"Wish I can give it higher reviews..."
Yes, it's luxurious...Yes, the rooms are nice and the staff are really nice.... BUT............... When you come into a Luxury Hotel with 3 huge bags and a backpack you would expect someone to help you with the door... Strike 1..as I was struggling to get in someone finally saw me and helped I was more than half way in... Strike 2...I wasn't offered any type of porter or bell service to bring luggage up and i had stacked my luggage because it was more than the normal amount for an individual.... I checked in easily and the guy at the front desk offered me bonus SPG points for going green...they wouldn't come to clean my room until the 3rd and 6th day....Okay great... Strike 3....They came to clean my room after the first night and I went to inquire and the guy never signed me up.... Strike 4....after they activated the green service...they didn't come clean my room on the 3rd day so I had to call them up on the 4th day (5th Night) as I ran outta towels! Strike 5...Hotel website showed a truffle and wine pairing and I thought this would be perfect way to end a day of work at a trade show and relax a bit...Concierge told me where I could get it...but apparently nobody communicated to each other it was seasonal...hence it wasn't available at all.... Strike 6...I almost forgot about this on the 3rd day my phone in the room died..I kept trying to call downstairs and it ring once and nobody picked up...i tried both phones and someone from maintenance was sent up and figured out it was the system not the room... Another downside is they don't have a little marketplace or vending machines in this hotel...so if I wanted a late snack/soda I would have to walk out of the hotel...but it's cold and I would have to equip myself with a heavy jacket and so forth.... After all these strikes why give them 2 stars...Hotel is beautiful, the decor is nice...I had one of the newly remodeled rooms, 24 hour gym in the hotel at no fee w/free apples... Perfectly located and attached to Nordstroms and a small mall....walking distance to everywhere relevant.....I did get a great nights rest every night though...but being a "Luxury" hotel it didn't qualify based on my experience....
"Good not great"
This was our first visit to this hotel after the renovation and new owner. This hotel is a great location as it is connected to Nordstrom's via a couple routes. It is marketed and with its renovations is considered a luxury hotel at a luxury price. The decor and atmosphere is definitely top notch and beautiful. However, we had a king suite and I feel the space wasn't allocated very well between the sitting room with the pull out couch (which was very small) and the overly large bedroom area. Seems like it should have been a little more balanced to accommodate families. Also, as a luxury hotel, there should be the special amenities such as a snack bar with snacks and beverages. There is none. There should be water complimentary bottles all around the room, but there's one or two in the room period. While the appearance is there I feel it lacks in the service delivery. Also- housekeeping didn't arrive until 4:45 to make up the room. They did comp my valet parking because of it at check out. THe delivery on luxury service just seemed to be missing.
"I enjoyed my stay very much!!!"
I loved the atmosphere, most of the staff were really friendly, I had one complaint about a staff member referring to my weight and how close my room was for the gym. That didn't ruin my experience but I made sure management was aware. However the hotel itself is very comfortable and very clean. It also has a nice spacious bar and lounging area to meet and sit with friends. Their breakfast is also pretty good. I believe this hotel is nice for anyone.
Overall the experience was negative but there are some good things as well. First: the lobby is beautiful and is a good first impression. The room was clean, neat and tasteful. The best thing about the hotel may be the location, right on the magnificent mile and close to transit. Parking is a little pricy but there are multiple cheaper garages within a short walk. Negatives: overall it wasn't quite the luxury experience that it was billed to be. The staff was overall a negative. I booked online through a third party and pre-paid so the staff took my card just for incidentals. I checked my card before checkout and realized I had been charged again for the room, I told the person checking me out and she told me I hadn't in fact pre paid. I assured her I had and then someone came over and looked and saw I had, and so the charge was taken off my card right away. Later that week I checked my card again and I had been charged again for the same room! I called the hotel to explain the situation and I was told it would take 2-3 business days. It took almost 2 weeks and several calls back to the hotel to finally resolve the issue. The hotel didn't do anything to apologize for their mistake, no points awarded, no discount off a room, or anything despite all the trouble the situation caused me and their lack of action. I liked the hotel itself overall but after that experience I won't go back.
Fantastic hotel in a fantastic location in this great city! Rooms are huge with spa like bathrooms with seperate shower and deep tub, Bose sound systems in the rooms and beds so comfy you dont want to get up! Also for a downtown hotel right inthe center of everything the noise from outside almost zero! adding to your great sleep here. Attached to a mall also which is handy in the winter for shopping without going outside!
Credit cards accepted by the hotel: Visa - MasterCard - American Express - Diners Club - Japan Credit Bureau (JCB) - Discover
Check-in: 3:00 PM , Check-out: 12:00 PM