Customer service was terrible
I can't recall another time I've had to deal with such rude front desk help. While pleasant initially, as soon as I demonstrated the slightest bit of frustration that I was still waiting to claim my luggage for check-in (I arrived prior to check-in time, so they were holding a few bags), the true quality of this establishment surfaced. Never mind that the luggage wasn't sent up to our room in the afternoon or that i waited in the lobby for 15 minutes at 7:30pm still looking for my luggage or at least a bellhop. While that was a bit annoying, the worst part was witnessing the poor attitude of Donna, the very attractive but aloof front desk employee. Her lack of initiative was only matched by her pettiness, as I noticed she refused to make eye contact with me for the remainder of my stay, including when my family came down to the lobby the following morning. I also booked a rate that included parking, which Donna acknowledged at check-in but at check out billed me separately; I assume after I got on her bad side. Even with my last polite good bye to the front desk, I felt a phony, uppity attitude from Donna, and I really can't convey the extent of how insulting it felt. I can honestly say it was the worst part of my first trip to Chicago. 
The hotel is well appointed and the lobby was small but cozy. Great location as well. To be fair, most of the staff seemed very friendly, and I am not so obtuse as to not recognize my rating of this hotel is a statistical outlier. But I think most travelers, like me, would trade a few amenities for consistent and reliable service, so as to not have a "situation" that could single-handedly ruin a travel experience. Unfortunately, that was the case here.