Rated 3 out of 5 by TravelinKen Great Location - Average Westin
As a recently turned platinum member I was very disappointed with this hotel.
I feel the hotel relys on its great location to ensure customers keep coming back. I checked in at 4:30pm and it took me about 35 minutes to actually get checked in. There was a huge line of people and 3 front desk staff.
The front desk staff seemed unconcerned about any status I had and "upgraded" me to a city view room.
This hotel does not offer a lounge.
Other than the location I didn't feel there was anything special about this hotel and there certainly wasn't the feeling of luxury.
If you get a low rate and want to stay here for the location only, then you will enjoy it but don't expect more except a very long check-in line.
December 19, 2011
Rated 1 out of 5 by Jack24 platinum rejected
I checked-in two days ago and was told that I was getting a great room with a lake view. Great view, but I stay at SPG for Business, not pleasure. When I questioned the front desk about Preferred floors, I was told that all the rooms are the same??? After staying 50 + night a year at SPG, I know better. They have 9 floors for preferred quest and was not offered a move. Then I spoke to the Manager and he told me the rooms are the same, not true, I have a business associate staying on a “Preferred” floor and our rooms are not alike. So I was lied to and that is not acceptable! I also had to call to get downed pillows, which is on my profile. Be very careful booking here if you are a seasoned traveler and a SPG Platinum Member. Many more great properties in Chicago to choose from!!!
July 31, 2012
Rated 4 out of 5 by Parrothead629 Great Location
Great location that is close to shopping on Michigan Avenue. This is second time in 2013 I have stayed in this Westin and last time I had a great experience and this time it was good to average. The hotel was very busy and the women at the check in told me something like 500 of the 700 rooms were sold that night. Great for the hotel, not so great for me. The room was small, located right by the elevator on a low floor and the carpet was stained in the room. Normally, I am able to stay in a high floor away from noise. I know the complaints are minor but it makes me think of looking at other hotels next time I am in the area for business or pleasure.
December 15, 2013
Rated 3 out of 5 by JessicaH Housekeeping a shame
We had a dirty towel on the floor beneath our bathroom counter. That's a little gross, but didn't think much of it since the rest of the room was clean - that is until our friends were assigned a room that had not even been cleaned prior to their arrival! When they changed rooms, they were again given a dirty room with dirty towels on the floor. The front desk reply? "Oh sorry about that." Worst Westin I have ever seen. Halls are dingy and plain. Where is the stylish Westin I love? Lobby bathroom was pretty dirty - yuck! I expected more from a Westin. Lobby sundries was literally always closed, even in the mid-morning rush. In terms of location, location is great, but there are much nicer hotels for your money on Mag Mile with better housekeeping and a nicer lounge. We won't stay here again.
April 1, 2013
Rated 4 out of 5 by JetD August stay
We have stayed here many times. This time was my least favorite experience. The toilet had a very thick layer of mold under the rim. also on the Saturday evening, from 8 pm to 12:30 am we were literally rocked out of bed by a wedding reception being held on the floor above us (16).
August 19, 2014
Rated 5 out of 5 by SMP2014Ridiculous Hotel fabulous location
When it comes to Comfort, convenience to Magnificent Mile & cleanliness it's at the top ! The most friendly, courteous staff. Plan on staying there every time I return.
August 20, 2014
Rated 1 out of 5 by Jennica1977 Hotel is a total disappointment
I am a Gold SPG Member and chose this hotel for the location. However, the hotel itself is in poor condition and in need up updating and normal maintainance.
Our room was dated and in desparate need of a remodel (carpet very worn and patched up, window shade fell down when trying to open it, desk must have been recently stained to cover scratches because it was coming off on our clothes and hands while sitting at the desk, etc).
Also, we were told that a late check-out of 4:00pm was extended to us due to our SPG status, but when we returned to our room after shopping at 3:15pm, we could not gain access to our room. Had to go downstairs with all of our bags and ask for someone to let us back in our room.
Very disappointed in this hotel. The only thing it has going for it, would be the location.
August 13, 2014
Rated 5 out of 5 by AwayWeGo GandCinChicago
Facilities and staff are excellent. Location is perfect. Easy to walk to all locations for restaurants on Rush St, historic sites, lake shore drive and shopping.
August 20, 2014
Rated 2 out of 5 by Ginalola1978 July 31 to Aug 3 Chicago Michigan Ave
We had bugs in room, that actually crawled up on us! No one asked where they were. When someone came up to move us, he wouldn't even come into the room. Makes me wonder if they even did anything about it. No one checked with us the next day. Even though they apologized and took 50$ off bill, it really felt as if they didn't care almost seemed as if this has happened before. This was our first experience in a Westin and we were extremely disappointed with the total quality for the price!
August 13, 2014
Rated 2 out of 5 by StephanievC Room was a Cave
We stayed for a birthday weekend using points but, with an upgaded room. The room was lage but lacking furniture (it looked like they got robbed!). The walls were empty and the room was pooly lit. It felt like an absolute cave. Was it clean? Yes. Would I call it nice? No not really. Would I stay again? Prob not. It was really disappointing because its a great location. The good news is that we couldn't stand to be in the room so we were out all day evey day.
September 18, 2012
Rated 1 out of 5 by Ryeman Surprsingly Bad
I was shocked by how bad this hotel was for being a "high end" property brand. My room was run down with stains or fading on the glass tops. The ice machine on the fourth floor was in a dirty storage room next to trash cans, linen bags and room service trays. The bathroom also had plastic cups wrapped in plastic like you would get in a low end property. (I took pictures if Westin wants to see this lovely hotel.) Typically, I wouldn't write such a review, but I feel I got taken here. I attended a conference here, so I didn't shop, but certainly didn't expect a hotel this bad. Chicago is expensive, but at this price and Westin being a quality brand property, I didn't expect this. I think Westin should refund me part of my stay and if they care, work on fixing some of these things for future guests. On the plus side, the location was great.
August 15, 2013
Rated 4 out of 5 by WildcatVisit Can't beat the location
The location is perfect if you plan on exploring downtown museums, shopping & restaurants.
Compared to other Westins, the rooms are a little more shop worn, but the beds are still comfy.
August 18, 2014
Rated 4 out of 5 by Pau863 The hotel has nice service quality
During this summer, my wife, my son and myself stayed at this hotel for some 2 weeks. We feel very comfortable and the staff are friendly and handle each request at the higher quality.
August 18, 2014
Rated 2 out of 5 by ICcustomer123 Time for a refresh
I've stayed at this hotel several times over the years. The location on North Michigan Avenue is outstanding for shopping. Over time the rooms have become dated and unkempt. This most recent stay was a 5-night stay. My shower had evidence of black mold. The room was very dirty and evidence of items left by past guests was present on the floor and behind the curtains. Room cleaning occurred very late in the day (between 3 and 4pm each day) For the price, I will not be staying here again. My SPG gold status resulted in no positive experience and I was placed on a standard floor despite multiple floors available for SPG guests.
March 24, 2013
Rated 1 out of 5 by dave353535353 more service
made reservation for connecting rooms. called back to confirm day before arrival and reservation stated that was correct having connecting rooms. arrived around 11am. room were not ready and confirmed again having connecting rooms. then when we arrived back to hotel and checked in, the rooms were not connected. When you have small children you need connecting rooms. This is completely unexceptionable.
November 26, 2013
Rated 5 out of 5 by Tez87 Pleasant Experience at the Westin
This was my first stay at the Westin on Michigan Ave and it was a good one. Although located on a busy road, my room was on a side street and very quiet. I liked the opportunity given to forego having the maids come in every day - and you even get reward points for it.
August 16, 2014
Rated 5 out of 5 by Andi One of my favorite Chicago Hotels!
I have stayed here many times and am never disappointed. Last weekend, we celebrated my sister's bachlorette party in Chicago. I live in the burbs and there was no doubt where this crew from Baltimore needed to stay. It was the perfect location: Next to a ridiculous amount of great shopping and steps away from amazing restaurants down Rush. We each had great views of the lake or up/down Michigan Ave. There were many things that the staff delivered to our rooms from friends and they truly made us fee special and welcome. There was no problem too small. As a platinum guest I can say this is one of my go to favorites...stay here when your in town..you won't be sorry.
July 12, 2012
Rated 5 out of 5 by Mikes Can't wait to return!
I typically, stay at a starwood property. This one was perfectiy dituated adjacent to the John Hancock center and the neighboring Water Tower Place mall. We came for my Son's 10th birthday. The kids spent time at both the Lego store and the Amerigan Girl shop. Upon return to the hotel from dinner at the Cheesecake Factory (Next door), Kira the Westin Hotel concierge, set up a surprise dessert table of personalized chocolate birthday card and a tray of fresh baked cookies and milk. It was so thoghtful and so elegant too.
Great location. Beautiful accomodations. Great cutomer service and Kid friendly. Cant wait to return!
January 19, 2013
Rated 3 out of 5 by DivaCommish Hopitality? Not at all
Jasmine, the front desk person needs to find a job that does not require contact with the public. Had to wait almost four hours for a room. Thank you Jasmine! I watched several flight crews get checked in, watched several guest get checked in, changed and out for the evening while I waited. Jasmine told me the guests in the room had a check out time at 3:30 and the room would be ready by 5. Checked at about 5:15-5:20 and was told the room was not ready, but by her actions and the facial expressions indicated that she was not checking on the room but was going through the motions to make it look like she was checking. At 6:27 p.m. finally received a call that a room was ready. A close to four hour wait for a room. This is year 12 or 13 the NGCRC has used the Westin as a host hotel and I have made it clear to the Director that it is time for a change. I could understand if it were just me (not really) but when I am hearing story after story about reservations being screwed up that is NOT OKAY!
August 15, 2014
Rated 4 out of 5 by cb17 Great staff and location
This hotel is in a great location on Michigan Ave, close to shopping, restaurants and clubs, quite a few w/in walking distance. It's also located across the street from the city tour bus stops. The staff is super friendly and accommodating, from front desk to valet to housekeeping and the 3 members of the concierge staff that we consulted were super knowledgeable and helpful. The lobby is spacious with lots of seating. The onsite restaurant, The Grill, has fabulous food. (I had a delicious salmon burger there) We arrived well before check in time, after a sleepless night on AmTrak, and were able to get a room within an hour or so. The room itself was not what I expected - minimalist i guess you could say - few decorative items, no mini bar, but then I've never stayed at a Westin Hotel before. The lake view from our room was just amazing though. The room was clean, and we had to call and request robes from housekeeping. The phone was difficult to use. There was no cord so I could only use it via speaker. The drapes in the room were off track and the drapery rod had become unattached, and one of plates surrounding an electric plug was badly cracked/broken. Nothing that inconvenienced us in any way, just not what you would expect to find in a four star hotel. However, before I had a chance to report these issues, they were repaired! They are either mind readers, or perhaps they heard us discussing it on a phone line that had not been disconnected?? Mattresses and bedding were nice. My friend found them to be a little soft, but that's always a matter of preference. Toilet, sink and shower were in good working order. TV channel selection was minimal, but we were there to explore, so that wasn't a problem. Overall, we enjoyed our stay, because of the location, and a very friendly and helpful staff.
August 19, 2014
Rated 2 out of 5 by MNTraveler81 Faded Glory
As someone who used to dearly love and look forward to this hotel...this was beyond gutting. This was my little piece of solace in Chicago, and now...well, lets just say I won't be back. Why, might you ask? Well, the room was clean. The housekeeper for my room was meticulous. That being said, the constantly running toilet, the grotesquely hard beds, and the noise problem were terrible - all of which I've never experienced in a lot of visits before to this property. Didn't appreciate that checkin agent referred to my room as an upgrade, when in fact it was what I had paid for. And 30+ rings to attempt to get a hold of 'Service Express'...multiple times? I would've liked to have spent more money at the property, but i can't spend it on room service if no one answers, and having my keys reset twice?
Houston, we have a problem - which is why we checked out a day earlier and decamped to a different hotel. Just terrible. Avoid like the plague.
July 8, 2013
Rated 5 out of 5 by DonP47 It is like coming home.
We have a son who lives in Chicago so we visit the city several times per year. It is always wonderful to return to the Westin Michigan Avenue. Many of the staff members recognize us and everyone is always willing to go the extra mile to make us comfortable. Of special note was the treatment we received back in 2010 when an East Coast blizzard stranded us in Chicao for three days longer than we planned to stay. We were made to feel welcome, not as if we had inconvenienced the hotel by extending our stay.
March 5, 2012
Rated 2 out of 5 by Momof2 Big disappointment
Our room was located directly behind the elevators and we could hear the elevator at all hours of our stay. Our view was depressing: gray buildings on all sides. We had to twist our necks to see a patch of sky. The desk chair in the room was dirty and the hallway smelled of smoke. This abysmal room ruined our otherwise pleasant trip to Chicago.
April 2, 2012
Rated 4 out of 5 by RF71 Wonderful experience
I was only able to stay for one night but I felt the service was great! The wonderful lady helping me with check in was so kind....I was also upgraded to a suite by the manager. I loved the location and would definitely stay here again.
August 14, 2014
Rated 2 out of 5 by Cassy16 Disappointed
I have stayed at other Westin hotels and the was by far the worst. The room had double beds, which most hotels have have queen size beds. The room was also was also small. The cleaning person, made one bed and not the other, due to 3 shopping bags being on the bed. She. Pull of moved them to make the bed. Our bathroom towels were not picked up, no clean glasses or plastic glasses were left. We called the front desk and informed them of this and the cleaning person came to our room and quote on quote, she said "what's your problem". If this person was kidding she should had said and it could of been reworded.
December 29, 2013
Rated 5 out of 5 by DrRoman Nice Place Away From Home
The staff was excellent in providing individual service in all areas. It is nice to be able to order only one pancake and coffee and not have food wasted or left over. This is important for diabetics and small eaters!!
August 14, 2014
Rated 4 out of 5 by arnievale Very good hotel in a great location
This hotel meets expectations for what it purports to be. It is comfortable and functional in a great location. The Westin Michigan Avenue is across the street from the John Hancock Building. Rooms are clean and almost minimalist which works for me. I was on a high floor, so noise was not an issue: an outstanding feature in urban accomodation.
August 11, 2014
Rated 2 out of 5 by amoore22 Poor "Service Express"
We enjoyed the deluxe package with a view of the magnificent mile. The view was great - the service was terrible. We ordered champagne and it never came. We ordered a key to the mini-fridge. It never arrived. We asked for bell service and waited 30mins only to learn they were never called. I ended up going to the lobby and getting my own luggage cart. We had late check-out and were called by the porter - asking us why we were still in the hotel. When we explained our late check-out status she said she would let it go "this time". If it wasn't for the view and the location we could not stay here again.
November 26, 2013
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 5 out of 5 by Johntp The Staff excells
From the bellman to the desk clerk to the bartenders all the staff we met exceed and excelled in meeting our needs. Friendly and comfortalbe in their duties you can tell they enjoy working at the Westin
July 29, 2014