The Gwen, a Luxury Collection Hotel, Michigan Avenue Chicago

Im baffled at how this property is a "5 star property" The Gwen fell short on multiple levels on all 3 nights I stayed there. Check in with Jason was quick and smooth. He even gave me a complimentary breakfast which was appreciated. My first room was so drafty i had to sleep in my winter coat and the room phone was broken. Dan from engineering came to assist and was so very kind and informative he told the front desk I needed to be switched to another room due to the drafts. Front desk manager called my room multiple times and couldn't get through bc the room phone wasn't working properly. So instead of her calling my cell or coming to the room herself I had to walk down there to speak to her. She switches rooms and offers me 25k pts for the issues. I decided to extend my stay another night. I was told to call them to let them know by 4 pm. An hour later I get a notification I've been checked out.. I had to once again call the front desk and they tell me "we accidentally checked you out" how does that even happen??? So now I have to go back to the front desk to deal with the "accidental check out" and get new keys. More time wasted. More inconvenience. I needed a lightes makeup mirror. The room states it comes with a lighted makeup mirror yet theres not one in there, talk to the hotel manager about it, he says one will be sent right up... 2 hrs later it arrives. 2 hours later! More time wasted. Then somehow my new reservation turned into 1 night 2 rooms. Again the employees state they dont know what happened "it was an accident" they remove the one room- canceled that reservation. Hotel managers asking me "why didnt they reverse it they have a time window this can be done in" thats a question for your staff not guests. Lots of errors. Lots of mistakes. Lots of inconvenience. Way too much time spent going back & forth with the front desk, managers and waiting for engineering. Saturday into Sunday sink clogged in the bathroom. Couldn't wash my hands, couldn't brush my teeth. Told them- they never sent engineering. Went to check out yesterday they asked how my stay was i told him it was nothing but problematic. Issues nonstop. He responds with "good have a great night" so clearly he wasnt even listening. Id never stay here again. Completely dissatisfied on every level. Theres zero reason to have that many issues in a short time frame. I am thoroughly disgusted. They sent me multiple emails about giving them a 5 star review and state directly in the email if you cant recommend this property to your friends and family please contact us to make it right.... I did for 3 days straight and they never made it right. That would most likely explain why its labeled a "5 star property" bc they hound ppl for 5 star reviews. Maybe some gullible guests think its luxurious and 5 star who doesnt have experience with actual 5 star properties but I can assure you, these issues i encountered at the gwen would never happen at a 5 star property yet alone 3 days of nonstop issues? At a 5 star propety? Never. It would never happen. This was my first and last time staying here. Never again. Lack of amenities, no smart tvs, and horrific customer service all around. Staff needs a complete retraining. Only thing I can say thats positive about the property is the feather pillows were great and the location is central.

We came to Chicago to celebrate our anniversary, and overall the hotel itself has been a lovely experience. Unfortunately, our breakfast dining experience did not meet the same standard. At breakfast, I ordered the avocado toast and specifically requested no leeks. My husband ordered the omelet. When the food arrived, my avocado toast unfortunately had leeks on it. The plate was taken back to be remade, which I regretted having to do because I dislike wasting food. About 15 minutes passed with no update, and our waitress had disappeared. My husband flagged down the hostess, who said she would check with the kitchen. She returned to tell us the dish was almost ready. During this time, two other tables received their food, and my husband’s omelet was getting cold. Another 10 minutes went by, and when we asked again, we were told they were “making it now,” still with no sign of our waitress. Thankfully, Meredith—who was not our waitress—noticed that only my husband had food in front of him and took it upon herself to check on our situation. A few minutes later, my avocado toast finally arrived. Unfortunately, it was very underwhelming: two pieces of toast with a yogurt spread, avocado slices, and a few wilted arugula leaves—nothing like the original dish that had been served earlier and certainly not something that should have taken 25 minutes. Jason, the manager, came by to apologize and genuinely tried to make our experience better. However, by that point, my husband’s food was cold, and the situation had already significantly impacted our breakfast. I want to sincerely thank Meredith for her attentiveness and care, as well as Jason for stepping in and trying to improve the situation. It was because of their hospitality that our day turned around, and we truly appreciate their efforts. The Gwen is fortunate to have someone like Meredith and Jason!

I went for my friends birthday and had the best experience. We go every year to high tea for my friends birthday and this one was the best one yet. Jodie so attentive and such a joy. She recommended these truffle fries which were the best part of the experience. Favorite high tea. Amazing performance experience!

We had a wonderful tea experience and 'Judie's service was excellent! Great tea, drinks and food!! Will be back in no time!

We always have a great experience at The Gwen. An unbeatable River North location right off the Mag Mile and attached to Nordstrom . The staff across the board was friendly, welcoming, and very accommodating. Big shoutout to our awesome server Meredith at Upstairs at The Gwen. She was warm and attentive, and made breakfast each morning a lovely experience.