Hilton Garden Inn Chicago Downtown/Magnificent Mile

The views were great and the place was clean and comfortable; however, the front staff, specially Halima was incompetent, rude, and provided poor customer service with short snarky remarks complete with attitude. Needless to stay, we were charged twice for our room, both via prepaid through Hotels.com and again through the hotel. I called back a week later to address the issue and sure enough got Halima again, with the same attitude, minimal explanation, and pointing the blame at Hotels.com stating that I had to contact that party to resolve the issue. This validates that this hotel tolerates poor customer service and hope this issue will be resolved quickly. I cannot recommend friends and families to stay at this hotel if poor customer service is the first welcome before even getting into the room.

Excellent location! The hotel room was very clean. The only issue my family had were the beds/ very bunny and felt loose.

I was a guest at this property last weekend with my two toddlers. Hotel staff called my room two times in the middle of the night. Security came to my door at 5:20am saying they were completing a wellness check because an individual claiming to be my sister was looking for me. The room number was given out to this stranger whom I had never met and still haven’t. Staff never made an attempt to contact me on my personal phone or email which were listed under my reservation. I asked security before departing the next morning were they able to get any of the persons personal information (at least their name) or the camera footage and was told that footage is kept for only 30 days and the police would have to request it. Even though I thoroughly explained that I am not from the state of Illinois, had no idea what this person looked like and felt that the hotel had jeopardized the safety of me and my two toddlers. I have filed a formal complaint against this property the day of my departure and they have yet to contact me. Don’t stay here the staff is trained to give strangers your personal info and security treats you like nothing.

The hotel was really nice & updated. It was really busy and lots of kids but we did stay during spring break. I didn’t know the rooms started on the 12th floor. Definitely should know that when booking! Would have preferred to stay on a lower level.

Staff is great and very accommodating. The hotel was just okay. Our thermostat was broken and the shower dial was broken and auto switched to the hottest temps. The breakfast we paid to be included in our stay was not for all parties but just two adults and that was not explained in the Expedia booking. The hotel would not extend the vouchers to our children and blamed it on us booking with Expedia and not directly with the hotel. Also, the Webber grill staff looked annoyed that we had vouchers for breakfast so that took the excitement out of our “included” breakfast.

Not a bad place to stay. Very disappointed that the pool was closed. We chose this hotel because of the pool for our kids. It would have been nice if they had put that information on their site. We would have picked another hotel for our kids.

Only one elevator out of 4 was working. They are not updated like most hotels, especially for the price. The pillows were so uncomfortable and flat. I had two rooms the keys didn’t work had to go back to get keys twice. It was but a great experience for me as the adult but my kids had fun and it’s family friendly.

The hotel's location is superb, with close proximity to the casino, restaurants, and shopping options. The property boasts a modern and updated interior. The elevators operate efficiently, ensuring no long waiting times. During check-in, we were informed that a $100 per day hold would be placed on our credit card for incidentals, in addition to the room's total cost. One minor inconvenience is the absence of automatic doors, which made entering the building with luggage a bit challenging. The alternative option, revolving doors, is available. However, it's worth noting that the main doors are locked around 8 pm, and there isn't an option to use your key card for entry. Instead, you must knock on the door to get the attention of someone at the front desk. In the room, I observed a couple of potential safety concerns. Firstly, the wooden bedframe had protruding corners that posed a risk of shin injuries. Additionally, on the 22nd floor, I noticed that one of the windows was accessible and could be opened. While it didn't open very wide, this could potentially be hazardous, especially if there were a small, curious child present.

Challenge getting clean towels and other room services. We were there for five days nights/four days. Requested last checkout and was told three different answers and charges. Traveling with family and have a late flight out. They would only accommodate one room for a late checkout saying they were too busy. Felt underserved at that point.

The Hotel was reasonably priced for its location. The room was spacious clean and had all the necessary amenities. However, the room was a little dark and needed more lighting, especially for applying makeup. We loved our front desk receptionist; Alexis was exceptionally friendly, considerate, kind, caring, knowledgeable of Chicago, and helpful. She always had a smile on her face and took the time to answer all our questions and concerns. She went above and beyond every time. We enjoyed our stay and would refer to friends and family.