Embassy Suites by Hilton Chicago Downtown Magnificent Mile

The place to stay while in Chicago!! Absolutely amazing service at this hotel. I am a current Gold, previous Diamond and this hotel treats everyone as if they were a diamond member!! Yes us member who hold a status might gent little things free or upgraded but the actual interaction with all guest is truly amazing. Even as a status member I never felt like in the moment I was the most important person in the room, and I’ve stayed at 100s of hiltons across the country. This hotel and its staff team just hit #1 on my list for customer experience!! You will not be disappointed choosing this place as your, home away from home in Chicago. Erin and Lynette among other amazing staff!!

Make and exemplifies great customer service! I have just arrived at Embassy Suites and I was checked in by the nicest guy, Makrand. He was gracious, kind and polite despite the fact that I kept calling him the wrong name. I thought I read the name on his name tag correctly and i proceeded to call him by a name that was not his … over and over. The kindness that this gentleman displayed was beyond professional. In a world where people are blasted for their mistakes, I am thankful and humbled by his grace and professionalism. This man needs a raise!!! I thought customer service was dead and apparently it is not. The ES Chicago has exceptional service and just good old fashioned manners. Keep hiring guys like Makrand! Thank you

Great Place to Stay! We were very happy with our stay at this hotel. The staff members were very friendly from the moment we arrived until the moment we left. If we ever needed anything someone was always happy to help. The made-to-order breakfast was spectacular and the evening reception was delightful. The room was very comfortable and we loved our view of the city. It was an excellent location for everything we did (riverwalk, Magnificent Mile, Navy Pier, and Millennium Park. This was a very people friendly hotel and we would definitely stay here again!

Amazing stay!! Went with our family for a fun trip to Chicago and can not say enough about Mariangeli!! She was so attentive to our needs at breakfast with a smile on her face and a pep in her step! She also seemed to anticipated the needs of others without even being asked-which is amazing!! Truly an an asset to your business!!

Embassy Suites leaves a lot to be desired Here are some quick pros and cons of our stay. You can read further for more detail. Pros: Excellent location "Affordable" overnight parking Fast elevators Numerous options during complimentary breakfast Complimentary evening cocktail reception Narrow but good size pool Cons: Difficult to find arrival entrance/drop off spot Slow/Poor customer service at registration/bellhop Suite room walls are VERY thin Sofa pullout bed is extremely uncomfortable We arrived for a 3 night stay on July 16. This was only my third time ever driving into downtown Chicago in the past 25 or so years, so I am not used to the traffic. We used Google Maps to navigate our entire trip. Upon arrival, we could not find the location for hotel check-in. There were no signs anywhere that we could find. My wife finally went into the building and had to ask a few random people before finally getting direction. (Note: There is a desk inside that lobby, but it was not staffed. You have to take an elevator up to the Sky Lobby to get to hotel registration. We did not know any of this prior to our arrival.) We learned there is a check-in entrance off Illinois Street before the parking garage. Unless you know what you are looking for you wouldn't notice it. I've included two pictures from Illinois Street. There is a small "Embassy Suites" logo sign which is obstructed by a tree on Illinois. The only other sign to indicate it is the entrance is located immediately as you pull into the driveway. This hotel could do a better job providing guests with context both online/via email and at street level. There were no employees at the downstairs desk to assist us with our luggage, so I proceeded to the Sky Lobby while my wife and daughter waited in the car. I had completed a digital check in, but I still needed to arrange for overnight parking. I spent 40 minutes in line to speak with a guest relations person. Per the website, check-in is at 4:00pm local time. By the time we figured out where to go it was probably about 4:30pm. There was exactly ONE person working at the desk at a time when numerous guests were lined up waiting for assistance. One guest was checking in numerous rooms. Another guest spoke little to no English. Both caused very long delays in addition to the regular guests who had to check-in. As I was standing in line at registration, I received a text from Stephanie asking how my stay way. Ironically, I believe she ended up coming to registration to help out after I notified her about the issues guests were experiencing. She apologized and told us this was one of their busiest times. In that case, I don't understand then why there was ONE worker at registration. There were mornings where we saw 3-4 employees at registration. Needless to say, the start of our vacation was off to a poor start. There are four (4) elevators in the Sky Lobby. We never had a problem getting one. They are fast, convenient and offer a nice view of the city skyline as you climb up to your floor. We stayed on the 14th floor (room 1435). It was a city view room. I have included images of our suite and the view. Here are some of my thoughts about the suite: The walls are PAPER thin. If you are in the bedroom and someone is making noise in the neighboring suites chances are you will almost certainly hear it. There was one night around 11:30pm-12:00am as my wife and daughter were trying to sleep where my wife could hear yelling and cursing coming from the neighboring room. She came and asked me to listen. I heard a man yelling and repeating expletives along with a thump against our shared wall. It was concerning enough that I had to call down to the front desk. I was told security would be sent up to the gym. I waited up for a little bit, but I never saw anyone come up. We could also hear conversations through the walls during the day, but it's most concerning at night when you're trying to sleep. Additionally, if you do select a city view room realize you will likely hear the constant noise of life in Chicago. Ambulances, fire trucks, and general traffic could be heard at all hours. It isn't terrible - at least from the 14th floor - but I want you to understand that is part of being in downtown Chicago. If you've ever wondered what it's like to spend the night in jail, I imagine the sofa bed will give you a general idea. The mattress is about as thick as the glass at The Ledge at Skydeck Chicago. There is a support bar for the frame that runs where my upper back/chest were. Oh and I found a random package of jelly from breakfast under the couch. I dare not even guess how long it had been there. The only positive is the blanket they provide was warm and comfortable. We had a king size bed which my wife and daughter slept in. It was much more comfortable than the sofa bed from what I am told. There was plenty of adequate dresser drawers and closet space along with hangars. The bathroom offered plenty of counter space, but there were obvious signs of wear and tear. The grip rail in the bathtub was coming loose off the wall. The toilet flush handle seemed like it was about to come off. And part of the shower curtain hooks were broken. The mini-fridge was a good size to hold several drinks and leftovers. There is a microwave but we did not use it. Housekeeping was attentive to our needs, but they never came at a good time. On our first full day, we came back to the hotel after lunch around 1:00pm to find our room had not been attended to. We were relaxing for a bit before going back out for the evening when someone came to our room around 3:30-3:45. I just asked for towels because we were about to get ready for the evening. The next day housekeeping was working in a room about 3-4 doors down when we left for the morning, but we returned again around 1:30pm to find our room was not cleaned. We went out to lunch and upon return around 3:30-4:00pm someone was finishing up in our room. I'm not sure if this is a common timeframe for guests, but you might want to consider being "out" during the mid-afternoon. The breakfast and evening reception are both held in the Sky Lobby. They give you tickets for both. It was extremely hit or miss when someone was there to check your ticket during breakfast. There are also numerous other ways to get into the seating area bypassing the process altogether, so I'm not quite sure why they bother. There isn't a lot of seating, so if you go to breakfast during the busier hours be prepared to spend time looking for a seat or just take your food back to your room. The food options are decent, but the quality was hit or miss. There were pancakes, scrambled eggs, bacon, and sausage links. Some mornings those items were warm and others they were "cold". There was also fresh fruit (apples, oranges, melon). They do offer made-to-order omelettes if you're prepared to wait. I think my wife spent about 10 minutes in line one morning. There are also muffins, breads, bagels, English muffins, toast, cereal, and oatmeal. The beverage options included Coke products, various juices, milk, and coffee. The cups they provide for drinks are extremely small. If you don't have your own travel cup (we didn't bring one), you're better off getting a paper cup for coffee and using it if you want juice or a soft drink. We didn't utilize the evening reception as much as I would have liked given our schedule. My wife got drinks (amaretto sour) on our first night and last night there. She said it was one of the best she'd had, so kudos to the bartenders. I'm not sure what kind of snacks they provide at evening reception other than she grabbed some pretzel bites and nacho cheese (which was extremely cold) on the first night, but I know there was a wide variety of snacks from what I saw from other guests. My daughter and I visited the pool on the final day of our stay. It goes from 3 feet to 5 feet. It is long but narrow. If multiple families are trying to enjoy the shallow end with young children, it can be difficult because other guests want to swim. The hotel provides plenty of towels in the pool area, so you don't need to bring your own or any from your room. We have stayed at numerous Embassy Suites and are finding the quality level is going down. This hotel is in a great location as it was only about a 10-15 minute to Navy Pier and pretty much anywhere on Michigan Avenue. It will be tough to find a more reasonable overnight parking rate ($55.00/night) if you're driving. I would consider staying here again, but I wouldn't rule out other Hilton brands that are also downtown and comparable at price.