We've stayed at this Westin a few years ago as we always appreciate having our dogs travel with us. They recently opened after being closed during COVID and the place is clean and expect people to socially distance and be masked. We were surprised to not have any breakfast options available to us. We did not receive any notice upon booking or virtual check-in indicating the restaurant would not be available even for takeout. Luckily the location of this Westin allows for many choices with outdoor seating. We would stay here again, but would appreciate the communication avenues step it up a bit.
We recently stayed for two nights at this hotel and while in the lobby, my 1.5-year-old son was sitting in a chair and reached over to the table to grab his cup, slipped, and hit his upper lip on the corner of a table before we could catch him. Of course, this was no one's fault however, the way that is was handled, or lack thereof, is appalling. It is truly a testament to the kind of people that work there and they should be ashamed. The two girls standing at the front desk saw what happened and stood back smirking and laughing to each other while we frantically searched for napkins to keep the blood under control. I had to use my cardigan to stop it eventually. NO ONE came over and asked if he was ok, didn't offer any towels or first aid supplies....nothing. I finally rushed him up to our room to see if I could get a better look to see if he needed a stitch. While I did this, my husband went to the front desk to see if a manager was available. I am assuming that the girls knew they would probably be in trouble as he stated how disappointed we were with how they acted so, they refused to get a manager and told him they were calling security. You literally cannot make this up. Furthermore, once we left and returned back home to St. Louis, I called to discuss the matter with someone and was told that a Tyler Kautz would be contacting me. A couple of days later he sent me an email asking me to call him. I did and he happened to be the one to answer the phone. I told him who I was and it took him a minute to realize and then quickly said, "I am busy right now and can't talk. I will call you back in 20 minutes". He never called. Two days later I emailed him and asked him if he planned on returning my call. He replied and said that he would that day. Again, no call was received. Several days later I finally received a call from him and he could not have been less interested if he tried. He defended the girls and told me that he would just "try to train them better on sensitivity" in which I told him that that is not something he can or should be teaching grown women. It's called compassion and if you see a small child bleeding all over your lobby, the least you do is come over and ask if there is something you can do to help. Additionally, Tyler suggested I was lying when I told him we had an odd charge on my credit card that I was told would fall off. He said he would look into it and surprise surprise, it has been over a week and we haven't heard a word and the charge has cleared. We are Marriott Bonvoy members and travel a lot between work and pleasure. We will never stay in a Westin again, much less the Chicago Lombard location. To top it all off, we ate in the Harry Carey's downstairs twice and the service was the worst we have probably ever experienced. We were not the only ones as we watched the manager frantically running around and apologizing to customers while comping their bills. This entire place is a joke.…
This is the prototypic Westin - lacking charm, but a great bed, which = great night's sleep. Food choices in and around hotel are lacking; all corporate chains. Harry Carry's (in hotel) was awful, but we ordered vegetarian food (surprisingly inedible eggplant parm), so maybe they just don't know how to do that. Not the hotel's fault, though.
You can never go wrong with the Westin! Service was amazing, front desk staff and valet was great, hotel was clean, smelled great, and beds are OHHh so comfy. My absolute favorite hotel for any city. ❤️
Arin at Harry Carays was wonderful to work with as was every staff member we worked with. The steak was amazing. The macaroons are soooo delicious. Starbucks was perfect. Beds were comfy and rooms had everything I needed. Highly recommend this hotel for business or pleasure!