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Reviewed 4 weeks ago via mobile

The view on the lakeside makes you want to weep. The city view isn’t bad either with the old Sears Tower looming impressive out my window. This used to be a 3000+ room hotel, and they took the walls out of the rooms to make less than half that number now. I attended a conference there and we were in the basements (there are 6) and it felt so crazy... bunkered and strange. The hotel is fun... huge... a city block+ that was to be a ‘city unto itself’ when it was born for 30M prior to the Great Depression and snapped up by the Hilton’s for only 7M a few years later. It’s a grand place, that feels like visiting your grandmothers grand old place that nobody thinks she should try to maintain.

The Hilton’s have become savvy and they have staff now who have to job of waylaying you while you walk through this grand structure to sell you Hilton vacations. It feels... assaultive.

My room was cool. Two bathrooms, a holdover from the days of yore, and I used each one and left a bigger tip for the room attendants who work so hard for this family. Everything was plugged into an extension strip and jutted out from behind the desk like a tumor... like an old added onto farmhouse without a good plan for the future.

And they start to text you when you arrive. Asking for questions or if you need help, as if they know you might get lost among all the levels and escalators and back hallways and the gargantuan feel of the place.

That said... it’s the view and proximity and place in Chicago that is sweet. Just contend with the notion that this grand dame is still figuring out how to pay the taxes while moving the doilies around. I loved the place really.

Date of stay: November 2018
Trip type: Travelled on business
Thank PMcFarout
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Kathy H, Manager at Hilton Chicago, responded to this reviewResponded 4 weeks ago

Dear Valued Guest,

Thank you for taking the time to share your comments regarding your recent stay. We apologize for the dissatisfaction you experienced and for not meeting your expectations . This is certainly not the normal high level of service we provide. Please know that your experience does not reflect the overall performance of our hotel when it comes to service and product. We truly value each and every one of our guests and would want nothing but the best experience for them.

We are regretful that you were disappointed with your stay and would like to discuss your concerns further. In this regard, may we request you to please contact our Front Office Managers at 312-922-4400 ext. 6943 at your earliest convenience.

We look forward to hearing from you.

Sincerely,
Kathy Heneghan
Hotel Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 4 weeks ago via mobile

Great location, breakfast had great steal cut oatmeal and granola, gym was big and equipment was great, the room was clean, comfortable, and the location was close enough to everything. Staff was friendly and delivered, we will be back.

Date of stay: November 2018
Trip type: Travelled on business
Thank Holtsinlondon
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Kathy H, Manager at Hilton Chicago, responded to this reviewResponded 4 weeks ago

Dear Valued Guest,

Thank you for choosing the Hilton Chicago as the place to stay when visiting Chicago. We know there are many excellent options and we truly appreciate your patronage. We are happy that you enjoyed your stay and both our breakfast and Fitness Center.

We appreciate and thank you for your feedback as it allows us to address areas that needed improvements.

We look forward to welcoming you back and serve you in the true spirit of hospitality for which Hilton hotels are known.

Kathy Heneghan
Hotel Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 4 weeks ago

This hotel is perfectly situated right in the heart of downtown. its got views of the lake and is easily walkable to shedds, Field, art museum, adler planatarium and more. there are several restaurants and other great activities nearby.

Room tip: Higher floors have better view
Date of stay: November 2018
  • Trip type: Travelled with family
    • Location
    • Sleep Quality
    • Service
Thank Jeff S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Kathy H, Manager at Hilton Chicago, responded to this reviewResponded 4 weeks ago

Dear Valued Guest,

Thank you for taking the time to share your comments regarding your recent stay at the Hilton Chicago. We are trying to preserve the rich history of the hotel by combining the classic meets cool modern décor during our recent renovation. It was a pleasure to learn that you appreciate our historic hotel and its location.

We look forward to serving you for many more years in the true spirit of hospitality for which Hilton Hotels are known.

Sincerely,

Kathy Heneghan
Hotel Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 4 weeks ago via mobile

All of the stores had their summer merchandise on either sale or clearance. The Water Tower was the best!! The stores were packed but it was well worth the crowds and the wait to get the good deals !!

Date of stay: July 2018
Trip type: Travelled as a couple
Thank Pamela A
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 4 weeks ago

I recently attended a conference and stayed at this architectural beauty and convenient location but would i stay again? We decided on an executive suite which was less than my expectation as well the food in the establish was mediocre at best both with the conference at at their adjoining establishments. Staff cleaning the rooms were friendly but reception and others were not engaged. Because our flight left later in the evening,T our choice was to keep our suitcase with us from 11 am - 5 pm or check it in with luggage for a fee of $3. Seriously? Even in NYC the hotel kept our luggage for free until we hit the airport. This was my first and last Hilton experience. Expensive is not necessarily better.

Room tip: Because of the configuration most rooms look directly into other rooms across the court yard
Date of stay: October 2018
  • Trip type: Travelled on business
    • Value
    • Rooms
    • Service
Thank Lee D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Kathy H, Manager at Hilton Chicago, responded to this reviewResponded 4 weeks ago


Dear Valued Guest,

Thank you for taking the time to share your comments regarding your recent stay. Please accept our most sincere apologies for the challenges with your dining experience as well as service from other departments and luggage storage. This is certainly not the normal high level of service we provide. Please know that your experience does not reflect the overall performance of our hotel when it comes to service and product. We truly value each and every one of our guests and would want nothing but the best experience for them.

We are always looking for ways to improve our customer experience. Your satisfaction is very important to us and we try hard to make sure all of our guests have a great stay.

Thank you for your feedback and we hope you will consider staying with us again.

Sincerely,
Kathy Heneghan
Hotel Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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