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“Chicago Marathon Weekend”
Review of Hilton Chicago

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Hilton Chicago
Ranked #102 of 190 Hotels in Chicago
Certificate of Excellence
GreenLeadersSilver level
Norwalk, Connecticut
Level 5 Contributor
75 reviews
29 hotel reviews
common_n_hotel_reviews_1bd8 31 helpful votes
“Chicago Marathon Weekend”
Reviewed October 10, 2012

My husband and I stayed at the Hilton since it was the host hotel for the Chicago Marathon.

We paid extra for a larger Park/ water view and I think it was definitely worth it. The room itself could use some refreshing though.

We had a king bed on one side of the room with a living/bar area on the other, 2 tvs, and computer. Our room had free Internet but no free wifi.

The bathroom was decent though I was a bit surprised to see no bathtub for such a large room.

We plan to run Chicago again next year and will absolutely stay here again. Proximity to rave start and finish can't be beat! However, if visiting Chicago for a longer period of time, I'd stay someplace more modern.

  • Stayed October 2012
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Shannon W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Signal Mountain, Tennessee
Level 5 Contributor
52 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 28 helpful votes
Reviewed October 10, 2012

The hotel is one of the grand oldies. The entrance and lobby areas with their soaring ceilings, ornamentation and huge size make you appreciate how magnificient this place once was. My room, however, was not as grand, but was comfortable. It had a king bed and was on the smallish side. The overall condition, including the decor and bathroom, showed some wear and tear. Temperatiure in the room was difficult, if not impossible to regulate. Service was average, nothing special which was somewhat surprising considering the volume of people that I saw in the hotel. Food was expensive. Location was pretty good. Short walk to the lake and some good attractions nearby (Field Museum, Soldier Field, Navy Pier). Overall good, not great.

  • Stayed August 2012, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Mike N
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Zurich, Switzerland
Level 1 Contributor
4 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed October 10, 2012

Stayed here for the Chicago Marathon, as right near Grant Park.
This is one of the worst hotels in this price range I have ever stayed in. The rooms are old and very stuffy. Ventilation is extremely poor and you cannot open the windows when facing internally as you have smell from the various kitchens below (deep fryers). The bed has two small sheets on either side of a filthy duvet and you can hear everything in the toilets next door.
The room was only cleaned 2 of the 4 days I was there, and the other 2 it was cleaned after 19:00. The heating was broken and eventually fixed, etc etc. The cafe downstairs always had very long lines (10-15 mins) to buy a bottle of water.

Hotel is just too big to be managed properly (it seems) and just not good to stay.

  • Stayed October 2012, traveled solo
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank rdesbois
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
DMcArdle, Manager at Hilton Chicago, responded to this review, October 19, 2012
Dear Valued Guest,

Thank you for taking the time to share your feedback. Please accept our sincerest apology for any disappointments you experienced during your stay especially as it relates to the ventilation and linen of your guestroom. We are very disappointed to hear your experience here at the Hilton Chicago is one of your worst hotel experiences ever. Our goal is to always provide the finest in guest services and from what I understand we failed to do so in this instance. Please be assured, your experience is not typical standards of the Hilton Chicago. I will personally speak to the department head of Housekeeping to ensure the cleaning of guestrooms are done daily as this is what our guests come to expect and deserve.

Again, I sincerely apologize and hope you allow us the opportunity to serve you in the future with the true spirit of hospitality for which Hilton Hotels are known.

Sincerely,
Damien G. McArdle
Hotel Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
1 review
Reviewed October 9, 2012

You pay too much and get too little. Poor customer service. You pay for everything. And everything is sooo expensive. You pay for parking, wi-fi, fridge,gym and even local calls they charge $1.50/local call. Room is disappointing from what you expect from what you pay. They charge sooo much for room service or whatever you buy inside is waaay over priced. Crappy toiletries. And when you phone front desk to ask something as simple as a bag of tea or bottle opener it takes them more than half an hour. I'd rather stay somewhere else and get my money's worth!

  • Stayed September 2012
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank sandralie69
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
DMcArdle, Manager at Hilton Chicago, responded to this review, October 19, 2012
Dear Valued Guest,

Thank you for taking the time to share your feedback. Please accept our sincerest apology for any disappointments you experienced. We have had mixed reviews on our renovations and we are sorry to hear you found the room depressing and did not enjoy the layout of your guestroom.
Please be assured, we work hard to maintain one of the most competitive pricings for the downtown area which enables us to pass along the best possible savings to all our valued guests on amenities such as luggage, laundry and internet just to mention a few. Also, please allow me the opportunity to inform you that as of January 1, 2012, we started offering free internet in our lobby area and restaurants.

We truly hope you will allow us future opportunity to serve you again in the true spirit of hospitality for which Hilton Hotels are known.

Sincerely,

Damien G. McArdle
Hotel Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Level 2 Contributor
7 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed October 9, 2012

So we stayed here for our recent trip to Chicago to do our annual marathon. We have stayed here for the marathon before, and also once will visiting the city. I remembered than it wasn't the best stay from previous trips, but this time I was compelled to write this review. As far as location for the marathon, it can't be beat! Walk right out the hotel door to the start corrals. If you are not here for the marathon, there are hotels with much better proximity (walkable) to restaurants, etc.
The most discouraging thing about this hotel really is the overall lack in quality backed by staff that really just seem to have the attitude that "I just work here". There are no mini fridges in the rooms anymore, but you can get one for $40. Need a cot? Sure, for $45. Wifi, not included, but you can pay $10 if you really want it. Our bathtub didn't drain properly, and neither did the bathroom sink. There is no bath fan in the bathrooms, and it looks like mold is beginning to accumulate. I normally wouldn't be the kind of person to write a negative review, but the Hilton really seems to be declining. Add on charges any place the can find one, poor maintenance, and uncaring staff have made it clear that I will never stay there again, despite the excellent location for a Chicago Marathoner...

Room Tip: Consider a different hotel altogether... Really, I'm not jaded, it was just that bad...
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  • Stayed October 2012, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank occamsblade
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
DMcArdle, Manager at Hilton Chicago, responded to this review, October 19, 2012
Dear Valued Guest,

Thank you for taking the time to share your feedback. Please accept our sincerest apology for the disappointments you experienced during your recent stay. It appears that we fell short in meeting or exceeding your expectations and for this we sincerely apologize.
Please know we have a long and hard earned reputation for guests’ satisfaction and we take comments such as yours very seriously especially, your disappointment with regard our staff.
Please be assured, we also work hard to maintain one of the most competitive pricings for the downtown area so that we can pass along the best possible savings to our guests. Please allow me the opportunity to inform you that we know staying connected is very important therefore, as of January 1, 2012, we started offering free internet in our lobby area and restaurants.

We truly hope you will allow us future opportunity to serve you again in the true spirit of hospitality for which Hilton Hotels are known.

Sincerely,
Damien G. McArdle
Hotel Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Tennessee
Level 6 Contributor
186 reviews
50 hotel reviews
common_n_hotel_reviews_1bd8 59 helpful votes
Reviewed October 9, 2012

We booked this room at a premium since we were staying for the Chicago Marathon. But the service, room, and convenience were well worth the price. We were put in an executive floor (22). The views weren't amazing, but were nice enough. The room was very well appointed. I only wish that housekeeping had provided four bathtowels rather than three. But the towels were impressively fluffy!

The room was large enough to hold two queens rather than two doubles, which would have been nice. I liked the in-room computer, which made up for being charged for in-room Wifi. I couldn't access everything I wanted, but could find places to eat and transportation information.

I greatly appreciated the Snax to Go cafe in the lobby so that we could grab food on our way out the door, or could have a meal without having to sit down in a restaurant. I wish there were more seating in the area, however.

Overall, it was convenient and lovely, and I would stay there again for the marathon.

  • Stayed October 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank PastorMom
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Brighton, United Kingdom
Level 2 Contributor
8 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 9 helpful votes
Reviewed October 9, 2012

My husband is a Hilton Honours member and we have stayed in several Hilton hotels now for both business and pleasure, including Rome Cavalieri, London Bridge, Paris La Defense, Hilton Malta, Hilton Berlin and Hilton Metropole Brighton. And, as good as Chicago may look online due to the sheer size of it, this was sadly the most disappointing. A real shame as Chicago is such a great city and we expected more.

We were in town to go to the marathon and upon arrival the place is impressive - the entrance is very grand. We were offered an upgrade to a King suite, lake view and whilst very happy at first, we were soon disappointed by how dated and old the interior of our room and indeed the whole floor was. Old brown swirly carpet, a stale smell to the room, old brown furnishings, corny marble lamps, an old bath that was about a foot deep very short in length, bad wallpaper everywhere, awful brown and gold curtains... it really failed to impress. There was a fridge but an empty one; 'they don't have mini bars in this hotel'. (Very odd for such a big hotel in such a grand city) and no bathrobes, slippers etc. These things aren't necessary to enjoy a hotel (bathrobes) but I have had them in lesser graded rooms in smaller hotels, so this was a bit disappointing. Especially as it was just over $500 per night!

As a Hilton Honours, we have also been used to a bottle of water being left in the room, maybe with a complimentary jar of nuts or sweets with a welcome note... but nothing was left here. Again, for $500 per night you would expect something.

There is actually one floor of the hotel that has been updated and one bar, but that is only one floor ... out of about 24!

The Executive Lounge was poor. The continental breakfast was not continental ... cereals were kids cereals, some bagels, dry muffins and small pastries. A bit of cut melon and some oatmeal. No yoghurt, no meats, cheeses, eggs, tomatoes etc etc. Again, the furniture and decor was old and seriously out of date, and just all felt a bit scruffy, especially for an Executive Lounge where you would expect more... and again, considering the prices of the rooms.

The pool and gym are nice, and the changing facilities adequate but still rather dated.

I should imagine that in its day, this was all very grand but not so now. It certainly needs a facelift and for the money, a lot better service and additional touches. We wanted to love this hotel but it fell short of the mark for the cost.

Room Tip: Make sure you ask for the more contemporary rooms on Floor 14!
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  • Stayed October 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank quitefrankly
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
DMcArdle, Manager at Hilton Chicago, responded to this review, October 19, 2012
Dear Valued Guest,

Thank you for taking the time to share your comments on your recent stay with us. We are delighted to hear your husband is a HHonors member! Please accept our sincerest apology for any disappointments you experience during your stay especially with regard to your guestroom accommodations and the Executive Lounge. It appears that we fell short in exceeding your expectations and for this we sincerely apologize. Please be assured, we value your feedback, comments such as yours enables us to focus on opportunity for improvements.

Earlier this year, we began renovations of various areas throughout the hotel with future renovations planned. Please visit us again and come enjoy one of our newly renovated rooms with added amenities such as a refrigerator and in-room safe.

We hope you will afford us future opportunity to serve you in the true spirit of hospitality for which Hilton Hotels are known.

Sincerely,

Damien G. McArdle
Hotel Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Hilton Chicago

Property: Hilton Chicago
Address: 720 South Michigan Avenue, Chicago, IL 60605-2116
Phone Number:
Location: United States > Illinois > Chicago > Downtown / The Loop
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Suites Swimming Pool Wheelchair access
Hotel Style:
#20 Green Hotel in Chicago
#62 Luxury Hotel in Chicago
#68 Family Hotel in Chicago
#76 Business Hotel in Chicago
#84 Romantic Hotel in Chicago
Price Range (Based on Average Rates): $$
Hotel Class:4 star — Hilton Chicago 4*
Number of rooms: 1454
Official Description (provided by the hotel):
Classic meets cool as Hilton Chicago embarks upon a $150 million renovation in celebration of our 85th birthday. The fresh, new vibe inspired by traditional, design rich elements pulls its inspiration from the hotel’s original architecture and intertwines a dynamic and contemporary spin. With the renovation underway, the hotel has already introduced over 400 new guest rooms, 13 new hospitality suites, a new technologically versatile Grab & Go – SNAX and a new restaurant with private dining space and bar – 720 South Bar & Grill. The new contemporary guestrooms have been cultivated with ornamental lacquer finishes, soft leather and rich, bronze wood detailing accented by a cool color palette of velvet and silk textured accents. Guestroom media capabilities include a 37 inch flat screen television, in room touch concierge panel, HCN Navigator computer and wireless and wired internet access. Following a day exploring Chicago, decompress at the largest Chicago hotel athletic club with running track, take a dip in our indoor pool facility or catch some rays on our sundeck during the spring and summer months.Located on Michigan Avenue in the South Loop, the Hilton Chicago is 1.6 miles to McCormick Place, along the Shuttle Route to McCormick Place and the first stop on the returning route from the convention center. Directly across the street from Grant Park and walking distance to Millennium Park, Buckingham Fountain, Shedd Aquarium, Field Museum, Adler Planetarium, Lake Michigan, Buddy Guy’s Legends, South Loop dining and art galleries, Museum of Contemporary Photography, The “Loop” – Chicago’s Financial district, State Street Shopping, Soldier Field as well as two short “L” stops to Chinatown. ... more   less 
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Also Known As:
Hilton Chicago Hotel Chicago
Hilton Hotel Chicago
Chicago Hilton Hotel
Hilton Towers Chicago
Hilton Chgo Hotel

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