I want to write a better review but cannot after our stay this past weekend. A top-level experience should be provided for a $1,600.00 two-night stay. I have stayed at this hotel 4 previous times and was looking forward to the fifth stay. The high cost, even for Chicago, is not justified by the below average customer service. The poor service started and ended with bad valet service. On arriving, the valets did not help us with unloading our bags. We finally requested a bellhop after taking care of our own bags. The bellhop was the only person who provided outstanding service. When leaving the hotel, the valets did not open the hotel door, acknowledge us or assist with luggage. They stood around the valet stand chatting. Valet service was $79 per day. The check-in process was smooth but sterile and no real hospitality. The only real interaction was being told that a large event was going on in the floor beneath our room and that loud music was to be expected until midnight. We were told that we could not be moved to another floor. One bottle of tap water was provided in the room, but we were told that there was no ice in the room. If we wanted additional water, we could have tap water or pay $6.50 or $10.50 for bottled water. We never heard a thank you for your business or that we appreciate your business a single time during our stay. This has previously been my favorite place to stay in Chicago but I'll be taking my business elsewhere where I am valued as a guest paying a large sum receive absolutely no customer service. I've honestly been treated more as a guest at hotels in the range of a Holiday Inn Express. This stay was absolutely not justified by the price.

My title says it all, that the location of the hotel was great. The facility was awesome. The staff was fantastic. My problems had to do with the bathroom. 1st, the shower design was just terrible, were after each person showered there was quite literally a shallow lake that was created on the floor. We went through about 20 towels each morning for three people to shower. It was pretty disgusting. The second thing was the fan. The switch on the wall was demolished, but when you clicked on it the fan would start to work... for about 10 seconds. After 10 seconds the fan would turn off. We asked maintenance to look at it and they actually said that was normal. My response would be yes, that would be normal for a fan that is broken. He laughed, said there was nothing he could do and left. For the price we paid to be in this hotel, I expect a few things to actually work. The shower to work (in this case shower worked fine, except the glass simply didnt keep the water in the shower area), and all of the appliances to work which would include a vent fan in the bathroom. It actually put a damper on the trip, knowing that the bathroom was going to actually smell musty at the end of each day, because of all of the water and pile of wet towels, with no working fan to keep it ventilated. Very disappointing.

We chose to stay here using our points with Chase. The location is fabulous just across from the millennium park and 2 blocks from the art musuem. The hotel is beautiful historic beauty. The lobby on the first floor was very popular and a wonderful plce to have a drink and relax. Our bedroom was luxe and outfitted with furniture like a historic gym. There was a pommel horse sitting at the foot of our kingsize bed. It was quiet and comfortable with premium bedding and luxe robes for lounging.

I love staying in multiple hotels on businesses trips and I found a real gem in this hotel. Well done by the staff, design team, etc. Great spot. The hotel's common areas, including the lobby and fitness center, were clean and well-maintained. The views of the city skyline, which was a highlight of my stay. My only suggestion would be to improve the room service menu by adding more diverse options.

Great room, with an amazing staff, and the best public spaces of any hotel in Chicago. Stay here, and if you can't do that, then come to the 2nd floor lobby, have a drink, and live like a robber baron for a few hours. Elegant without being stuffy, the decor has a real sense of humor about it -- be sure to note the trophies on the wall in the main library / reception floor. AWESOME HOTEL!