Viceroy Chicago — Hotel in Chicago

My husband and I,stayed at Viceroy Chicago April 2025 to celebrate our wedding. Unfortunately we didn’t have the best experience due to lack of hospitality. Issues were corrected late on our wedding day so the damage was already done. We stayed at the Viceroy Chicago December 2023 and the hospitality wasn’t the best due to management. We believe in second chances, Hints almost 2 years later and not much of a difference due to staff.

Pros: Rooms, location, & Upper Leadership/management. Once the manager Cesar was informed about our experience my husband and I were having. He immediately address the issues, apologized without EXCUSES and did everything in his power to make it a better experience. We truly appreciate him along with manager Xavier, for being leaders that took ownership by their words and actions to show this isn’t the representation of Viceroy Chicago. Thanks also to Katt Webber for relying the information over to management.

CONS: My husband and I didn’t feel VALUED nor respected from staff. Jermey(black guy with dreads) & Chris needs to be retrained or find new jobs that would better suit them because hospitality/ respect is lacking. A little over a month before our stay, we spoke with Katt Webber (revenue manager) on our booking app. She congratulated us on our future marriage and assured champagne/chocolate will be in our suite on arrival and to inform our concierge if anything else was needed.

Cons cont: I called the hotel two weeks prior to checking, kindly requesting if an upgrade if avaiable and once again informing the hotel of what we’re celebrating. The lady that answered the phone couldn’t care less, due to her tone and every excuse she gave on why that would be impossible but stated “I will note it”.

Cons cont: Check in: My husband and I are greeted by Chris for check in. He gets the information required. When asking about the note on our account for an upgrade, this is when all the excuses started. He doesn’t have authority to do so. He would have to ask management not sure if they will allow They prob will say no because we already have a nice room. He also even stated we can speak with the lady who noted our account tomorrow. All things to take away from him doing his job, his excuses were thrown on everyone else. He always denied a 1:00pm checkout time we requested due to getting married the day before. He stated 12pm isn’t enough time! How unprofessional and inconsiderate! We felt under valued immediately from our check in with Chris. Oh and no champagne/ chocolate in room once arrived.

Cons cont Wedding day: after our Ceremony and returning to the Viceroy Chicago our photographer suggests taking pictures in our lobby. The few guest in the lobby were all congratulating us and sending positive energy. As we start taking pictures in the lobby, JEREMY (black guy with the dreads) walks over in front of the entire lobby yelling we can’t take pictures here. He continues to humiliated us on our WEDDING DAY with an aggressive tone YOU HAD TO PAY SALES IN ORDER TO TAKE A FEW PICTURES IN THE LOBBY. My manager said this isn’t allowed Ect ect. Why do we have to pay to take a few pictures in the lobby of a hotel we’re guest at! My husband then ask for a manager because Jeremey continued to get more aggressive, I was afraid along with our photographer and it was clear the guest was uncomfortable by the way he was speaking to us. As though we had committed a crime! How unprofessional and insensitive of this guy Jeremey. My husband then proceed with Jeremy to the front desk to speak with a manager. The manager said it’s absolutely no problem, yes please take your pictures in front of Jeremey. Jeremy then walks away with an attitude no apologies on anything. This guy Jeremy needs to be fired. I can’t expressed how embarrassing and humiliated we were on our wedding day due to Jeremy. This is a prime example on staff at viceroy throwing management under the bus to take accountability...

🦋 As soon as we pulled up in our Uber, we were welcomed by a greeter and red carpet. Before we stepped into the hotel, we already felt like movie stars 🤩🤩.

We opened the front door and felt we were in a unique hotel. The décor and design is modern yet had a classic look and feel. Everything was new and even had a fireplace to the right. The ceilings were VERY high and one of the walls had positive and uplifting words all over it - we LOVED this wall and it made sitting in the lobby comfortable and happy. While we were sitting there, one of the concierge workers mentioned it was “Social Hour” and gave us champagne (we had 2 each 🥂).

Check-in was easy and a breeze. Super friendly greeting and excellent efficiency. He even gave us a room on the top floor(17th) which we were so happy about! We went through Expedia and he even told us because we are VIP Expedia members, we received 25% off the restaurant or any purchases within the hotel. We found out later that when you go to the restaurant (Somerset) or bar (roof top 18th floor), you have to let them know of any discounts since they aren’t connected directly to Expedia.

The elevators were quick and quiet. They and the halls were designed just like the lobby - very unique but definitely welcomed. We used a card to enter our room at the end of the hall (another great pick by the concierge) and as we entered, were so happy with the size of the place.

We had a king bed, huge window, tv, desk, love seat attached to the bottom of the window so we could sit and enjoy the view and 2 nightstands. We had drawers and cabinets for our clothes and the safe was heavy duty and probably the best and biggest we’ve seen anywhere we’ve travelled.

The bathroom was huge and even had a water closet (toilet in its own room). The shower was massive and had a rain head or handheld shower head, both with great pressure. There were 2 sinks which was great when we were both using the washroom.

Bathroom = washroom (depending on where you are from...🤗)

We absolutely loved that one floor above us was the rooftop deck/bar. Now, this place was the go-to place for us. We spent every night there (2 nights) and even spent most of the first day lounging up there and eating their delicious food. The vibe was amazing. It had a small pool, plenty of tables and chairs, beds and counches with electric fireplaces between some of the big couches. It felt even more comfortable because there wasn’t a railing on the perimeter. They had big glass panes that were tall so even if you got super drunk you wouldn’t fall over - one of us got drunk the first night 😎😂 - can you guess who? We could see the lake from the rooftop.

🦋Pleasantly taking care of us on the rooftop patio in Chicago, Justin’s personality shined as soon as he greeted us. His calm, warm shine left us feeling comfortable and taken care of.

Justin is truly special. He felt connected with us and mentioned how he has been on a peaceful spiritual awakening these past few years. Justin reminds us how we all have the opportunity to choose peace.

🦋 Justin: Thank you for being YOU.

The location of the hotel is perfect. It’s set on a quiet street and the whole area is very cute filled with restaurants. Right beside the hotel is one of Chicago’s best deep dish pizza joints - Lou Malnati’s - and we mean right next door 🚪.

The Magnificent Mile was only a 5 minute walk away and the lake was 15. If you have a chance to walk along the lake, please do! The whole area is gorgeous and if you walk directly south from the hotel you will reach an area of the lake that has a huge grass area with lots of trees 🌳🌳🌳.

We loved this hotel and it’s location. It not only put a huge smile on our faces, it also made Chicago feel like our 2nd home.

Thanks so much to Viceroy Chicago for doing such a wicked job on reminding us why you’re considered one of the best hotels in Chicago.

This is our experience....

Mid-September I decided to partake in a staycation at Chicago's newest luxury hotel. Living in the Gold Coast - which is the neighborhood for which the hotel can be found - I had been hawking the construction progress of this hotel for quite some time (eagerly anticipating it's grand opening).

By the time I actually checked-in to the hotel, Viceroy had only been open for about 2.5 weeks and I was the first to enjoy the specific 1-bedroom corner suite I occupied.

Considering the fact that the hotel had only been welcoming guests for a short time, I was a bit apprehensive about staying before the staff were able to work out any kinks. However, the feeling of "exclusivity" overpowered any apprehensions...and thankfully so.

When you step through the doors of Viceroy, your eyes are immediately drawn to the massive wall covered in quotes from French novelist, Marcel Proust. The pop of color amidst the warm, mid-century earth tones was an unmistakable focal point.

The aesthetic of the hotel in general was so well thought-out and executed. Between the lobby, hallways, the elevator vestibules, and the elevators themselves, each common area was just as impeccably designed as the rooms.

One criteria of Viceroy's operation that will forever resonate with me is their outstanding customer service. The Concierge attendants were all very warm and welcoming, cheerful and bubbly. I arrived a couple hours before check-in was permitted (3PM) so I decided to lounge in the lobby with a book. Each employee that walked past me made sure to do so with a greeting and/or smile.

I certainly felt valued as a customer and at this price-point, quality customer service is a must.

Although there was a minor snafu with my check-in (the staff accidentally double-booked my room) they did honor my reservation as I was an invited guest, and my reservation had been placed in advance. The Concierge attendants apologized profusely, and that was the last issue I experienced during my stay.

The size of this suite could comfortably accommodate 3-4 people. It is a very large room including:

1.5 baths 1 king sized bed 1 pull out sofa fully stocked mini-bar his and her vanities walk-in shower with rainfall showerhead garden tub

I absolutely loved this bedroom. The over-sized, king bed was extra comfortable. It felt like you were sleeping on a cloud. My favorite modern technological touch of the room was the button on the wall panel that you can press in order to open and close the shades and the drapes as well as changing the different types of lighting in the room (from bright to mid/mood to off completely). At turn-down service, the staff presented me with macarons as well as two Viceroy leather wallets and fluffed the pillows and sheets, etc.

The bathroom was extremely luxe. From the marble accents, to the garden tub, to the views it boasts, this is the ultimate form of class and relaxation. I soaked in the garden tub until my skin started to prune. By the time I dried off, my skin felt and smelled amazing thanks to the high quality bath products that were at my disposal.

If the accommodations were not enough, the fact that the in-room dining prepared by the Somerset team should be enough to persuade travelers to opt for Viceroy when visiting Chicago.

Once again, Viceroy's customer service shined during my interactions with the in-room dining staff. Each member greeted me by "Mr. Jackson", and set up the dishes for me.

On the day of checkout, I was sure to treat myself one last time to Somerset cuisine and had...