Was really looking forward to this weekend. Had a group coming into town for St Patrick’s day. I’ve always had great experiences with Westin and Mariott, so this hotel was a no brainer for us to book. My group had booked this hotel months in advance. With Coronavirus scares and all the direction from the city advising against coming to Chicago. Our group was pretty impacted by the virus. We spoke with the airlines and we were able to reschedule our weekend trip. After speaking with Mariott, they originally said they would be able to help us cancel the reservations and receive a refund for our trip. After spending about an hour on the phone with the front desk and being transferred around many times, we ended up connecting with Eileen Rakow, the ‘General Manager.’ She was completely insensitive to the coronavirus and our group’s concerns. She even went as far as to say that since ‘You’re not coming from an impacted country, so you won’t be getting a refund or reschedule.’ I’ve stayed at many hotels around the country for pleasure and for business and she was by far the most insensitive and careless general manager I’ve experienced. We tried to ask to reschedule as we were trying to work with the hotel as best as possible. This was super frustrating because we were already told earlier that we would be refunded or receive a voucher to reschedule. She was just overly rude to us and completely insensitive around the virus and the impact it has caused. I will not be staying at this hotel again, and would avoid at all costs.…
Our room was very comfortable and clean. The staff went above and beyond our expectations! After my wife's surgery, the entire staff was very caring and helpful! Loaned us a wheelchair to help her get around the hotel and to go out for dinner. Will definitely stay there again!
The friendliness of the staff from the time you step out of your car until the day you leave is fantastic. The food in the grill is better than average and a good place for lunch. Check in and out with Maria was flawless
Great location, clean, new rooms. This is one of the few hotels after the purchase of Starwood that actually recognizes your points and patronage. We got automatically upgraded to a city view room - that never happens at any of the Marriott hotels where they never seem to care. A nice perk along with great service at this hotel.
I recently stayed several nights at the Westin for a business event. The Westin is close to great restaurants and shopping. The hotel is also in a prime location on the Miracle Mile in close proximity to Lake Michigan, the Navy Pier, and Solider Field. The best part of my stay was the opportunity to meet and work closely with the amazing Westin staff who consistently provided superior customer service and far exceeded my expectations. I offer my sincere appreciation to the following Westin personnel: Director of Loss Prevention Joel Orozco Event Manager Kristen Sabiston Director of Sales & Marketing Keith Kehl Director of Operations Selawe Tau Director of Front Office Eileen Rakow Director of Engineering Bob Thomas Director of Banquets Mike Rogers Director of Services Janice De La Cruz Assistant Director of Services Katherine LaPorta Events Manager Christine Marmol Events Manager Stefan Muresan Loss Prevention Lead Dago Huijon Loss Prevention Officer Adam Kolberg Loss Prevention Officer Markisha Johnson Loss Prevention Officer Rashad Elliott Thank you all for your efforts and genuine hospitality!…
Own or manage this property? Claim your listing for free to respond to reviews, update your profile and much more.
Claim Your Listing