We stayed here for one night with our children while traveling thru Chicago. We had looked ahead to see that the weather was calling for rain, and decided to stay at this hotel because of its location above the Water Tower Place Mall (which now includes the American Girl Doll store that my youngest wanted to see and eat at). Upon arrival, we were greeted quickly by the valet staff in a cheerful manner. After unloading our luggage and taking the elevator up to the 12th floor lobby, we checked in at the desk. I asked for an upgrade (as I was instructed to do when I made the reservation). The woman attending us somewhat ignored my request and handed us our keys and hotel information. I asked again about the upgrade at which point she commented that all the "suites" were already appointed. Her non-friendly tone was not what I wanted to begin our stay. However, this one person turned out to be the only negative of the stay, as EVERY other hotel employee went out of their way to be welcoming and pleasant. The room we chose (executive suite king) was beautiful! It was a corner room with 3 huge windows and a beautiful view of the city and lake michigan from the 18th floor. We took advantage of the cookie making session with the hotel chef (which is free- just request it in advance). They delivered our cookies later in the evening via room service. When we called for extra sheets for my daughter (who we hadn't planned on staying with us) and pillows, they quickly delivered them - along with extra bath supplies, towels, robe and slippers. We also took advantage of the swimming pool, which was warm and clean. The spa that we went thru (and locker rooms) was amazing. I will definitely try to make time for these services when we return next time. Overall, it was delightful. We will definitely stay again on our next trip to Chicago.