General Policies & Fine Print
Customer Ratings & Reviews
TripAdvisor Traveler Rating5804 reviews
Good location, friendly staff
I have stayed at this hotel three times and the high level of customer service is consistent, beginning with the welcoming and helpful doorman and friendly front desk staff . On my last visit it was characteristically cold and the heating control in my room did not work , after waiting well over the promised time for it to be repaired I went downstairs , explained I was very tired and thankfully my room was changed. The rooms are to Sheraton standard, although some have fridges and some don’t , my only complaint would be not having the phone positioned next to the bed , maybe I’m just lazy , plus we all have USB powered devices, there only seems to be one or two USB sockets in the rooms . I have used the bar , very nice but a bit expensive,$15 for a glass of wine ! . Location is good , whole foods, target and Walgreens nearby , plus bars and restaurants AMC movie theatre is close to the hotel . O hare airport is between 40 mins to almost an hour by taxi/ cab depending on the traffic. The hotel is clean , rooms are quiet, it’s a big hotel and is used for conventions , sfaff are friendly and beds are always comfortable. I look forward to my next visit.
Full volume tv and clogged drains.
The website for the room we booked showed fireworks from the window. Booked for NYE and thought we’d be able to see the fireworks from the room. False advertisement. Building is directly in front of firework. Sink and tub clogged. After the sink was fixed, someone from housekeeping was supposed to come, never happened so I had to clean it. When the tub was unclogged, what was clogging the tub was left in the toilet for me to find. Also got to clean the tub too which ended up clogging again the next day. Nothing like standing in your own filth while trying to clean up. Tv turns on at 100, full volume, with no channels available. Luckily I brought my laptop and hdmi cord. Instead of being charged from everything at once I was charged multiple times throughout the stay. When we checked in, the front desk person didn’t tell us about the $20/day we could put towards anything in the hotel along with other daily benefits.
Wonderful stay (with one warning about destination fee)
My family and I booked three rooms for stays ranging from 2-3 nights for a belated holiday celebration with family and had a wonderful stay. Service was top notch--from the bellhop, to reception desk, to housekeeping. We were absolutely amazed when we checked into our Illinois Suite and found it to be decorated for the holidays--complete with elves, stockings, toy trains, etc. Such a cozy and wonderful surprise! I'd love to rate this as a 4.5 stars but TripAdvisor doesn't give me that option. One reason to take a slight bit off is the destination fee: you're charged $20/day, which is becoming the norm these days. I don't have a problem with that but for my 3-night stay, I was charged 5 destination fees ($100) for one of our rooms and another 2-night stay was charged 3 destination fees ($60). In total, that's three extra destination fees ($60) added to my bill that shouldn't have been. I called down to the front desk (I imagine most people don't even review their bills!) and they assured me they'd take them off. I just got my credit card bill, though, and it looks like they were charged... Just a word of caution to everyone to keep an eye on their bills.
Customer Service at its best!
I called this hotel out of desperation when another hotel I had booked for my daughters 21st birthday trip told me the day prior to her checkin that she would not be unable to stay there because she was not going to be 21 until 2 days after checkin. I had originally checked when booking the hotel months prior and they said it wasn’t going to be an issue but things changed when I called to confirm again the day prior to arrival. My daughter was arriving the next day from CA and this was for New Years weekend so I was frantic trying to find a nice hotel where she could fulfill her wish of seeing Fireworks in the 21st state for her 21st bday. I had called around to a few other hotels and they said they could not make an exception on the checkin age policy. It wasn’t until I called The Sheraton and spoke to Akur, the bookings operations manager, that my mind was put at ease. Akur was so kind and willing to see what she could do to make things happen. She spoke to the hotel manager and got approval to put notes in the reservation to turn off room service for the two nights which would enable her to check-in. She also upgraded room. When my daughter arrived the following day everything went so smooth and she said everyone was so nice. She had a beautiful room and stay. Thank you Akur for going above and beyond and being part of making my daughters birthday trip one she will always remember.
Beautiful location Warm & friendly staff
Stayed here for my birthday week 12/13/22 - 12/18/22 Upon arrival we were warmly greeted by the friendly and professional front desk staff. Checkin was easy and fast. On my reservation I requested a higher level with a view of the river, Sharij made it possible and everyday I saw him he was eager to make our stay enjoyable, The room was amazing! Everyday they gave us bottled water which was awesome and the famous Garrett's popcorn not to mention a gift EVERYDAY from the giftshop. (Felt like everyday was my birthday.) Room service was great and housekeeping was on point with everything we needed ..On my birthday 12/14 the restaurant staff delivered cupcakes to my room that evening. I absolutely love this hotel and will stay again when in Chicago. You all make a great team..Thank again Kathleen (rm 1918)