I admit I had high expectations but when spending $500 a night, I believe that is justified. We stayed in a suite - it was nice and no complaints with the room. I was disappointed with the service. Here are some examples why:
We had wine in our room before leaving for dinner and it took approx 45 minutes for glasses to be sent up. I'd expect that if a wait will be that long, that we'd be told when we call and make the request. The glasses arrived just before we left for dinner.
When checking in, we had asked (and were told) that the sofa bed would be made during the evening turn down service. When we returned much later that evening, it had not been done. I understand that mistakes happen but expect that they get highest priority to be corrected. We called housekeeping; waited a 1/2 hour; then called the front desk and then waited another 20 minutes before someone came to put sheets on the bed. I do not expect to have to call twice or wait that long. Especially when it meant losing an hour of sleep.
Lastly, when we talked to the manager to express our concerns, she listened, didn't offer any explanation or apology or how they might improve in the future, just asked "Well, how was everything else?"
There are many other comparable hotels in downtown Chicago and I will not return to this one.
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