Hilton Grand Vacations Club Chicago Magnificent Mile — Hotel in Chicago

Unbelievably poor service. I will write two separate reviews since my stay included Hilton Grand Vacations and Double Tree but they are located in the same facility. First we had issues getting our luggage. We were given the wrong room number and our bags were delivered to the wrong room. I had to track down the bellman and have him take me to the occupied room where he delivered it. We walked into that room and I grabbed my stuff and he complained about the people not tipping. Turns out he thought I worked for the hotel and was shocked when I told him I was a guest. Unsure how that conclusion was made, I felt bad and still tipped him. However this was just the start. Our room was nearly out of toilet paper and Kleenex when we got in. I called down for more but only toilet paper was delivered. I was told the hotels “shipment” of Kleenex didn’t arrive, and my wife and I would have to use toilet paper to blow our noses! As we showered we discovered the bath gel was completely empty and had to request more as we showered. We ended up using shampoo as our body soap! That ended our stay at the Hilton grand vacation room. We then proceeded to check into the double tree for our last night, we were supposed to be upgraded to a king bedroom with a water view on a high floor because of our diamond status. However, when we arrived in the room, it was not anywhere close to the top floor. There was no water view and our view was of a parking lot. Not to mention, this was a very outdated room with mold all over the bathroom ceilings and paint peeling off the wall! When we called to ask what happened they informed us that we were misinformed by the Hilton Diamond desk when we made the reservation and there were no other rooms currently available to us! After complaining and asking to speak with a manager they were able to offer us a room a couple floors higher but we were told the room would be exactly the same as the one we were currently in with no view, outdated and all! At this point, it wasn’t worth moving all of our things once again for a room that was exactly the same… My wife and I requested a set of firm foam pillows each as we have bad backs they assured us that they would be in our room earlier that day. After a long day of walking the city we came back to our room, and you guessed it no pillows. My wife was exhausted. She just wanted to shower and get in bed. Halfway through the shower she found out there was no conditioner in the shower. The bottle was completely out! So I called down to the front desk to let them know we needed conditioner right away. Felt like Deja vu from the HGV stay. I waited for them to bring the conditioner up and guess what, the TV wasn’t working. So I had to make another call for maintenance. I mean, how many things can go wrong at one facility!! I guess it makes sense since the staff is the same for both HGV and the Double Tree. I’m writing this to warn anyone to never stay here until service and staff can be trained properly. And probably fix the mold situation, especially for guests who are immunocompromised like my wife. I am waiting to hear from management to see if they can make any concessions or adjustments for these stays....

I stayed here with our HGV points. Amazing location!! This hotel is right across the street from Northwestern Memorial hospital. Michigan ave is a 5 minute walk. Navy pier a short 15 minute stroll. And many many excellent restaurants and coffee shops nearby.

The checkin process was quick and professional. Being HGV owners we received our pink band which allowed us to save 25% on everything at the hotel, including the bar! We also received a voucher for a free LARGE starbucks coffee drink in the lobby.

The room was updated and very very clean, wish fashionable furniture, and a large TV. Our room was overlooking Ohio street and had a view of Aon center and NEMA chicago tower. From the hallway we could see the hospital and the lake in the distance so i’m assuming some rooms do have lake/navy pier views.

Being a HGV suite we did have a fridge, microwave, coffee maker, two drinking glasses, and two wine glasses. The little kitchen area also had a sink with a provided sponge and dish soap bottle. There were two full rolls of paper towels provided.

The bathroom was clean and spacious with excellent water pressure for the shower, and a hose attachment which i love. The sliding door to the bathroom was very hard to slide, though.

We had one king bed, which was comfortable, but the pillows are way to squishy for my liking, i did end up folding one in half to make it more firm.

There is a dining table with 2 chairs, a L lounging couch, and a coffee table. The blinds were controlled by a monitor on the wall, with a blackout option.

Keep in mind, since the hotel is located near the hospital, you will hear sirens all night. Not much the hotel can do about that though.

One night my brother did get very drunk and ended up throwing up in the room (missed the garbage can). I went down to the front desk and just requested some cleaning supplies so we could take care of the mess, but they sent up housecleaning to clean for us! I did feel bad watching them clean up his vomit but they seemed happy to do it. Huge shout out to Marivel and Jerome from housekeeping, if a HGV manager is reading this, they deserve a huge bonus. These two were very comforting to my brother who felt very sick and did not make us feel bad whatsoever.

The breakfast in the lobby is very simple but there are many options. I recommend the waffles, with strawberries. Service was fantastic.

We did not have dinner here but did return late in the evening for a drink at the bar. The bartender Gustavo was very friendly and professional, gave excellent recommendations, and provided samples for several wines i wanted to try. Amazing service.

Overall, this is the best HGV i have stayed at, and i’ve been to the Hawaii time share locations. The service was phenomenal everywhere i went. I do live in chicago, but not in the central business district, next time i want to stay downtown, it will...

My wife and I recently stayed at the hotel. I must say, this has to be the worst hotel I have ever stayed at. We booked on Hilton Honors for a studio king. We arrived early around 2pm and asked if our room was ready early…if not, we’d be happy to return at the original check in time. The team let us know that our room should be ready in hour so we went out to eat and returned around 3pm. The staff informed us the room was not ready so we waited until 4pm. We went back and the staff informed us the room was still not ready. Ultimately we checked in 45 mins past the check in time.

As we entered the room, it smelled like old cigarettes masked with Lysol spray. We noticed there was no sofa per what the website advertised. The shower was designed for ADA. We let the staff know that the room was not what we booked because it was an ADA room…which is the reason why the room is different than what was advertised. The staff continuously disagreed that it was the same room that we booked through Hilton vacation so they couldn’t help…although we booked through Hilton honors. Finally, they mentioned they can transfer us to a new room the next day.

The next day we asked if the new room was ready. The staff indicated that if we wanted the new room, we needed to inform them before 10am. However, no one let us know the day prior so we had to stay in the same room again. The smell was so unbearable we had to leave the door open.

Finally on the third day, we called them in the early morning and they were able to transfer us. Upon entering the new room, we noticed the wall was covered in mold. In addition, there were spider webs where the mold was located. We let the front desk staff know about the mold and clarified we weren’t even asking for a new room…just plainly letting them know about the mold. The gentleman said “thank you for letting us know.” He did not show any kind of remorse after we asked the room to be cleaned due to the mold. He then stated he’d have staff clean the room. We decided to vacate the room because my wife suffers from severe asthma. We returned to the room hoping they would clean the area. However, we walked in the room and it smelt like bleach and the mold and webs are still there. We immediately booked another hotel as it risked my wife’s health.

Before we left, we went to the front desk and showed the hotel manager the picture. She apologized and mentioned she would issue the refund.

Fast forward 3 weeks later we still have not yet heard a response from the manager…even after two follow up emails.

It seems like it was a busy week for the hotel…we acknowledged that. But when it comes to health concerns we assumed the staff would make this top priority. The services and communication that we experienced have been a huge...