Pendry Chicago

We spent close to $20,000 on three rooms at Pendry Chicago for a work trip. At this price point, we expected exceptional service. Instead, the problems began before we arrived and continued throughout our stay. My first room had stained flooring and a shower that didn't work properly. I was moved twice, eventually ending up beside the elevator shaft in an extremely noisy room with stained carpet and a tired, stale feel. A pillow took almost 40 minutes to arrive. I was woken at 6 a.m. by an alarm left set by the previous guest — and incredibly, my colleagues experienced the same thing. Worst of all, one colleague woke at 3 a.m. with a spider crawling on her face. After removing it, she was woken by another spider. She reported it to reception and was promised someone would follow up. Nobody did. These weren't isolated incidents — we had problems across all three rooms. I am also not including all of the challenges we faced as there are too many to list. Rather than immediately leaving a negative review, I emailed management and tried to resolve everything privately. Pendry acknowledged the multiple service failures and eventually offered compensation. What followed was months of emails, chasing and back and forth, with Pendry unable even to successfully process the promised refund. Eventually, completely exasperated, I emailed management explaining that after months of trying to resolve this privately, I had no choice but to share an honest review of our experience. Nobody even responded to that email. For a hotel charging these rates and marketing itself as luxury, the entire experience — during our stay and particularly the way our complaint was handled afterwards — was astonishing. Luxury hospitality isn't an expensive room, beautiful lobby or clever branding. It's service, attention to detail and how you respond when things go wrong. Pendry Chicago failed spectacularly on all three. Based on our experience, I would never stay at Pendry Chicago again and could not recommend it to anyone.

We stayed 2 nights, traveled for a couple of nights, came back for one night. We loved it. The location is great. The rooms are lovely (we stayed in the tower). The staff are terrific- welcomed us back like old friends! Muriel and Crystal at the front desk made sure we were comfortable. Alex, concierge, is wonderful. He helped us plan our days there, great recommendations, He made dinner reservations for us at excellent restaurants. The doormen were all very helpful and pleasant. I would highly recommend the Pendry Chicago.

Muriel at the Frant Desk is amazing! She has top notch customer focus and service. My Mom and I had a blast! Also, make sure to visit Venteux and ask to be served my Maria. They both are awesome. The Pendry experience is definetly worth giving it a try. Also Bar Pendry was really fun and flawless service. Thanks so so much for having such team memebers on your team!

Room are not well maintained, can hear nearby room bathroom toilet flush and shower. Squeaky doors and chipped paint. Was not meeting expectations. Would expect this to be better than Hampton Inn or any other convenience hotel/motel. But the overall experience was not. Stayed for only one night, was not able to request changes. But would not book again with Pendry with the experience. There are so many fine hotel in the region.

My parents and I stayed at the Pendry Chicago when we came to town for my cousins wedding. The hotel plus the room in itself was lovely, but while we were there my mom suffered a medical emergency and we needed to call an ambulance to come to the hotel. During this very chaotic experience I was primarily dealing with one of the night security guards Devin, who was extremely kind and helpful. He stayed with me the entire time I was going up and down from the lobby to the 18th floor to find firefighters and Paramedics. He let ramble and was very understanding and supportive even though my emotions were very high and I was a wreck. When my mom was finally taken into the ambulance, he asked me if I was alright one more time and gave me a hug. He was a massive support and it was very reassuring to have someone by my side the entire time. The entire front desk staff was also very sympathetic. My mom ended up being alright her and my dad returned to the hotel the following morning. That same morning kindness was extended once again as they let us checkout late and gave us a $100 breakfast credit for all our trouble. I would also like to shout out Muriel for providing me the name of the security guard who helped us that night. The property is lovely and it is complimented by an even lovelier staff.