just finished my stay here and tend to agree with the above.

First, had a 1 night paid, then a 2 night award on a separate reservation and neither cleared SNAs. I sense a little funny business as multiple suites were bookable at T-5. Further, the first reservation, when asked at check-in, said a suite was available for that night, but wouldn't be available for the other 2 nights. I said I would take it, but then she said it wasn't ready and that I should really just take the Grande Deluxe room for all 3 nights. Seems weird and also seems the SNA process is still not working at this hotel, which is quite frustrating. It makes it more frustrating, as from my experience as The Conrad, this hotel has some of my favorite suites in the city (there is nothing better than having room service breakfast or evening cocktail on one of the large terrace suites looking straight up Michigan Ave.).

My room was a bit larger than a regular room, but it was all wasted space (just an angle out from the main room entrance with a larger gap between the TV and bed).

While the property is definitely date and in need of a facelift, I would still consider it a step above the Westins. Not even taking into account both Westins need work and aren't anything to write home about, The Gwen does have many upgraded amenities like a Bose sound system (which turned in to a super minus for me, as the room next door was blasting music with their sub-woofer at 1am), Elemis bath product, separate tub and showers, turndown service with slippers and chocolates, very comfortable bedding, large overall bathrooms (separate toilet room), and I find the Terrace lounge quite nice.

Also, the location really can't be beat. Being a Chicago native, I would say from experience it's the best located hotel in the city. You have the option of going out the back and walking to the heart of River North and the Red Line a few blocks away, or go out the front and you are in the middle of Michigan Ave with a few block walk to the lake. No other hotel (other than perhaps the Marriott next door) offers both options.

Negatives for me:

- The service was not "luxury" as they seemed uncaring at check-in and in the dining room and the housekeeping messed up twice. once they took 2 dirty towels but didn't replace then and second they replenished the bath wash with shampoo, so I had 2 shampoos and no bath wash.
- the PLT Breakfast annoys me, as there should be cash value and the option to upgrade to a full breakfast
- they need to upgrade the fixtures as it feels quite dated
- if you are on floors 12 or higher, the elevator situation is annoying. taking 2 elevators takes extra time and I always felt like I was waiting a long time for them as there don't seem to be enough from ground to 5 for the amount of traffic they receive.