21 East - Chic DT Apts with Rooftop by Zencity

The property itself looks upscale and is in great shape. The lobby, rooms, and restaurant spaces are attractive, well designed, and very clean. But the service problems kept piling up, and for a hotel with Sofitel’s brand and price, that was hard to overlook. At dinner, my cocktail never arrived, even after I reminded them. The food was maybe three-star quality, and my chicken pita came with cheese and mayo despite my asking for neither. The restaurant had a nice atmosphere, but the service was inattentive and the food was mediocre at best. Breakfast was worse on the second day. I ordered three soft-boiled eggs and confirmed that I wanted them soft. One came completely overcooked and two were entirely raw, not just underdone. When I raised it, the replacements were overcooked. On the first morning, I’d asked for an English muffin and got toast instead. That was minor by comparison, but still wrong. We also asked for help with the pullout sofa. Nobody came after 45 minutes, so we gave up and went to bed. The service failures, lack of follow-through, and missed basics made for a disappointing stay. I truly wanted to like this hotel, but I’d hesitate to return unless the service improves significantly.

The bed was incredible, honestly one of the nicest hotel beds I’ve slept in, and I’d come back just for that. We were in a corner room with amazing city views, and each night they left water and chocolates on our pillows. We had a magical weekend downtown. Sofitel was perfectly located and the customer service went above and beyond. The bar was cozy by the fireplace, with signature cocktails made just right. Saturday breakfast at the cafe was light and tasty. Everything made for an incredible Chicago stay.

For what we paid, we expected a much more comfortable, high-quality weekend at Sofitel, so it was disappointing to find so many things off. There was no top sheet, just the comforter. The king bed had unusually small pillows, and the feather pillows I requested were replaced with odd-smelling foam ones. We only had one robe and one coffee cup despite booking for two adults, and the room description mentioned slippers that weren’t there. A broken closet door also made the interior light flicker on and off throughout our stay. The ice machines on several floors didn’t work, and the front desk never brought ice after we asked. The complimentary fridge water tasted off, almost like soggy cardboard. On our first night, room service brought the food without the BBQ sauce listed on the menu. For the price, I expected more care and accuracy. I don’t usually leave negative reviews, but the service and quality fell short of the luxury experience Sofitel’s reputation led us to expect.

For our anniversary, my husband and I had such a lovely stay at Sofitel Chicago. We loved the spacious room, which felt like home, and the views were beautiful from sunrise through the city lights at night. The location made it easy to walk to nearby restaurants, shops, and even some tours and activities. Breakfast at CDA was top tier, especially the omelets, and Le Bar made excellent cocktails. The welcome was warm and the service stayed excellent throughout.