Not guest friendly, especially for families
It was bad from the start. We're a young family traveling traveling with a young one, and the entrance doors are not big enough for a stroller, not to mention a wheelchair. After waiting quite a few minutes for one of the two minuscule elevators, then getting on and not being able to find the floor buttons because the elevators were dimly lit with no backlight on the floor buttons (remember to pack your flashlights), we finally got to our room. Upon entering, it was nicely furnished, but we noticed it was quite small. The beds are 12 inches off the floor, and quite uncomfortable. The walls are paper thin, as we learned after the next room turned on Sportscenter at 1 am as we were trying to sleep. We were meeting family in town, and since there was no room or seating accommodations in the suites, we decided to meet downstairs in the lobby. After getting Starbucks and cupcakes, we were informed 10 minutes later that there was no eating or drinking in the lobby (what?!?). Meaning you can't find space in this place to hang out for a bit and enjoy coffee or a drink with friends and family. I don't get that philosophy, especially for a hotel. There are two restaurants in the hotel, but I must say the patrons were given more preferential treatment than the hotel guests, which is consistent with the other reviews I've read. But hey, there is free wireless, nice Mac desktops downstairs, and nicely decorated. But compared to the 15 or so other hotels we've stayed at in Chicago, ranks up there with the worst for us. Poor customer service, and they've ignored the basics before upgrading the amenities in the redesign. We won't be returning, and I would avoid if you have other options.