Pendry Chicago — Hotel in Chicago

We stayed at the Pendry for one night after deciding to extend our trip to Chicago. Coming directly from the Langham, I expected a comparable level of service and sophistication from what is positioned as a prestigious hotel brand. Unfortunately, my experience at the Pendry was underwhelming from the start.

First, the elevators. The hotel has over 35 floors, but only one elevator services the top floors. Of the six to seven total elevators, only two were functioning during my stay—one reaching only the 22nd floor and the other going all the way up. This created long, frustrating wait times for guests. When I asked about it, I was told the building is historic and therefore cannot be renovated. That may explain the infrastructure, but not the poor operations or planning. The elevators themselves are incredibly small. If a bellhop enters with a luggage cart, or a guest enters with large bags, only two other guests can fit comfortably. It’s not the experience you'd expect at a luxury property.

Things didn’t improve once we got to our room. We ordered in for the evening and looked forward to relaxing with the complimentary HBO Max offering. Unfortunately, HBO Max nor regular cable would load. When we finally reached the front desk (which takes forever), they sent someone up who blamed the issue on the rain. He said many guests were experiencing the same thing, reset the system, and promised to follow up. He never did, and no one else followed up either.

After waiting an hour for a resolution that never came, I called and asked if we could be accommodated with two drink vouchers to pass the time at the bar. This is a standard courtesy at many hotels, and frankly, the least they could do given the circumstances. Instead, I was told there had been no other complaints about TVs that night, implying the issue wasn’t credible. That was disappointing and invalidating. Even if I was the only one experiencing it, doesn’t that make it easier to offer a gesture of goodwill?

I explained the situation again, noting someone had already been up. The tone of the conversation made me feel doubted—why would I fabricate a tech issue on vacation? Eventually, I was offered a $30 bar credit. While appreciated in theory, anyone familiar with Bar Pendry knows that barely covers a drink and a half. Still, I accepted it. We had the drinks sent to the room—only to receive a full-priced tab with no discount applied.

The overall atmosphere of the hotel also left much to be desired. After finishing our first drink, we decided to head down to the bar. When we arrived, a woman was outside loudly causing a scene over an apparent altercation she’d had with other bar guests. Minutes later, another guest strolled through the lobby & bar wearing his Pendry robe. It felt tacky, chaotic, and completely out of sync with the upscale image the hotel tries to project.

My final issue was on the day of checkout. I called down to request a late checkout and was told no, flat out. I’ve traveled extensively, domestically and abroad, and have never been denied a late checkout at a property of this caliber. A hotel with 35+ floors doesn’t have the flexibility to extend checkout by an hour or two? It left a poor final impression on an already disappointing stay.

Overall, the Pendry Chicago fell far short of the luxury experience it promises. I genuinely wanted to love this hotel, but for the prestigious reputation, guests deserve better. Better communication, better service recovery, and better attention to detail. I hope management takes this feedback seriously and adjusts...

I write this in hopes that some changes get made as it’s a disservice to the staff & guests by not maintaining your hotel and keeping up with the standards and prices your hotel is meant to be at. I also don’t want someone to read the 5-star reviews on here & think that’s what you’ll receive if you’re expecting the same experience you’d receive at Langham or Waldorf as they’re similar in price & ratings online but very different in what you’ll receive.

We booked a 1 night stay at The Pendry hotel for a date night & to utilize my Amex Fine Hotels & Resorts benefits. While the staff was very friendly & helpful, there were many issues with the hotel itself that need to be addressed. We did not bother mentioning these issues during our stay as these were issues that couldn’t be quickly fixed. These are long term issues that require corporate & management to make changes in the way they maintain the premises.

Pros: The staff were friendly & attentive as guests have mentioned in previous reviews. Although the valet staff wasn’t easy to identify, they were attentive once we figured out who they were. The bellman was also very helpful with assisting with our luggage. The check in process was easy and the front desk concierge was friendly. She allowed us to have an early check-in per our Amex benefits & gave us a detailed page with the remaining Amex benefits that we would be receiving during our stay. We were also told that we qualified for a room upgrade because of our Amex benefits. However, what they consider an “upgrade” here is very debatable. I’ll explain under cons. Inside our room was a nice note from the hotel along with a package of chocolates which was a nice touch. The breakfast at Venteux was. Our server was also very attentive & friendly.

Cons: When we arrived at the hotel front, it was challenging to pull up to. Where other hotels have courtyards or drive way to easily & safely pull up to, the Pendry is located on a busy street & loading/unloading your vehicle isn’t easy. The valet was also hard to identify as we didn’t notice anyone in identifying uniforms. We found it hard to believe that the room was an upgrade, let alone a 4-Star hotel especially at the price point and low quality furnishings. The room: No closet - only a small standup wardrobe, Ikea-like laminate dresser, small/low sofa, TV had a black line at the top of the screen & was hard to watch, no trash liner in trash bin, carpet unraveling, views into residents apartments in “upgraded room,” loud noises day/night from cars revving engines & sirens from EMS vehicles, very thin toilet paper, bathroom door wouldn’t latch shut or lock (we fixed it ourselves using a multi tool we had), broken switches in the bathroom that served no purpose, no bathroom fan, shower door didn’t close, shower pan dirty, the walls looked rough, windows were filthy & hard to look out and the beds & pillows were too soft. Outside our room was an abandoned nook that appeared to be where an ice machine once was. The chairs & booths were absolutely filthy & torn at Venteux. I felt very uncomfortable sitting anywhere.

Had this been a 2-3 Star rated hotel that cost under $400 a night, I’d expect the conditions that we experienced. But paying $380 plus $41 in hotel fees, $78 for parking and it being listed as a 4-Star hotel seemed a bit of a stretch for what this hotel experience was...

We stayed in a King Tower room on the 33rd floor.

Our only suggestion would be to add sheer drapes or blinds instead of just blackout shades.

Noise: Based on reviews for many hotels, some street noise is unavoidable. We heard a lot of sirens and occasional revving engines from young people (I hope) who think it's cool. We brought our own noise machine and slept fine.

Public Transportation: We took the train ("L") several times. It was a short walk from Pendry to the station. It's not the classiest mode of transportation but very useful. Hints: 1) Look up directions beforehand, selecting the train option in Google Maps. 2) Signs at the street level tell you which side of the street the stairs you need are on. 3) There is a Red Line stop that is separate from the others. You have to turn down a side street and take stairs down to the subway.

Walking: We walked to several restaurants, Millennium and Maggie Daley parks, the Chicago Picasso sculpture at the Daley Center/Plaza, Navy Pier, and others. The Navy Pier was the farthest but no problem for a lazy couple in their 40's. There is also a CVS right across the street with good hours. We bought bottled and distilled water. Homelessness (houselessness?) seems to be an issue, I'm assuming in most cities, but didn't present a problem.

View: We had a great view from room 3302, facing north. There was a large apartment building directly across the street, which didn't surprise me based on reviews of many hotels. To the left, we could see the river and the Marina City "corn cob" towers. To the right, the river and the Tribune Tower. We could see reflections of Chateau Carbide below, the gold top of the Pendry (Carbide and Carbon Building, which we later learned is part of a champagne-bottle building design), and the Crown (LED face) Fountain in Millenium Park. A "skyline" view from inside the city is like seeing the forest from a tree. If you want to see an entire skyline, try a boat tour, Navy Pier, or outskirts.

Price: We got the 3-night deal. It was reasonable to competitive. Be prepared for resort fees, taxes. We were charged correctly for the room rate + resort fee + taxes. Advice: Plan for +30% on everything in Chicago!

Beds/Accommodations: The beds were comfortable, supportive, not too firm. Bar hand soap, shower cap, shampoo, conditioner, body wash were provided. The products had a strong spice smell but it didn't stick with you. It was easy to not wake the spouse in this room.

Rooftop Terrace, Bar, Restaurant: The idea of Chateau Carbide was awesome, but we didn't go. It seemed pricey and the absinthe theme wasn't for us. Venteaux would have been convenient, but we chose to experience other venues. We never stopped at Bar Pendry because we were hot and tired.

Lobby/Staff/Coffee: Robbie at the front desk was very friendly and professional, asked about our visit, gave helpful advice, making it a more personal experience. Having little reference for a 4-star hotel in the city, the lobby wasn't as big or grand as I imagined, but it seemed more personal. There was coffee and a fruit bowl.

Note: You may need to use your key card on the elevator. Locate your floor button, swipe the card, push the button. If it doesn't stay lit, it...