Rated 1 out of 5 by BroadwayBoyz Shocking Disappointment
This is the first, and I hope only, time I have ever been disappointed in a W Hotel.
Check-in time for my suite was 3 p.m. I arrived a little after 8 p.m. and was told my room wasn't ready. Because I was physically standing at the desk, THEN they sent someone in to clean the room. I had reservations. This is outrageous.
Staff told me they would call me on my cell in about 45 minutes when the room was ready. An hour and a half later I walked back to the desk, waited for a few minutes for an employee to show up, and was told my room was ready. But they never called me. Not acceptable.
The Wonderful Suite is mediocre in condition with worn, dirty carpet, damage on the walls, etc. Whatever. I'm in here. I can unpack and relax; preparing for my few days of luxury while I visit family in Chicago.
I open up the room service menu, and it says they stop serving food at 10 p.m. on Thursday nights. When I called this hotel a little over a month ago I specifically asked if their pool was indoor and heated, and their room service 24 hours. The person who answered the phone replied "yes" to both questions.
I thought, maybe I was mistaken somehow. Nope. Their website still brags about 24 hour in-room dining. I called downstairs and was told "that just changed."
It's like 15 degrees outside. I don't want to have to leave the hotel to get food. But no late night food or drinks for me unless I face the freezing outdoors.
You can bet I won't be coming back here again.
December 26, 2013
Rated 4 out of 5 by jeepers15 Fabulous Lake Views
My wife's first visit to Chicago and my first stay downtown. Room had incredible view of lake and Navy Pier. This was a great bonus because we were able to watch the fireworks show from our window on Saturday night. The "Wonderful" bed was just that..so comfortable! The property was somewhat of a hike to the center of the action on the Mag Mile, but then again if you were in a hotel on Michigan Ave, you'd miss the lake. The staff from the valet parking to the front desk was very cordial and personable. The spa-style toiletries were a nice touch. The hotel was very busy but our room was nice and quiet for sleeping. Nice hotel!
August 15, 2012
Rated 1 out of 5 by kema2 Dipicable-Corrected
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First let me say that I have stayed at many W hotels, and St. Regis properties all over the county. The rooms at this property are nothing special and frankly outdated and not on the level I have seen by so many other properties. That said this was by far was the worst experience I have ever had. The reservation upon arrival was incorrect. When I tried to explain that it was wrong to the front desk attendant I was treated like I was stupid and that I was below her. She could not have been any more disinterested in the situation simply telling me that they were sold out for the next night and I would need to go somewhere else for the following night. Going so far as to challenge me by producing the reservation information, which I did. I was a bit frustrated at this point not just at the reservation being wrong but more at the flippant attitude this girl had. My girlfriend was at the desk with me and she was surprised at the way we were treated. When I asked to talk to the manager she said that the manager would not be able to say anything different but would get her. In fact, the manager did not say anything different, just that they were sold out and that I would need to find another place to stay but she would have a different manager call me at 9 the next morning to discuss incase something could be changed. This didn't happen and I was then forced to waste my entire day to wait for a call or call the desk which I did several times. The first call I was told that the manager was busy but the person on the line could help me. He then confirmed that the reservation was for 2 nights which is not what the front desk said the night before which caused all the confusion in the first place. Then after 10 minutes he decided that his information was wrong and that I need to talk to the customer service number. I objected and asked to speak with the manager. He said he would get the manager and placed me on hold for 5 minutes. After 5 minutes the phone picked up for a brief second and rang, sending me the the customer service 800 number. I then had to call back to get a manager on the line, she was courteous and tried to be somewhat helpful. For the first time I was treated with a little bit of respect. Of course the results were that the was not a problem staying another night that I should not have been told that they were over sold and that I could stay another night for a charge. I accepted and hung up. After thinking it though and calming down I realized that my entire day was wasted. We came there specifically to partake in a celebration for a few friends that were also staying at the hotel. We had to miss the morning and afternoon portion of that celebration because we had no idea if we were going to have a place to stay. The more I thought about it the more disturbed I became at the way I was treated. The spoke and acted as if they were doing me a favor allowing me to stay at the hotel, that they were above me that I was privileged to stay there. I have not been treated that way at ANY hotel in the past and the girl who assisted us at check-in was the WORST Offender of it. So after careful consideration I called and made a reservation at the ************ at the Water Tower. The service and room were light years ahead of what we had experiences at the W Lake Shore .I was thankful to be in a hotel that appreciated its guests. They absolutely saved our trip from total disaster. We moved all the pre celebrations to the ***** and the rest of our group mentioned the next time they come to town they will be staying at the ******* rather than the W. Shame on you W. You would think that you would treat a SPG member who stays at your hotels often with a little more dignity. Never again will I stay at a W. Thank you
September 25, 2012
Rated 3 out of 5 by Biz2013 Bad room service
The W was clean, the views were spectacular, and the room was comfortable. The gym was not bad either.
My one large complaint is about the room service. I ordered room service in the AM which never arrived. I called down and was told that it was coming "soon." I called back 10 minutes later, and I was told that the food was "on its way." It never came. Super frustrating!
December 12, 2013
Rated 2 out of 5 by devnaniums13 Expected more from the W brand
I have stayed at many W hotels around the country before and had wonderful experiences so when I booked by stay at the W Chicago Lakeshore Drive I was expecting the same high standards.
Sad to say I was thoroughly disappointed. The room I had assigned (#925) was down a dirty corridor which was clearly leading up to rooms that were under renovation. The carpet had boot imprints of construction workers, the doors were dented, chipped and otherwise scratched. My room itself was dated looking, and had an extremely noisy air conditioning system which gave me a very restless sleep.
Overall very disappointed with this stay - I expected much better quality control from the W brand.
August 29, 2013
Rated 4 out of 5 by smc0226 Thin Walls
I thought this was a great room until I heard the screaming children in the room next to me. The walls were very thin so I could hear the children and the parents. I realize it's hard to control kids so prior to dinner I figured it would end. When I returned to my room at at about 9:30 pm, there was, what sounded like, a tickle-fight happening. It was nearing 10pm and after a day of traveling and another one the following day, i wanted silence and to relax. Due to the very thin walls and door adjoining our rooms, I had to listen to the very loud children and their parents for over it hour. I'm still tired . . .
August 15, 2013
Rated 2 out of 5 by Rm64110 Please
Would like to say something positive but I am irritated. Provided my lifetime platinum number at time of booking. No mention of status at check in, lifetime platinum. Check in person said they don't show me as platinum but she will "fix it". Stuck in a crappy little room with a building so close I could touch it. Asked about upgrade and she said they were already "committed". Code for there's a two bedroom suite they won't let go of. Won't stay here again if I can help it.
August 19, 2013
Rated 1 out of 5 by quetta disappointment
I was extremely excited to be staying at the world renowned W Hotel. Upon my arrival, I noticed a beautiful and luxurious hotel with not so friendly staff. The biggest disappointment of them all my was my so called "wonderful" room. The lackluster room was not only small but it was designed with cheap furniture. It did not have the cutting edge décor the W Hotel is known for. In addition, the tub in the bathroom was not that clean. Needless to say, my family and I were not pleased with the W Hotel. I do not mind paying for a luxurious stay, but in this case I did not get my moneys worth
October 15, 2013
Rated 4 out of 5 by GetawayGuys Can't go wrong with a W hotel
This is the third W we've stayed in (two in Chicago several times, one in Times Square New York several times). Obviously we like them. This W on Lake Shore Drive has a convenient location and good views. Public areas are modern (main lobby drafty however). Rooms meet expectations, though a little quirky. (Louvered shutters connecting the bathroom and bedroom?) Service always there when needed.
December 8, 2013
Rated 2 out of 5 by VLeigh Expected more.
After checking in, were charged double the room rate on our card. Later told this was a hold for incidentals, which is fine, but we should have been notified of this at check-in, which we were not. TV in room was not working. Wanted to order a movie, but could not receive signal to do so. Unacceptable given the price you pay for these rooms. At check-out, we voiced our concerns and were told a manager would contact us later that day. That was three days ago and we still have not received a call. No point now - we will not return. Too many great Chicago hotels to choose from...this is not one of them.
September 17, 2013
Rated 4 out of 5 by RebeccaRaj Maureen went above and beyond to get me my view!
I booked this W because of nostalgia-- when I was a student at Northwestern, we had a formal there. I also really wanted a lake view room. When there was a mistake with my booking-- whomever I spoke to booked me a city room even though I had specified lake, and I didn't notice on the email confirmation-- Maureen in reception went above and beyond and figured out a way to get me a lake view with the king bed I had requested. I even had a great view of Navy Pier. Maureen further accommodated me with a late check out so I could work in the quiet of my room until my car came to take me to the airport.
September 24, 2013
Rated 5 out of 5 by bostonvisitor Energetic vibe, but seems family friendly
Booked to have a get-away for the 4th of July and enjoy the fireworks near Navy Pier. Fantastic location and really comfortable amenities. The lobby was quite active and lively, but not obnoxiously so. We noted families with small children, and the relaxed atmosphere seemed to keep everyone happy, including the toddlers and the hip 20-something guests.
Check-in was delayed slightly with the rush at 3 o'clock, but free drinks were quickly dispatched to again ease things.
Dinner, drinks, and breakfast room service were excellent. Things are pricey, but within expectations for the setting and caliber of hotel.
July 8, 2012
Rated 1 out of 5 by Carlos2222222 Too many service issues
I am a platinum SPG member and have stayed here a couple of times and every time (except the first time I stayed here I have had some service related problem which speaks to a management issue).
--Service related issues are ubiquituous
I have tried to give this place the benefit of the doubt (in fact even writing a letter to the management but feel this place has too many service related issues and other issues). For example, they seem to skimp on shampoo and bath products and when we call down to front desk to request more they always say "we will send some one up " and it takes forever.
No coffee maker in room and once again when we called and requested they said they would send one up and never did
In fact one time after I had written a letter and complained to management they stated they would make my next stay better. Well they scheduled a dinner for my wife and I (only plus) but when we pulled into the valet/hotel there were 3-4 valet guys standing around and no one came out to get the car keys or ask to help with bags. . I told my wife to go inside (as was cold day) and I waited for couple of minutes and no one came so I went inside to start to check in and then the valet came in and asked who the car belonged and I started to give him my keys and he asked me "to come outside with him to get the ticket" the point is he should have gotten me a ticket and taken the keys from me and on this same trip we were at bar and i asked one of the workers behind bar for glass of water and he pointed to other worker almost saying "I cant do that ,.. I just work here" instead of getting me a glass or asking the man who apparently was skilled enough to do that to do that. . .. .I know these might sound petty but these are just a couple of the endless breakdowns in service... .JUST READ THE OTHER REVIEWS (i mean in a reputable trip advice website ) and you will see that LACK OF SERVICE IS SCREAMING AT YOU.
Pros: nice upstairs late bar.. . .
I wish I could give plus to this place but I being a loyal SPG member (and platinum in fact) gave them the benefit of the doubt and even wrote to them hoping that they would "Correct" the issues and make my stay enjoyable and I in fact withheld from writing a review awaiting the next visit (which just transpired) hoping they would make amends.. . unfortunately I have to report they failed.. Given the numerous hotels in Chicago, you are better served looking at top 25 hotels by Reputable trip advice website and going to one of those 25 versus this hotel.
---Weird layout of lobby bar:
First of all the lobby design is weird with the front desk, waiting area and bar area juxtaposed to close together . ..every time my wife and I had been in the bar area a bus load of people come in and they seem to spill over to the bar area and you cant get the sense that you are relaxing having a drink. The first time it was a wedding, next time it was some kid convention and most recently it was some european get-together.
December 23, 2013
Rated 1 out of 5 by Jon06 this hotel needs a face lift!!!
This is the worst W I've ever stayed in. Certainly won't stay here again. I was upgraded to a suite (718), and this room was awful. Old furniture, loud heating and a shower that leaked everywhere.
December 13, 2013
Rated 5 out of 5 by TeeJayKall Staff + Location + Room Comfort = 5 Stars
The reason I am writing this review is because of the exceptional service we received from the front desk staff, specifically Shayla. She was so very helpful and pleasant, telling about the Acura complimentary shuttle service and mapping out places we wanted to go. I understand this is what to be expected from hotel staff, but her "above and beyond" service came when my husband and I heard a knock at our room door and a waiter delivered a bottle of chilled champagne (on ice) with 2 flutes with a lovely card wishing us a Happy Anniversary. This we believe is true exceptional service. Thanks again, Shayla.
April 22, 2013
Rated 4 out of 5 by Hawkeymommy Awesome View
Hotel has an awesome view of the lake and Navy Pier. Close to trendy areas.
Hotel decor was fair, a little dated.
Staff was adequate.
Was there for a quick overnight stay, didn't utilize the spa or other amenities.
December 11, 2013
Rated 2 out of 5 by ETH207 Avoid room 1725
When I checked into the room, I noticed a bad smell. I tried to ignore it as it was late and I didn't want to be a picky guest. The next morning when I woke up and got out of bed, I stepped onto a soaking wet carpet. It seems the air conditioning unit had been leaking for some time, long enough to crate mold/mildew.
The staff was pleasant about the room change, but the key they gave me for the new room didn't work. I also came to discover the door on the new room didn't latch. The bolt and the entry lock functioned, but that only secured the room when I was in it.
Overall, the staff was nice, but this is the first time I've ever felt compelled to write a negative review for a hotel.
June 9, 2013
Rated 4 out of 5 by KB228 A Wonderful Stay
I stayed at this property for a month while in Chicago on business. I absolutely enjoyed my stay. The only hiccup was that I had to call and request my sheets be changed...the room was being cleaned every day but the sheets were not regularly changed. Other than that, I was pleased with the friendliness of the staff, the extensive room service menu, and the great location. I highly recommend this hotel! Oh, valet parking is WICKED expensive and the garage they use is not heated so don't be surprised when your car is freezing if you visit in the winter. You can't blame the hotel for the seasons though.
April 9, 2013
Rated 1 out of 5 by jms1 Will never go to W Chicago Lakeshore again
I stayed here on New Year's Eve with my wife and two kids. Boy, what a mistake!! It was completely chaotic, and there was a severe shortage of security personnel. There were fights breaking out everywhere between groups of drunken partiers. I just missed being hit by a glass being thrown at another person in an elevator fight (I was doused by a thrown drink or two however). Not a safe place for anyone, let alone my wife and my kids!!
January 5, 2012
Rated 1 out of 5 by privatebanker22 Worst W I ever stayed at.
My experience at the W Chicago Lakeshore was disappointing. I often travel for business and use Starwood as my main source to stay. I have stayed at many W's and this was by far the worse.
I called ahead of time to make sure that I could get an early check in and a King size bed in the room. The front desk and SPG representative assured me that this would happen.
When I arrived I was able to get the early check in however the deskperson informed me she couldn't accomodate me for a King. I specifically told her that I wanted a king and I called ahead and she miraculously found a room after I had to get upset to accomodate the room that I requested ahead of time.
When I went up to the room I was embarrassed for the hotel. The decor and quality of the furnishings were horrible. Definitely not W standard and subpar for any Starwoods brand that I have stayed at. I would have checked out of the room. However we were tired from our travels and stayed.
That evening, no one came for turn down service to the room. I had to call before we left for dinner to get turn down service.
I understand the hotel is being remodeled, however I wish I would have known this before I checked in.
The one shining star in the whole experience was the concierge LUIS (I believe) he went out of his way to line me up theater tickets and a rental car. He did an amazing job and was the one saving grace in our stay.
December 15, 2013
Rated 3 out of 5 by Twiggy Paper Thin Walls
We listened to our neighbor cough up a lung ALL NIGHT. Not their fault so we didn't complain but clearly the rooms are lacking in sound barriers. There was also a girl in the hallway at 3am yelling into her cell phone because she was locked out of her room. There was also a guy pounding on that same room's door relentlessly at 2am. We chose the W with the hopes that we'd avoid behavior like this but we were disappointed.
November 25, 2013
Rated 5 out of 5 by Anthony AMAZING W EXPERIENCE
Jackie at the front desk was so helpful and warm and friendly as always. Mike is one of your best ambassadors. And the I love the room, clean and comfortable with an amazing view of the lakefront. I only stay at this hotel when I'm in Chicago. I know there are newer, trendier hotels now, but this has the best location and still feels exclusive. I just wish they'd make it more of a hangout spot at night. The beautiful view the bar at the top has does no justice when there's nobody in there. Regardless, it's kind of nice to have it all to yourself. The staff is great and the hotel is beautiful!
May 26, 2013
Rated 5 out of 5 by Joe2012 Fantastic place/dream staff
I just had a wonderful stay at the W on Lakeshore. It's a wonderful location of course, but really what made the stay fantastic was the extremely friendly and attentive staff, from the concierge and front desk staff, to the restaurant and the cleaning staff. Everybody from beginning to end was just superb. The hotel is a serious bargain, and very comfortable. The spa is of course well known. The only thing I thought needed improving was the sky lounge-the staff there was not very attentive, and it's a small room. Otherwise, this is the place to stay in Chicago, and I can't wait to come back
February 21, 2012
Rated 4 out of 5 by Mitch13 Parking issue
Upon check out we discovered we were charged $60 for parking. I understand that we need to pay for parking, but I was also under the impression it was included in the room rate. All of the other hotels I looked at for the weekend were very clear in letting us know that parking was in addition to the room fee. It would just be nice/easier if it were explained in your offer. Thanks for your time!!
November 25, 2013
Rated 5 out of 5 by KimberlyW Long Time Guest
I've stayed at this W repeatedly over 3 years for business and have been very impressed with the ability of the staff to respond to requests, and constructive criticism. (e.g., the new sign in board for the cardio equipment in the fitness center!) All of the staff is very welcoming, from check-in to valet to housekeeping--I feel like Linda in room service is my guardian angel when I'm there! If the rooms are available, I highly recommend upgrading/requesting a lake view room. Looking out on the water and pier is an unbeatable way to end a stressful day at work, or refresh before the next.
January 21, 2013
Rated 5 out of 5 by thecherub88 the w and alinea
on a whim, a bunch of friends and i decided to fly up to dine at alinea. the next question then was: where to stay? one of our friends recommended the w (by lakeshore) so we went ahead with that suggestion. when we arrived, we were immediately caught by how well the hotel was situated and the facilities it offered (car service and a nice lobby bar). prior to our alinea dinner, we had the perfect pre-dinner drinks by the lobby bar, which felt insulated by the surrounds of the hotel. a car service then promptly picked us up for alinea; it was the perfect prelude to our dinner sojourn.
July 29, 2013
Rated 2 out of 5 by nctr Very unhappy
When offered the "green option" at check-in, I asked what it entailed. I was told our sheets wouldn't be changed. That was fine, we were only there for 3 nights. However, we were not told that "green option" actually meant housekeeping would not enter our room at all; trash was not emptied, floors not swept, glasses and towels not refreshed, beds not made. Why would we stay in an expensive hotel for no service at all? Our complaints were met with a free breakfast offer and $75 off, which didn't even cover the city taxes. Skip this hotel, which is all flash and no substance.
September 4, 2013
Rated 3 out of 5 by WorldTraveler73 Awaken by Noisy Hotel Construction Work
I have stayed at this hotel a few times before in the past few years, and while the views of Lake Michigan are very nice, it is showing signs of wear and tear (scuff marks on desks and wooden mirror frame, some peeling wallpaper in bathroom etc.). In addition, no facewash scrub or liquid "soapy soap" was provided in the bathroom - when asked, the cleaning lady said those are now only provided upon request. Also, the final bill was inaccurate, with charges for a movie at a time when no one was in the room. The worst part of the stay by far, however, was being awoken by loud construction noise - seemingly in the room directly above mine. Apparently, the hotel was replacing windows from 9 AM until 5 PM, resulting in extremely loud noises of sanding, sawing, hammering etc. I think the hotel should have refrained from booking people into rooms where they would have been disturbed by the extremely loud construction noise.
November 27, 2013
Rated 3 out of 5 by Rdb71 Nice but not quite what I expected
Avoid room ending in 02 as I think they all will share a wall with the elevators.
Our door didn't shut completely, unless the lock was used. Peeling around the trim was surprising.
A window into the bathroom that has a barn door. Privacy is non existent in these rooms.
In general the stay was great, but it wasn't quite up to our expectations for a W.
November 25, 2013
Rated 1 out of 5 by AndyP1 Bad place if you want to sleep
I reserved two rooms, one for my wife and me, and a second for the kids. The folks in the room next to ours were loud until 5 in the morning the first night. People outside the door of my kids' room (separate floor) were fighting in the hall and smoking. We called security from my room. The kids couldn't figure out how to use the hotel phone. Security couldn't have been less interested. My wife called them three twice. We asked them to move us the second night as the people in the adjacent room weren't planning to leave. We were moved late in the day requiring us to keep our bags packed all day and not have easy access to our luggage. We were only partially compensated for the first night despite having had essentially no sleep because of the noise.
In addition to the noise, the room was dirty. The mirror in the second room we got wasn't even hung on the wall - just resting on the floor.
I didn't like the hotel environment overall, and this may have contributed to my distaste. I won't stay at a W again. Frankly I'm wondering now if I really want to stay in a Starwood property again (I am a gold member).
December 2, 2013