Rated 3 out of 5 by mcrsloop Service needs improvement
The hotel is very nice, with clean well appointed rooms and facilities. The indoor pool is what made the decision for us. However, I felt the service was below what I've come to expect from Westin and Starwood in general. There was no one available to help us with our luggage when we arrived. When checking in I was not asked what I would like as my gold member welcome gift. I was also told that my breakfast vouchers (booked a breakfast rate) would be delivered to my room. No vouchers were ever delivered. I called service express to get more pillows for my pregnant wife and towels were brought. The next morning I called to say the vouchers were not delivered and no welcome gift had been offered. I was told that I would receive a call back. After an hour and no call back, we went to the front desk to get the vouchers. When checking out I noted the lack of call back and they did provide more SPG points for the inconvenience. But that doesn't explain the failure in the first place and lack of a call back. F So while the hotel overall was fine, the poor service was a major disappointment and not up to expectations.
May 29, 2012
Rated 1 out of 5 by JanooB No regard for customer
This was my first time in a Westin and I had high hopes of a great customer service.
Unfortunately, I received an entirely bad customer service when I attempted to resolve my overbilling issue with the hotel staff.
I had been overbilled, and instead of working with me to correct it, the hotel staff in effect told me to go to xxxx. I had to get help from SPG customer service to get my bill corrected. But even after that bill resolution, the hotel did not correct their bill for 4 days. I had to follow up to get me the corrected bill.
Needless to say I am not staying at this Westin anymore.
February 3, 2012
Rated 5 out of 5 by DavesNotHere Amazing Staff
I booked a standard king size room for the weekend. I was proposing to my girlfriend this weekend, and indicated that in my reservation. The staff was super helpful when we checked in, upgraded us to a Junior Suite, and even had a bottle of chilled champagne waiting for us in the room when we came back from dinner! Thanks for making the weekend super special!
September 25, 2013
Rated 4 out of 5 by wigstheome Nice Stay
Checked in on a Thursday night. Check in was rather slow, as to her credit, the woman at the front desk walked a registrant through how to enroll in SPG and its benefits. Was given a suite (1007) as reserved, and was offered points for my amenity, plus a breakfast certificate for the following morning given that the club would not be staffed. Parking was free.
The room itself was reasonably sized and was comfortable, although lacking in natural light in the main room. Everything worked well and was in good upkeep.
October 6, 2013
Rated 4 out of 5 by WorldTraveler73 Shiny New Hotel, But Devoid of Human Interactions
Hotel is relatively new, so the physical facilities are shiny, clean and nice, including modern rooms, a large pool for swimming, well equipped fitness center and fast internet speeds. The restaurant, Saranello's, is also very good (you can tell by the large number of locals that frequent it, so there can be a wait). Maybe it was because the stay was over a Sunday night when the hotel was fairly empty, but it felt like there was a total absence of human interaction (other then a friendly check-in). There was no greetings or even a hello the numerous times walking through the lobby or passing an employee in the hallways or other public spaces. The club lounge, which had a nice breakfast, was also deserted the entire time I was there. I would return, however, if in the area again, as the physical facilities are dependable.
November 28, 2014
Rated 5 out of 5 by Tregg01 Fantastic Stay
This hotel really impressed me from my initial phone call to checkout. I needed to be in the Chicago area last minute, and I called to see if a suite upgrade would be available if I booked. I was assured I would be upgraded to a junior suite, and Georges would personally see that it was noted. When I arrived, Georges remembered me and said the suite was, indeed, ready to go. Given free breakfast as my amenity, so the Platinum recognition was wonderful. Room was very spacious...almost too large for the amount of furnishings. Would not call if luxurious, but it was nicely appointed and the bathroom was large with a huge shower, including the Westin double shower head. Very nice, spacious public areas and good selection of restaurants. Breakfast buffet in the morning was among the best I've had, with fresh squeezed orange juice, which is a rarity. Took advantage of a late checkout, and will certainly stay here again when in the area. Thank you Westin Chicago North Shore!
August 5, 2012
Rated 5 out of 5 by Diane1117 Excellent service--above and beyond
Upon arrival, my husband and I were greeted by friendly, professional staff. Our room was nice:clean, comfortable and spacious. What really made this stay notable was James, who was working the front door the evening of 9/7. We were there to hike the Des Plaines River Trail. James not only pointed us in the right direction, but walked us to the trailhead, giving us pointers on the scenery and making us laugh with his stories about the area. When we returned, James remembered us and asked us about the sights. We were impressed not only with his friendliness, but his ability to make us feel like valued guests.
September 9, 2013
Rated 2 out of 5 by bobbie check in and front desk staff unsatisfactory
Had confirmed reservation that stated I was on the Club level with access to the Club (evening appetizers and breakfast included). Informed at check in that Club closes on Thursday mornings (bizarre to me) and there is nothing up there. I was told to make it up to me I would get a free breakfast coupon (which never arrived ), some snacks and water ( nuts arrived at 8 PM with soft drinks(had checked in at 1 PM, and do not drink soft drinks), and an upgrade to a junior suite. The room was large but not a suite, just had two beds and normal desk, couch etc. Will admit the bathroom was quite roomy though.
February 9, 2013