No doubt this is a fancy and well kitted-out property in a fantastic location. The decor is smart, the rooms big enough and luxurious enough for a top-rating. It made me want to love this hotel... but at every turn the service is shocking. I'm here for a few nights - mainly because I got a deal on the old points+cash rate which none of the other Chicago hotels were offering.

Beginning from the nonchalant check-in assistant who made no reference to having status and when I pointed out an error he just said 'uh-huh'... at 2.30pm still no sign of housekeeping ...

... and breakfast service was shocking! Now, the food on offer at breakfast was excellent, no doubt. A top class spread for the 'continental buffet' comprising 4 berries (raspberries, blueberries,strawberries, blackberries), melon, grape, pineapple, yoghurt granola (good granola ... not London Bankside granola, but good) other cereals, "DIY" porridge pots, banana bread (great quality), muffins, croissants, breads, waffles, bacon, scrambled egg, avocado & arugula toast, and apparently they usually also have some beef brisket thing (but not today). In short, the continental buffet is very substantial and good quality - I didn't feel at all short-changed

However, the breakfast service... the hostess barely lifted her head when I asked for a table for 1 - she just said 'straight to the bar'. I stood at the bar for a minute or so while several staff stood around ignoring me... eventually one offered me a seat on a barstool - but I wanted one of the many free tables, not a seat at the bar. So I gestured towards the free tables and took myself over to one. This was an odd arrangement since none of the waitstaff really noticed that I was there and needed coffee etc -so I then wandered up to the water/coffee beside a waiter and helped myself. I don't think he liked this... Same waiter subsequently cleared my plate while I was a few feet away at the buffet waiting for my bread to toast - lifting off my (used) knife and fork and setting them back on the table ... To be fair there was one waitress working hard to keep coffee topped up etc, but she was surrounded by other staff who were chatting and looking cool, but being totally ineffective.

I truly wanted to like this hotel, but there is a tangible issue with staff training and management that spoils the potential of the property.
:roll eyes: