Very nice, classy hotel. All of the staff is friendly and helpful.
The rooms are clean, large and comfortable. Nice location.
You must eat at Sullivan's when here - it is only a block away.
I would stay here again in an instant.

I stay at Starwood properties constantly. I used to love the service, and I am one of those model customers - stay 30+ times per year, never complain, etc., but things are progressively deteriorating. My recent problems at the Westin River North are small, but continue the downward trend.

1. After staying at Starwood properties for close to 30 nights, I tried to use my points to book a personal stay - only to discover I had none. According to "customer service" all of my points were going to an airline, and they claimed I had authorized this. I asked for proof - a signed paper, an email form, anything - but they refused to provide any, and refused to give me my points back.

2. I originally was upgraded to a concierge level at every stay - once I corrected their mistake on the airline and began collecting actual Starwood points for real, those upgrades stopped. At the West River North, I was dropped down to the preferred level, and then to the regular level. For some reason, I stopped receiving the benefits that I had supposedly earned as a regular customer - free water, free internet, free health club access - all gone.

3. When I went to Westin's front desk to let them know about minor housekeeping issues - i.e., I didn't get a bottle of water, the soap was thrown away each night, and someone's used hair tie went from the floor into my back of hair supplies (ick). I was pretty nice about it - just "here's an FYI for your housekeeping staff." The attendant's response was to roll her eyes, tell me the water was the mini-bar's responsibility, and ask why I was complaining about the soap being thrown away. I had to ask whether they had ever heard of the environment in Chicago

For those of you who wonder, take 100 rooms * 2 bars of soap per night * 365 days per year * the number of hotels in Chicago, and ask yourself if you want that in your water supply. I've stayed in hotels (including the Westin) enough to know they usually don't throw away the soap if the same person stays in the room.

These aren't huge, and wouldn't be worth noting for a $100/night place. But given the obscene prices, and given the competition for valuable regular customers - surely they can do better?

We were there in July on business. Room was well appointed being on the club level. While non-smoking I did notice a faint smell obviously from the previous visitor. Great location on the river and a very good breakfast served each day in the restaurant. I would stay there again.

This is a nice Westin in a good location. Easy walk to all that you want to do, yet quiet (for Chicago). Our room was clean, well appointed and had a nice view of the river. Service was average.