of TripAdvisor Travelers recommend this hotel
"Another great stay"
I've been staying at Sheraton Grand Chicago for almost 8 years during a yearly held meeting in my profession. Always a pleasure to stay there. Great facilities. Great and friendly staff. Connie and Rene in the Club lounge are terrific! Nice renovation two years ago of the rooms. I love the pool and health club facilities . Great beds!! Only thing missing is a laptop safe!!
"great value in the windy city"
Just in town for the day and night, so thought I would splurge at the Sheraton Grand. So I was pleasantly surprised when I found the rate was extremely reasonable, and got a large room and great service to boot.
"Excellent in every which way"
Over the years,we have been staying in many hotels in Chicago during the RSNA annual conferences. Our most recent stay in Sheraton was the best of all. We had a room at the club level with a breathtaking view of the city. The room was perfect size the beds were very comfortable. The staff like Melissa at the front desk and several others were all very friendly and it seemed that it was a part of a culture than a personal attribute. The location was what made this hotel distinct both because of the view and the proximity to the tourist attractions in the Michigan Avenue for daily and nightly walks .
"This is the best value versus location in the city, bar none."
We did the upgraded king room so had a corner 17th floor room so could see the lake, the river, and downtown. It was large enough to contain the king bed as well as a love seat and a chair so it was super comfortable as we are watching all the lights down below. The housekeeping staff was excellent. The front desk staff even helped me find lost gloves that I had lost a couple days earlier. We'll be back.
"Trespassing in your room"
I checked in on 11/23 and front desk personnel was superb. I explained to him my kids arriving next day and will stay three nights under 3 separate confirmation number and he was very nice to link them all to my junior suite and gave us connecting room with their two queen regular room. Next morning around 10ish I went to front desk and checked in the room for my kids and I was told by Monieytte that room is ready and gave me three keys. My kids arrived around 1pm and we went out the whole day after they dropped off their carry on in their room. I returned with my son and my husband to our junior suite room while the girls were out still at the club lounge around 7pm. I opened our connecting doors and I went back to my room. Then I heard loud noises from my girls room so I went over thinking they came back. The hotel housekeeping supervisor Julia Harper was on her walkie talkie loudly talking with her body against my room door widely open. I asked her why she is in my room. She proceeded to tell me the bellman delivered some luggages wrong to my girls room which in their record showed vacant and nobody checked in. Mind you 1. My two rooms Connecting door is opened 2. One of my girl's carry on was opened on the floor next to bed, 3. My 15 year old son was in the shower in next room with connecting doors opened. Instead of apologizing for her entering my room without permission, she proceeded to ask if the opened luggage is mine and I said of course. Then she said she will then remove the unopened carry on luggage close to the door since she needs to take that. I looked at her and said wait this is my luggage also and at that point I lost it and I repetitively asked her why are you in my room without permission. She then said "I knocked twice" I told her knocking twice does not give her permission to come in my room and I demanded to talk to her manager-Caitlin Gooding( I was told). She left and I was still in shock at that point then Caitlin called and she tried to explain that the hotel computer is not showing we checked into room. Upon me telling her who checked me in that morning, she finally said she found it as it was linked to two other reservations for next two nights also. She apologized and kept asking how she can make it up to me. I have travelled and stayed at SPG internationally and I am just completely appalled that hotel management level personnel- Julia Harper will be blatantly trespassing in my room without even apologizing first as she noticed it was obviously a mistake in your system to tell her to come inside an occupied room. Upon noticing my presence in the room, she still has the audacity to tell me she will still take a luggage inside my room as she assumed without confirmation that that is not my luggage. I proceeded to tell Caitlin I am in shock and cannot even think straight what could have happened if 1. I DID NOT OPEN THE CONNECTONG DOORS AND SHE WOULD HAVE JUST TOOK MY LUGGAGE AND LEFT.2. MY SON COMING OUT FROM HIS SHOWER AND IN SHOCK TO HAVE A LADY IN HIS ROOM. 3. MY COMPLETE DISTRUST IN YOUR HOTEL SECURITY PROCEDURE AS EVEN MANAGEMENT STAFF WILL TRESPASS INTO MY ROOM. I called my brother-in law who is CFO of a major movie company to see how I should proceed with this. I am completely disappointed in Sheraton management and when I asked Caitlin that I want to speak with hotel manager- Mark Lauer, all she told me was she does not know when he will return. That is another wrong reply even it was Thanksgiving weekend she should still know if he will be back next week. That response triggered me thinking that she wants to find a way not to disclose it even though I told her I will fill out the hotel survey at the end of this trip. My brother proceeded to contact Caitlin on my behalf and asked to comp out all three days for my girls room. He had to make two more phone calls to make sure it was done correctly which when he called back Caitlin was off shift and the shift manager Dave Heffernan had no clue of what the situation was and that also was unacceptable as hotel managerial staff (like us physicians going off shift) should let incoming crew knows about certain dissatisfied customers and what the circumstances and what was the ratification of the situation. Why did we have to call and reilliterate the whole scenario when it was wronged by your staff in the first case. I have read through the complaints on Trip Advisor about the staff and the disorganization of the hotel . One visitor commented that he was given a key to enter a room that a lady was inside already. This is another security issue with trespassing. I sent this review to Mark Lauer the general manager for Sheraton and it's been 3 days with no response. I have to comment Caitlin Gooding has been very responsive but managerial level is definitely lacking in response time. I also read all the responses from Sheraton staff once there is any complaint. They all appear so generic as it all stated to call them to discuss further. Even though the location is great and rooms ok, beds are definitely not comfortable. I will not recommend this hotel
Credit cards accepted by the hotel: American Express - Visa - MasterCard - Diners Club - Japan Credit Bureau (JCB) - Discover
Check-in: 3:00 PM , Check-out: 12:00 PM
Parking fee: self parking $55.00 and valet parking $67.00