We noticed that you're using an unsupported browser. The TripAdvisor website may not display properly.
We support the following browsers:
Windows: Internet Explorer, Mozilla Firefox, Google Chrome. Mac: Safari.
The latest reviews. The lowest prices. The perfect place to shop for hotels.

“Extremely disappointed” 3 of 5 bubbles
Review of Hilton Chicago

Best prices for -
Check In dd/mm/yyyy Check Out dd/mm/yyyy
Prices are for 1 room, 2 adults
Show Prices
Compare best prices from top travel sites
and 12 more sites!
Hilton Chicago
Ranked #95 of 187 Hotels in Chicago
GreenLeadersSilver level
New York City, New York
Level Contributor
8 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 17 helpful votes
“Extremely disappointed”
3 of 5 bubbles Reviewed 20 August 2014

I didn't have an overly negative experience but I didn't have a positive one either. The staff was fine. The main areas of the room were fine. The location was great. But there were a lot of issues in the room.

I requested a room with some light, facing the street, city, I don't care. But I was told there was nothing available. We were in a room facing the other tower in the hotel which made it dark 24/7. It was higher up which was nice but it was also a maze to get to our room. It felt like a coffin and I never knew what time of day it was.

When we first got there, there were 2 towels still hanging on the back of the bathroom door. Also, there were no amenities aside from shampoo, conditioner, hand soap and lotion. Why give us hand soap if there's nowhere to put it? It sat awkwardly on the side of the sink in a spot it couldn't possibly fit in and kept on sliding down and off onto the counter.

I also didn't see a hair dryer anywhere and didn't want to call during the busy morning time to request one so I air dryed it. I found it on the last day in the tiny bathroom to the right of the bed that was NOT the main bathroom hanging on the back of the door. My fault for not calling and asking and possibly being guided to check the back of the door??? But why would you put it in the extra bathroom to begin with? Or why wasn't it put BACK in the main bathroom?

As someone else mentioned, there was nothing extra. No fridge. No paper or pen. No helpful guide as to where the gym was. The TV had only a handful of channels on a tiny TV. The only channel we wanted to watch, NatGeo, had NO SOUND.

And, while I was expecting the paid wifi (will accomodate up to 3 devices for 24 hours from when you purchased), I was NOT expecting to pay for the fitness center?!?! Why!!

The double bed size was definitely on the small side. I've shared double beds before but these beds were very difficult to share. They were also on the soft side. One of the sheets had a huge tear in them.

We came to visit the Field Museum so I stayed here. The next time we visit for the Field Museum, we will stay in a better hotel in a different area and either take a cab or bus or train or drive, I don't care what. Whatever savings I could have had at this hotel was eaten up by the wifi & fitness center!!!

Room Tip: Ask for a room that does NOT face the other towers unless you don't want to see sunlight.
See more room tips
Green Features: I liked their paper bag that was given to us to put our recycling in it.
  • Stayed August 2014, travelled as a couple
    • 2 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Service
Helpful?
3 Thank Emily J
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Michael H, Manager at Hilton Chicago, responded to this review, 21 August 2014
Dear Valued Guest,

Thank you for taking the time to share your comments regarding your recent stay. Please accept my sincere apology for the disappointments you experience with you room accommodations. Please allow me to inform you, we recently completed a renovations project on some of our guestrooms with more rooms planned for the very near future. These renovations brought new amenities such as in-room safes and refrigerators so we truly hope you will visit us again and come enjoy a newly remodeled room.
Please be assured, we work hard to maintain one of the most competitive pricing for a large downtown area hotel on our products and services such as internet and our athletic club. Also, complementary Wi-Fi can be located in our restaurants and lobby.
Thank you for noticing our Green features, we are very proud and dedicated to our continual efforts to the Green environment.
We look forward to many more years of serving you in the true spirit of hospitality for which Hilton Hotels are known.

Sincerely,
Michael F. Hooper
Hotel Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Write a Review

4,750 reviews from our community

Traveller rating
    1,773
    1,544
    873
    377
    183
See reviews for
986
820
226
2,046
Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4 of 5 bubbles
  • Rooms
    4 of 5 bubbles
  • Service
    4 of 5 bubbles
  • Value
    3.5 of 5 bubbles
  • Cleanliness
    4 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (1,128)
Date | Rating
  • Chinese (Traditional) first
  • Chinese (Simplified) first
  • Dutch first
  • English first
  • French first
  • German first
  • Indonesian first
  • Italian first
  • Japanese first
  • Korean first
  • Norwegian first
  • Polish first
  • Portuguese first
  • Russian first
  • Spanish first
  • Swedish first
  • Turkish first
  • Any
English first
Dallas, Texas
Level Contributor
18 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 28 helpful votes
3 of 5 bubbles Reviewed 20 August 2014 via mobile

My husband and I stayed at this hotel for a company event. This is a very large hotel. We had a room on the executive level, which had a nice lake view. The hotel is in such a great location, across from Grant Park, and within walking distance to many sights. There is a nice bar in the lobby. Although it was not a memorable stay, I would recommend it for the location.

Stayed July 2014, travelled on business
Helpful?
2 Thank Kaypwin
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Michael H, Manager at Hilton Chicago, responded to this review, 21 August 2014
Dear Valued Guest,
Thank you for taking the time to share your comments regarding your recent stay. It was a pleasure to receive your comments and to learn of your appreciation of our hotel and great location. I was pleased to hear you enjoyed our 720 Lounge and your executive level room accommodations with the nice lake view. It’s always good to hear we are meeting the expectations our guests come to expect and deserve.
Thank you for recommending the Hilton Chicago. We look forward to many more years of serving you in the true spirit of hospitality for which Hilton Hotels are known.

Sincerely,
Michael F. Hooper
Hotel Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Victoria, Canada
Level Contributor
588 reviews
35 hotel reviews
common_n_hotel_reviews_1bd8 302 helpful votes
5 of 5 bubbles Reviewed 20 August 2014

The travel books had been a bit disdainful of this hotel, but I found it to be just about perfect. To my eye, this is what you get when a hotelier does a really fitting job of renovating while maintaining the special spaces.

My room was well appointed with modern everything. Nothing felt unattended. I paid extra for a view of the Lake, and while indulgent and perhaps unnecessary, I did like waking up with the sun glinting along the horizon over Lake Michigan. I also paid extra to have a late check-out. Again indulgent and almost unnecessary, but I did really like being able to to skip the bell-line for luggage storage. I also paid the upgrade for the fitness center and this was an extraordinarily good call. All I would do again!

The fitness center really looks in person like it looks on the website. I wish the hours had been a bit longer in the evening, but a morning swim watching the sun rise over the "Sears" Tower was super peaceful! The pool was really nice for proper lap swimming -- a bit short at 20 yards, but ample enough to get the job done.

I didn't eat in much. Close to eateries on Michigan Ave, there was not much point, "Starbucks" in the hotel is not good. Starbucks a block away is better but crowded, and closer to the Art Institute is even faster even with the walk. In the Hilton market cafe, they do serve a killer locally-made sorbet. I don't care how expensive it was, it was good!

The hotel is an easy walking distance to both the Field Museum and the Art Institute. That also puts Symphony Hall, the public art and architecture around the Loop, and Millenium Park very close and easy-peasy on foot. The area feels very safe (I hope it actually is) and clean, and only slightly habited by beggars. The subway and El are right there as well, but foot is such an obvious and good option, there is not point doing otherwise unless simply not an option.

Staff was all very helpful. Elevators are quick ... just be sure to pick the correct bank to reach your floor.

I have saved my favourite for last, and I wonder if everyone gets to see these spaces. The grand staircase is very beautiful -- and you will see it. I kept making up good reasons to use the stair case. It felt like such a throw-back to a bygone era. I can only believe that recent renovations have been extraordinarily thoughtful and careful. From carpet to paint, it feels like an absurdly vast sum must have been spent, but the final result is so beautiful! Beyond the grand stair case the common rooms -- the ballrooms and conference rooms and mezzanine -- all feel much more old-school European than I might have ever guessed. Flowing with gilt and glass, murals and mirrors, swags and carpets, it was hard to place myself in the US Midwest ... I might easily have been in Vienna. I can't imagine how much simpler it would have been for this hotel to have done a slap job of the decoration, painting over a lost glory and stripping out its history ... but NO! They seem to have kept it all, and to be honest, I found it magical and uplifting.

My applause goes out to the good folks at Hilton for not giving in to the mundane and reinvesting in a clear time capsule of a time gone by for us to enjoy today.

  • Stayed August 2014, travelled solo
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Service
Helpful?
Thank SyrinxSounds
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Michael H, Manager at Hilton Chicago, responded to this review, 21 August 2014
Dear Valued Guest,
Thank you for taking the time to share your comments regarding your recent stay. It was a pleasure to receive your comments and to learn of your appreciation of our historical hotel, location and with the quality of service you received from our staff. I was pleased to hear you enjoyed your upgraded room accommodations, great view, athletic club and especially, our grand staircase. It’s always good to hear we are meeting the expectations our guests come to expect and deserve.
We look forward to many more years of serving you in the true spirit of hospitality for which Hilton Hotels are known.

Sincerely,
Michael F. Hooper
Hotel Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Cleveland, Ohio
Level Contributor
42 reviews
15 hotel reviews
common_n_hotel_reviews_1bd8 27 helpful votes
5 of 5 bubbles Reviewed 19 August 2014

My husband had to make a quick business trip to Chicago and I decided to tag along! Glad I did! The Hilton Chicago was lovely! We stayed in a Lakefront room on the 17th floor. We had a beautiful view and from our two windows. Our room was a King and we had plenty of space. Our bed was comfortable and the room was very quiet! The staff greeted us and checked us in early. They called my cell at exactly 3:05 to let us know our room was ready. We didn't use the pool or workout area but I did venture there to take a look and everything looked great there. This hotel has quite the history and we enjoyed the little room on the lobby floor that had much memorabilia in it. Very interesting. The only drawback of this hotel would be that it is a bit far from the "magnificent mile" on Michigan Ave (but we walked it anyways and took a cab back) and the fact that our room did not have an in room safe (but that's not a big deal just a nice feature to have). The plus was taking a morning run along the lakeshore which was a stone's throw from the hotel entrance! All the staff that we encountered were friendly and courteous. Thanks Hilton - we will stay here again for sure!

Room Tip: Be sure to select a room with the lake view and on a high level! Our corner room was sunny but the...
See more room tips
  • Stayed August 2014, travelled on business
    • 4 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Service
Helpful?
Thank Kattogo4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Michael H, Manager at Hilton Chicago, responded to this review, 20 August 2014
Dear Valued Guest,
Thank you for taking the time to share your comments regarding your recent stay. It was a pleasure to receive your comments and to learn of your appreciation of our lovely hotel, location and with the quality of service you received from our friendly and courteous staff. I was pleased to hear you enjoyed your room accommodations with our comfortable bed and the Grand Tradition room that displays some of the hotels history. It’s always good to hear we are meeting the expectations our guests come to expect and deserve.
Please allow me to inform you, we recently completed a renovations project on some of our guestrooms with more rooms planned for the very near future. These renovations brought new amenities such as in-room safes and refrigerators so visit us again and come enjoy one of our newly remodeled rooms.
We look forward to many more years of serving you in the true spirit of hospitality for which Hilton Hotels are known.

Sincerely,
Michael F. Hooper
Hotel Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Raleigh, North Carolina, United States
Level Contributor
39 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 14 helpful votes
5 of 5 bubbles Reviewed 19 August 2014

I stayed her for a week while attending a conference. We had a remodeled room on the 11th floor. I was sharing the room with a co-worker and it was GREAT to have 2 bathrooms. Our room was a standard size room, BUT had 2 closets and 2 bathrooms. I love the classic design/architecture of the hotel, but with the modern rooms. Close to the Lakefront Trail so you can get in a run. I enjoyed the bar food at 720 Bar.

Room Tip: We room 1106. It was quite but the view is of the other tower.
See more room tips
  • Stayed August 2014, travelled on business
    • 4 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Rooms
    • 3 of 5 bubbles
      Service
Helpful?
Thank Mark M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Michael H, Manager at Hilton Chicago, responded to this review, 20 August 2014
Dear Valued Guest,
Thank you for taking the time to share your comments regarding your recent stay. It was a pleasure to receive your comments and to learn of your appreciation of the Hilton Chicago and convenient location. I was pleased to hear you enjoyed our 720 South Bar & Grill restaurant, 720 Lounge and your room accommodations with the two closets/bathrooms. It’s always good to hear we are meeting the expectations our guests come to expect and deserve.
We look forward to many more years of serving you in the true spirit of hospitality for which Hilton Hotels are known.

Sincerely,
Michael F. Hooper
Hotel Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Chicago
Level Contributor
20 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 18 helpful votes
3 of 5 bubbles Reviewed 19 August 2014

I stayed 3 nights here in July and for the price I paid, was not impressed. The room and hallways felt dark and tired. My room had 2 bathrooms, go figure. The amenities that I would expect from a Hilton were also lacking, such as no hotel room safe, no minibar/fridge , no mini pad of paper and pen. The hotel amenity book is replaced by a computer, that would NOT shut off until I finally unplugged it at 3 in the morning to avoid the constant glow.when I used the computer, a few of the keys didn't work so made it difficult. I also hate when hotels charge me $12.95 to use their wi-fi, what a profit maker that must be for them!! It makes me feel so "nickel and dimed" and not valued as a customer.
Also, the coffee pot is next to the tv on a very tall dresser which made plugging in the coffee pot difficult as I had to get the extension cord from behind the desk to plug in, not very friendly. Also, my towels and soaps were not replaced every night. If I put a used towel in the bathtub, I'd like it replaced. I guess this is when the 2 bathrooms came in handy!
It is in a nice location in the south loop and has Chicago history and did allow me an extra hour for late check out. Be aware the parking fee of $52 per nite if you drive. If I had a choice, I'd probably stay elsewhere.

Room Tip: The room I had faced the brick wall of other rooms across the way, no view. Ask for a lake view on h...
See more room tips
  • Stayed July 2014, travelled on business
    • 2 of 5 bubbles
      Value
    • 3 of 5 bubbles
      Sleep Quality
    • 3 of 5 bubbles
      Service
Helpful?
Thank ChgoGal80
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Michael H, Manager at Hilton Chicago, responded to this review, 20 August 2014
Dear Valued Guest,
Thank you for taking the time to share your comments regarding your recent stay. It was a pleasure to receive your comments and to learn of your appreciation of our Chicago history and nice location/
Please accept my sincere apology for the disappointments you experienced with your room accommodations, housekeeping, amenities, parking and internet. Our goal is to always provide the best possible service our guests come to expect and deserve.
Please allow me to inform you, we recently completed a renovations project on some of our guestrooms with more rooms planned for the very near future. These renovations brought new amenities such as in-room safes and refrigerators. We work hard to maintain one of the most competitive pricing for a large downtown area hotel on our products and services such as parking and internet. Also, complimentary Wi-Fi can be located in our lobby and restaurants.
I apologize your room did not contain a card displaying our Green practices of our bathroom towels/linens. These items are changed every 3 days unless a guest informs us different or if towels are found on the floor. I have spoken to the Director of Housekeeping to ensure any necessary re- training takes place to ensure these cards are placed in all guestrooms.
We look forward to many more years of serving you in the true spirit of hospitality for which Hilton Hotels are known.

Sincerely,
Michael F. Hooper
Hotel Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Germany
Level Contributor
147 reviews
36 hotel reviews
common_n_hotel_reviews_1bd8 193 helpful votes
3 of 5 bubbles Reviewed 19 August 2014

Hotel is located on South Michigan Ave., opposite Grant Park, and with a bit of walking towards North Michigan or Magnificent Mile.
At first I could not find a front desk ... a guest relations person tells me they are a grand hotel (and that's why it is hidden?). The hotel is huge and bustling, the lines at the front desk are long but Hilton Honors membership will get you a room faster.
I received a corner room with 3 windows on the 21st floor with partial views of Lake Michigan. The room was spacious and well furnished. There is a tea/coffee maker and that's it. No minibar or fridge. You can get ice from a machine in the hallway.
The hair dryer is hidden behind the bathroom door but once it is found it is a good one. There are no safe boxes and not a piece of stationary or not even a pen in the room. Wifi access is free in the lobby but charges are $12,95 per day in your room. Check out time is 11am and enforced, late check-out (2pm) will be charged ($50) and so will luggage storage ($2 per piece, even for a coat).

By European standards I would not call it "first class".

  • Stayed August 2014, travelled solo
    • 3 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Sleep Quality
    • 3 of 5 bubbles
      Service
Helpful?
1 Thank 1001-traumreisen
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Michael H, Manager at Hilton Chicago, responded to this review, 20 August 2014
Dear Valued Guest,
Thank you for taking the time to share your comments regarding your recent stay. Please accept my sincere apology for the any disappointments you experienced during your stay. Our goal is to always provide the best possible service our guests come to expect and deserve.
Please allow me to inform you, we recently completed a renovations project on some of our guestrooms with more rooms planned for the very near future. These renovations brought new amenities such as in-room safes and refrigerators. Also, we work hard to maintain one of the most competitive pricing for a large downtown area hotel on our products and services such as luggage storage and internet.
We look forward to many more years of serving you in the true spirit of hospitality for which Hilton Hotels are known.

Sincerely,
Michael F. Hooper
Hotel Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Hotels you might also like...
Travellers also viewed these Chicago hotels
Downtown / The Loop
Renaissance Blackstone Chicago Hotel
Downtown / The Loop
The Palmer House Hilton
The Palmer House Hilton
#96 of 187 in Chicago
4.0 of 5 bubbles 8,407 reviews
Downtown / The Loop
Chicago's Essex Inn
Chicago's Essex Inn
#126 of 187 in Chicago
3.5 of 5 bubbles 1,917 reviews
Show Prices
Show Prices
Show Prices
Downtown / The Loop
BEST WESTERN Grant Park Hotel
Downtown / The Loop
Radisson Blu Aqua Hotel
Radisson Blu Aqua Hotel
#18 of 187 in Chicago
4.5 of 5 bubbles 4,313 reviews
Downtown / The Loop
The Silversmith Hotel
The Silversmith Hotel
#16 of 187 in Chicago
4.5 of 5 bubbles 1,986 reviews
Show Prices
Show Prices
Show Prices

Been to Hilton Chicago? Share your experiences!

Write a Review Add Photos & Videos

Additional Information about Hilton Chicago

Property: Hilton Chicago
Address: 720 South Michigan Avenue, Chicago, IL 60605-2116
Phone Number:
Region: United States > Illinois > Chicago > Downtown / The Loop
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Suites Swimming Pool Wheelchair access
Hotel Style:
#20 Green Hotel in Chicago
#59 Luxury Hotel in Chicago
#68 Family Hotel in Chicago
#76 Business Hotel in Chicago
#84 Romantic Hotel in Chicago
Price Range (Based on Average Rates): ££
Hotel Class:4 star — Hilton Chicago 4*
Number of rooms: 1454
Official Description (provided by the hotel):
Classic meets cool as Hilton Chicago embarks upon a $150 million renovation in celebration of our 85th birthday. The fresh, new vibe inspired by traditional, design rich elements pulls its inspiration from the hotel’s original architecture and intertwines a dynamic and contemporary spin. With the renovation underway, the hotel has already introduced over 400 new guest rooms, 13 new hospitality suites, a new technologically versatile Grab & Go – SNAX and a new restaurant with private dining space and bar – 720 South Bar & Grill. The new contemporary guestrooms have been cultivated with ornamental lacquer finishes, soft leather and rich, bronze wood detailing accented by a cool color palette of velvet and silk textured accents. Guestroom media capabilities include a 37 inch flat screen television, in room touch concierge panel, HCN Navigator computer and wireless and wired internet access. Following a day exploring Chicago, decompress at the largest Chicago hotel athletic club with running track, take a dip in our indoor pool facility or catch some rays on our sundeck during the spring and summer months.Located on Michigan Avenue in the South Loop, the Hilton Chicago is 1.6 miles to McCormick Place, along the Shuttle Route to McCormick Place and the first stop on the returning route from the convention center. Directly across the street from Grant Park and walking distance to Millennium Park, Buckingham Fountain, Shedd Aquarium, Field Museum, Adler Planetarium, Lake Michigan, Buddy Guy’s Legends, South Loop dining and art galleries, Museum of Contemporary Photography, The “Loop” – Chicago’s Financial district, State Street Shopping, Soldier Field as well as two short “L” stops to Chinatown. ... more   less 
Reservation Options:
TripAdvisor is proud to partner with Expedia, Hilton Hotels Direct, Hotels.com, Agoda, Booking.com, TravelUp, Ebookers, Hotel.de, HotelsClick and HRS so you can book your Hilton Chicago reservations with confidence. We help millions of travellers each month to find the perfect hotel for both holiday and business trips, always with the best discounts and special offers.
Also Known As:
Hilton Chicago Hotel Chicago
Hilton Hotel Chicago
Chicago Hilton Hotel
Hilton Towers Chicago
Hilton Chgo Hotel

Is This Your TripAdvisor Listing?

Own or manage this property? Claim your listing for free to respond to reviews, update your profile and much more.

Claim Your Listing