Ratings based on 1,856 Verified Reviews
4.6 Room cleanliness
4.5 Service & staff
4.6 Room comfort
4.5 Hotel condition
Expedia Verified Reviews
by A verified traveler
Posted 2 Jun 2024
Good
Comment from Hotel Management
3 Jun 2024 by Alexandra Gross, Hotel Management
We are so happy you enjoyed your stay with us. We hope to welcome you back in the near future.
by A verified traveler
Posted 1 Jun 2024
Disappointing Check-In Experience with Unprofessional Staff!!!
I recently stayed at The Royal Sonesta Chicago Downtown Hotel and had a very disappointing check-in experience, which set a negative tone for my entire stay.
The duty manager named Miss Kayshell in particular, was unprofessional and lacked basic courtesy. She seemed irritated by my questions and offered no solutions. Her attitude was condescending, and she made no effort to expedite the process or make me feel valued as a guest.
The front desk employee named Miss Diamond was equally unhelpful. She appeared to be poorly trained and lacked the knowledge necessary to handle even simple requests.
There is only one good thing happened and that was a front desk lady named Alex who was truly a gem of a person she not only acknowledged our concerns and disappointment but also tried to resolve within her own capacity. Thank you Alex
Overall, the lack of professionalism and basic customer service skills displayed by both the duty manager and the other front desk employee was unacceptable. This experience left me feeling unwelcome and frustrated, and it significantly marred my stay at the hotel. I hope the management takes serious steps to address these issues and improve their staff training and customer service standards.
Until then, I cannot recommend this hotel to anyone looking for a pleasant and hassle-free stay.
Comment from Hotel Management
2 Jun 2024 by Hotel Management, Hotel Management
Thank you for taking the time to share your feedback regarding your experience with Royal Sonesta Chicago Downtown. Your comments are important to us, as they provide us an opportunity to better serve you.I deeply regret that we were not able to meet your expectations and understand your frustrations with not being provided quality customer service. To me, it is unacceptable that you were treated in this manner and I would love the opportunity to make it up to you. The next time your travels bring you to Chicago, please feel free to contact me directly so I can ensure we exceed your expectations and provide you with a quality stay that you deserve.
by A verified traveler
Posted 31 May 2024
Great customer service!
Comment from Hotel Management
1 Jun 2024 by Alexandra Gross, Hotel Management
We are so glad to hear you enjoyed your stay with us. We hope to welcome you back in the near future.
by A verified traveler
Posted 30 May 2024
The property is undoubtly great but Disappointing Check-In Experience with Unprofessional Staff!!!
I recently stayed at The Royal Sonesta Chicago Downtown Hotel and had a very disappointing check-in experience, which set a negative tone for my entire stay.
The duty manager named Miss Kayshell in particular, was unprofessional and lacked basic courtesy. She seemed irritated by my questions and offered no solutions. Her attitude was condescending, and she made no effort to expedite the process or make me feel valued as a guest.
The front desk employee named Miss Diamond was equally unhelpful. She appeared to be poorly trained and lacked the knowledge necessary to handle even simple requests.
There is only one good thing happened and that was a front desk lady named Alex who was truly a gem of a person she not only acknowledged our concerns and disappointment but also tried to resolve within her own capacity. Thank you Alex
Overall, the lack of professionalism and basic customer service skills displayed by both the duty manager and the other front desk employee was unacceptable. This experience left me feeling unwelcome and frustrated, and it significantly marred my stay at the hotel. I hope the management takes serious steps to address this issue and improve their staff training and customer service standards.
Until then, I cannot recommend this hotel to anyone looking for a pleasant and hassle-free stay.
Comment from Hotel Management
2 Jun 2024 by Hotel Management, Hotel Management
Thank you for taking the time to share your feedback regarding your experience with Royal Sonesta Chicago Downtown. Your comments are important to us, as they provide us an opportunity to better serve you.I deeply regret that we were not able to meet your expectations and understand your frustrations with not being provided quality customer service. To me, it is unacceptable that you were treated in this manner and I would love the opportunity to make it up to you. The next time your travels bring you to Chicago, please feel free to contact me directly so I can ensure we exceed your expectations and provide you with a quality stay that you deserve.
by A verified traveler
Posted 29 May 2024
Liked the property overall and where it was located. Staff were friendly and overall super satisfied
Comment from Hotel Management
31 May 2024 by Alexandra Gross, Hotel Management
We are happy to hear you enjoyed your stay. We hope to welcome you back in the near future.
by A verified traveler
Posted 29 May 2024
The staff was *amazing.* I was celebrating my boyfriend’s birthday. They made us feel SO at home and welcome.
Comment from Hotel Management
29 May 2024 by Alexandra Gross, Hotel Management
We are so happy we were able to make your stay special for your boyfriends birthday. We hope to welcome you back soon!
by A verified traveler
Posted 28 May 2024
Amazing staff & great location. The best stay ever!!!
Comment from Hotel Management
29 May 2024 by Alexandra Gross, Hotel Management
We are so glad you enjoyed your stay and the staff was great. We hope to welcome you back soon!
by A verified traveler
Posted 28 May 2024
Beautiful hotel in a fantastic location! Great staff, very warm and friendly
Comment from Hotel Management
29 May 2024 by Alexandra Gross, Hotel Management
We are so happy to hear you enjoyed your stay with us. We hope to welcome you back soon!
by A verified traveler
Posted 27 May 2024
Really nice room, clean and convenient
Comment from Hotel Management
29 May 2024 by Alexandra Gross, Hotel Management
We are so happy to hear you enjoyed your stay with us. We hope to welcome you back soon!
by A verified traveler
Posted 27 May 2024
We received an upgrade to a river view room on a very high floor. Couldn’t be happier! The room is modern and clean. The view is spectacular. It is probably the most beautiful view you could get compared to other hotels along the river. All level of staff are amazing! We will definitely stay at Sonesta Downtown again.
Comment from Hotel Management
29 May 2024 by Alexandra Gross, Hotel Management
We are so happy to hear you enjoyed your stay with us. Thank you for providing us with the positive feedback. We hope to welcome you back soon!
