Viceroy Chicago

My weekend trip with my daughter was amazing. The Viceroy team, especially Alison our concierge, made each day something to remember. We will be back soon and will be staying at Viceroy Chicago.

I know everyone probably says this but I'm really not one to leave negative reviews. However, I feel compelled to share our experience at the Viceroy Chicago this past weekend. We chose this hotel as a special treat for our daughters’ first vacation, and while it’s a beautiful property, our stay was unfortunately disappointing given the price point and the caliber of the brand. We called 24 hours ahead to confirm we could check in early (1 p.m. instead of 3 p.m.) since we were traveling from Michigan with two young children-one with medical needs that require frequent bathroom visits and privacy. We were assured it would be “absolutely not a problem.” When we arrived, our room was not ready and the front desk told us there was nothing they could do. We were left to dig through our luggage in the lobby to find our daughter’s supplies and change her in a public bathroom, all while the front desk staff looked annoyed that we seemed confused. When we finally got into our room-well after the original 3 p.m. check-in time-we were placed right next to the elevator. We didn’t think much of it until the middle of the night when a loud humming noise from the elevator kept me awake for hours. The next morning, when I asked about it, the front desk looked at me like I was crazy and told me, “We don’t know of any electrical problems,” and that I’d need to be more specific. I’m not an electrician-I just knew we could barely sleep and hoped for either a solution or the option to move rooms. Other small but frustrating issues continued: - We asked to sit outside at the restaurant on our last night (the sun was out at the time, though there was a chance of rain) and were told no, despite other guests being seated outside right in front of us. A short while later, multiple groups were seated outdoors with no issue. - The rooftop pool ran out of towels, and when I asked if more could be brought up, I received a visible eye roll from an employee. - On the 18th-floor bar, I sat down and was handed a menu without a single word or greeting before paying $20 for a cocktail. I want to be clear that not all staff were this way. Antonio, the bellhop, was absolutely wonderful! He was warm, kind, and always greeting us with a smile. He truly went above and beyond to make us feel welcome. The housekeeping staff was also exceptional-helpful, accommodating, and thorough. But overall, the front-of-house service fell far short of what I expected at a hotel of this price point. We often felt like we were an inconvenience, and at times I couldn’t help but wonder if having two young children played a role in the way we were treated. For the amount we paid, that was really disheartening. We had been so excited to make this a special first vacation for our girls, and it’s unfortunate to leave with these frustrations. I truly hope management can address these gaps because the hotel has so much potential. With more consistency in guest care, this could be the kind of stay that