Rated 3 out of 5 by KayDeee That "WOW" experience for all the wrong reasons
We stayed the previous night (Friday) at another 4 star hotel for a wedding. That next morning (Saturday) we decided to stay in the city another night, and despite the great room and great rate from our current 4 star hotel, we decided to be adventurous and try another hotel in the area just for fun.
I've always had great experiences at Starwood properties and had never had the chance to stay at a W before. So we grabbed a room at the W City Center that morning, for a 1 night stay.
I realize due to the last minute nature in our booking, we probably would not be allotted one of the best rooms, but I really did not expect to be stuck in an updated version of a hobbit hole. With a bathroom that was probably 2 and half by 4 feet.
Yes, we'd fallen victim to the "cozy room" booking. Yes, I realize "due to the original 1920s architecture" blah blah blah and that's fine. That is fine for literally any other non-premium hotel brand.
Sorry, W. You cannot charge premium prices, tout yourselves as a cool, hip luxury brand and then not expect the kind of backlash you get for these rooms when people are sorely disappointed for expecting that WOW experience you are so careful to construct, then just try to explain it away with "that is how the building was built. Here is free Wifi. Deal with it."
Oh and the "free" wireless? Might be nice if it was not slow as a turtle. And if you would want to spend any time in your room in the first place for anything other than sleeping.
Oh, and I lifted up the bedding for cleanliness as I do for any hotel stay, and there were tons of hairs underneath the mattress pads. Super gross.
Bright side: the towels are super. Really great.
We should have stuck with our original hotel.
And now we know.
September 3, 2013
Rated 2 out of 5 by Mimi343 The staff at this hotel did not make this trip relaxing!
I called this hotel at least 5 times prior to arriving to ensure a smooth trip however it was anything but! Prior to arriving I requested an early check in, connecting rooms, a pack n play, and to be on the same floor as the bride (since I was in the wedding and was traveling with a 1 year old). Multiple phone calls I was told that everything was all set but when I arrived to the hotel this was not the case. I waited in the lobby with my one year old for almost 3 hours waiting for my room to be ready. I had an argument with the front desk person trying to get connecting rooms and was told because these rooms were on a higher floor it would be an additional $50 a night per room. They were out of pack n plays. When I entered my room one room was very very small and the fridge was in the opposite room as the crib. I called the front desk and was told it would be switched right away however it was never done throughout the stay. I guess as a gester for my trouble a small bottle of wine was sent up to the room with a card. The staff couldn't even take the time to spell our name correctly. Then to top it all off we requested a late checkout and went for breakfast. When we returned one room was cleaned and the maid threw out my goody bag from the wedding. I called the front desk and they found it but really do I want to eat the food in it after it was in the trash and more importantly is that room considered clean for the next guest when I still have access to it??????
The hotel price and parking was very expensive for a weekend and I was very very disappointed in my experience at the W. I actually hand never written a review but the hotel portion of my trip really set the tome for the whole weekend. I would never stay at the W again.
June 18, 2013
Rated 1 out of 5 by Nikki3343 Extremely Disappointing
Last year, I booked the W City Center for my wedding, and I stayed there with many of my friends and family. I had a great experience, a wonderful room, and decided to book the hotel for my first anniversary. When my husband and I went to the front desk to check in, we were informed our room was not ready, even though it was 4:30 PM and the check-in time was 3 PM. He indicated that he would put a rush on cleaning our room, and it would only be about 20 minutes. He would call us when the room was ready. I would assume that common courtesy at this point would to apologize for the room not being ready-- instead, the front desk clerk was curt, rude, and ill mannered. We had dinner reservations that night, so we waited in the lobby for the room to be ready. As we're waiting, we see several (probably 15 groups of people) get room keys and head up to their rooms. We were confused, as we didn't book a special room, but waited for them to call us. 35 minutes later, we return to the front desk to the same front desk clerk. He doesn't recognize us, despite us sitting as close as possible to the front desk to wait for our room. After rudely greeting us again, he gives us the key to a "Cozy" room. I quickly realize how "cozy" this room is. Think smaller than a cruise ship cabin. What was most disappointing, however, was the quality of the room. The wallpaper was peeling off the walls, the entire room looked worn and old, despite being updated to a more "modern" look. The bathroom door refused to close properly, leaving several inches open to people walking by. My husband and I were claustrophobic, so we went back downstairs to the front desk clerk who (again!) did not recognize us from our previous two visits. We tell him about the room, he again did not apologize, and put us in a different room. Much bigger? Yes. Cleaner? Definitely not. There was long black hairs on the vanity and dirt on the floor. After this almost 2 hour ordeal of checking in and out of rooms, and missing our dinner reservation, we finally just decide to stay in the dirty room. The most unsettling and disturbing feeling, though, was knowing that our wedding guests may have experienced the same treatment that we did.
August 29, 2012
Rated 5 out of 5 by JayJay64 A Memorable Night's Stay
I had to go to Chicago for the National Restaurant Association's annual tradeshow, but I could only stay one night, a Saturday night, for I had to be home on Friday and Monday for business. I booked the W because it was convenient to places in The Loop and McCormick convention center, to these degrees, it worked very well.
When I arrived at the hotel after attending the show on Saturday I was greeted by the bellman who handled my bags with a smile and directed me inside. The lobby took me back, I could see it was an older, elegant structure redone anew with a whimsical, edgy sense of style that respected the original architecture, I was delighted by the space. I checked in and sent my bags up to my room and went to the bar for some refreshments. The interior music set a perfect mood for the late afternoon moment and the beer was cold, I enjoyed 2 rounds and went to me room to freshen up.
I chose a Spectacular room and found it to be just as described, spacious, open and well appointed; the tech hook-ups were excellent and the iPod interface on the bedside radio was of outstanding quality and audio clarity. The bathroom was very nice and modern, the hot water got hot quickly and the lavatory flushed without laziness, 2 things not always found in older buildings in Chicago. The TV looked nice and modern, but admittedly, I never used it. The bed, yes, the bad, it was awesome! I had a very comfortable king with what appeared to be feather pillows (if they were't feather, I couldn't tell) and the sheets and bedding were of high quality. The step-in closet was illuminated and had just the right amount of room for 2 people's clothing and bags, the safe was a nice tough as well as the hanging organizer. Lighting in the room was well thought out, I was especially fancied by the low-level illumination under the bed and left it on all night as a nightlight. There was a desk, a desk chair and a side chair, both chairs were leather clad. Overall, I was very pleased by the room's layout, appointments and style.
I went out to dinner that night with some clients and upon returning to the hotel the atmosphere had changed. Two disco balls were sparking the lobby and the music was bumpin'. There was a party going on in the ballroom that had spilled out into the lobby area. It was a fun moment and I settled at the bar to take it in, one drink later I adjourned to my room for a restful sleep. The next morning I went down to the lobby for some coffee and sat in the comfortable lobby area and gathered my thoughts for the day ahead. Checkout was a snap and I left The W satisfied with my stay and knowing that I shall return!
May 9, 2012
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 3 out of 5 by Bruce05 Underwhelmed
After staying at other top SPG hotels including one other W Hotel my experience at this location was pretty disappointing. It was our wedding anniversary and I while I appreciate the room upgrade we received (and we did tip the concierge handsomely for this), I'm afraid that's where any sort of customer service stopped.
When we checked in the doorman was awesome with helping us with our bags and opening the door but we never saw him again and that was the last time anyone opened a door for us and yes we did tip. The door staff were more concerned with hailing cabs for people and in my perception catering to the bar patrons.
I don't expect anyone to open a door for me but when my hands are full it's a good gesture. I would do it for someone else even if I wasn't working there. I can't tell you how many times we struggled with bags to open the front doors. On top of that when asking for directions, we explained we wanted to walk and were told exaggerated walk times and cabs were always suggested. Do your staff get tips from cab drivers or something?
As far as the concierge staff goes I felt like I was being solicited to book events and/or couples massages and when we cancelled a reservation due to the marathon making it difficult to keep, I felt pressured to book another time. It made me wonder what the motivation is to constantly want to book us for events and call us cabs. I don't want to be hustled on a vacation.
I'm almost embarrassed to bring this one up...upon check in, we were promised champagne and chocolate covered strawberries (because of our anniversary) and we received neither. I don't need these items from your hotel but the gesture did make my wife feel special and as you can imagine, unimpressed when the promise wasn't fulfilled.
The check out procedure was what put me over the edge though...the promotional rate I was promised at booking was not applied and our bill had a significant discrepancy. I brought this up upon check out and quite frankly it was like I was inconveniencing your front desk staff. There was a line up starting behind me and I did not want to be standing in the cramped lobby either but I wanted it resolved so as not to have to call from home later. I was being rushed and I did not appreciate it. After reading my print out in the Living Room I came back again and stood at the SPG desk for a good 5 minutes before anyone asked to help me. I remained calm and eventually the lady who did help was great but even she was unsure as to why my balance still seemed off. I sensed it was going no where so we left it with me looking into it later when I get my visa bill. I would have preferred to have a manager come out and help rectify it there on the spot.
Positives were the housekeeping staff, bed and shower, towels - all awesome.
October 13, 2014
Rated 2 out of 5 by CSG0 Complete lack of response from staff
The hotel's facilities are good although, as others have noted, the rooms are quite small.
The hotel staff and in particular the concierge desk completely failed to fulfill their service promise. There were numerous instances where I called or emailed the concierge desk and got ZERO response. In one particular case, I had an urgent need, called the concierge desk and was routed to voicemail but the call was never acknowledged.
I have followed up directly with the hotel manager and she, too, has been a black hole -- a complete lack of response or acknowledgement.
The physical hotel facilities are up to the usual W standards but the service was a total fail.
June 13, 2012
Rated 3 out of 5 by KTJ2020 No closets
The hotel is very chic. Not at all what I was use to when it comes to staying in a hotel. I stayed in this hotel since it was recommended to me. The bed was comfortable and the staff was great but the room did not closets or drawers or anywhere to put clothes. This was a little bit of a problem since I was there on business and would have liked to have a place to hang my clothes instead of literally living out of a suitcase.
September 25, 2014
Rated 5 out of 5 by DAKINGZKID BIRTHDAY GETAWAY!!!!
DOWNTOWN CHICAGO AT THE W CHICAGO ON ADAMS STREET I ENTERED IN GREETED BY THE DOORMAN WITH A SMILE!!!! ... BEAUTIFUL HOTEL!!!! ... ALL OF MY NEEDS WERE MEET AT THIS FANTASTIC HOTEL!!! ... LAURELLIN HAD EMAILED MY A WEEK BEFORE MY TRAVEL DATES TO COMFIRM MY ARRANGEMENT AND ASSIST ME WITH ALL MY TRAVEL AND HOTEL NEEDS!!! ... SHE WAS MY ANGEL!!! ... MY MEDICAL NEEDS WERE MET ... MY LOCATION NEEDS WERE MEET ... I SO BELIEVE IN COMMUNICATION AND SHE BLESSED ME WITH ALL HER MIGHT!! ... LOL FRONT DESK WAS AWESOME!!! VERY QUICK CHECKIN ... I HAD A HANDICAP ROOM VERY SPACIOUS THE BEDS ARE HEAVENLY!!!! ... I SOOO ENJOYED MY BIRTHDAY GETAWAY!!!!! KEEP IT UP W CHICAGO HOTEL!!!!
November 28, 2012
Rated 5 out of 5 by suman514 Another solid stay!
This was my second time staying at the hotel, and it was another solid stay. The hotel is well situated in the business district, and well-positioned for a 2 hour walk to see some stunning architecture in the loop! It's also close to the metro and the L train.
My room was big, and had a comfortable desk to work on. Bed was super comfortable and there was a walk-in closet (awesome!). Internet connection was really good. All-in-all the room was perfect.
I'd like to give a special thank you to Erwyn who checked me in. He also found me a "normal" hairdryer so that I could do my hair properly. Thank you!
December 13, 2013
Rated 4 out of 5 by Collin32 Great location but noisy elevators
This hotel is great. The staff couldn't be more friendly or helpful. Room service was superb. There are only 2 reasons why I can't give this hotel a full 5 stars. The first is that the exercise facility is small and 2 of the 3 treadmills were broken. I went to workout in the morning and the small room was so busy I just left, and had to come back later in the evening. The second reason is I was on the 9th floor near the elevator bank and the elevators were so noisy that they would wake me up every morning when everyone started leaving for the morning around 6:30. I would also stay up later due to the noisy elevators.
February 8, 2013
Rated 4 out of 5 by smdjrd W Chicago
We really liked this hotel. The staff was great, the location was perfect. The room was nice and clean, etc. We did not like the bar at all. We tried it 2 different times and had to go up to the bar to get a drink both times. Not very friendly staff in the bar.
September 29, 2014
Rated 3 out of 5 by Lola Corner Rooms
Make sure you ask if you're getting a corner room. The bathroom door slams the entry door and does not open all the way. If I was any bigger, I might not fit through it. Also, the bathroom is the tiniest bathroom I have had in a hotel. So small that the glass shower door has to open into the shower. When you get in, it dumps water onto the floor. Not good for the socks.
It's adequate but nothing to write home about. Oh yeah and no drawers in the room. I literally lived out of my suitcase.
November 3, 2011
Rated 2 out of 5 by USAeed Not my first choice from now on
The lights in the room are very dim and are located right above the eyes on top of the headrest part of the bed location.
The walls are so thin that you can hear EVERY thing from the next door.
September 29, 2014
Rated 5 out of 5 by Janiejam Very Friendly Staff
The staff is very good. They go out of their way to make sure that you are comfortable and well taken care of.
September 30, 2014
Rated 2 out of 5 by NoThankYou14 Disappointed
We stayed at the W Hotel last summer, and tho the bathroom area was a bit cramped, its price and location were good. This time, we couldn't open the closet to dress without pinning the other in the bathroom. No coffee pot in room: problematic; no coffee service ready in the lobby: frustrating. Not well maintained. Our keys, and several other patrons' keys, often didn't work in the elevator. No matter how many times the front desk "fixed" our keys. VERY frustrating. Then I belated saw the $63/day to park, a considerable hike over last year's high rate. We aren't staying there again.
July 14, 2014
Rated 2 out of 5 by melanie191 Disappointed.
The W Hotel in Chicago is disappointing. The elevated train outside makes it hard to sleep. The bathrooms are tiny, and the staff has covered the vanity in hotel items, so there is no room for a guest's own toiletries. You have to call and request a coffee maker. The HVAC system for the large conference room is dismal, so the meeting room is either below 60 degrees or it is stuffy and warm - there's no comfort level at all. At the price I paid for the room, and at the price the conference organizer paid, I expected everything to be perfect. This place needs a lot of work to rate the prices they charge.
October 5, 2012
Rated 3 out of 5 by Wilson45 Pleasant staff, pleasant visit
The very dramatic foyer of the hotel set the tone of the hotel decor. The staff were eager to please, courteous and willing to accommodate our requests and addressed the minor queries which we had on arrival and departure..
Our room was spacious and had all the facilities we expected from a 4 star hotel. We loved the original and relaxing decor of our room which along with the double glazing shielded us somewhat from the road works below. The beds were spacious and very comfortable and the under bed lighting was a cool touch. The only gripe was the noisy toilet which sounded like a rocket when you flushed it - minor detail. I'd happily stay there again and would recommend it to others
May 15, 2012
Rated 2 out of 5 by bma1214 Disappointing Stay
We had booked a one-night stay at W City Center for an in-town wedding in July. We arrived at 2:30pm and were told that we'd have to wait until 3pm since that is the official check-in time. However, even at 4pm, they kept informing us that they didnt have any rooms available (this is despite receiving 4 confirmation emails from the hotel the week before). Finally, after speaking to them for the third time and emphasizing that we had a reception to attend, we got a room at 4:15pm (and barely made it to the 5pm reception across town). The next day when I reviewed the bill, I noticed that they had overcharged us by $500. I had to spend 10mins trying to sort this out. My husband and I have stayed at the W City Center several times before (and at other Starwood properties in the US and overseas) and this has by far been the most disappointing stay to-date!
August 5, 2012
Rated 3 out of 5 by RATL Great staff!!!
I am not a big fan of this hotel unless I get put in a Spectacular room or above because the bathrooms are so tiny, among other issues I've had at this hotel with rooms.
However, the staff at this hotel truly make a difference! Tyler Smith is the most pleasant front desk person you will meet. He almost instantly remembered me and on my next visit anticipated my needs. He always gave me extra bottled water, remembered my name and did it all with a smile! Tyler is an asset to SPG. It is rare to find such pleasant hospitality employees that can recognize and anticipate a guests needs. Good job, Tyler!
October 21, 2013
Rated 4 out of 5 by RobRob Mostly great - Restaurant SLOW
Loved the hotel, especially the Alice In Wonderland feel in the living room. Desk staff was great but Acura Experience lady was a bit rude. Also, one car with such limited hours not worth having. Turned out to be a non-Experience. Waited more than 10 minutes to see a hostess or anyone in the restaurant for dinner. Finally went and found someone who went to find someone. Dinner was good and service was good after a bumpy start. Also don't understand how a cup of tea is $5. Too many great dinner options in the city for you to have a sub-par restaurant experience. Breakfast was great, but also understaffed. Even front desk - never more than two agents, always a line. Need more staff, it seems.
June 12, 2013
Rated 3 out of 5 by jad2 Could have been better...
I was there for a few days for ASCO. An area next to my room was under some type of construction. The first morning, I left very early for meetings. The second morning, I was woken by a lot of noise of the construction starting at 7am. Then, right at 9am, hammering and banging began. I needed to work from the room and it was difficult. During the day, paint fumes started. The next day, the work started early again but I was leaving to return home. The room cost was too high to put up with this. I did not mention it until I checked out and suggested that they not give out the room. The person said that they were booked and needed to use it. They then need to limit the construction, I would think.
June 6, 2013
Rated 4 out of 5 by Coleo Decent stay
It's a nice hotel, not outstanding by W standards elsewhere, but the staff was very helpful and friendly on all things. I was upgraded to a larger room on check in which was really nice as well. The lobby area is stunning with beautiful domed ceiling and historic features. The bar area was minimal but good enough to have a drink and bite to eat. The building is a little older, so the sound of the radiant heating did keep me up at times and the L train is quite close as well. it's not a place for a relaxing stay as the area can be quite busy with cabs whistles and cars whizzing by.
March 17, 2014
Rated 3 out of 5 by 9162 Charged for minibar
The hotel charged me for minibar items I did not use. Disappointing that after paying over $600 for one night they do something like this.
September 18, 2014
Rated 5 out of 5 by RadA380 Great Hotel, Great Atmosphere and Great Location
The outside of the hotel looks spectacular if you arrive at night. We arrived at around 10pm at night and the site of the hotel lit up in purple gave an incredible first impression. Right away we were excited to stay here. The lobby was like a night club with great music, lots of seating, and a good bar. Upon checking in we were upgraded from the Wonderful room to the Spectacular room. The room was huge with lots of space, big bed, big washroom and a big screen tv. Staff were incredibly friendly as well.
The location was great too. 5 min walk from the Willis Tower (Sears Tower) , minutes from the river and the River Walk and not far from Millennium Park. Also being right in the Loop it's to get anywhere when staying at this hotel. I'd definitely recommend it to anyone.
August 6, 2014
Rated 3 out of 5 by sapguy Nice location, but tiny room & no SPG recognition
Arrived to hotel at closer to midnight due to a late arriving flight from SFO. Check-in agent was grumpy, no SPG Platinum recognition at all, was given possibly the smallest room in the hotel (nice for my Platinum status), and did not even coded my breakfast amenity correctly.
However, the staff at the bar was super nice (served me a late night soup), and in the morning, the staff at the front desk made up for the evening staff with their friendly and positive attitude (she recoded my breakfast amenity correctly). Great location, but sometime the staff will spoil things.
December 9, 2012
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 4 out of 5 by JackNYCSea Physical plant needs help but....
The hotel feels a bit shopworn-- paint and new carpet would help a lot! Having said this- your management deserves an A - you have a super group of people working here with a great attitude. I had a few encounters from check in to losing my key to an early check out to beat the snow out of town.... Each time I was very impressed with a different person owning the interaction- and exceeding expectations. I had 22 of my employees at the hotel for the IHA show- and you presented a great example of confident competent associates executing strategy! Thank you & see you again!
March 5, 2013
Rated 3 out of 5 by Lindacg The hotel does not meet what I have come to expect from Starwood
I was excited to experience this property, however, I was disappointed with my stay. Check-in was smooth and very pleasant as was the valet's extra effort to assist. I was "upgraded" to a larger room (I have no comparison so I cannot speak that the room was larger than others). The room was spacious, but not what I expected. The room/lighting is dark and there are no drawers for clothing - very odd.
Maybe it is just me, but I did expect more from a downtown Chicago Hotel in the Starwood portfolio - I am sorry I used so many points!
July 17, 2014
Rated 2 out of 5 by SRM24 This hotel has small rooms, feels like a bar everywhere and could improve client service
I was surprised by how small the room was when I arrived. There was hair in the shower. I am not a large person but sitting on the toilet the toilet paper was bumping up against my arm. The overall effect of the hotel is dark which may be a preference for others but I personally do not care for that or for the fact that you basically have to walk through the bar to get to your room. Also, it was raining heavily one day and although every person I encountered at the hotel affirmatively mentioned that umbrellas were available, when it actually did rain and I requested an umbrella, the front desk said they would check. Another person walked up and said she needed two more umbrellas. The front desk person came out with the two umbrellas for the person who arrived after me and then said to me that they were out of umbrellas, she explained the other person was with a group who had paid for the umbrellas. I think you should not tout having something available if you do not. The one positive is the room service people were very pleasant and on time. I would not stay at this hotel again.
September 12, 2014