Aja

Booked a suite for two nights for my wedding weekend . Suite is very outdated and not clean. I should have stayed at a Holiday Inn express and would have paid a 4th of the price and got more amenities. Overall extremely disappointed and never staying at this hotel again. Don't let the pictures online fool you.

Everything was excellent!

Extremely disappointing experience with this hotel and its customer service team. Medical documentation was specifically requested and provided exactly as instructed for review. Despite this, the only solution repeatedly offered was rescheduling travel that was medically impossible. What made the experience worse was the complete lack of communication and follow-through afterward. Front Desk Supervisor Pedro Quirosa and the hotel team promised additional assistance and follow-up, yet emails are now being ignored entirely with no confirmation, no resolution, and no accountability. If you are dealing with any issue that requires customer support, hardship consideration, or even basic communication, I would strongly reconsider booking here. Asking guests to provide sensitive medical documentation only to stop responding afterward is completely unprofessional and unacceptable.

The hotel was very nice in the lobby and dining area, I enjoyed the scenery and aesthetic . However, the rooms seemed pretty standard amenity wise and they lacked a microwave. Thus, I don’t feel as though stayed here was worth it for the price. Additionally, I could hear a lot of random noises so I did not get the best sleep here. Also, it sounded like someone was trying to get into my room one of the nights. At about 3 am I heard the sounds like someone was fidgeting with door, causing me to wake up. I realized that the door rattling stopped when I slid a chair against the door and relocked the latch. This lead me to sleep with a chair in front of the door for the rest of my stay. Overall, I would not stay here again.

Bed Bugs & Downgraded From Floor 23 to 7: We originally checked in and got a "luxury room" on the 23rd floor, room felt humid and had a damp, musky scent. I checked for bed bugs like I always do, and found evidence of their presence on the mattress. I called the front desk and they came up to confirm so we headed back to the lobby. The only options given to us were get a new room or a new hotel, the man helping said it wasn't within his power to compensate us for the inconvenience, missing our dinner reservation, throwing out a couple clothing items that touched the first bed, and their hotel almost infesting ourselves and possessions. We were too tired to look for a new hotel and already overpaid for their poor excuse for a valet service, so we got downgraded into a new room many floors down. James did not handle the situation well. Other Situations to Note: Showers were not well made, you're standing in a puddle of water because the floor isn't slanted at all. There are no microwaves. I have never been in a 4 star or even 3 star hotel with such poor noise cancellation, in the sense that there is none. The walls between rooms and the street are paper thin, you could clearly hear a full conversation from the next room. The air filter in our room was well overdue to be cleaned. This hotel spends all of their resources on the illusion of "luxury" within it actually being luxurious. I would not recommend staying here and will never stay here again.

Stayed here for Mothers day weekend and the rooms were okay but unfortunately we were told the morning of Mother's day, we can't eat breakfast downstairs at the restaurant. Apparently it's a special brunch only and we needed a voucher but was never told upon check-in. So we're left scrambling to find food and it was a huge disaster. I wouldn't stay here again.

A pleasant experience. Being part of a Spanish chain, it shows in many details. Everywhere you look, there's someone who speaks Spanish or is even Spanish (Pedro at reception was great, friendly and professional). The location is unbeatable, steps from North Michigan and close to the river. Spacious rooms with an armchair, a desk for working, a 60" TV with Netflix, easy-to-program air conditioning, a minibar, and a large safe. Well-maintained bathrooms with quality amenities. The shower is spectacular! Fast elevators. Good noise insulation, although the location is noticeable and you can still hear sirens, etc. The higher the floor, the better. All the staff were friendly. The restaurant is good, at least for breakfast (à la carte, with three types of Eggs Benedict to choose from!) and the staff is also professional and very friendly (thank you, Kevin, for your excellent service). The only drawback, and it's minor, is that the reception is on the first floor, and you need to take an elevator to check in. In short, a highly recommended hotel that I would definitely stay at again.

I loved the view

The hotel is well located in downtown Chicago, close to the subway and very accessible on foot from the city center. The room is quite large and rather well laid out. It has a large shower. I appreciated the comfort of the king-size bed. However, despite being on the 15th floor, there was a lot of outside noise until late at night. The soundproofing isn't great. Also, there was sometimes quite a bit of noise in the hallways. I would still recommend this hotel.

Location is great and literally not far from anywhere we were going to. Staff was very friendly and as much as I wanted to this to be a positive review...I have to be honest. Our room was probably one of the worst hotels I've stayed at and for the price I payed I expected so much better. It literally looked like they just threw something together in a rush. For starters the cleaning was not up to part with visible dust throughout, the shower is built in a way that it automatically leaks water everywhere from the split in the glass, even the "remodeling" or set up of the bathroom just looked horrible. If it was not for the location and busy schedule for such a short weekend I would've checked out as soon as I checked in.

STAY AWAY: We had the most terrifying experience and the worse treatment! We found a TICK in our bed (they bring Lyme desease) and we complained to the hotel management they refused to refund us saying there was “no evidence”. Look at the pictures to see the evidence. Stay away if you don’t want to get Lyme desease.