We stayed here on a Saturday night at the end of July. The first problem was that they don't have valet. We were directed to a parking garage a couple of blocks away. As we were walking out, the "lot full" sign came on (not sure where the next closest place to park is). After that we were told that our rooms weren't ready, which was understandable since it was not even noon yet. The woman at the desk told us check-in isn't until 3 but that they would try and get us in sooner. She also asked if we would like our 2 rooms on the same floor and we said yes. After lunch and some shopping, it was after 3:00 and the hotel had still not called us like they promised to. Turns out it was because one of the rooms was still not ready. Also, we did not get our rooms on the same floor. The bellman offered to show us how to use everything in the room, but turns out he explained the knobs in the shower wrong. When we checked out they asked if we would like the room charges to stay on the American Express. We don't have an American Express.
On the plus side, the hotel is in a great location and you can easily walk to the Magnificent Mile. The rooms are beautiful, especially the bathrooms. The beds are extremely comfortable. There are even TVs in the mirror (very cool but the lighting makes putting on makeup pretty difficult). We also really liked the rooftop bar. This could be a great hotel if they could get their parking figured out and the staff got some more training.
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