Sonesta ES Suites Chicago Downtown Magnificent Mile - Medical

This review is meant to bring attention to a missed opportunity that reflects poorly on the brand’s customer service philosophy. I mistakenly booked the wrong dates for a group reservation and contacted the hotel to request a change. I offered to pay full price for the correct dates, even though my original booking was at a discounted rate. Those corrected dates were confirmed as available, but my request was denied. This was a clear opportunity for the hotel to gain significant immediate revenue, fill the room available during the correct weekend dates at a higher rate and rebook the original incorrect dates for additional income. Instead, I was told their system is “locked” and no one at any level could make changes. As someone experienced in booking systems, I know this is a policy decision, not a technical limitation. Now the room will sit empty, and the hotel has lost not only two potential revenue opportunities, but also repeat customers and positive word-of-mouth. Declining a reasonable, revenue-positive solution reflects a lack of customer focus and poor long-term business thinking. If this is how they approach guest relations and operational flexibility, it may help explain why rooms are being discounted in the first place.

5 days ago

The room was spacious, clean, and modern. We booked a 2 bedroom suite with a living room, which was perfect for our kids and us. The kitchen was in great working order. Valet service was prompt and courteous; we were able to get our car in and out with no trouble. In fact, all the staff was very responsive and helpful. Elevators were always very fast. Breakfast was great quality. Would definitely recommend this to anyone, especially families, visiting Chicago.

a month ago

We had a short but pleasant stay at the Sonesta Suits. Check-in was easy and they welcomed our dog. The rooms were spacious. The location is great-- next to the lake, bars, restaurants, and shopping. The bathroom could have used a better cleaning (especially the tub). Also, there were a couple random charges on my card by the hotel that I can't account for (it's not parking, or the dog fee, or the $100 room hold). I plan to call them when I return home to ask for an explanation. Parking is expensive at $72/day, but that is comparable to other hotel parking in the area.

a month ago

We LOVE Sonesta! We been to another in NY. Such GREAT service and rooms. The location was also great. Easy to check in and check out. If we ran out of something in the room they would bring to us right away. Breakfast is good. Coffee. So many things they offer. Love it here.

a month ago

Great hotel, location and service was awesome. The breakfast was good and having coffee, cocoa, and tea whenever we came downstairs was nice as well.... The cons- be sure to ask for extra bedding if you're going to use the sofa bed. We didn't get any extra sheets so had to use the sheets on the bed. Other than that the room was extremely nice. The only other thing was that we didn't know this place was haunted. We had one of the chairs in the kitchen island slide a few inches while we trying to get to sleep. There was a few other things moved in the room, but it wasn't anything menacing, maybe an old maid? Was spooky but interesting. Other than that it was a great place.

a month ago

This is an excellent hotel! It is in a great and safe location that is within walking distance of a lot of places. Uber pickup at the front is also convenient. The front desk and valet staff are all very friendly and accommodating. I would highly recommend using the valet service, it is well priced for the area and will give you peace of mind that your car is safe. The rooms are clean, the beds are comfy, and the water is nice and hot in the shower. Views of the city are great from the rooms. The breakfast is also nice! I definitely would stay here again. Don’t let the people posting bad reviews of this place keep you from booking with such a great hotel!

2 months ago

I had an excellent experience here staying with my two large dogs, husband, and toddler. We got the two bedroom suite which was very large and very quiet. Great views, super clean, and very comfortable for all of us. Front desk staff as well as valet were wonderful, friendly, and helpful. Location is prime - next to Chicago 360, the lake, Lake Shore Park (great spot for dog walking) and TONS to do nearby. Overall I was super impressed and when I’m back in Chicago this is the spot I will 100% come back to. For the space, location, and dog friendliness, you really cannot beat it. Breakfast was included and included the basics like eggs, sausage, potatoes, yogurt, toast, etc. Pet fee covered both dogs at a flat $75. This was also a huge plus because I have been to hotels that charge a pet fee per dog, but this hotel only charges a flat rate. A Also an aside note: yes the valet parking is expensive but it’s actually very comparable to nearby spots and there is unlimited come and go with your car and the valet is 24 hours, so to me it’s worth it vs using another app to park in a garage that you cannot come and go during your stay with.

3 months ago

Stayed at this hotel for 12 days, and we just loved. That was me, husband and 13yo son. The room is very spacious, clean, it has a king bem and a sofa bed. They also have a small kitchen with everything you need, and provide dish soap. The bathroom is good. They don’t clean the room every day, but they come to change the towels and take out the trash. The breakfast was good, scrambled eggs, breakfast potatoes and bacon, or turkey sausage are provided. They also have bagels, bread, fruits, juice, yogurt and granola. In the lobby all day the offer coffee and hot water for tea and hot chocolate. |The location is good, many shops near, very close to the 360 Tower. We could go walking to the river. Staff very polite and helpful.

3 months ago