Hotel Monaco Chicago

I would look elsewhere for accommodations in downtown Chicago. Management and front desk staff at this hotel do not seem to know that they are in the customer service industry. We stayed in a corner suite with a king bed and sofa bed, which we booked for a family of 4 and noted their ages in the reservation. The room was a tight squeeze and when the sofa bed is pulled out there is not much room to move around in the living room. Despite booking the room for 4 people, the hotel left us 2 bath towels, 2 waters, an unmade sofa bed, and 1 pillow for the sofa bed. At 8:40 pm shortly after we checked in, my husband went to the front desk and asked them to make up the sofa bed so our kids could go to sleep. When they hadn't come up after a half hour and my kids needed to go to sleep due to the time change from the East Coast, I went down to get a pillow for our second child and we made up the bed ourselves. The front desk staff said that the housekeeping team had marked this as complete (saying they already made up the sofa bed), and I noted that, in fact, no one had come to the room. During our conversation a front desk employee and the manager implied that I was lying about the rooms, and when I said that I wasn't looking to spend my birthday evening like this (as it was, in fact, my birthday) they stared at me blank-faced. They said they'd report my "suggestions" to housekeeping. I then called the front desk to confirm for them that no one had come to the room while I was downstairs speaking with them, either, and the gentleman I spoke with said he could send them up "again" to make up the sofa bed, and I said we took care of it ourselves and that no one had come, period. He argued with me about it. When I asked to speak to a manager about the experience, he said he was the manager. He was extremely rude, and he eventually said he'd have his director follow up with me after repeated requests. After 2 days, said director had still not followed up. When my husband then spoke with a different manager on duty, her response was consistent with the prior manager. Don't waste your time expecting service at this hotel - it lacks customer service and any management understanding or appreciation for the hospitality industry. In addition, the wifi is awful and it is impossible to do anything online in the hotel using the hotel's wifi. I ended up tethering to my phone for internet. The sofa bed sheets were ripped. Further, despite reports online to the contrary, there is no longer a pool or hot tub in the hotel, and the hotel no longer gives milk and cookies to kids on their first night nor does it give kids' activity packs to kids 10 and under. There are better options in downtown Chicago than the Omni.

Do NOT book this hotel, if you actually need to stay here and only book it if you don’t mind being moved to a hotel 20 minutes away, at your own expense! We had booked in advanced and pre paid in full for two nights here last weekend, only to be told upon arrival that they had ‘overbooked’ the hotel and were sending us to one 20 minutes away. We had to organize the transport at our own expense, and the second hotel had no idea we were even coming. It was also nowhere near the same standard as the hotel we had actually booked for $600 a night. Despite being told they would process a full refund for the transport to and from the second hotel, along with the first nights hotel, we are being ignored by management. The check out staff were also completely rude and didn’t even apologise for our inconvenienced weekend. I would like to add that the hotel could have called us prior to arriving to check in to advise us of the overselling, but instead myself and other guests (including a bridal party) had their whole night ruined due to having to deal with this situation upon arrival around 7:30pm. We also then had to deal with checking in and out of the second hotel the next day, back to this hotel, which meant missing out on our pre-booked plans - again at our OWN expense. One lady on check in the second day was nice and gave us the managers email and a drinks voucher to apologise, however the rest of the staff were unapologetic and the manager has not replied to our emails.

Hotel staff extremely rude

What a fabulous Valentine’s Day celebration at the Omni Hotel! ❤️ From the moment we arrived, the experience felt special. We were welcomed with a complimentary drink that set the perfect tone for a relaxing and elegant evening. One of the highlights was the beautiful jewelry vendor display, featuring stunning pieces that added a touch of sparkle. It was wonderful to browse unique jewelry while enjoying the festive atmosphere. The hotel also created an amazing photo backdrop that was absolutely perfect for capturing Valentine’s Day memories. Every detail was thoughtfully designed, making it impossible to resist taking plenty of pictures with friends and loved ones. The combination of warm hospitality, beautiful décor, delicious drinks, and special touches made the entire experience unforgettable. The Omni Hotel truly knows how to create a memorable celebration and make guests feel welcomed and appreciated. Thank you for a wonderful Valentine’s Day filled with love, laughter, and lasting memories.

I am currently staying at the Omni downtown Chicago. I want to warn everyone about an issue at the hotel. The bed that in my room reeks of urine and the management will do nothing about it. I recommend checking the bedding before you commit to staying here. Apparently the Omni thinks this is acceptable

I had a brief stay here of 2 nights, booked on reward points with Chase. The hotel is close to the red line station and also close to lots of the shopping along Magnificent Mile. Although it’s super easy to get elsewhere in the city on the train. I did not bring a car, so I’m not sure what the parking situation was here. The lobby employees and door men were friendly and helpful for the most part. I did not stay long enough to utilize the restaurant/bar or fitness areas. Although, if you join their rewards program you get a free wine, beer, or nonalcoholic drink on arrival. The rooms are all suites and mine at least had a good view of the surrounding buildings. The bed was comfortable and the room was quiet allowing for good sleep. The only area of improvement needed was with the shower/tub. The water didn’t feel all that warm when turned all the way and when it was a little warm the water pressure was lower than for cold water. Additionally, the tub water took a little bit of time to drain. Overall, though, I would recommend this hotel.

Very disappointed with my stay. The hotel did not offer room service, and there was no pool, spa, or any amenities inside the hotel as expected. Overall, it did not meet my expectations for comfort or convenience. I would not choose to stay here again.

Great location. Rooms were clean, modern, and well decorated. Restaurant had average service but the food and drink quality made up for it. Prices were high but it was to be expected given the location and area. Valet service was below average: kind and respectful individuals but I had to wait one hour for my vehicle one time. In addition, there is a new parking service they are partnered with; Metropolis, which is awesome by itself, but I question the valets knowledge of how it works on their end. I was pleased the valets acknowledged the wait of my vehicle the first time around and credited me with drink tickets and kept my vehicle close the rest of my stay. I was grateful for the drink tickets but I was slightly disappointed at the limited selection of drinks at which they can be used. Overall, a seven out of ten. Love Omni, but it could've been better.