The Royal Sonesta Chicago River North

ZERO STARS if that were an option. This was one of the worst hotel experiences I have ever had, and we never even made it into a room. We arrived to find a line out the door just to check in. After standing in line for approximately 30 minutes, we were finally told that their system had NEVER actually booked our room. We were far from the only ones. Several people ahead of us and behind us were being told the exact same thing. What made this situation even worse was the complete lack of concern or effort to make things right. Their solution? Give us sticky notes with the names and phone numbers of other hotels and tell us to drive around to them because they were nearby. They blamed everything on a “system error” related to new ownership. No manager was on duty. Seriously? They would not comp a meal, provide transportation, assist with another reservation, or offer us anything meaningful for the massive inconvenience they caused. We had been traveling ALL DAY from California to Chicago, had been awake since 4:00 a.m., and by this point it was after 5:00 p.m. Central Time. We were exhausted, hungry, needed showers, and thought we had a hotel room waiting for us. Instead, we were essentially told, “Sorry, here are some other hotel numbers. Good luck.” What about the guests who paid for Uber, Lyft, taxis, or other transportation to get here and now have to pay AGAIN to get somewhere else? What about families traveling with children, elderly guests, or people who don't have a vehicle? There appeared to be absolutely no plan in place to help anyone. They barely offered an apology and told me the only thing they could provide was an email address where I could file a complaint. While we stood outside trying to figure out what to do next, more and more disappointed guests continued walking out after apparently being told the same thing. A “system error” may explain how this happened, but it does NOT excuse the way the hotel handled it afterward. Mistakes happen. How a business responds to those mistakes tells you everything. Leaving multiple travelers stranded without rooms, without meaningful assistance, without compensation, and without even having a manager available is completely unacceptable. I would strongly recommend confirming your reservation directly with this property before traveling here — because apparently having a reservation does not mean you actually have a room.

Excellent experience! All staff were courteous and helpful. Our room was clean and comfortable. Ideal location for enjoying the Riverwalk, Navy Pier, and the Redline to Wrigleyville.

We had a great stay, and I especially want to thank Johnnie at the front desk. From the moment we arrived, he was genuinely friendly and welcoming and made us feel taken care of. When he found out we were celebrating our anniversary, he surprised us with an upgrade, which honestly made our stay feel even more special. It wasn’t just the upgrade though—Johnnie was kind, easy to talk to, and seemed to genuinely care that we had a good experience. Small gestures like that can completely change a hotel stay, and we really appreciated it. Thank you, Johnnie, for helping make our anniversary trip memorable. You’re a great example of what hospitality should be.

Very nice and caring . There was great service and good communication. Thanks.

Checked in and had to move rooms immediately. (See photos). Staff was excellent and upgraded us to a suite. Wish I could say that was when it got better. (See photos of suite). This place is nasty. If this is 4 stars in Chicago I’d hate to see a 2 star place. The spa tub turned on randomly and woke us up twice during our stay and the room was dirty. We were told we had a $40 room credit for food but upon checkout it wasn’t applied and the girl acted like she knew nothing about it. Now I have to wait to see in my card is credited. Luckily I asked for a receipt or I would never have caught it. This place was terrible and the restaurant attached where we got the food was also disappointing. Never again. Expected so much when reading reviews and got so little. No wonder most people just choose Hilton. At least you know what you are getting for the money. Ruined an anniversary weekend.