Embassy Suites by Hilton Chicago Downtown River North

The free breakfast was a big perk, with a generous spread: pancakes or French toast, eggs, bacon, sausage, made-to-order omelets, plus toast, bagels, muffins, yogurt, fruit, and oatmeal. There were two complimentary drinks a day, alcoholic or not, from 5:30 p.m., with light snacks. It felt very family-friendly. Lots of people came down in pajamas, and some took breakfast to their rooms. Finding a table could be tricky, but we always managed. The valet team was great, and we met a lovely, memorable cleaning lady on the fourth floor. We had a fabulous week here for Christmas in Chicago with our three-year-old. We’d initially booked an Airbnb, then switched at the last minute because we wanted a hotel pool and in-and-out parking. The pool was out of order for almost our whole stay, and although it was fixed before we left, the water was too cold to enjoy. We still had fun roaming around the hotel, and our child loved the fountain. The rooms were spacious and worked well for families. The location was amazing, with top restaurants, shops, and attractions all around.

Nice hotel, but checkout time can be frustrating. The elevators fill up on the upper floors, then stop at every level for people heading to the lobby. They’re so crowded that nobody else can board, which slows things down, especially for anyone who can’t use the stairs because of luggage or a disability. If the hotel could address the elevator demand, that would be excellent.

We’ve always stayed at Embassy Suites without problems as Hilton Gold members, so this visit to Embassy Suites River North was deeply disappointing. After a long trip from Washington, DC with our children, we arrived late and stayed from December 22-25. We were told we’d receive compensation after being moved, and instructed to file a claim. We hope the hotel follows through, but based on this experience, we can’t recommend this location. The first room had a broken shower handle, barely any hot water, and extremely low pressure. The AC didn’t work. When we reported it, we were told to open a window, which was unacceptable in cold weather. Our children began coughing with it open, so we kept having to open and close it to manage the temperature. The sheets looked damaged, raising alarming concerns about possible bed bugs. The phone didn’t work, the tub was black and stained, and the bathroom vent was moldy and dusty. The second room had similar problems: a corroded black tub and AC that still didn’t work, so again we relied on the window. The hotel also ran out of clean towels during the day, leaving us waiting until late at night. Fresh ones eventually arrived, but one had visible stains that looked like makeup and fecal matter. Completely unacceptable for a Hilton property. After the stay, we saw several recent reviews describing similar issues and guests still waiting for promised callbacks or refunds. It seems this ongoing problem hasn’t been resolved. This was far below brand standards and not the holiday stay we expected, especially after traveling so far with children.

The spacious, clean rooms and atrium-style layout made for a really enjoyable stay. The pool was warm and pleasant, and the hotel is close to some amazing restaurants. I definitely recommend it.