Hyatt Regency Chicago

Unfortunately, I was not informed that the food benefit associated with my stay could only be used after 5:00 PM. This lack of communication created several issues for me during my visit. First, I will not be able to receive reimbursement from my workplace because of how the charges were processed. Had I known about the time restriction, I would have placed my meals on my credit card and submitted them for reimbursement. Because I was unaware, I billed lunch to the room and placed dinner on my credit card. If the policy had been communicated in advance, I would have reversed these charges. Additionally, dinner at the Steak and Sushi restaurant was not a positive experience. Our group checked in at 5:00 PM and did not leave until nearly 8:00 PM due to long waits for both the food and the checks. My dinner cost approximately $60, and $25 of that could have been applied to my room benefit had I been aware of the restriction. The meal itself was also disappointing. For example, I ordered rice balls, but the dish that arrived consisted of three sushi rice balls, which was not what I expected based on the menu description. Overall, the lack of communication regarding the dining benefit created unnecessary confusion and has resulted in a significant amount of time on my part trying to sort out billing issues after returning home. This was frustrating and unfortunately left me with a disappointing overall impression of the experience. Thank you for the opportunity to provide feedback.

High quality hotel, excellent customer service. Clean, updated rooms. The steak at Stetsons was perfect! Great atmosphere all around!

Good location and pretty hotel! This location does get very busy leading to long wait times for elevators, coffee, and dining! This was likely amplified due to a large conference that was scheduled during my stay. There was also extremely loud construction happening above my room that started a little after 6am!! I contacted the front desk and staff indicated that they would look into it but no improvement. The scrapping, drilling, and hammering was still going on when I left the room. I checked out that day.

I've stayed at this hotel over the years and always had a pleasant stay. But, they have leveled up! The rooms were fresh, modern and clean. The staff throughout the hotel was extra friendly and helpful. The location of the hotel for a convention or time in the city can't be beat. So convenience to everything along the Mag Mile and Chicago River. The tunnels to the Illinois Center reduce winter walking if needed.

⭐☆☆☆☆ Terrible Experience – Extremely Disappointed I have stayed at this hotel for years, but this most recent visit was by far the worst experience I’ve ever had. Before arriving, I called to confirm my reservation and special requests. I also had everything clearly documented in my app and printed out. However, when I checked in, the front desk had the wrong dates, incorrect checkout information, and higher fees than what I had confirmed. I had to argue just to get them to honor the correct checkout date (Monday), even though I had proof. Instead of helping, staff blamed me for the mistake. Because it was Labor Day weekend, they refused to adjust the pricing, saying they couldn’t change the block rate. The entire check-in process was stressful and unprofessional. It only got worse from there. The air conditioning in my room didn’t work. A technician came, but it still wasn’t fixed. I had to wait until the next day to be moved to another room across the hall. Later that same day, my key card stopped working, which made me late for an important meeting. Security took about 40 minutes to respond and did not seem to communicate with the front desk. Instead of resolving the issue quickly, he argued with me. The room itself was unacceptable — dirty conditions and even blood on the sheets. That is completely inexcusable. I was shocked and incredibly disappointed. After years of staying here, I never expected this level of disorganization, poor customer service, and lack of cleanliness. Guests nearby mentioned that the hotels next door are cleaner and more affordable, and after this experience, I believe it. I will seriously reconsider staying here again.