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 4 out of 5 by Mary007 Great location for business
Very updated, eclectic decor (as expected for a Starwood W hotel). Staff was very pleasant and the atmosphere was very upbeat. Close to financial district.
September 11, 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 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 3 out of 5 by BBeans13 Modern
Overall the hotel is clean and the rooms are quiet.
I had problems between the hotel and SPG when it came to ajusting the reservation. Both SPG and the hotel kept telling me to call the other to get my points redeemed. Neither side could figure it out, so I lost 12,000 points.
We were supposed to have a suite and it was a huge dissapointment when it wasn't ready at 4:00. The hotel staff told us we can wait at the bar for about 45 minutes and it would be ready. First, I don't want to spend money drinking at the bar because the hotel wasn't ready for check-in, and secondly, we had an event to get ready for and didn't have 45 more minutes to wait around. So we had to get a different room and I was informed if I wanted my suite night award back I would have to call SPG. Good customer service would be the hotel contact SPG since it was thier fault.
This experience has turned me off to both SPG and this specific hotel. The hotel couldn't fix my points, adjust my suite night, or even have the room ready by 4:00.
August 11, 2014
Rated 3 out of 5 by MC0000 Clean and well located but gimmicky and service lacking
We chose this hotel largely for the location and name brand (expecting great things from a W hotel). While it was very clean and the staff were all friendly, there were a few issues that didn't work and could use improvement. We were told to text the valet when we wanted our car, but this method didn't work so we waited twice as long. We called down to the desk to have a porter come up for luggage and no one ever came. The bathroom had some issues (tub drain, shower fan not working, toilet flush didn't work all the time). Noise level was acceptable. I couldn't figure out how to get the TV on, but maybe that was my confusion. Also, whenI booked the hotel I was given a different impression about parking than when i called when we were about to arrive, which was frustrating as we ended up paying for valet parking after expecting to be able to self park but no one was available to assist us with this.
August 31, 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 5 out of 5 by Dan831 This hotel is conveniently located
The room was ready for our early check in. The room clean and spacious. The staff was good and courtious.
September 2, 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 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 4 out of 5 by SamCA Good Chicago Property
Apart from the occasional noise from the close by "L" train, the W City Center is a good property. The rooms are bright and airy, and they provide plenty of space to work and relax. The elevators are fairly quick. Front desk staff and room service are quite helpful, and great to see a property with 24 hour "hot food" service. Only downside is tough to do a suite upgrade given how popular the property is over a weekend.
August 27, 2014
Rated 5 out of 5 by pattib64 This Hotel has every amenity you could ever hope for
We were here for my sons wedding and the hotel could not have been more wonderful. Anything you wanted---------they were there. We've never stayed in a hotel that has been more ON SPOT in every aspect. Thank you so much for a great experience. We will FOR SURE highly recommend you to everyone.
August 27, 2014
Rated 1 out of 5 by Jimandjan Not good.
The lobby is beautiful. Our room as clean but the worst room I've ever stayed in as far as layout. A hotel without a closet? Our room had no dresser, no closet. The bathroom was so small, it had a very small shower. The toilet was so close to the wall, my husband could not flush the toilet. Husband was too large to fit in the small space. Never again.
August 25, 2014
Rated 5 out of 5 by kw2014 Excellent Service
The W Hotel has a certain level of expectation. Ariana at check in met and exceeded all expectations with her professional demeanor and knowledge of the area. Ariana is also very familiar with the SPG brand. She made me feel welcome and important when she knew my background and gave advice on where to go/ what to eat. I would advise for SPG corporate to model their hiring after Ariana.
August 25, 2014
Rated 4 out of 5 by Inti24 This hotel is clean and pleasant
The response of the staff to our request for a larger, more comfortable room was very quick, caring and pleasant. It changed our experience tremendously. Thank you for your hospitality and of course the delicious apples. We would have liked to have a kettle for some tea at night, we are use to having this amenity in the room.
August 25, 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
Rated 2 out of 5 by Glenn No Coffee???
I'm a coffee lover and want my cup of joe in the morning. Well, at the W Hotel Chicago City Center you have to request an in-room coffee maker. But no one told me this at check-in. I assumed any upscale hotel would have a coffee maker in the room. Not here. In the morning I could not find coffee maker in room so I inquired upon check-out and was told I had to request a coffee maker. The desk clerk then referred me to the free coffee available in the lobby. So, I went to grab a cup as I left the hotel only to find 5 or 6 people waiting for coffee...it had been empty for some time. I could not wait and left. For me, this was a big disappointment.
July 29, 2014
Rated 5 out of 5 by MattG Beautiful room, great staff, perfect location
From the moment I checked in until the sad moment I had to leave, I didn't have a single complaint about the hotel! The front desk staff were very helpful in resolving a minor issue with my reservation quickly and politely, the concierge gave me two GREAT recommendations when I was looking for a nice gastro-pub nearby (Gage - try it!) and a brunch spot (Yolk - short cab away, also great), and the room was BEAUTIFUL and spacious. I couldn't ask for a better location for the Lollapalooza music festival either - only 5 blocks away! Can't wait to go back...
August 8, 2012
Rated 1 out of 5 by gustca01 Smallest room I've ever seen
The room that we received was smaller than the smallest rooms I've seen in, even in NYC. I'm used to the W being a great experience and have been a Starwood member for years. They wouldn't upgrade even though acknowledging my status. I would not recommend this to anyone. The lobby and bar areas are cool. Rooms are horrible.
August 23, 2014
Rated 5 out of 5 by PaulGj Nice Place
Clean room, central to all places in the city
August 25, 2014
Rated 3 out of 5 by TeachIL Alright
We were in town for a wedding. We had to wait almost 40 minutes for our rooms. The size of the same priced rooms varied greatly. Groom's parents room -- sit in the chair at the desk and it touched the bed. Bride/groom also had the small room. Another room for the bridal party was a bit bigger. Ours was the largest. All were "wonderful" rooms costing the same. High price still did not include free internet.
August 21, 2014
Rated 1 out of 5 by otto18 Expected a better experience
I had a bad impression from the hotel at the start. When our taxi pulled up the doorman grabbed my bags out of my hand when I explicitly told him no. My girlfriend and I had carry on luggage only. While we were telling him to come back the taxi left with my girlfriends leather jacket in the backseat which we will never get back. Hotel security couldn't help us out with locating the cab number or license number. My sister sent us a gift through the concierge service but they failed to deliver it. My sister had to check up with them over the phone, then call me to call to the front desk twice to get her gift delivered to the room. The room itself was much smaller than what was advertised on the website. In regards to the concierge desk, I was disappointed with the service both over the phone and in person. In person, the woman on duty could not be disturbed from a conversation with another staff member to help answer a question I had. Ended up waiting for her to finish talking to co-worker before acknowledging I was there. Concierge desk also said they do not make reservations on behalf of guests which I found strange. Another request for safety pins for my girlfriend (we were attending a wedding) took multiple calls into the front desk and a 40 minute wait.
I am not usually one to nitpick, but for the ridiculous cost per night, I expect a level of service to match. I will not be using the W again when I travel to Chicago and I will not recommend to family or friends.
October 15, 2013
Rated 4 out of 5 by SumuQim Convenience
We traveled with Amtrak so this hotel was quite convenient... even if the rooms are on the smaller side, it's warm and cozy enough for 2 or a couple to enjoy. We were able to get last minute massages which was a nice treat - and def eat the food at the hotel - it's TO DIE FOR!!... seriously everything on the menu is awesome!... We preferred eating at the bar versus ordering in... plus their specialty cocktails were awesome! We will be back!
August 18, 2014
Rated 3 out of 5 by 4noble Expect More
We arrived early before the 3 pm check in and was "guaranteed" our room would be ready by 3. It was not ready until 4:40. After checking on our room 3 times a manger finally saw that I was not happy and gave me a $50 credit to the restaurant. We decided to try to go to breakfast the last day before checking out to use the credit, but was again disappointment. We were asked if we had a reservation for breakfast, which we did not know we needed because no one mentioned that. With over an hour wait and although there were multiple empty tables we opted to walk to a fast food restaurant down the street.
August 4, 2014
Rated 2 out of 5 by Hummingbird Several Issues
Had a room facing the train track. Train was so loud that you could not hear the TV. Was upgraded to a deluxe room. Bed was so far away from the TV the remote didn't work. had to get up and be 4 to 5 feet from the tv to change the channel and change volume and turn it off. Need new technology to deal with that. I am a vegetarian and found nothing on the menue that could work for dinner for a 3 night stay. In this day and age, i would assume hotels would now have options for a healty lifestyle.
April 10, 2013
Rated 2 out of 5 by Toz1 Bad room
I was put in a downgraded small room, and all they offered in compensation was 500 starwood points, which was not sufficient.
There was loud train noise in the room from the local L train and it was really loud and disruptive to my stay.
When I addressed this upon checkout to the hotel staff, their response was "We hope it's better next time…thanks".
There probably won't be a next time at this hotel. I am a Startwood Gold member and there was no service at this hotel and I paid $250 for a bad room with a train running through it.
I reallly have enjoyed W properties in the past, and was really disappointed with how they handled my stay this time.
December 13, 2013