The Westin O'Hare — Hotel in Leyden Township

From the moment I first arrived for our months-long work assignment in Chicago, I immediately felt like I had stepped into my new “home away from home”. Katie greeted me at the front desk with a friendly smile and obvious dedication to serving guests. Our initial contact with the hotel began with pre-arrival reservation requests through Chrissy, who was thrilled to have us join them at the hotel for a prolonged stay in the area. She has made every effort to make the reservation process easy regardless of our high-maintenance requests!

In regards to their stellar service score, I personally have witnessed the exceptional customer service that all employees demonstrate. Yakin and Nora are fantastic at assisting with in-room dining requests as they make recommendations from their own experiences, then follow up to ensure you enjoyed your meal! It is clear they care about each guest they come in contact with and want to ensure you have the best stay possible at the Westin O’Hare.

Then Sue, possibly the most considerate Guest Experience Manager I have had the pleasure of meeting, went above and beyond to make me feel recognized for my time at their hotel by somehow knowing my favorite type of wine and having it delivered to my room. I have witnessed her interaction with other guests at the front desk where she makes everyone feel welcome and important.

Throughout my stay, Katie and Jasmine made fantastic food recommendations at the in-house restaurant, and even some amazing recommendations for nights when I needed to get out and enjoy some fresh air. Kelly was also fantastic at answering any random questions I had, and ensuring my simple requests every now and again were treated like the hotel’s top priority.

I never once felt like I was a burden, in fact I always felt like Royalty! I have worked for other Hospitality chains in the past, and I have been overwhelmingly impressed by the levels of service and quality demonstrated by the staff at the Westin O’Hare. The staff surpassed my expectations in every way and I cannot wait to return to the hotel in the future for business or for vacation.

If there is one down-side to the hotel it is this: I have now been treated so well by each and every member of the staff at the Westin O’Hare that it will be very difficult to ever find equal levels of customer service and attention to detail. Pete, the GM, has done such a fantastic job at training his staff and ensuring they understand what real customer service means. Thank you, Westin O’Hare, for really setting a higher standard of service in the...

This hotel had a horrible first impression when we checked in. We had reserved our room months in advance and reserved a rollaway bed. Well at least we thought we had reserved one! Evidently they did not have enough for everyone who reserved one. So we were told, they went down a list a couple days before arrival and gave them to those who reserved them first. We unfortunately did not make the list and were never contacted or notified that one was not going to be available. And I was never told that reserving a rollaway did not guarantee I would get one at check in. When we arrived to check in the front desk staff was very rude and unprofessional and we asked to speak to a manager. We were told we could spend $50 more a night for a deluxe double room for the two beds. I then just requested to get the double beds room minus the breakfast, parking and internet for the $20 we would have had to pay for the rollaway. The manager told us absolutely not and he would gladly cancel our room at no charge because he knew he would "be able to sell the deluxe room to someone else as he had just sold one"! I could not believe what I was hearing! I actually considered making a reservation across the street at another hotel. I was totally put on the spot and being from out of town and tired from a flight I really didn't want the hassle of going to another hotel. Plus we were there for an event at the Westin all weekend! I just felt that they really didn't care if we were staying there or not! They didn't offer anything for the inconvenience of one of us having to sleep on the floor. Then we had to call down everyday for towels because they never came to our room to clean it or restock it the entire time we were there! One time I called down from the room phone and no one answered so I called from my cell phone and finally got a response. The Westin parking lot staff was also rude and telling our group of guests who had driven and attending the event at the Westin hotel they could not park there and had to park across the street in the other hotel's parking lot. Then we were getting threats that our cars would be towed unless we were staying at that hotel. The staff in the restaurant and Starbucks were very friendly and professional and the food was delicious! Overall I would have to say for the money I spent to stay at the Westin it was not worth it and I would not choose to stay...

We checked into hotel and staff were excellent. We had not had lunch so we went to Benchmark for lunch. That was a mistake. I ordered mini lobster rolls. I took a bite and there was a huge crunch. I opened the roll up and there were some huge pieces of lobster shells you could break a tooth on. I called the waiter over and told him. He could have cared less and never apologized. He showed it to the chef and the chef never came over to speak to us. The waiter said that the lobster comes to them in bags. I guess that explains the bland taste of the lobster roll because it definitely was not fresh. I asked to order something else and ordered grilled cheese. I got bread from a toaster with some awful cheese melted. They could not even prepare a grilled cheese and make it taste good. They should have grilled it on a griddle with butter on both sides and used 2 kinds of cheeses with tomato. The next morning we had breakfast in the same restaurant and unfortunately had the same waiter. We paid the extra price to upgrade to the full buffet. We looked at the buffet and they did not have any muffins or pancakes or french toast. I asked the waiter if they could make me some pancakes and he said pancakes were not part of the buffet. I asked if I could use the price of the buffet to order off the menu and he said no. I asked for him to send the manager over and he never did that either. We got tired of waiting and just ate what was on the buffet we paid the upgrade price on and left. It was the waiter that ruined our opinion of Westin. This is the first time we ever stayed at a Westin Hotel. My husband is Marriott Platinum and we will just stick with Marriott. I do want to add that the front desk staff was wonderful and especially the lady that checked us in. We had a few things we needed and things were sent to our room immediately. Hotel itself was very responsive. Our main problem was with...