Rated 1 out of 5 by AJB24 Poor Service For My Visiting Family
I booked this hotel for my family for a fun weekend, it was my for my aunt and 3 cousins. When they arrived they were put into a room with a king bed only, when they went doen to the front desk, Katie, the front desk agent did not help at all, she was very rude and said there was nothing she could do. It was only after we wanted to speak with the corporate office that she magicially found a room with 2 beds!! Then when they got their new keys, they didnt work, and when they were finally let in...it was a king bed again!! All they offered was free breakfast......WOW!! Not what I had expected from a Starwood Property. And to top it off, I never recieved any Starpoints for having my Spg number on file. Terrible stay and would not recommend.
September 15, 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
Rated 2 out of 5 by FiatLux Qualified Recommendation - Needs work on the basic
The good, The greeting was nice. Delicious yummies awaiting at check in. I was upgraded to a "suite" which was nice. It really wasn't a suite but a large room partitioned into two areas. It was spacious and quiet.
Once again staying at this property the Internet was bad. While working my Internet went out, about 8:30PM. I had just ordered room service. When I called the front desk I was directed to their outsourced IT department. I hate having to go through that - I just want someone who I am paying to fix the problem, not me. I then spent 25 minutes on the phone with a very pleasant and trying to be helpful person. In the meantime my dinner came so I ate that while on the phone. I find out upon check out it was a hotel wide-problem. If that was the case then why direct me to the help desk #?
Morning of check out I am wakened by housekeeping at 8:30AM. When I checked in I was asked what time I was checking out. I said noon. That was indicated on the housekeeping roster. Yet I was the first person housekeeping came to that morning, at 8:30. In fairness I did not have the Do Not Disturb sign on my door but I wasn't anticipating an 8:30 AM visit from housekeeping when I indicated what time I would be checking out.
Upon check out I brought up these issues with front desk manager. Very nice woman. She explained to me the internet issue and apologized for the early visit from housekeeping. I guess i was sort of put off because 1) i would have at the very least expected her to say "let me pick up the room service for you" and to 2) made some sort of minimal point gift for the inconveniences... not just a basic shrug of the shoulder and "well try harder next time." There are two many good hotels in Chicago for this to be acceptable.
Finally, I know this is standard with Ws and I like it for the most part, but this particular W has a VERY dark lobby.
September 12, 2014
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 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 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 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 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