Rated 2 out of 5 by AtlantaPete Missed the mark
I am a SPG member and stayed at other W's in the country with fairly good brand experience. This one in Chicago just fell flat for me:
1) Staff was not as attentive and had to wait for help at different times in day.
2) Staff was not clear that I opted for Green program. Found out after my room was not refreshed and asked to have room service and did not happen.
3) Bar staff was noticeably not friendly and seemed stressed. Went somewhere else for drinks.
4) W's have a signature scent in their hotels and my room for some reason had a mildew smell.
5) Front staff 'upgraded' me away from my original booking to a "larger room" that had 2 beds and offered "courtyard side of building due to privacy and quiet atmosphere." My room looked directly at the office building next door with open windows and I was put just outside elevators and was very noisy. How was this an upgrade for a SPG member?
January 31, 2014
Rated 3 out of 5 by Geesee An ok stay
The room was fine, the bathroom small but the hallways were not so nice an a little dirty. The room garbage can was not emptied and the carpeting could have used a good vacuuming. The gym was very disappointing - small, not enough equipment for the number of guests using it. I got to the gym every morning at 5:30 just to beat the crowd. The staff was friendly but it didn't feel like what a W should feel like.
January 18, 2014
Rated 5 out of 5 by Vivette W City Center Chicago
The staff was extremely helpful -- particularly John (maestro of the lobby), and George at the concierge desk. The front desk upgraded our room without our asking, and put us on a higher floor. Bottled water was plentiful, the gym -- while not huge -- was larger than those at many similar hotels. I appreciated the hotel package that included valet parking and drink coupons. All in all, I was very satisfied.
January 13, 2014
Rated 3 out of 5 by kjd001 Inconsistent Service
I stay at this hotel frequently. Many times I rave, but my stays are becoming more and more inconsistent. On this last stay, I did not receive my Gold upgrade. I was not even asked which Gold reward I wanted from the new choices as of March 1. And I was stuck in a room so small that I could barely pass between the bed and the desk without scraping my shin on the bed frame. If this had been my only stay, I wouldn't do it again.
March 9, 2012
Rated 5 out of 5 by MotherOfTheBride Lovely hotel
Excellent weekend experience - only 2 complaints. (1) I'm sure I forgot my phone charger in my guest room. I called the W for several days following my stay and the charger never made it to their Lost and Found, which was rather disappointing. (2) Our party booked on of the suites to use as a hospitality area. We requested the room be cleaned between certain hours, but the Staff was a no-show and we had to clean it ourselvees.
October 25, 2012
Rated 2 out of 5 by Neelie Smaller than my dorm room
If you like small hotel rooms and even smaller bathrooms then stay at this hotel. For the $300+ per night I would have expect more from a hotel. Bed was amazing and trust me that made up a little bit for the tiny, tiny room. Also if you are light sleeper stay away, as the "L" goes right past the hotel. The staff comp'd us breakfast for some check in issues and all of it was cold. Pancakes and sausage, not very good cold.
August 10, 2012
Rated 4 out of 5 by Austonian Nice W Property in Heart of Chicago
OVERALL IMPRESSION: Nice W hotel property located in the heart of downtown Chicago. I recommend this property for anyone who wants to be within walking distance to all of Chicago’s main sites. The hotel is located near the “L” train which can be somewhat noisy if you’re on one particular side of the hotel, so request a room on the opposite side if you’re a light sleeper.
SPG RECOGNITION: Excellent
THE ROOM: I was upgraded to a large, spacious room. Decore was fresh and consistent with the W brand.
EXCEEDED EXPECTATIONS: Room layout and size.
DID NOT MEET EXPECTATIONS: No line at check in. However, took probably 5 minutes to complete the process. Thought that was a little out of the usual. Other than that, all was great. Also, was given a room with one window and it was obstructed by a fire escape ladder--so I just requested a different room and was good to go!
February 25, 2013
Rated 1 out of 5 by DavidAtlanta Mediocre Customer Service - Research All Policies Before Booking
This visit was a follow-up to another trip in May 2012. I had some minor issues and hotel management contacted me and invited me to come back. I booked my room via the SPG website and this time I received an email from the concierge a week or so before my arrival, which was a nice change from last time. I didn't specifically tell them I was coming because I wanted to experience the hotel without thinking that they were treating me special because I complained once.
Well, this time they gave me a lot more to complain about (and the issues were much more substantial than last time). It started when I had to wait 2 hours for my room despite requesting an earlier check-in. I totally understand that it's really them doing me a favor based on availability and clearly they were full this weekend.
While I was waiting I had my luggage stored and then asked the concierge for help booking the Acura Experience. By the time my room was ready the Acura Experience was already full. I found out there was still some availability at the time I reached out to the concierge (and for about an hour afterward). Clearly she neglected to reach out on my behalf and I missed out.
My room was finally ready and I gave the luggage guy my ticket to have it brought to my room. But for the fact that I was standing in line waiting to follow-up with the concierge, he would have given my suitcase to another guest. I saw him bring it to them and I purposely waited to intervene to see how he handled himself. When I finally said it was my bag the guest apologized, even though it wasn't his fault and he had nothing to do with the error. The luggage guy didn't say anything and I brought my bag upstairs myself.
I really wanted to settle in quickly so I could get my trip started and start coordinating meeting friends. The employees continually reminded me that check-ins aren't guaranteed until 3:00 PM. I realize that, but it was disappointing especially since they knew about my request at least a week prior to my arrival.
There were many other issues that came up and I'll save those specific details for management to address before adding them to a review. This hotel is no longer my first choice when coming to Chicago.
August 11, 2012
Rated 4 out of 5 by manda204 Small rooms
Was told room would be small but didnt realize it would only have room for one person to move about in it at once.
March 31, 2014
Rated 5 out of 5 by Yogi Amazing Staff - Wonderful Hotel
Like many W Hotels, City Center in Chicago looks cool, its decor, music, and general vibe are geared toward a young demographic.
The building itself is beautiful and historic as made known by the extraordinary lobby.
Several times before I had visited W City Center, but this last time everyone went out of their way to make me feel welcome, even special.
The managers and staff are to be commended, the enthusiasm and attention of everyone from the doormen, to front desk, bell staff, (everyone) was simply amazing.
So great was this last stay that I can't wait to go back.
The hotel's location is fantastic - blocks from Willis Tower, Greek Town, a very short cab to the Art Institue, as well as most any Downtown Chicago attraction.
My only mild criticism is that the bar and restaurant are good, which is good enough, but not super.
W City Center is well worth your while.
August 15, 2012
Rated 4 out of 5 by Chicago89 Nice hotel but not best for handicap travelers
I stayed four days on business, and had a handicap room. The shower has easy access for handicap as well as a removable shower head and seating...however, the way the drains are set up, the floor flooded with every shower. I tried laying towels down and even rolling several towels to create a barrier. The rolled towels worked best, however, the slippery wet floor would be dangerous if not completely stabilized.
August 4, 2013
Rated 3 out of 5 by Sadly Very sad. I wanted it to be good
Checking staff member pleasant. Started positive then
Asked for maid service never came
Asked for clean glasses never came
Over billed by 110 for valet parking
Mini bar food items stall, asked for billing correction didn't happen
Accidentally, left some clothing called same day, told lost and found voicemail not working would have security (?) call me why I don't know...never heard from them. Car valets polite,
June 25, 2013
Rated 3 out of 5 by LisaM50 Disappointing
We had two rooms, same price, one was half the size of the other. The small one had barely enough room to walk around in. We had drinks in the "living room". It was not overly busy, I had to search for a waitress and then it took 20 minutes to get 1 of the two glasses of wine we ordered, the second one took another ten minutes! The rooms are okay, bot could use some attention. Not my favorite Starwood property.
April 24, 2013
Rated 4 out of 5 by Jackies35 Very nice but very small...
I enjoyed my stay at the W.Chicago City Center. It was a bit pricey and the room are very small. If there is 2 or more in a King Standard room, it could be impossible to move around.
The rooms are clean and nice. The only thing that bothered me is that the room smelled as if someone smoked in there for days. It could be the carpet and that is why I didn't give it a full 5 stars!
Other than that, it was nice.
June 11, 2013
Rated 3 out of 5 by lieberman not fan of botique hotels
had to request mini bar to be re-stocked for OJ. all other hotels restock on a daily basis--same with water and ground coffee for in room maker.
water pressure in shower barely adequate.
March 17, 2014
Rated 5 out of 5 by Zoe12 Great ambience
This is a beautiful hotel, in a great location with interesting/fun decorating. It is easily accessible by train, just steps away from the Sears Tower, and a short walk to the Art Institute and Millennium Park. The living room lounge is gorgeous with compiimentary WiFi and coffee in the AM. The only drawback was being able to hear the train, but I guess that goes with the accessible location .
December 29, 2012
Rated 2 out of 5 by bbnaree Not your average W
I've stayed at the W City Center 4 times in the past couple months, and my rooms have gotten worse each time. The first two times I received the upgraded rooms with 2 double beds, which I enjoyed.
The past two times, I have received extremely tiny rooms with very thin walls. I can clearly hear my next door neighbor's entire phone conversation and television, which is not what I would expect out of a W hotel.
The gym is quite pitiful--overcrowded in the morning and smells terrible. Last time I stayed, not all the machines were working, so there was a line for the treadmills, and they were out of towels and cups for the water machine. During my last stay, the hair dryer in the room gave off a burning smell when used and the iron left marks on my clothes. As a business traveler who has to live in hotels 3 nights a week, I care much less about the lobby and bar, but rely on amenities like the gym, hairdryer, and iron, and was very disappointed that the W could not meet these needs. Also would be nice if they gave at least one free bottle of water in the room.
I am generally a fan of W hotels, and have stayed at Ws all over the US and in Asia, but will likely look for different hotel if when I come back to Chicago--this one just does not compare to those in other cities like Minneapolis, Boston, NY, and LA.
April 1, 2014
Rated 3 out of 5 by MalD Not sure if the hip vibe works or not.
My wife and I recently stayed four nights at this hotel. Overall it was good to very good. The intended style of staff is a hip and casual approach. A first name basis to know each staff was mandatory. This was fine but something we had not been used to before. As such it made the experience strange. The lighting throughout a lot of public areas was low adding again an unexpected ambience.
June 19, 2013
Rated 4 out of 5 by VA2013 Nice with a few missteps..
Very comfy and great location.
We had requested a coffee pot, fridge and microwave for our room...they were not in the room at check-in but the staff did immediately fix the issue.
A family member sent us a cheese tray and a fruit tray, in addition our husbands also requested a gift be sent to our room. The cards were mixed up and the gift was not what was ordered.
The staff was very nice.
April 22, 2013
Rated 3 out of 5 by AP67 Stay February 20-21 2013
The room reeked of cigarette smoke. Ruins it for me as I have allergies. Shower stall didn't drain and water up past my ankles as I showered. Not pleasant. Restaurant temperature at breakfast seating was so hot many guests were rolling up sleeves and taking off layers of clothing. I had to tell three people and no one acknowledged anything being done. I was told it was cold outside. Duh.
February 23, 2013
Rated 3 out of 5 by AG2014 Trendy and cool design but small rooms
I know hotel rates in Chicago are high, but sorry, $260 for a tiny small room in an old building. Close to the L train which runs frequently and causes a noise which is unbearable.
March 14, 2014
Rated 4 out of 5 by zhuangzi city center, with all that entails
Very cool lobby (even for a W), excellent restaurant (IPO), I had a grilled octopus small plate that was the best dish I’ve eaten in a while. Only potential downside is the noise of the elevated train line that goes by, depending on where you are in the hotel this could be an issue, but you’re in the middle of downtown Chicago, so what are you going to do. Very central location.
November 21, 2012
Rated 4 out of 5 by greener007 Still a great SPG property
It had been four years since I last visited the W City Center, but it remains a great Starwood/W property. The staff was excellent, and provided me with a generous upgrade for my Gold status. They still offer a number of touches I would like to see extended to other W's, including the in-room coffee service.
Overall, a very strong recommend for their service, style, and value.
April 8, 2013
Rated 4 out of 5 by dmiller3 Room too small
Not sure who thought of the little comfy room or whatever they call it, but a room where you cannot pass between the desk chair and the bed? and where the shower door opens in and you have to try and stretch your hand around the shower door to turn on the water (cold!)? does not make any sense
i stay at this hotel a few times a month, but will never stay in this room again!
July 29, 2012
Rated 4 out of 5 by dand80 W
Very nice property. Not great for any type of casual dining i. e. a sandwich or burger.
Rooms were clean and comfotable.
March 18, 2014
Rated 4 out of 5 by Ali7799 Bar needs help
The cocktail menu in the Bar is so bad it's comical. My friend and I laughed for a good 15mins. There is absolutely no need for a cocktail description to be more than one sentence. I even took a chance and ordered one to see if maybe it was just the write-ups that were bad, but no, the drink was awful. Luckily the waitress was excellent and I switched to a regular drink.
January 20, 2013
Rated 2 out of 5 by Ej56 Poor ancillary staff
I stayed for a wedding. Ironically I left my wedding ring on the counter when I left. After calling security twice they were able to tell me the cleaning service hadn't turned a ring in but were unwilling/able to actually follow up with the team the day after I checked out. They do the bare minimum when it comes to follow up service. I was disappointed to say the least.
September 4, 2012
Rated 2 out of 5 by unhappycamper2013 Unplesantly Surprised
My husband and I were SOOOO excited to stay at this hotel. It was our anniversary, and I put that in the notes on the reservation, it was not recognized at check in. I was asked at check in if I needed her to go over the information about the hotel, and I was like ahh yes of course. Not engaging at all. We were put in a room in the corner by a creepy fire escape!! I had to ask to switch rooms....mind you it was our anniversary. Get to the new room, and did not notice until daylight the next day that we slept on a dirty cover!! I spoke with housekeeping and security (they sent him up with housekeeping), a front desk person, and the front office manager and NOT ONE PERSON OFFERED ANYTHING as far as service recovery. I asked if anything would be done and the Front office manager gave me his card and told me that the next time I come in to town give him a call. What makes you think I'm going to stay there??? Very disappointed!!
October 30, 2013
Rated 3 out of 5 by KKRCA Great Staff & Location, Rooms Are on the Smaller Side
I stayed here for the past three weeks due to the convenient location and great staff. It's located in the middle of the loop, which is very convenient to many corporate offices nearby. Furthermore, the staffs deliver fast service and are very attentive.
On the other hand, the hotel itself is just average. The basic room (Wonderful) size is rather small and the interior design makes it look cramped. Out of the past three week stays, I was upgraded to Spectacular room (which is a larger version of the basic room, but not a suite). However, during my check in yesterday, I was only "upgraded" to a higher floor Wonderful (basic) room, which was very disappointing since all type of rooms were available. In addition, some of the rooms face the railways and are very noisy on the evening.
Overall, it is a decent hotel for business / corporate travelers but for family or vacation, I would try to find another hotel in the area.
July 31, 2012
Rated 3 out of 5 by Lotusfla too hip for me
the staff were friendly. the mish-mash of the modern, hip décor crammed down onto the art deco bones of the building didn't work for me.
the acura car staff treated the cars like they owned the cars themselves and we less than accommodating.
I didn't like the fact that you gave the concierge a "deposit" (cash only) for them to arrange tickets for events.
August 27, 2013