Waldorf Astoria Chicago

TLDR: Utter disappointment. Above-average facility completed ruined by repulsive service. My wife and I stayed at Waldorf Astoria Chicago on 01/17/2025 for a one-night getaway. We had looked forward to this experience as Waldorf Astoria is one of the ultra-luxury brands that we had never stayed at before, and we were excited to compare it to other experiences such as St. Regis, Park Hyatt, etc. The stay was a complete letdown. Let me elaborate on some of our main impressions: Facilities: Good. The infrastructure and hardware at the hotel were good and cleanliness was satisfactory, but the grand and sophisticated presence that the hotel entrance establishes is largely absent in the rest of the hotel. Compared to other hotels in comparable or slightly lower price ranges that we have experienced, such as The Bellagio and The Palazzo in Las Vegas, The Mesm in Tokyo, and Conrad in Kyoto, the overall decor of WA Chicago seemed to lack detail and character. Service: Disgraceful. Every single contact with the hotel staff, with the exception of the Brass Tack restaurant, were completely unpleasant and inferior to just about every other property we have stayed at. Exact instances were too many to name, but I will describe two examples. 1. The reception staff never reacted to our arrival (nor that of another family that we saw, who stood in front of them waiting to be helped while the receptionist seemed to be too occupied to care). 2. The bar staff never greeted us or any of the guests the entered around the same time. When we asked where we could sit, the waiter told us to “sit wherever you want”, and then proceeded to ignore us for around 15 minutes without offering a menu or anything else, without even being preoccupied with any other tasks. We decided to leave the bar at that point Food: A bit of a saving grace for this establishment. Both dinner and brunch food was fantastic, though options differed from the menus provided on their online websites because they were never updated. The staff at the restaurant were mostly pleasant and attentive. Value: Exceedingly poor. No one comes to a Waldorf Astoria for great value, but considering the price point and the supposed market segment, the experience we had at WA Chicago was borderline insulting. When we planned a stay at a property with such expenses and prestige, the last thing we expected to need to worry about was having a dignified experience, but Waldorf Astoria Chicago failed to meet our lowest imaginable expectations. The vast majority of other hotels that we have frequented, most of which we do not even hold Elite Status with, consistently provided much more welcoming experiences than this supposed ultra-luxury hotel. Overall: Poor. Styling and dining were the only areas of this experience where I would hesitate to complain about. I won’t bother to compare this experience to other hotels in the same price range or market segment. For 30% - 50% of the price on most dates, our stays at establishments such as Hotel LeVeque in Columbus, OH, the Hyatt Regency Boston Harbor, the Castel Hotel in Orlando, FL, and the Renaissance Hotel in Milwaukee, WI, were all consistently superior than that at this property by far in almost every aspect. Our experience with Waldorf Astoria Chicago was a shocking disappointment that will deter us from staying at any hotels under the Hilton brand portfolio in the foreseeable future.

Luxurious room decorated simply (no wild art or "killer colors") with a gas fireplace that quickly warmed up the entire space. Big bathroom complete with soaking tub. Very quiet room. The housekeeping staff was superb! They tidied up my charging cables, left a bookmark in my book next to the sticky note I had been using, and added a number of small, thoughtful touches. Cleaning was impeccable.

The service was wonderful. Concierge Logan Lawson-Parks was exceptional---graciously catering to our every need. Loved the complimentary hotel car for nearby trips. Greatly appreciated the upgrade from Junior Suite to One-Bedroom Suite.

My husband and I celebrated a bit of a belated anniversary and we had such a beautiful time. I worked with Pai who helped me choose a super gorgeous room for us and even suggested some special items to be placed in the room for us. I’ve been coming here for almost 9 years and have a long history with the hotel. Pai truly valued my experience and was so kind and invested in my 2 night trip. I felt like he wanted to keep winning my loyalty. Effie in the spa convinced me to book a massage and I’m so so glad I listened to her. It was a phenomenal massage by Alexis. Patrick and Maria encouraged me to order a pot of coffee and croissant while waiting and I felt myself unwinding. Thank you WA for a special winter retreat:) the breakfast spot Brass Tack is not to be missed. I had a credit but even if I didn’t I would have eaten there and I can’t wait to come back!

During my recent stay, Logan provided outstanding concierge service! She went above and beyond to ensure me and my team comfort and satisfaction. Logan’s professionalism, attention to detail and willingness to assist was exceptional! I am particularly grateful for restaurant and shopping recommendations especially on such short notice. Thank you Logan for providing such a wonderful experience.