to the front desk with no acknowledgment.
June 30, 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 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 Mike1010 Outstanding Staff and location
I arrived early , well before check in time and the gentlman at the front desk offered me a few options I chose to leave my bags and begin exploring chicago . The door man and bell hop took some time with me and gave me great advice on where to get started. While eating lunch I recieved a call that my room was ready , Everyone seemed to be there just to make sure I was getting the best teatment possible and having a great experience. Thank You
June 18, 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 Great Staff
Exceptional courtesy from the staff at this hotel. The check-in went smoothly including help with getting Starwood points.
The restaurant staff really made me, a single female diner, feel totally welcome.
June 30, 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 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
Rated 5 out of 5 by Kareno Great stay
This was a excellent visit we ate in for lunch and breakfast the food was great and the staff was outstanding. Great food good value especially being in the city. After we got home my son realized he left his ipod behind so disappointed to end such a great weekend. I called the hotel just in case someone found it Antonio Thompson Security took my call went immediatly went upstairs in search of it took my number called me back. The maid had found it I was thrilled so was my son. The ipod was promptly sent to us. Things like this do not happen often today,I would like the two of them to be praised for honesty and pride in the job they do for you Thank you and happy holidays to you and your st
December 18, 2013
Rated 2 out of 5 by DisappointedinChicago NON-Heavenly bed
I'll start by saying the location of this Hotel is perfect for exploring Chicago and we loved it. The restaurant was also surprisingly good and really cool. Unfortunately the Beds and decor reminded me of a motel not a Westin. The bed was very uncomfortable, the pillows lumpy, and the sheeting coarse. We complained at the front desk but were told that "it is what it is". I am SPG Gold and travel a lot for work and fun and have stayed at SPG all over the world. I was not impressed with this hotel and would look elsewhere when returning to Chicago. At a minimum they need to provide a Heavenly bed!
August 22, 2013
Rated 3 out of 5 by sas1275 This hotel needs an active security officer
Love the location of this Westin but found several areas lacking. Our 5th floor room was very small and our only view was of the hotel's exhaust systems. The bathroom needed to be cleaned more thoroughly. The most upsetting situation occurred on Saturday night/Sunday morning. Between 12:30am and 4:00am there were approximately 5 groups of very loud and completely obnoxious people that went down our hallway - waking us up each time. I cannot imagine that there are not security people monitoring guests as they come in to head off such issues before those groups are on a floor full of rooms of sleeping guests. Our check out clerk did not even ask us how our stay was. We will not be returning.
January 28, 2013
Rated 4 out of 5 by d123xdsedr WI-FI
I can't imagine at $250 a night to stay at your hotel why you wouldn't offer FREE Wi-Fi! The cost per night should cover your costs to offer FREE Wi-Fi to all of your guests.
June 30, 2014
Rated 2 out of 5 by Nique263 Very disappointed...not what I expected from the Westin
By far, this hotel location was one of the most disappointing of all of my Westin hotel stays. Although it has a great location in the loop area of Chicago, the room was terrible. When we arrived there were multiple yellow stains on the white bed spread an it looked as if someone had simply pulled the covers up after a nights' rest. It simply was not clean. The room was also sparsely decorated and just underwhelming. And, to top it off, the bathroom stopped working in the middle of the night. My husband had to fix it so that we could sleep through the night. You never want to find out that your toilet has stopped working at 3am. Very poor experience. I will not return to this hotel location.
January 20, 2013
Rated 5 out of 5 by LDew Wonderul experience
Thanks so much for a wonderful experience. Really, I usually don't take the time to complete surveys. But the exceptional service and quality of EVERYthing was phenomenal. From the front desk staff's graciousness at simply providing change for tips, to the Grill server and cooks allowing me to order breakfast item after the 11 am cutoff AND it being amazing, was so appreciate.
June 20, 2014
Rated 5 out of 5 by JRCG Wedding Block and Breakfast at the Westin
We recently stayed at the Westin and couldn't have been happier! We had a block of rooms for my daughter's wedding (including 6 guests rooms for my immediate family) and also hosted a breakfast at the hotel. The rooms were great - comfortable and clean. The breakfast was perfect - food was delicious and the setting beautiful. Though the wedding was off-sight, the hotel staff was very helpful and accommodating, and worked to meet our specific needs.
June 12, 2014
Rated 4 out of 5 by Btrivedi Consistently Great Hotel
I travel for a living and have stayed in numerous cities at numerous hotels across various chains. SPG has always been my preference and it is because of hotels like this one. The staff is courteous, attentive, and proactive. They have taken care of the requests I have had (no matter how difficult to execute) and done so without issue. I wish this hotel had a club lounge for snacks and such but given how the staff can provide work arounds, it hasn't really been an issue. I have stayed in Chicago for the last year and between the two Westins in the city, I have had a great experience.
May 11, 2012