Hilton Chicago

Adan Gonzalez 2 weeks ago

1/5 Stars - Great location and kid amenities completely ruined by awful service and forced fees. Pros: The location of this hotel is fantastic, especially if you are traveling with family to visit the Field Museum right down the street. The games room was a huge hit with the kids, and the overall amenities on paper are great. Cons: Unfortunately, the service was completely unacceptable. On our first day, I had to call customer service three separate times just to get our room cleaned. They didn’t show up until 7:30 PM. When you’ve been walking all day, the last thing you want is to return to a dirty room when you just want to collapse and rest. To make matters worse, the exact same thing happened the next day. While the front desk tried to fix it by offering a free breakfast voucher, a voucher doesn't make up for losing the peace of mind of coming back to a clean, restful room after a long day out. On top of the terrible housekeeping, the hotel hits you with a mandatory $25 per day "destination fee" that you cannot opt-out of. It supposedly covers the pool, internet, pickleball, and an $18 laundry credit, but it is entirely "use it or lose it." Forcing families to pay for amenities they might not even have time to use just feels like a greedy cash grab. Great location, but the management and service are severely lacking. I would not stay here again. Update: Don't be fooled by their public reply. I followed their instructions, got Case #272682395, and then experienced total radio silence, nothing happened and they never reached out. Their public responses are just a damage-control technique to look helpful to the public, while their actual customer service does absolutely nothing

Aaron Petry 3 weeks ago

The front desk staff were very kind and courteous. Of course, they had to be, since we, and many others, had to wait for several hours for our check in. It was a busy weekend, with a large wedding, Pokémon convention, and the World Cup, but it isn't as though Chicago is some village that rarely hosts people. Being a Hilton, nothing is reasonably priced. The cafe and the restaurant are shockingly expensive. The margins on soda there would make a hedge fund manager tip his hat in admiration. I could live with that if it felt like a premier experience, but the food was OK. Don't get the breakfast buffet. Finally, the rooms are cramped, and if you don't pay for a view, you will be staring at a wall with windows for another part of the hotel, from a distance of maybe 20 feet. Don't bother paying for the internet. The TVs don't offer streaming, and the paid internet is worse than using your phone as a hotspot. The location is great, and all the staff were great. They were unfailingly polite, and clearly wanted to give us the best experience they could. They are just let down by a corporate culture that squeezes ever penny until Lincoln screams.

Gary Lewis a month ago

Stayed 2 nights here for a conference. Hotel is historic but seems updated. Great location near Millennium Park. Accessible from ORD and MID via the blue and orange lines. Room was clean and had a view of Lake Michigan. Food from Kitty Osheas and Herb N Kitchen was good. On check out, had to split the payment across a few credit cards and the desk staff member was patient and pleasant; great service

Paige S a month ago

I unfortunately did not have a great experience at this hotel. The tldr is hairs in all 3 of the bathrooms I experienced. And they tried to gaslight me that full beds were queen beds, multiple times. When we first arrived they put us in a double room. The double size beds were very small. I went back down and asked for queens. They gave us a new room. They were the exact same size beds as before. I called and asked, and was assured it was queen size beds. Then was told they were European size queen beds… in Chicago. I gave up. Went to go take a shower, then noticed a hair in the shower. We had a room with 2 bathrooms, so I went to go take a shower in the other bathroom. That one also had hair, and shaving from a man on the sink. So I called front desk. They said they would send house keeping while we were at dinner. When we returned we realized they never came. I went downstairs, requested a new room. After some debate we were given a new room. Was assured the bathroom was clean. When we get up there. 2 queen sized beds. So they do have queen beds, not European queens. The bathroom did have hairs in it. But at this point, I stayed in that room because at least it had queen beds. What was my last straw was I realized more recently I wasn’t given the $10 off per day for on property purchases. I called and explained I was told at check in, I would get $10 off per day. They argued and said I was wrong and that I didn’t get the $10 a day because it was a room block. Regardless, I was told we get $10 off at check in. We are literally talking about 22.50 off a bill. It made doing my expenses more complicated. I was tired of dealing with the is hotel at this point. If you are a corporate company looking for an event space with rooms, I would not book here.

Dawn K 4 months ago

I’ve had a great experience which began as soon as I walked into the stunning lobby. Then when I registered, Carsawa H was absolutely amazing. I value positive interactions with people and she went above and beyond to make me feel welcome. My room is clean, spacious, I have a great view. I had to take away a star and the only reason is the lighting in the bathroom. It’s not good. Other than that, my stay has been perfect!