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 F92011 Pleasant Staff, Old & Dated facility
Staff was friendly & helpful. Good location, older facility that showes it's age. I don't feel that facility is up to Starwood standards or Starwood guest expectations.
I have stayed at several Starwood and Westin locations worldwide, but find this facility to be at the bottom of the list compaired to all other stays.
December 3, 2013
Rated 5 out of 5 by drsher08 Great location exquisite bed
Always reserve a premier room, wonderful views, spacious and comfortable bed, great service. Hotel is quiet, and has a wonderful very welcoming feel.
December 3, 2013
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 1 out of 5 by David122013 Unpleasant experience.
Hotel is very noisy. In the middle of the night a neighbor was being very noisy, when we tried to call the front desk the phone in the room was not functioning. Had to use cell phone to call hotel, over an hour later someone finally came to quiet the neighbors.
December 1, 2013
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 4 out of 5 by Chex Location
Great location. Small room. Poorly maintained bathroom. Decent amenities.
November 28, 2013