Nobu Hotel Chicago — Hotel in West Chicago Township

I hope everyone sees this review. Please read before booking! ( I Hope Management sees This) This is not just a complaint. I feel scammed by Nobu hotel Chicago.

On the morning of August 29, we had breakfast at the hotel restaurant. The server informed us that hotel guests receive a $30 breakfast credit. Since we weren’t sure if it applied to us, we hesitated. The server kindly offered to check, took our room number, contacted the hotel, and confirmed that we were eligible. In fact, we were told we had $60 in credit and were encouraged to use the full amount. However, when we checked out, no breakfast credit was applied. We felt deceived and very disappointed.

On August 30, we missed breakfast, and when we tried to enter the restaurant, our room key didn't work. We needed assistance from a hotel staff member. While helping us, they explained how great the buffet was and again assured us that the breakfast credit was included. Yet once again — no credit was applied.

Even worse, our final bill included a mini bar liquor charge from another Room #9500 — a room we never stayed in. We were in Room 1023, and we never touched the mini bar. This is a completely false charge.

To make matters worse, when I checked my bank account, I found an unauthorized $35 charge taken without any explanation or permission. I emailed the hotel, but received no response from anyone.

I usually stay at 5-star hotels when I travel, and I’ve always had strong trust in their honesty and professionalism. With a globally recognized brand like Nobu, my expectations were even higher. Unfortunately, this experience completely shattered those expectations. The promised benefits were not honored, false minibar charges from a room we never stayed in were added to our bill, and an unexplained extra charge appeared on my account — all without any clear communication or resolution. Because I trusted this hotel to operate with integrity, the shock and disappointment were that much greater. This stay has completely destroyed our trust in Nobu Hotel. Instead of feeling valued as guests, we left feeling like we had been taken advantage of and deceived.

Additional Experience: It seems like the hotel doesn't do proper dust cleaning. When I used the hair dryer, a lot of dust blew out, and I could clearly see it in the air. Since the hotel is quite dark, the dust was even more noticeable. Also, the building seems poorly insulated — it's very sensitive to noise. I could clearly hear sounds from the hallway and even loud music from a nearby club outside. The one good thing is that all the staff were extremely kind. That’s the only positive I...

I'd like to start the experience off by saying this is the best hotel I've ever had the pleasure of staying in. Not only for the rooms and location but especially because of the wonderful people in it. Emily G. was incredibly helpful and went above and beyond for us during our entire stay. The bellhop who was able to answer a couple of travel questions we had for him after assisting us with our luggage was fantastic, I apologize for not remembering his name but surely once you meet him you'll know who I'm talking about, truly a gentleman all around. This is the first hotel I've encountered that actually accepted the perks of being an Expedia gold member, which I was extremely grateful for. The food & beverage credit and a free room upgrade, if available on the day of arrival, were both able to be met and I can't thank them enough for doing so. When booking the hotel room there was an option to inform them for any certain occasion that we might be celebrating and I mentioned we were celebrating our anniversary. Upon arrival to our room we were greeted with a bottle of champagne courtesy of the Nobu Hotel for such an occasion and the splendid Bento Box we had ordered ahead of time in our room alongside a small letter that congratulated us on our anniversary. The room was spacious, welcoming, and had everything we could've needed and then some. From an incredibly comfortable bed, a gorgeous view, soft silky robes, and even various controls for every light in the room at the touch of a button in multiple places in the room, all for your convenience. Truly a hotel that envisions exactly what the perfect room could use for anyone staying within it. Inside the Nobu is also a beautiful heated pool for guests to enjoy, but we sadly didn't have enough time during our trip to try it out for ourselves. There's also breakfast that's served in their restaurant which was wonderful both aesthetically and in flavor. We had the Nobu Honey Toast, which was a good mix of sweet, tart, and bitter, exactly what you want from yuzu. They balanced the bitterness of it well without getting rid of it entirely, and it melted in your mouth with the toppings. We also had the Sobacha tea that was really pleasant. It had a good light flavor, but it also seemed really well brewed and refreshing. When it was time to checkout we had ample amount of time before our train was to arrive and to our surprise they had the courtesy to offer to hold our luggage for us until we needed it for our departure. Thank you to the Nobu Hotel for having us. We appreciated everything you had to offer and hope to...

Edit: Since initially writing this review (6 months ago) my review recently received a reply from the GM at Nobu with what felt like a completely rote and empathy free response saying they wanted to make it right (I think Chatgpt did the heavy lifting here). They provided an email address to reach out to them, which I did 10 days ago, and as expected, heard nothing back. Not surprised at this point, reduced my score to 1 star, this is a tacky place with a not-so-tacky price tag.

Normally I give a good bit of time for a business to respond to issues before writing a review and it's been about a month with nothing back from their management team so here we go:

Unfortunately I am writing about a disappointment in my stay at the Nobu Hotel Chicago, one that came highly recommended and I had never stayed at prior.

We are locals who had booked a stay in one of the Zen Deluxe Suites to enjoy a nice weekend out, and were surprised to find the maintenance in very poor repair within the room. The toilet flush buttons were partially broken, the bathroom fan didn't work, neither bedside light would turn on, all of which were more or less livable, except that the air conditioner also did not work, which made the room uncomfortably hot at night (extra surprising because this was in November)

Though the staff was gracious enough to try to fix it for us, the solution ended up being a fan delivered to our door and an offer of a partial refund of our breakfast (doubly frustrating because we had already been offered a credit to our breakfast upon checking in, so this really was not offering us anything we hadn't already been promised).

We know the area well enough to know that street/club noise would be excessive on a Saturday night, and that's understandably not in their control, but that combined with the heat made sleep all but impossible, and did not lead to the relaxing weekend we had hoped to enjoy away from home.

A change in rooms to one with a comfortable temperature would have been much appreciated at the least. We enjoy the food at restaurant immensely, so it was surprising that the same level of attention is not given to the Nobu hotel rooms, and the attempts to rectify the situation...