Pendry Chicago

The Pendry Chicago was nothing short of incredible. I have never experienced service like I did at the Pendry. I unfortunately got sick during my stay at this hotel, and the hotel staff continued to call and check on me until I got home. They would deliver water to my room and call up just to check in. Muriel specifically was my angel while I was there. She went ABOVE AND BEYOND to make sure I was comfortable even while I was sick. She continued to check in on me even once I left Chicago. If I had to be sick anywhere, I am thankful it was at the Pendry because they are so amazing.

The Pendry Chicago is acceptable but not exceptional and has unfortunately been the catalyst that has broken my trust in the Michelin Guide. Featured as one of only a handful of Michelin Two Key hotels—and having come off an extraordinary stay at an equally ranked hotel in Boston—I was excited to experience the Pendry Chicago. The stay began easily enough. Arrival was smooth, check-in was effortless, and my Chase Sapphire Reserve perks were explained thoroughly. The lobby was peacefully quiet, which complemented the soft yet professional tone of our front desk agent, paired masterfully with the delightful signature hotel scent enveloping your senses and creating a refined check-in experience. The lobby also happens to be home base to perhaps the only extraordinary part of the Pendry: their bellman, Dolapo. Effortless anticipatory service is the signature of true luxury, and Dolapo is a master of the art. He is a subtle observer who responds swiftly to even the slightest hunch that a need may arise, with enthusiasm and confidence that can only come from a hospitality professional driven purely by passion for people. Unfortunately, once one leaves the lobby, things begin to fall apart. The effortless anticipatory service fades with each floor you rise and is swiftly extinguished once the door to your room closes. Details matter in luxury—especially at a four-star hotel from a brand with five-star aspirations. The rooms are clearly constrained by the historic property, formerly a Hard Rock Hotel. The layout is, as a consequence, robbed of modern luxury and feels like a coating of paint over what remains a standard hotel room from the early 2000s. King room bathrooms are tiny, with a toilet hastily crammed between a custom vanity featuring a microscopic sink and a shower whose only metal storage seems placed as an afterthought to the vanity of expansive marble and moody lighting. While I appreciate the attempt at style, the hard reality is that the bathroom seems designed for your Instagram story rather than your personal comfort. It is beautiful but lacking in utility to the point that laying the provided bathmat towel on the floor is rudely interrupted by the opening and closing of the door, crudely bunching the towel against the grout of the shower pan and requiring you to readjust it—if you can even find the space between the toilet, door, and sink to begin with. Moving into the bedroom, the theme of adapting a lesser hotel into an attempt at luxury becomes even more apparent. A bright monolithic wardrobe towers awkwardly over the room, feeling out of place, with a large gap between it and the window to accommodate a dated thermostat and air intake—likely remnants of the building’s prior life. It is paired with a dresser offering ample storage below but cramped space above, where the TV rests with cords visibly displayed in chaos rather than cleanly mounted. Also occupying this surface is a standard mini-bar and coffee maker. Unfortunately, details were again overlooked. Our coffee maker was stocked with four decaf pods—quickly remedied, but requiring a needless interaction with the front desk for what should be second nature when resetting a room. The excessive use of the dresser top by hotel fixtures, especially the TV, leaves available space for your belongings anemic. Opening the crude monolith that is the wardrobe provides some reprieve, but curious choices continue here as well. Robes were provided—honestly, some of the most supple and comfortable I have ever experienced. However, we discovered on our second night that slippers are by request only. Perhaps this also explains why turndown service is by request only, as the room is not outfitted by default with the necessities to adequately perform it—unless one considers a robe laid out without slippers sufficient preparation for walking barefoot across carpet whose cleaning history is unknown. I might have accepted this if the carpet had been replaced with hardwood or wood-effect flooring, but with carpet it feels like a stingy attempt to save a few dollars per guest, hoping they won’t notice—or won’t miss—the slippers in the first place. The on-site restaurants were fine. The hosts at Venteux seemed more interested in the infinite scroll of TikTok than working, though when you did get their attention they were lovely. Breakfast offers either a hybrid fast-casual counter service—ideal for time-conscious business travelers—or a full sit-down experience. The evening happy hour menu is a delightful treat, with perfectly portioned snacks and nutritious options that showcase French classics while offering ample food to share before exploring the bustle just outside the hotel’s front door. Rather disappointingly, it is your first and last impressions that form your permanent perception of an experience. Our goodbye is seared in our memory as a stark contrast to our welcome. Cold script delivery from a seemingly freshman front desk agent aside, we asked to purchase a robe to take home. I am not exaggerating the unique wonder of being wrapped in the warm embrace of this heavenly curation. It did not occur to me to bring the display robe to the desk, as the standard for luxury retail items displayed singularly is typically to request a new one from storage. To our absolute horror, the agent—after confirming our size as medium—grabbed the single display robe, which has been available for the touching and handling of every lobby guest (both hotel guests and casual browsers), and began packing it for us. Stunned, I regressed into a freeze response and allowed her to complete the transaction. I made peace with the fact that it would need deep cleaning before enjoying it—an unfortunate process that sometimes ages microfiber fabrics prematurely—but considered it the cost of doing business. I made it home before realizing the robe was not a medium, but an extra large. Nothing says luxury quite like taking time out of a busy Wednesday workday to return to the hotel and exchange it. Thankfully, now that the display robe was no longer on display but instead in my bag, I received a freshly sealed, plastic-wrapped robe from storage beneath the retail area. I only wish I had not needed to devote the time and energy to correct what I believed had been clearly settled during the original point of sale. Let’s be clear: the hotel is not grossly problematic. It’s a fine stay. It’s acceptable. A four-star hotel? Perhaps in amenities. But short of Dolapo and the warmly personable nighttime front desk agent, Natalie, this property lacks the je ne sais quoi and anticipatory service of a truly luxury experience. As my introduction to the Pendry brand, this hotel lags far behind even its global chain competitors in both luxury appointments and service—to the point that I struggle to understand how the famously rigorous and thorough Michelin Guide so generously rewarded this mediocrity.

If you consider that the location is great; the room is very nice; and the beds and the pillows ares super comfortable, those are nothing in comparison to the quality of the staff. Thank you for making my birthday a memorable one! I wish I could remember everyone’s name so I could right them down, but at least I can give a shoutout to Dolapo and Perry!

The location couldn’t have been better and the staff was so accommodating and friendly. Dolapo especially went above and beyond.

Amazing hotel with amazing staff. From the moment we checked in until the moment we checked out. Perry, Michael Mc and Nike made our stay even better. Always welcoming and so so helpful. Rooms were amazing and comfortable. Great TV selection for when you're stranded inside because of a weather warning. Bottomless Mimosa's went Dow a treat.