Hilton Chicago

“Nice stay”

A hotel with character, nice rooms, and delightful staff. Carsarra at the reception was lovely.

“Birthday/Anniversary”

This was a girl's trip that was absolutely amazing service was great checking in was great and checking out

“Thank You for Outstanding Customer Service”

Hi, I wanted to share my experience at the Chicago Hilton last weekend while attending a conference. I’m also a longtime Hilton Honors Gold Member, and although our trip started off frustrating, your team ultimately turned it into a great example of why I’ve remained loyal to Hilton for the past 15… more

Hi, I wanted to share my experience at the Chicago Hilton last weekend while attending a conference. I’m also a longtime Hilton Honors Gold Member, and although our trip started off frustrating, your team ultimately turned it into a great example of why I’ve remained loyal to Hilton for the past 15+ years. We arrived around 3:45 PM to check in and found an incredibly long line — easily 40+ people waiting. After standing in line for about 45 minutes, we learned the hotel’s entire system had crashed and staff were having to process check-ins manually. We were told the wait could potentially be several more hours, so we decided to leave our luggage and explore the city instead, returning around 8:30 PM when the lines had finally subsided. After finally getting to our room, we discovered the internet was also down due to the outage. While we understood the situation was outside of the staff’s control, it was disappointing because I needed internet access for work and other necessities. We were told it would hopefully be restored by morning, but when we woke up the next day, it still was not working. At breakfast, I noticed many guests were using complimentary breakfast vouchers, which caught my attention since the buffet was $37 per person. As a Gold member, my $18 credit certainly helped, but after the difficult arrival experience and continued outage issues, it added to the frustration. Compounding that was the fact that we had flown in from California on a 5:20 AM flight, meaning our day had started around 3:00 AM. Like many of the guests waiting in that check-in line, we were exhausted and simply hoping to settle into the hotel. One additional detail that made the situation more disappointing was that I had used 70,000 Hilton Honors points for our first night stay. By the time internet service was partially restored later that day, it was still running very slowly, and we had already missed out on enjoying many of the hotel amenities during our first day and a half. That evening, I sent a message to the hotel expressing my concerns and asking whether guests impacted by the long wait and outage had received breakfast vouchers or any consideration for the inconvenience. This is where Hilton truly shined. Within literally five minutes of sending my message, I received a phone call from Caryn Garaygay, who immediately addressed the situation. Not only did she arrange for the 70,000 points to be refunded, but she also provided complimentary breakfast for the next two days. I genuinely was not expecting that level of service or responsiveness. Caryn’s professionalism, empathy, and quick action completely turned around what had started as a frustrating experience. Her response transformed the trip from one that began on a sour note into one that reminded me exactly why I continue to choose Hilton year after year. Please extend my sincere thanks and appreciation to Caryn Garaygay and the entire staff for making things right. Outstanding customer service like that truly matters and deserves recognition. Now onto the hotel review. Loved our room on the 25th floor (2543). It was on the backside of the hotel and had a beautiful view of the skyline. The room was large and the beds were really comfortable. Overall, no issues with the room except for the internet and check-in issues the first night which wasn’t the fault of the hotel. I was a little disappointed that the gym cost $18 to use, but after seeing pictures of it online once we left, I see the gym was huge and like any large gym such as 24hr fitness, Eos Fitness, or LA fitness. Well not that big but did have a lot of machines and running track and not the typical gym that has 2 treadmills (one always broken) an elliptical machine and few dumbbells usually stopping at 25 lbs. Nope, this was the real deal gym. Enough said, still not sure I would have paid $18 to use it. Buffet was good with lots of options. Makes it much easier to enjoy when you don’t pay $37. I feel blessed that I got the free breakfasts. I also loved the bank of elevators as I never had to wait more than 30 seconds to catch one. The room was clean and for being an “old” hotel, it was kept very nice and clean and we would go back again the next time we are in Chicago. Thank you Joe

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“Great hotel, Bad housekeeping”

Mercy in Reception was AMAZING! She is EXTREMELY professional and accomodating. Give her a raise or promotion! While this is a good hotel, location, restaurants and amenities, Housekeeping is AWFUL!