We are Hilton Diamond members and this is the first time I have felt compelled to leave a review. Overall our experience was very mixed. The location of the hotel is great and the rooms are spacious. However, my experience at check-in was very disappointing. I had requested an upgrade but was told by the front desk staff person checking me in that none was available. I was generally ok with this as I know upgrades are not to be expected, however the person checking me in was a new employee (Anthony?) and I asked to speak to Ms. Kahn, the hotel manager, to double check that none were truly available. Anthony checked with Ms. Kahn and said she would be out in a few minutes to speak with me. After waiting ten minutes, I asked Anthony to check with Ms. Kahn again, which he did, and he reassured me she would soon meet me. I waited another 10-15 minutes and then asked him to check with Ms. Kahn a third time, however, when Anthony returned he said she had left for the day. Honestly, I was surprised and disappointed that she had me wait almost 20-30 minutes and then simply left without ever meeting with me. When finally checking into our rooms, we found 2404 generally clean and comfortable. However, our second room (2504) had major problems. The carpet is coming up and the buckling posed a dangerous tripping hazard to my aging parents, the coffee maker was not clean and had used coffee pods left in the machine, and when we pulled out the sofa bed we found it littered with old rice/dead insect exoskeletons (we could not tell which). Brianna came to inspect and reassured me it was not bed bugs but agreed it was filthy and brought in a roll away bed. I am a loyal Hilton Diamond member and am generally forgiving of issues when staff work hard to correct the situation, and Brianna and Eric did provide excellent customer service. However, the level of uncleanliness of our 2504 room was a bit unsettling given that we are still in a pandemic. It left me wondering what else in our room had not been adequately cleaned. Most of all, Ms. Kahn's complete disrespect for my time was what compelled me to write this review. Looking though her responses to other reviews, I see that she typically posts the same, generic, disinterested response. I am sure she will do the same here, and can't help but wonder if that speaks to her overall attitude towards guests, customer service and the management of the hotel.…
To be fair, writing a review of a hotel in the midst of the pandemic is a little like trying to write a book review when you have only read half the book. No hotel can operate at its best level during the pandemic. The Wit currently has closed its restaurant for breakfast, enforces a mask policy for guests in the lobby, and does not offer daily housekeeping service unless specifically requested. So basically what you are paying for is a good-sized, clean room in a great part of downtown Chicago. The staff is friendly, the prices reasonable, the rooms are quiet, and the ice machine works. I have every reason to believe that when our lives return to normal, so will the full services at the Wit Hotel.
Clean rooms/lobby and close to everything we needed. The staff was super friendly and helpful. Awesome view from our room. The room was also very quiet. We used the subway to go to a White sox game. Great time! We would highly recommend this hotel.
We had to be in Chicago for Memorial Day Ceremony, and stayed one night at the Wit. From Ashley in reservations to Eric at the front desk, the welcome was super.. Beautiful room and view, very clean and modern. We had the pleasure of meeting the General Mgr, Morgan who was a delight. no doubt we'll be back to the Wit!
When the City of Chicago allows restaurants and bars to re-open (COVID era), it makes no sense when a hotel in a prime downtown location delays reopening their bars and restaurants. I don't like heights, so 'eating' at the roof bar is something I won't do (besides the roof bar is open limited days and hours). If you ant breakfast, it is only available via room service or pick up in the lobby. Talking of which, I had to pick up my breakfast in the lobby one morning and was charged the room service fee. The bed wasn't real comfortable, and there were a lack of basic amenities in the room. I had to stretch to reach the switch for the bedside lamp. It seems not a lot of thought went into room design. Next visit, I will probably stay elsewhere.