Rated 1 out of 5 by Marina2014 Wrong Mini Bar Charge
I stayed at the W Chicago City Center for the training. I paid for the hotel with my corporate credit card. At the time when I was checking out nobody told me that I had mini bar charge to my room. Later when I was reviewing my bill I saw “mini bar” charge for $63 charge to my corporate card. I called hotel about that charge and was told that I ordered bottle of red wine. I didn’t use anything from the minibar or ordered anything. I was told that somebody is going to call me back. As I expected nobody called me back. I had to call next day again and was transferred to the accounting department. Nobody picked up the phone there and I was transferred back and got transferred again to the accounting department and nobody picked up phone again. I end up leaving message. Three days later my issue is still not resolved. The charge is wrong and not on my personal card but on corporate which very embarrassing. My corporate won’t pay for minibar. Staff at the hotel is not responsive. I will never stay at W Chicago City Center hotel.
May 23, 2014
Rated 1 out of 5 by Carsten17 Unwilling to provide Platinum upgrades
We used to stay at this property on quick 1-night staycations and were generally treated well. Something changed last year. The final straw was when on our last couple stays in January and February we were given basic rooms on low floors when the hotel was quite empty. I complained through my ambassador and was basically ignored; the hotel redirected the complaint to suite upgrades and the lack thereof, when they wouldn't even provide upgrades to better non-suite rooms. I am still unhappy about this months later.
The only bright spot is the Platinum breakfast benefit, which is provided as intended.
June 8, 2013
Rated 5 out of 5 by FFFD Stylish, modern and functional
I enjoyed my stay and found the room to have any amenity that I desired, very functional for the business traveler. The room was compact and very thought out.
June 25, 2014
Rated 5 out of 5 by jjjuly18 This hotel has an excellent staff.
We had a wedding in Chicago and a block of rooms for our guest at this hotel. The service was above excellent. The bell staff answered our needs within 5 minutes The front desk handled our guest with the most respect and we didn't have one error in our room block. I would recommend this hotel to anyone!
June 24, 2014
Rated 1 out of 5 by AE210 Horrible
I had to change rooms two times, their first room " the wonderful" was insanely small and dark. I " upgraded" for an extra $50 to at best a decent sized room.. It was so loud I couldn't sleep at all between the train, people honking, and police sirens, not to mention people coming off the elevator. I had to move again to something at least a little quieter, they said they'd send someone up with my new room key and help with our bags, 30 min.. Later I walked down to the front desk to ask what happened, to which they replied oops sorry we forgot to send someone. The third room was still loud but at that point I had just given up, and realized there was nowhere that would be quiet.
The next day we came back to our room after 5:00 pm to find it not cleaned, I called down to find out why, and apparently I made a " green choice" and elected no housekeeping for the entire stay.. I was told a " green choice was re using our towels and they wouldn't change the sheets, not skipping housekeeping altogether. Also our bathroom amenities were half used when we arrived.
I tried using the " whatever whenever" service, but that was useless as well.. I called looking for a place to go out on a Saturday and only got recommended one place which was just a restaurant when we were looking to check out some bars. I was told there was nowhere to go where there wouldn't be a wait to even get in. When I went down to try to talk to someone at 9:30 all I found was a sheet of paper with a list of "things to do" in the area.
Needless to say this was the worst experience I've ever had at The W ever. Completely overpriced, for spending over $300 a night I was expecting a lot more. Not to mention still having to pay $15 a DAY for wifi that was still slow anyways. The rooms were so small and completely outdated. And good luck getting any sleep with all that noise. Not at all what I'd expect from the W. Stay away!!
May 6, 2014
Rated 2 out of 5 by dlcmc Great view from our room!
Loved the view from our room. Convenient to downtown.
June 24, 2014
Rated 3 out of 5 by PostBT Check your bill and be prepared for attitude if they made a mistake.
At first the experience was great. We got there early so our room wasn't ready but the pre-checked us in and then called us when our room was ready. Everyone was friendly and helpful. The next morning was a different story. I reviewed my bill and there was a $63 charge for the mini-bar. I didn't even drink the free water so clearly there was a mistake. No big deal, it happens. I just figured I would get it taken care of at check-out. I was getting ready and the hairdryer starting acting funny. It would be fine then cut out, then be fine and then cut out. I called the desk and was told it would be 30-45 minutes before they could get me a new one. At that point my hair would be dry so I told then to forget it and just used the faulty one. When I was ready I went to see about the billing error. As I came up to the desk the women there was all friendly and smiles, until I told her about my issue. All of a sudden smiles were gone and I get this look from her. She asks if I'm sure I didn't take anything from the mini-bar. Really!!! I think I would remember $63 dollars worth of stuff. Again, I didn't even take the free water or use the shampoo, etc. She removed it from the bill and said "I have taken the items off." No updated bill, no thank you, no I'm sorry for the error, just another condescending look.
June 23, 2014
Rated 1 out of 5 by 2014BusTravels Not a good option
Checked in and was told I would be upgraded to a bigger room. That sounded great until I realized the room was across from the elevators and you could here the ping as the elevator reached each floor while they were in motion. I asked for another room and was told they would have one that was smaller. I had no idea that they meant it was barely big enough for the bed and the bathroom was so small that I had the toilet paper roll jabbing me in the ribs and the sink/mirror was a quarter the normal size. They call this a "Cozy Room" This room should not be rented out at any price.
April 12, 2014
Rated 1 out of 5 by Unsuitable4Weddings Not Designed for Weddings
I stayed at the W City Center Chicago before and after my Wedding. The room block was closed early and guests could get cheaper rates online. The guest manifest I received did not include all of our wedding guests so I had no idea who, from our wedding, was staying at the hotel. Often, guests were told there was no room block for our wedding party at all. There was difficulty coordinating check-in with my dress and baggage. When we checked-out, we were given another wedding party's wedding cake so we had to drive all the way back to the hotel - thankfully, our wedding cake was still there. The best part of our experience at the W Hotel City Center was room service - it was timely and the Room Service staff was wonderful.
July 29, 2013
Rated 1 out of 5 by sunriseman Where do I begin?
I am writing this on sunday at 4:30 pm waiting for someone to show up to clean my room. It seems they forgot to do so today.
My room card had to be replaced four times in four days because it failed to work (no, it wasn't near my phone)
I ordered coffee from room service at 4:15 and was told it would be there in 15 minutes. 30 minutes later I had to call to find out where it was.
the early morning staff couldn't give me directions, once they appeared from the back room.
the gym in this hotel is substandard. the equipment
is dated and in ill repair. Does anyone even care?
The hallways on my floor, 22, go days without vacuuming. I finally had to pick up the debris myself,
Besides that, its a fine establishment. I will never be back.
November 17, 2013
Rated 5 out of 5 by Rocknrunnr Date night with the wife
Stayed downtown to go to the Motown Musical at the Oriental Theatre. Great location for all downtown events.
June 20, 2014
Rated 3 out of 5 by wwwwwwwwwww The hotel needs cleaned
Dirty room and no wake up call
June 20, 2014
Rated 4 out of 5 by SeeLee66 Great staff: poor system
"Shout outs" to the staff from the front door to the desk. Arianna solved all our issues quickly. Chelsey Watson did a great job in arranging our brunch
Rooms for many members (including my wife and me) of our party were not ready when we checked in.
Billing process was poor. No paper bills and therefore no opportunity to review the charges.
May 31, 2014
Rated 1 out of 5 by A2Steph "Cosy Room" is terrible
I had my worst hotel experience ever at this W. Ever. I was booked in a "cosy" room which was basically a closet. While it did have the signature "Heavenly Bed," it took up the whole room. There was a desk, but even with the chair tucked in you could barely get past. Not sure there was enough room to actually pull the chair out and sit at the desk.
Then there was the bathroom. Even smaller. In fact, the glass door on the shower stall opened into the shower but only part way, since it bumped into the large shower head. I am not sure that a larger person would have been able to squeeze in. This also means you have to get all the way into the shower to turn it on, and stand in the flow while you adjust the temperature. Yikes.
Finally, the room was located directly across from the elevator so I heard the BING! and everyone coming and going all night and in the morning. The heating and cooling system was also noisy, and neighbor's use of their bathroom created high pitched sounds as the water pressure changed. Exhausting.
The hotel clearly knows these rooms are sub-par because they do offer you a choice of free wifi, 500 SGP points, or two drinks at the bar in compensation. Not nearly enough to compensate. And here's the ultimate injury- I paid the full rack rate for this room. Ouch.
On check-out, when I discussed my dissatisfaction, the front desk guy said they don't assign those rooms unless the hotel is completely booked. I am shocked they'd let a SPG member even book one - this experience was way below my expectation for this hotel company for any of their brands- much less the ultra-cool W.
July 22, 2013
Rated 3 out of 5 by redssavoy Room size
I was unaware that the room I would be in would be as small as it was. I realize that I shoudl look closely at the SF when I make the reservation, but I honestly have never stayed in a room as small as the one at your hotel. I do appreciate the free internet access as a way to soften the blow of the size of the room, but it was not enough.
The concierge helped me arrange transportation one evening, and gig a great job and was very helpful.
May 26, 2014
Rated 2 out of 5 by Chuchu Incredibly small room!
I was shocked and surprised by the size of the room we were assigned! It was a little more than a large closet and the bathroom had hardly any wiggle room. The sink was tiny and the shower stall was SMALL...
May 27, 2014
Rated 2 out of 5 by Cosmojones Paper thin walls
I could hear everything in my room even my neighbors talking! Awful experience! I could not watch tv at night since my neighbors complained on volume!
May 21, 2014
Rated 5 out of 5 by TKLolo Wonderful Staff
My husband and I had a really great time at the W. Everyone at the W was attentive and warm. The only issue we had was with our room keys - one of the elevators kept scrambling the key. However, the front desk and concierge were very accommodating and very pleasant. They also tried their best to address the issue right away. I would definitely recommend staying here and I can't wait to get back!
June 9, 2014
Rated 3 out of 5 by mike749 Down town Hotel
We selected this hotel due to its location to what we wanted to do. The expectation of staying in a room that is listed at $369. per night was disappointing. I did not expect the penthouse, but the room was small and basic. I have been on business trips and it was made for that type of traveler.
May 19, 2014
Rated 3 out of 5 by FLGAL14 Small Rooms and Uncomfortable Furnishings
Bathroom sink was actually a bar sink and couldn't stand in front of it with bathroom door open. No space between toilet and shower. Shower rod is not curved and curtain blowing all over into tub. TV hung so high on the wall I got a neck ache trying to watch it. The desk area was good size and the room had ample electrical outlets. What is up with room service? Ordered artisan cheese plate and decent amount of cheese, but only three tiny baguette slices.
May 14, 2014
Rated 5 out of 5 by Illlllya Great location, great hotel
Great stay. Was here for 5 days and was very comfortable. Wish the gym was bigger but that's just a personal preference. The staff was very polite and accommodating. Bar in the lounge was great
June 9, 2014
Rated 1 out of 5 by UnhappyGuest13 This room was bad.
W should not get away with a room like this (408). It was dangerous to walk around the room (hitting our head on the poorly placed wall unit). The bathroom did not have enough room to sit on the toilette properly (it was not even funny). You should not be allowed to offer a thing like this on Hotwire -no matter how cheap. Also, your TV was missing local channels as well as ESPN, CNN, etc. Really, in 2013? Your Whatever/Whenever attitude was received at WHATEVER. Do you tell jokes among the staff about these closets turned into room? I'd expected more from the Sheraton chain. You've got us this time, but never again.
February 18, 2013
Rated 3 out of 5 by Melting A little tired
Very small room that seemed a bit tired, not a good value for money.
May 15, 2014
Rated 2 out of 5 by jtv88 Room
Room way to small for 2 people. No dresser to put away your clothes. and no room in the closet to put your shoes away. And the bathroom was way so tiny, and you could hear the people in the other room. So I was very disappointed
May 13, 2014
Rated 5 out of 5 by JdoubleL Consultant
Great place for business at the Willis Tower
June 5, 2014
Rated 2 out of 5 by Stev Do you like the sound of the L?
If you said yes, this might be the place for you!
As a long standing Platinum SPG member who travels every week I was shocked when I checked in and was told my room was downgraded from the king I booked to a double bed (I am 6'2, so feet hung off bed) in what i think they referred to as a compact room. The room was so small that i had to turn sideways to walk past the bed and mini deck/work desk. Forget about a bathroom with any space or any extra space at all. On a plus I was able to use the handle of my suitcasee as a place to hang my coat.
Oh yeah the crown jewel; the L runs right next to the building.
Note to SPG I normally do not write reviews, but this experience was a huge let down and made me question my loyalty and value of maintaining Platinum status. This reservation wss booked about a month and half before travel and I was told the reason for downgrade vs. best possible room your website state as a perk for being Platinum was that you were sold out. Very poor customer service.
January 25, 2013
Rated 5 out of 5 by jerryjudd Brilliant Staff!
Every person I encountered and helped me and my dog was friendly, professional and anticipating any need even before I arrived! Would only stay at this hotel in Chicago...which used to be in old Chicago a brothel! Interesting history..love the lobby. You can just imagine the decadence back then
November 8, 2011
Rated 1 out of 5 by Arch Find another Hotel
What went wrong:
Check-in Clerk didnt know if the Hotel had HDTV's.....are you kidding me? No recognition as a preferred guest, no curb side/doorman on duty. Smokers standing in front(at!) every door(always). Requested incidentals on a separate folio - not met.
Room- it was more comfortable sitting on the floor than the one "Hip" fashion chair in the room. Bed was super super soft and consequently ver lumpy. The TV cant even be seen from the bed, tried rotating it on its wall bracket to get any view but then the wall blocks the remote from working. Channels cut out all the time, checkout day and the menu system didnt even work. Sink had almost no water pressure.
Food: Had burger and skirt stake, both below average. The bright spot is that it they arrived quickly and the wait staff was really good.
Checkout: still couldnt split my folio, no curb help for a cab.
I have stayed at 3 star properties for a third the price that did everything better than this hotel, I would suggest another Chicago SPG property as this one just doesnt cut the mustard.
May 3, 2013
Rated 5 out of 5 by Todd Wonderful hotel and service
took my family to Chicago for a three day weekend to run a race and see the sights. The hotel had a great location, nice rooms and the sevice was great. Would definetly stay here again.
July 23, 2013
Rated 4 out of 5 by LandedSPG W-Chicago City Center is good enough!
I stayed here for a couple of nights in the Winter of 2008 so things could have changed since then.
As a whole the architecture of the building is pretty cool, as such most of the rooms are designed differently and the lobby is very nice as well.
The location was pretty decent too.
I wasn't too happy with the front desk staff however. I didn't get an upgrade. I remember this vividly because I had to switch rooms after I complained about the actual size of the room. It was a corner room which actually was very very small and it was borderline claustrophobic. The front desk lady didn't want to switch the room and really tried to delay the process hoping I would just give up. At the end, maybe an hour later, I got the room changed, not upgraded though. Anyway, if your PLAT upgrade is important to you especially at W-hotels where you get nothing really other than FREE internet, be warned, at least in my case I had to argue for it and still lost.
As a whole, this is a really cool hotel with a lots of pluses, as most W's are...and it meets its category 5 rank, but does not exceed it.
December 7, 2011