The Westin Michigan Avenue Chicago

The staff are the hotel's strongest point. They're kind, courteous, professional, and accommodating at check-in, and they seem happy to be there. April especially stood out on a recent stay. I'd asked for a king room, but opened the door to find two beds and the phone ringing. April was calling to own the mistake and offer to bring a key card for a king room, so I wouldn't have to go back downstairs. That's five-star service, and employees like her deserve recognition. The rooms, though, don't live up to the Westin name. I've stayed here many times and it's my least favorite Westin because the property feels dated and needs renovation. Each room has smelled as if it had been doused with strongly scented cleaner to cover another smell. The carpets, fixtures, and bathrooms all need attention. In some rooms the water takes a long time to heat, and showerheads leak at the base. The thin windows let street noise in easily. At least the rooms are otherwise clean and the beds are comfortable.

Candice at the front desk deserves a shout-out. Her cheerful morning greetings are a lovely start to the day. I come here several times a month for business, and the views are a highlight, whether I'm on the city side or beach side. I especially like the skyscrapers at night and the beach early in the morning. Requests are taken care of quickly, and after many visits I've had no complaints about the spotless rooms. The location also makes it easy to fit in shopping and relaxation. This hotel keeps impressing me.

The quiet rooms made a demanding conference week much easier. Even in the middle of the city, I could get away from the noise and events, and the Heavenly Bed was so comfortable that I woke up refreshed for the next day's sessions. The hotel worked well for both business and comfort during the BRICs conference. Its location made it easy to step out after work. The Chicago Riverwalk is just steps away for views and evening walks, and Lake Michigan is a pleasant walk too. River North and the Magnificent Mile have plenty of places to eat within minutes on foot, from RPM Steak and Smith & Wollensky to The Purple Pig and Eataly, along with other casual spots and Chicago classics. The Westin Chicago River North is comfortable, peaceful, and well placed for a professional visit to Chicago.

The location is great, and the staff were generally good, though sometimes seemed overworked. But a sewer-like smell was the main problem and reached several rooms and floors. Our first room on the 10th floor was so bad we had to wait outside. The housekeeping manager smelled it immediately and said she'd take care of it and move us. The replacement on the ninth floor smelled better, but still not great, and it was one of the tiniest rooms I've ever had. The bathroom was small and old, the carpets seemed dirty, and the hallways had a dusty, musty odor mixed with that sewer smell. It was a depressing place to be. There were billing problems too, including a $17.95 "coffee cart" fee. The front desk was somewhat helpful, but overall it wasn't a good stay. There are probably better Marriott options nearby.