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"I was assigned Bed #4 in Room 602, which was not a proper bed at all. It was a cramped, unsafe setup under a sloped roof with no space to sit or sleep comfortably, and a real risk of hitting your head. In the same room, another guest was given a clearly normal, and comfortable bed. The difference was obvious and unacceptable. When I complained, the front desk claimed there was “no availability” and immediately tried to pressure me into paying for an upgrade, which made no sense while online platforms were still accepting new bookings at that exact time. This felt less like a capacity issue and more like an attempt to upsell instead of fixing an unfair assignment. To make things worse, this dragged on for nearly an hour starting around 10:30 PM. At that hour, being dismissed and left without a reasonable solution is not just inconvenient—it’s irresponsible. I seriously considered leaving the hotel late at night because of how poorly this was handled. Only after a staff change was the issue finally acknowledged and resolved with a proper bed shortly after midnight. Basic, equal accommodation should never require prolonged arguments at that time of night. I stayed over 15 days at this property this year, but I will never return. Management seriously needs to address bed standards, room assignments, and front‑desk accountability. No guest should have to fight at midnight just to be treated fairly."

"This hotel is a fantastic price considering its high quality and excellent location. Staff was very helpful too! Would stay here again in a heartbeat!"

"The best breakfast buffet I’ve ever had!"

"The room was very clean. Hotel staff were very polite. My next trip to Northwestern I will use again! "

"Overall, this hotel was excellent. Extremely helpful staff...way above and beyond. I was told they were having a 3 hour staff training meeting one of the days I was there and it's evident a key component of that training was guest accommodations and helpfulness. I only had two complaints: the major one is that it was impossible to get internet in my room. I could get it fine in my meeting room but not the sleeping room. The minor is their coffee pods leave coffee grounds in the cup, every time. And their cups were too large for the capacity of the Keurig so I left a mess of water leaking but figured it out after the second morning. Sorry!"

"It was odd, a gorgeous historic building, large rooms, tall ceilings and totally empty. It was an empty, huge hotel, yet we got an interior room with essentially no windows. Why? The hotel building is very old, well maintained, but its system can only accommodate one heating or cooling system at a time, so we had to ask for a heater and blankets, which were nice blankets. Pillows were awful so they brought much better pillows. Coffee in the room not good at all, like water, but then water bottles are provided each day for free. No valet or doorman, odd set up for holding your luggage. They have people working there, only they won't walk outside, but sit in their closet offices. Odd. Overall, everything is there, but many things felt a little off."

"Restaurant entry smell funny"

"Worst hotel I've ever stayed in all around. "

" Beautiful, clean room with an incredible downtown Chicago view. Totally worth it"