After two years I was very excited to be back in the city for ASCO and to see friends and colleagues in person but I had a terrible experience with the hotel The reception was not at all helpful with things not working in my room. They charged me twice for the price of the room and when discussed the issue at the time of checkout they assured me the was solved but then I found out my card was charged anyway. I called and didn’t receive any answer. I only received an email two weeks later with an invoice that again was charging me for double the price I should have paid no explanation whatsoever. All this highlights not only inefficiency but also poor attention to the customers once the issue has been raised The only person kind, friendly and professional was Fred at the bell desk and he should be commended I would certainly won’t go back there next year…
I still love this hotel and have stayed many times but have to admit to some disappointments. First , there are no longer concierges and the beautiful Club Lounge is not available on weekends. That is always when I come to Chicago, on the weekend. Then, there is now a mandatory resort fee that includes a food credit. Imagine when all the guests in a huge convention hotel descend on a tiny cafe and a buffet only breakfast spot. Long lines and chaos. If this is going to be forced on guests, the venues need adequate staffing which was clearly not the case. The computers are gone forcing the use of the Fee for Service Fed Ex facility. The health club and pool are still great as are the rooms, especially the renovated rooms. Very stylish, love the fancy mirrors. Beds still super comfy, nice blackout curtains and great AC. Still a great hotel but now has some new flaws.…
This has been my go to Chicago hotel on business. This time I was with my wife and wanted her to experience how great it is as it was a getaway for us. Unfortunately, the hotel service has diminished greatly. I asked the day before I arrived for a mini fridge in my room. I recreated the request three different times the day we checked in. Long story short: we never received one. With no refrigerator, I went to find ice. There was none on my floor. I asked the front desk guy to get me some. Long story short: ice never arrived. I went to the club lounge to try and find a cold drink. My key would not unlock the door even though it said it was open 24 hours with limited service hours. I went to the front desk and was told I can only get in the club lounge when it is open for service. He said my key would work when it was open. I went for breakfast when it was open for service and my key still did not work. Thus, no breakfast. I have never seen a club lounge that you cannot enter just to read or work on a computer when there was no service. Plus, it is not open on the weekends at all. I was told we are a convention hotel not a tourists hotel. Being a Titanium member, I asked for a late checkout. I had used my suite night award to stay in a suite. I was told those in suites can never get late checkouts. Thus, because I used my suite night award I could not get a late checkout. By the way, my room type along with were other suites were available the entire time I was at the hotel and the day I left. Thus, they did not need my room for anyone else and I only asked for two hours late checkout. As you can read, this stay was a huge disappointment. Very frustrating in the fact that I built it up so for my wife. But with no late checkout, no concierge lounge, no ice, no mini fridge etc. . . When I went to check in in the elite member line as they had an elite desk for check in. However, no one was there. After everyone in the regular line was waited on, they waited on me. Why have a desk for elite members when you don’t staff it? Finally, to add insult to injury they charged me an extra 34,000 points. On my second inquiry I was told it was a mistake. Two more inquiries later they finally corrected the error. If you are a tourist, they do not want you it seems. They only want conventions. I did have the person on chat day she was giving me 10,000 points for my issues. That was an insult as that is less then a third of how many points it takes to stay there and I had used a suite night to stay in a suite. The suite was nice and would have been great with a mini fridge and microwave.…
Location is good. Tired. More motel than hotel. Definitely not even a three star hotel - You have to ask to have your room cleaned. When i returned to my room at about 6 pm my room was still unmade, Called the front desk. Only to be told that they have np staff to clean the room that late in the day and I should have requested my room be cleaned when i checked in. - room fridge is locked. Excuse was that they disabled all the fridges. - Asked for a drink to be delivered - no room service. Room is old and tired. Staff is uninterested in their work.
I am a Bonvoy platinum member and I have stayed at the Sheraton Grand many times over the last 20 years. The club lounge is a welcome amenity. Connie is an absolutely amazing part of that experience. She truly cares about all her guests and treats each like family. I wish there were more hosts like Connie throughout the chain!
Arrived at 8pm with only a couple in front of us, but took 20 minutes to check-in due to some kind of IT issue. We had a riverside room on 16th floor, with great view towards Lake Michigan. The room was a good size and seemed to have been refurbished fairly recently, although had some legacy items of furniture/old light switches. The bed was very comfortable and we slept really well. The A/C was quite noisy and seemed to be set a default temperature that we couldn't lower. Checkout was speedy and the doorman got us a taxi quickly. Overall, an enjoyable stay in a great location for exploring central Chicago.
The location is great but that's all there is to this hotel. I'm a platinum member at Marriott. The checkin process was smooth but the receptionist at the desk was brusque with very little courtousnesous. Hmm The rooms on the 10th floor look tired. We did have a room with street view but nothing much more to write about. The lounge is 2 floors but the food was very basic. Perhaps we are pampered by Asia...but this one can do so much better.
From the minute I stepped into this hotel I knew it was a mistake. Everywhere is very dated and warn. Needs a full makeup. We checked in last night with our friends. We both booked stage same room type they are given a room on higher floor which was renovated. We were told sorry no other rooms when when asked why our was on a lower floor. The front desk clerk and manager were very rude and dismissive. Even though my husband put on reservation we were here celebrating 50 th birthday weekend with friends. They couldn’t care less!! The room which says is a river view king was a tiny little corner overlooking a parking lot. It smelled of mold was disgusting.!! We called to complain and someone else was all of a sudden able to give us a higher floor. Funny I guess hotel isn’t at full capacity !.So save your money this hotel is not worth the Sheraton or Bonvoy brand. The new room is has no vanity in bathroom so nowhere to put our toiletries worst Reno job ever. We’ve stayed in many much nicer hotel in Chicago this by far is the absolute worst! People are loud in hallways, doors slamming all night just a a nightmare!! We also weren’t told we had a food credit or given our welcome snacks I was in the hospitality business for 15 years and I will be complaining to Sheraton hotels about how this hotel has incompetent and rude clerks. Wish I could check out and really enjoy my birthday with special perks other hotels offer to their guests. Don’t ever prepay you stay here.…
we stayed 3 nights as it was the designated hotel for our friend's wedding. our room was on the 17th floor which was dated. however it was clean and bed comfortable. Convenient location for boat cruise and sightseeing. staff was helpful and professional.
Bonvoy Platinum elite members and above should stay elsewhere. I checked in today and could not be more disappointed with the basic room I have, which is a purported "upgrade" because it is on the 33rd floor. That hardly qualifies as an upgrade. The room is small, has merely a view of the Trump Hotel and the small Marina. Unimpressive! The room does not even have a robe and barely any comfort items. Not even water. The bathroom tub is 90's and has a shower curtain and one sink. Essentially this is a very basic room and woefully overpriced and unimpressive. Sadly, when I checked in, I told the kind lady at the front desk that I would gladly stay more than one night if she gave me a nice room. Apparently, she didn't want me to stay longer because this is the most basic room I have seen in Chicago and this hardly qualifies as an "upgrade." Additionally, the Club lounge has nothing but granola bars, cold coffee, and basic water and juice. Very shocking that it didn't have fruit or anything beyond cheap granola bars. I plan to depart tomorrow and give another premium hotel a try. I really wanted to like this Sheraton but it is dismal at best since this is one of the best rooms they can offer. I recommend Platinum elite and above stay elsewhere. This seems like a hotel for conferences, weddings and graduations with mass visitors merely looking to attend an event at the hotel. They don't seem to value individual executives loyal to the Marriott brand. …
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