of TripAdvisor Travelers recommend this hotel
"Bi-polar Hotel; Poor Shuttle Service"
I would love to give this hotel the highest possible rating. I stay at O’Hare frequently and this is one of my preferred choices. The physical plant is clean and functional, it has the Westin Heavenly Bed, there’s a great indoor pool and hot tub, and I’ve been able to pay a reasonable fee to leave my car when travelling. Also the service in the restaurant—both dinner and breakfast—has been attentive. Other than the shuttles, which is a different issue…this hotel has been consistently good. On “good” stays I’d say it’s one of my favorite hotels and give it five-stars. Here’s the problem…due to the airport, occupancy rates shift from 20% to 70%, sometimes within hours, depending on what’s going on at the airport. Unfortunately, the hotel seems to staff more to 20% which means when it’s even halfway full…service becomes non-existent as every single function from the front desk to the restaurants ends up short-staffed. How management staffs this hotel is really somewhat cruel to the employees who have to deal with these swings. This particular stay there was a large meeting at the hotel…with an event, they certainly should know how to staff the hotel. But they choose to short-staff. This means lines at the front desk…while waiting to check out, I missed your shuttle costing me another 15 minute wait (your front desk person called and the bellman refused to hold the shuttle 1 additional minute...and that's after already waiting several minutes in line at your front desk). And while eating a nice breakfast should be a part of an experience at a hotel like this…as I was told this morning “we can’t help it if 100 people choose to eat breakfast” when the wait and line was entirely too long (out to the lobby fountain) to eat and then catch a flight. So I skipped breakfast and ate at the airport. The staff blames short-staffing on these service issues…this is a 1980s-era hotel…you’d think after 40 years that Starwood would have devised a formula for staffing a major hotel. Management who hires/fires employees, who determines the org chart, and who writes the schedule is directly responsible for--not victims of--short-staffing. Now, for the shuttles…they outsource them to a third party, which enables the hotel employees to take no responsibility and place all blame on their contractor for the horrendous shuttle service. For months they used rusty old Ford panel vans with a copy-paper sign in the window to protect their regular shuttles from the winter weather…this is how the hotel chose to present its brand and the first impression it chose to give guests. Shuttles are supposed to come every 15 minutes but I’ve stood outside the bus/shuttle terminal for over 30 minutes (meaning at least 2 busses should have come)…I find it hard to believe standing on the sidewalk, in the Chicago weather, that I missed two busses…if the busses came at all, they didn’t stop. On this last time, when the shuttle did arrive—it was almost full—indicating to me the shuttles aren’t running every 15 minutes but more like every 30-40 minutes. During election season, one of the bus drivers engaged me in a political discussion…holding me captive while he spewed his propaganda. Again...Westin blames the outsourcing...but that's how Westin chooses to represent its brand. If your bus driver is speaking on behalf of the hotel whose uniform he wears, then this hotel is actively engaged in Chicago political protests and is fully supportive of anarchy. According to your front desk, "everyone's entitled to their opinions..." So there's a clear training disconnect as to what's appropriate discussion with guests. Hitting this hotel at a "good" time gets a five...hitting it at a bad time, there are other hotels I'd choose. The problem is you don't necessarily know in advance which it's going to be. The inconsistency in execution leading to unpredictability in guest experience is the problem with this hotel.
"Great hotel near O'hare airport"
Easy check in and check out. Staff extremely friendly. Rooms very clean and roomy. This hotel is about a 5-8 minute drive to airport parking. I believe we did have to pay for wifi. There is a bar/restaurant that was full when we srrived, but I did not eat there.
"Great overnight stay "
Stayed one night at the westin do to a long layover hotel was great easy check in, we ate at the restaurant and the food was great the beds were heavenly and really enjoyed the long hot shower after a long day of travel the shuttle drivers aren't very friendly and the drive back to the hotel was a lil rough all in all a great stay
Very clean hotel with friendly staff and Denise the concierge was very helpful. They have shuttle service to and from airport which is very helpful. One downside there was a convention and had problems getting thru to downstairs on the phone. Very close walking distance to awesome deep dish pizza place called Giordano's and I recommend making a stop there to eat.
The beds were comfortable. The rooms and the entire property were beautiful. It was clean and the people were very polite. Unfortunately it cost $25 to park in their lot. There was no other place to park so you had to pay it. It would have been perfect except for this.
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