I don't mind paying a premium for a unique hotel experience with excellent service. Typically, what boutique hotels lack in size they make up for in superior service and amenities. However, the Willows was disappointing and proved to be a poor value for the cost of the stay. The lobby and rooms are clean and well appointed, although the furniture and decor is certainly starting to show signs of wear. The towels were thin and rough. As others have mentioned, the breakfast is simply horrid, consisting of stale pastries and pre-packaged Jimmy Dean breakfast sandwiches.
Most notably, I had no wi-fi in my room during the length of my stay. I finally called the front desk and they transferred me to an offsite technical support group that placed me on hold for over five minutes. When the technician returned to the line, he informed me that he had been on the other line with the front desk and that the access point nearest my room was down. He assured me someone from the hotel would be up to fix it immediately. It still wasn't fixed when I checked out two days later. Fortunately, I didn't need it so I didn't follow up. However, this poor service certainly left a bad impression.
The location of the hotel was perfect for my needs. Unfortunately, there are not many lodging options in Lakeview. However, at $350 per night, I expected better service and amenities. In retrospect, I could have found a much nicer hotel in the city and then taken cabs to and from Lakeview. Overall, I was simply not impressed with the Willows.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you for staying with us during your most recent visit to our great City of Chicago at the Willows Hotel . We value all forms of guest feedback as an opportunity to continually improve our services and facilities for our guest. It is of great concern that I have learned your expectations fell short of your expectations. Please accept my sincerest apologies that you were left to feel disappointed in anyway.
The issue with the wifi has been corrected and procedures have been put in place to prevent this from happening again. I'm sorry for the inconvenience this may have caused you.
We are doing a full renovation of all our rooms and common areas which will be completed by the end of year.
We hope to have the opportunity to restore your confidence in the Willows Hotel.
Keith E. Scott
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.