Rated 1 out of 5 by Tony1221 Worst Check In Experience Ever
I am not a business traveler, but I have been very loyal to Starwood Hotels. However, I just had my worst check in experience ever with SPG at Westin Chicago Northwest.
When I usually checked in at other SPG facilities, I feel being appreciated and welcomed regardless of how I am paying for my stay. Unfortunately at this one, all I feel is that I should be sorry for using cash + points.
The front desk staff was very rude. He failed to recognize my gold status, and he simply told me the room I reserved by using Cash + Points is not available. Also he claimed because I am using Cash + Points, the room is NOT guaranteed. I stayed a dozen times a year with SPG and it's really the first time I ever heard this statement.
I politely asked him if I can get an upgrade, because the room type I reserved is not available. He refused with his rude altitude again. He was totally arguing with me, and made me really upset. If he would say something nice and apologize, I might have just taken what he is giving me. But instead, he was showing the altitude as "take it or not, this is what you get".
One positive thing in the end is I insisted to talk to his manager, and the manager was helpful enough to give me a better room, although the room is a little old and below Westin standard.
November 17, 2014
Rated 5 out of 5 by Deni123 Enjoyed our stay
The bed was really comfortable and the pool was nice. There was not a noise problem and Shula's was excellent!
November 17, 2014
Rated 1 out of 5 by Mway40 Platinum Status Not Recognized if Using Points
This is the second time I have stayed at this property using points-as a Platinum member to no avail. Both times P consistently said, "No upgrades were available." Funny, I had several friends contact Reservations-spoke with Felicia, Brian and Carolyn and they all stated three standard suites were available when I checked in! Again, this is the second time- this is not a coincidence! The last time I did the exact same thing when I overheard the desk state- "they are using points, only a standard is available!"
So much for loyalty! Clearly, being a Platinum Member means nothing at this hotel!
February 6, 2013
Rated 3 out of 5 by ORD1 Beware $10 facility fee per room per night
Hotel is ok, but keep in mind that a $10 facility fee is added per night.
February 5, 2012
Rated 1 out of 5 by tommy777 Facilities fee, a first for a business-local hotel
Booked a 69 dollar rate and was upgraded to a corner suite. When I got the bill, the hotel had added a 10 dollar "facilities fee" which includes local calls, one bottle of water and unsecured parking.
I have hundreds of SPG stays and this is definitely a first. Two thumbs way down.
I went back to my booking and they do tell you up front, so a 14% addition to the room rate I paid for nothing. Totally didn't pay attention because no hotel has ever charged a fee like this except resorts.
November 19, 2013
Rated 3 out of 5 by SPG508 Surprise Charges
This hotel is fine except for the mysterious $10.60 facility rate upon checkout. I asked what it was and they said it was for bottled water in room, use of pool and gym. The fee is fine but it should be advertised upon booking the reservation or just included in the rate. I don't like surprises.
August 10, 2014
Rated 3 out of 5 by Racer13 Facility Fee
The room was very comfortable and the hotel was quiet. It is conveniently located in the northwest suburban area of Chicago with easy access to major highways.
February 29, 2012
Rated 2 out of 5 by Kooky not a 4 star
The room carpet was dirty and had stains, no parking because there was 2 weddings and the staff in shula`s were not thankful for any kind of tip, very cold not happy employee`s . Being a Westin I expected more.
October 20, 2014