Omni Chicago Hotel — Restaurant in Chicago

We've stayed at the Moni Hotel, and my experience was a mix of positives and negatives. Here's my detailed review: The Pros. Location: The hotel is in a great spot, making it convenient for exploring the area. Staff: The staff are absolutely wonderful! They are polite, welcoming, and go out of their way to make you feel at home. On the night of November 24, it was like a “meet the teacher” day during the parade—a lovely, family-friendly vibe that added a personal touch to our stay. Family-Friendly: The hotel is very accommodating for families, creating a warm and inviting atmosphere. Cleanliness: Bedding was spotless, and the towels provided were of good quality, which is always appreciated.

Now the Cons. Shower Pressure: The water pressure in the shower was disappointingly low, making it less enjoyable to freshen up. Television Issues: The LG TV lacks built-in apps. You have to rely on screen mirroring/casting/sharing, which worked for YouTube but frustratingly not for Netflix. Insulation Problems: The exterior walls are poorly insulated—you can feel the cold coming through them. Additionally, the window seals are subpar, which lets in drafts. Room Doors: The room doors are not sealed properly. We could see light from the corridor through gaps, which was both distracting and a bit unsettling. Elevators: This was the biggest issue. The hotel has only three elevators for approximately 24 floors, which is insufficient. They also seem to have programming issues and wouldn’t stop on our floor when going down. We waited over 10 minutes several times and resorted to using the stairs four times during the first two days. Minor Inconveniences: Complimentary water is provided only on the first day. After that, you don’t get new bottles, even during cleaning. Overall Impression Moni Hotel has potential with its excellent location, welcoming staff, and family-friendly atmosphere, but it’s let down by practical issues like poor water pressure, elevator troubles, and inadequate insulation. If these issues are addressed, it could be a much more enjoyable...

Horrible! The front desk service was awful. Our room the worst! From screwdriver in the bed, water not draining in shower for 1st room. We got moved to room with view of building and my child woke up to a rash all over her legs from the sheet. Leah had no customer service skills at all. Leah made it seem like it was no issue. After calling about our bill Leah gave us $75 off. Then when my husband went down to complain about the rash, my daughter got and showed her the picture. She just apologized and gave us a credit for the room that night. When I called after I returned home to complain Leah made it sound like she went above and beyond to give us the credits on her own. I explained to her she gave us nothing. I had to call for the first Credit when she said she gave us $100 credit. It was truly 75 then I told her my husband had to go down and complain about whatever was in the sheets that made my child have a rash, and then she gave us another Credit. Nothing was done on its own. I emailed the director of operations, Benjamin Hou no response until after I complain to that no one of management response to any emails. Because I had emailed them all while we were there at the hotel. Then they want to offer us upgrades on our next visit that should’ve all been done while we were there. It’s not like I live down the street However Naomi at the front desk was very sympathetic to all of our issues and even emailed me after we returned home to check if our stay and new room was okay.I just responded with she did a great job and went above and beyond and has way better customer service skills than Leah

Zero stars for this hotel.

2nd review...

The customer service is horrible. The reservations team is rude and unhelpful. I booked a room saw a lower rate and called. The original person told me to go find the reservations policy online. I called back and the next person "helped" me cancel the more expensive reservation. She kept the higher rated room. I called back the day before my stay and they told me if I didn't know the exact time of the call they couldn't help me and she wouldn't look for calls in a 4 hour range. I stayed on the phone with a manager for almost an hour to pretty much be told "oh well." I asked for an additional manager or the email for reservations. She said well I am the manager. I said well there has to be someone I can speak with. She said well I'm not sure. Finally offered to transfer me to the hotel manager. She claimed she was transferring me to a manager for the hotel but she couldn't do anything. I was on hold for 4 minutes and BOOM the reservation manager gets on the phone updated the reservation cost (which she could have just offered to do or offered to transfer me to the hotel manager because she couldn't do anything). Transparency and genuinely being able to help means so much in customer service especially at an alleged 4 star hotel! I would have appreciated a "ma'am I can't do that here let me contact someone at the hotel and see if they can help you." And the check in/check our time is crazy 4p-11a. Who wants to deal with that! Not worth the room rates. It was...