For a Westin, it's tired and desperately needs an update
I think another review said it best but it appears that they recently updated this hotel and put all the money into the lobby. The lobby is great but once you're in the rooms, I could have sworn I was staying at a Sheraton by the airport.
I'll start with the positives. Check-in was easy and friendly and they informed me that I would get free internet because of my Starwood membership. The rooms are very large for a hotel in any big city and the bathroom was also just as big. The fitness center is one of the best hotel fitness centers I've been to. There are multiple machines of all kinds (treadmill, elliptical, bikes) and they have a nice size weight room. The equipment was well kept and all high tech. I also like that they give you a complimentary bottle of water each day.
Location is great for tourists. It's across the street from the Hancock Tower and on the Magnificient Mile. Walking distance to lots of attractions and shopping.
Now for the negatives: the room itself was very average for a Westin. Everything in the room was old except for the TV. Some of the money used to make the lobby fabulous should have been used to at least update the furniture and the carpet in these rooms. Yes the bed is a Heavenly Bed but this was anything but heavenly. The way the beds are made, it is clear that the pillows are super old as they were yelllowed and stained (the pillowcases don't cover the pillows so you can see it!). My duvet was stained and it was obviously that they don't change those during each guest stay. Yuck!
Check-out was a nightmare because there was only one person at front desk and her time was dominated by someone who had an issue that couldn't be resolved immediately. Took 10-12 minutes for them to send a second person out and by then there was a line of at least 8 people. Unfortunately this hotel doesn't give you a copy of your hotel bill under your door the night before you check-out so you can't leave without speaking to someone.
I've stayed in a number of Westins in different countries and by far, this one did not live up to the chain's standards.