Ratings based on 1,253 Verified Reviews

4.0 out of 5
72% of guests recommend
4.4 Room cleanliness
4.2 Service & staff
3.9 Room comfort
4.2 Hotel condition
Expedia Verified Reviews
4 out of 5
Recommended
for Everyone
by A verified traveler from Muncie, IN

Nice hotel!

Posted Jul 19, 2017
Pros: Location was great. A mother/daughter pair felt completely safe the entire stay.
Cons: I don't remember seeing any vending machines in the hotel. Those would be appreciated in case someone doesn't like the snacks for purchase in the room
This hotel is within a 10 minute walking distance of Union Station and a water taxi that takes you to Navy Pier, Shedd Aquarium and I believe one or two other places every 20-30 minutes. Lobby area had an open concept bar and sitting area. Elevators needed room key access to move, which provides a lot of security. The "cozy queen" is a small room that has a mini fridge (but not enough room for your things unless you remove what they provide for purchase), with a closet, queen bed and small bathroom. There is a small safe located on the other side of the bed. Thermostat is controllable.
Comment from Hotel Management
Jul 19, 2017 by W Chicago City Center, Hotel Management
Thank you for your great feedback!
1 out of 5
by A verified traveler from Midwest

W Hotel City Center - not work the $$

Posted Jul 17, 2017
Pros: The people working in the restaurant were nice.
Cons: Customer service, check-in process, having room ready on time, design of bathroom, getting reservations right.
I've stayed at other W Hotels and have been quite satisfied with my experience so was excited to try out their Chicago City Center location. When we arrived to check-in, they confirmed the reservation was for a room with 2 double beds, let me know the room was not yet ready so I gave them my # (and confirmed my #) so they could contact me when it was. We checked our bags, waited 2hrs for notification but then had to go to our event. We never heard anything. After our event (10pm) we gave them claim tickets for our bags (which took them 20mins to find) and got our keys. Got to our room and it only had a single, king bed - which would be great for a couple - which we are not. They didn't have any other rooms available to remedy the situation or offer any compensation besides a breakfast coupon. So we ended up paying FULL PRICE for one of us, grown adults, to have to sleep on a roll-away. THIS is not the type of service I'd come to expect from a W hotel. Upon checkout the man in line before me said he had the same issue with them not having his room ready at check in - in addition to not having hot water. The bathroom in our room was poorly designed with a wall about 6" in front of the toilet seat. You could only sit sideways on it. The W said they can't give a refund because I booked thru Expedia and I would need to contact them for a reduction of rate. Expedia has not gotten back to me. The W has not gotten back to me. Paid full price and got half the room. Never again.
Comment from Hotel Management
Jul 19, 2017 by W Chicago City Center, Hotel Management
Thank you for taking the time to complete our survey regarding your most recent stay with us. Our guest feedback is important as often times it may pinpoint an area of needed focus and attention. At W, we strive to uphold the highest level of service and to hear we have fallen short of that goal is something we take very seriously. I was disappointed to hear that your stay was anything less than perfect and I do apologize you felt any discomfort in any aspect of our hotel, especially regarding the general ambiance of the hotel. We are scheduled to have a renovation at the end of the year; hopefully you can return in the future to see the improvements we have made! Again, thank you for taking the time to write your concerns with us, and we truly appreciate your feedback. Your business is very important to us. I hope you will consider staying with us in the future; please reach out to me directly next time so I may better ensure your comfort. JESSICA HWANG WELCOME DESK MANAGER / W CHICAGO CITY CENTER
3 out of 5
by A verified traveler

Hmmm

Posted Jul 14, 2017
We were able to check in early, but if the staff members were able to notify us they're giving us the worst room, we would have waited. We stayed in a corner room on the 11th floor. Ice room was "out of order" during our stay. The bathroom had battle wounds, towels were ick...
Comment from Hotel Management
Jul 18, 2017 by JH, Hotel Management
Thank you for taking the time to complete our survey regarding your most recent stay with us. I was disappointed to hear that your stay was anything less than perfect and I do apologize you felt any discomfort in any aspect of our hotel, especially regarding the general ambiance of the hotel. We are scheduled to have a renovation at the end of the year; hopefully you can return in the future to see the improvements we have made! Again, thank you for taking the time to write your concerns with us, and we truly appreciate your feedback. our business is very important to us. I hope you will consider staying with us in the future. Best, Jessica Hwang WELCOME DESK MANAGER
4 out of 5
Recommended
for Everyone
by A verified traveler

Small rooms but clean & nice staff

Posted Jul 13, 2017
Small rooms but clean & nice staff .... Chicago is a cool city. Nice people....
Comment from Hotel Management
Jul 14, 2017 by Kelly Frank - W Insider , Hotel Management
Thank you for letting us know how your stay was. We hope to welcome you back whenever you are in Chicago next!
5 out of 5
Recommended
for Everyone
by A verified traveler from Sunnyvale, TX

Nice hotel in the city.

Posted Jul 11, 2017
This hotel was close to Millennial park. We were able to walk to a lot of different things from this hotel. It was clean and the staff was courteous. Our only complaint was we were gone most of the day and came back at 3:00 and the room hadn't been cleaned yet.
Comment from Hotel Management
Jul 12, 2017 by WELCOME DESK MANAGER, Hotel Management
Thank you for your great review! We look forward to seeing you the next time you are in Chicago, here at W Chicago City Center.
4 out of 5
Recommended
for Everyone
by A verified traveler from New Jersey

Nice hotel very close to public transportation

Posted Jul 10, 2017
Pros: Convenient location
Location: Wendella boat tour and Millennium Park
Very quick and easy check in. Our room was small but has everything you need for a long weekend. We didn't really want to be in the room too much.
Comment from Hotel Management
Jul 12, 2017 by WELCOME DESK MANAGER, Hotel Management
Thank you for your great review! We look forward to seeing you the next time you are in Chicago, here at W Chicago City Center.
2 out of 5
by A verified traveler from N

Used to be a place I'd pick first

Posted Jul 10, 2017
I used to gay at this location a lot when I would visit Chicago but this time really disappointed me. This was probably the smallest room I ever stayed in. That wasn't an issue to me though. The TV remote barely worked, I had to fight with it nearly every day to get it to work, the hair dryer was crap, it would be high one second then change onto low on its own, during check in I wasn't given information about where anything was like I usually do, the deposit for holding the room went up, when I was clearly frustrated the front desk person didn't even apologize, she instead tried to get me checked in as fast as she could, my SPG number was never asked for so I didn't receive internet during my stay, complimentary water was never replenished after we drank it the first day, I was also planning to upgrade my room to a double room and called ahead to tell them I didn't want or need it and it was still charged to my room, if I had not stopped by I would've been charged for an upgrade. I think I would pay a bit more to stay elsewhere next time. I used to love staying at this property because it was conveniently located near the train. But next time I'll take my chances elsewhere.
Comment from Hotel Management
Jul 18, 2017 by JH, Hotel Management
Thank you for taking the time to complete our survey regarding your most recent stay with us. I was disappointed to hear that your stay was anything less than perfect and I do apologize you felt any discomfort in any aspect of our hotel, especially regarding the general ambiance of the hotel. We are scheduled to have a renovation at the end of the year; hopefully you can return in the future to see the improvements we have made! Again, thank you for taking the time to write your concerns with us, and we truly appreciate your feedback. our business is very important to us. I hope you will consider staying with us in the future. Best, Jessica Hwang WELCOME DESK MANAGER
5 out of 5
Recommended
for Everyone
by A verified traveler

Posted Jul 9, 2017
The staff was so helpful and we enjoyed our stay. The room was a little small but overall was comfortable and clean. I loved the modern look of the hotel.
Comment from Hotel Management
Jul 12, 2017 by WELCOME DESK MANAGER, Hotel Management
Thank you for your great review! We look forward to seeing you the next time you are in Chicago, here at W Chicago City Center.
3 out of 5
by A verified traveler

x

Posted Jul 5, 2017
Pros: Attractive and unique lobby. Attentive staff.
Cons: see above
Location: x
Not a comfortable place to sit anywhere in the room. Only one hard back chair and a "couch" with a cushion that slides off when you sit in it. The TV remote is the worst - difficult to read and operate, and very few watchable channels. When the TV comes on it is always blasting too loud, and force feeding you the same pay channels.
Comment from Hotel Management
Jul 9, 2017 by Jen, Hotel Management
Thank you for taking the time to provide us with feedback about your recent stay at the W Chicago City Center. Our guest feedback is important as often times it may pinpoint an area of needed focus and attention. At W, we strive to uphold the highest level of service and to hear we have fallen short of that goal is something we take very seriously. I was disappointed to hear that your stay was anything less than perfect and I do apologize you felt any discomfort in any aspect of our hotel, especially regarding the issues you faced with your guest rooms. I am taking the necessary steps to make this incident into a training opportunity for multiple departments to ensure that this experience does not repeat to you or any other guests in the future. Thank you again for taking the time to write your concerns with us we truly appreciate all guest feedback.
1 out of 5
by A verified traveler

Understaffed and quality of customer service is ho

Posted Jul 3, 2017
Reserved a room with two double beds for 4 people. Paid weeks in advance and was a no refund transaction. Arrived day of check in and found out hotel was overbooked. My room was no longer available and provided a room with one bed an air mattress and a roll away bed. Reserved room through Expedia and Expedia couldn't remedy the issue either. An immense amount of apologies, but at the end paid for something I did not reserve and neither Expedia or the hotel could provide a partial refund.
Comment from Hotel Management
Jul 9, 2017 by WELCOME DESK MANAGER, Hotel Management
Thank you for taking the time to complete our survey regarding your most recent stay with us. Our guest feedback is important as often times it may pinpoint an area of needed focus and attention. At W, we strive to uphold the highest level of service and to hear we have fallen short of that goal is something we take very seriously. I was disappointed to hear that your stay was anything less than perfect and I do apologize you felt any discomfort in any aspect of our hotel. I am taking the necessary steps to make this incident into a training opportunity for multiple departments. Again, thank you for taking the time to write your concerns with us, and we truly appreciate your feedback. Your business is very important to us. I hope you will consider staying with us in the future; please reach out to me directly next time so I may better ensure your comfort. Best Regards, JESSICA HWANG WELCOME DESK MANAGER / W CHICAGO CITY CENTER