Ratings based on 1,334 Verified Reviews

3.9 out of 5
71% of guests recommend
4.4 Room cleanliness
4.2 Service & staff
3.9 Room comfort
4.2 Hotel condition
Expedia Verified Reviews
2 out of 5
by A verified traveler from miami

Overrated

Posted Jan 2, 2018
Between calling 3 times to bring me a remote control to the bath tub falling apart that almost broke my toe. It was a nightmare and I thought the W had a standard. Idk what else to say but stay away.
2 out of 5
by A verified traveler from Toronto

Disappointing experience

Posted Dec 20, 2017
None of the hotels facilities that we tried to access were open (bar and business centre). Rooms were not very clean. Construction taking place in main lobby so you enter through a small front desk area. Guests were rebooking into other hotels in the lobby because it isn’t communicated that construction is in progress. Overall would not recommend going here.
4 out of 5
Recommended
for Everyone
by A verified traveler from Davie, FL

Great location and really nice accommodation

Posted Dec 12, 2017
The hotel is really nice and location is just right. Close to just about everything downtown Chicago. Great location for sight seeing and touristy attractions si h as the Willis tower, CIBC theatre and a whole lot more. One thing I would recommend is that this hotel get more comfortable beds. I thought they were really hard. Other than that, the staff was friendly, helpful and pleasant. Would definitely go back to Chicago and stay at the W again.
Comment from Hotel Management
Dec 20, 2017 by Executive Insider , Hotel Management
Hello Yanique, Thank you for your wonderful feedback! We hope to welcome you back to W Chicago - City Center whenever you are back in the city. All of my best, Kelly Frank
3 out of 5
by A verified traveler from Chicago

Hotel under construction

Posted Dec 10, 2017
You can definitely tell the hotel is under construction. The room they provided was smaller than last year. It was on the west side of the building so we kept hearing the train go by. Staff was very nice though.
Comment from Hotel Management
Dec 22, 2017 by Executive Insider, Hotel Management
Hello Kevin, I am sorry for the inconveniences you experienced due to our renovation. We hope to welcome you back once the hotel is complete! Insider tip: If you'd like, give us a call before you arrive, and we can add your room preferences to your profile! All of my best, Kelly Frank
2 out of 5
by A verified traveler

Posted Dec 5, 2017
Under construction. Internet costs extra. Did not get the W experience.
Comment from Hotel Management
Jan 5, 2018 by Executive Insider, Hotel Management
Hello , Thank you for letting us know of your experience. I am so sorry your stay was not a positive one. If possible, please reach out to me at Winsider.Wcitycenter@whotels.com to discuss your stay in my detail. Thank you and I hope to hear from you. Until then, Kelly F. Executive Insider
5 out of 5
Recommended
for Everyone
by A verified traveler

Posted Dec 4, 2017
EXCELLENT customer service and hospitality! Very accommodating to our needs. The staff was amazing
Comment from Hotel Management
Dec 20, 2017 by Executive Insider, Hotel Management
Hello, Thank you for your wonderful feedback! We look forward to welcoming you back whenever you are in Chicago next. All of my best, Kelly Frank
3 out of 5
by A verified traveler from Ottawa

Currently under renovations - was not told

Posted Dec 4, 2017
Pros: Nothing, the bed was ok..
Cons: The staff, the rooms being updated
Location: Little bit out of the way but can walk to millennium park and magnificent mile etc
Hotel foyer and common area was completely under renovations, the new hotel check-in desk is where the bar used to be.. The actual bar area is in a conference hall.. The rooms are also very dated... The staff were not very friendly at helpful, concierge was brutal - didn't give us good advice or any directions.. There wasn't any staff outside to help with transportation or luggage.. Furthermore I came back to the hotel with my sister one night and one of the older male staff inside was blatantly checking my sister out and I call him out on it, not happy with this experience at all.
5 out of 5
Recommended
for Everyone
by A verified traveler

Posted Dec 1, 2017
The experience was great! The room was very spacious and clean. The staff was so helpful, nice and welcoming. I would definitely use this hotel again. They were in the process of remodeling but it was overall a great experience.
Comment from Hotel Management
Dec 20, 2017 by Executive Insider , Hotel Management
Hello, Thank you for your wonderful feedback! We hope to welcome you back to W Chicago - City Center soon. All of my best, Kelly Frank
5 out of 5
Recommended
for Everyone
by A verified traveler from Jacksonville FL

Elegant, great view

Posted Nov 27, 2017
Pros: Location & style
Cons: Free internet
Location: Close to Navy Pier, Millennium Park, Shopping, Restaurants, Nightlife, L trains
We stayed for long Thanksgiving weekend; checked in late on Thanksgiving Day and requested an upper floor room with a view. We were assigned a room on the 22nd floor, and the view was magnificent. Large room, updated, clean & comfortable. Luxury linens. Complementary beverages & snacks in the lobby including hot chocolate in the late afternoon. Hotel is in great location close to everything. Only minor blips were that internet was not included (come on guys, even cheap crappy motels now offer free internet!!) and the room refrigerator was so packed with overpriced drinks that we couldn't even stick a single piece of left-over Chicago style deep dish pizza inside. Service staff were friendly. We will definitely book at the W again for our next Chicago trip!
Comment from Hotel Management
Dec 20, 2017 by Executive Insider , Hotel Management
Hello Carolyn, Thank you for your wonderful review! We look forward to welcoming you back to W Chicago - City Center. Insider tip: If you are an SPG member, internet is complimentary! We also have refrigerators upon request. All of my best, Kelly Frank
1 out of 5
by A verified traveler

Awful hotel. This Is not a W so don’t be fooled.

Posted Nov 27, 2017
looks like a motel in. Was extremely disappointed with the rooms - tiny old and falling apart. As well, the staff did not know what is going on in anything. Do yourself a favour and stay at any other hotel..
Comment from Hotel Management
Dec 20, 2017 by Executive Insider, Hotel Management
Hello, I am terribly sorry for the experience you had while at W Chicago - City Center. We are currently going through a renovation. I apologize for any inconveniences you may have experienced, and would be happy to discuss your stay furthermore if you are interested. Feel free to contact me at Winsider.Wcitycenter@whotels.com. All of my best, Kelly Frank