The Gwen, a Luxury Collection Hotel, Michigan Avenue Chicago

Scott and Hannah took great care of us. They were so attentive and kind. Scott really helped us out to get our group seated outside. It was so great to come back to our hometown and have this experience with our friends. Thank you for your extra efforts to make it all work. We’re so thankful. And we’ll be back again!

Had such a great experience at the Gwn. As soon as we walked in to check-in we were greeted by Luigi and Anthony at the front desk, they made sure to accommodate us and went above and beyond.

We booked a reservation for 7 for a friends birthday and had an amazing experience! Our hostess, Judie, was great and welcoming from the start and had us seated immediately, even after we were a few minutes late. Scott later offered us to switch to a table outside which worked out great for our group! Our server Kayla was great and prompt with service and so personable!

Great stay at The Gwen. We arrived as a group of seven with three rooms booked, and Luigi at the front desk went out of his way to get two of our rooms ready by 11 AM so we could settle in early. After a morning of travel with kids and grandparents, that made a real difference. Friendly, warm, and genuinely helpful — thank you, Luigi!

It pains me to give a negative review as I had such high expectations based on reviews on here. Sadly, we did not have that experience. Starting with the positives: The Gwen’s location is excellent for a visit to Chicago. Luigi was so friendly and helpful when we checked in and offered to assist with anything we needed. Ramon was able to secure a prime seating dinner reservation for us.
Now, here is where they are lacking:
It’s not easy to get in/out of the hotel. You’re constantly having to navigate multiple elevators and exits. My other big frustration was the air conditioning. I called the front desk and they sent a repairman. He agreed that it wasn’t working and said that he fixed it. When we got back from dinner, the room was even warmer than before. I called the front desk and they offered to give us a new room but I had to go down and get the new keys. While there, the lady at the desk made an off handed comment that room temperature was a “personal preference” and was sorry I wasn’t happy. Really??? For $800 a night, I don’t want to sweat in my hotel room. When we got to our new room, it was much smaller and clearly not the level of room that we booked and paid for. At that point, we were exhausted from our day of travel and didn’t want to argue. The air conditioning worked and we crashed. As many times as we have visited Chicago, there are better hotels in this price point.

Sana was amazing and extremely helpful. One of our best trips. Sana was great.

The Gwen is all about customer service from the first moment. Sana at the front desk was warm and helpful including personally updating my reservation since my flight was delayed. Making sure we could begin relaxing on the beautiful terrace restaurant after a day of travel.

I read that this hotel had been ranked in the Top 10 for North America in a previous year's Conde Nast Reader Awards, which is why I ultimately chose it ... although earning Marriott rewards helped. My stay was very good here ... The staff were among the best I've ever encountered at a hotel ... although I have to admit, I am a little shocked by the ranking. I mean it's a nice hotel ... but I've stayed in much nicer Luxury Collection properties before. Not sure this would even crack my Top 20 in North America but it was a great stay.

The location couldn't be better ... everything is very walkable and there are tons of great restaurants and shopping nearby. In 20 minutes, you can walk to the beautiful Ohio Beach, which feels more like a Florida beach. This is where we spent most of our time, when not dining or walking around the beautiful city. The area around the hotel felt safer than just about any other big city we've been to and everything is extremely walkable at most hours.

The staff was fantastic and were very flexible with the check in and check out time ... giving us a very late check out so we could enjoy the city before out flight. This is probably one of the best things a hotel can do to keep me coming back as often a late check out makes all the difference in maximizing every moment of your trip. Everyone was extremely friendly and legitimately seemed both interested in my enjoying the stay and also enjoyed working there and it showed.

The room itself was nice ... pretty much like any standard big city Marriott hotel I've stayed at. I don't know that I'd consider it a 'luxurious' room ... but it was very clean and stylish. The bed was very comfortable ... as most Marriott beds are ... and I woke up refreshed each night thanks to the soft mattress and soft pillows. There weren't any 'frills' (no champagne, cake or a card for our anniversary, which we noted on the reservation ... no little snacks in the room ... no slippers, etc.) However, there was a lot of very well laid out storage space and the mini fridge cooled our drinks that we bought.

The bathroom was nice ... with a separate bathtub and shower. The bathroom was very spacious and laid out well. The only things I didn't love were the water pressure was very weak and I felt a rainfall shower head would have worked better than the rather cheap standard showerhead, which didn't feel very relaxing. For a Luxury Collection hotel, the shower was disappointing. Also, not a fan of Moulton Brown bath products, which are like the 'Olive Garden' of 'fancy' toiletries. I was expecting a better brand collaboration, like Aqua Di Palma or Malin Goetz. The same with the water, the room had 2 bottles of water, which were basically generic bottled distilled water.

The air conditioning also didn't work great. It was 95 degrees in Chicago ... so after walking around we wanted to come back to a nice cold room. The temperature never dropped below 72 degrees, despite our trying to set it for 65 ... which isn't terrible, but we really like to sleep at around 65 degrees on hot nights. We didn't use the blanket at night. Also, we asked for a high floor and were given a room one floor above the outdoor bar/lounge and could hear the music until after midnight.

Other than those small issues ... we enjoyed our stay a lot. From the welcome cookies to the fantastic concierge recommendations for dinner ... the staff was great.

One last thing that made us kind of angry ... they charge a $25 destination fee per night. Nobody told us that included a $12.50 daily food and beverage credit, so we lost out on that. Other than the mystery credit, there was really absolutely zero benefit to the 'destination charge' ... the hotel has no pool, it barely even has a lobby. You can't tell me that you are charging me $25 for wifi, which I'd get free at a Fairfield Inn or a bike rental, which you'd have to be crazy to use in Chicago as we didn't see a single bike. Essentially the destination charge makes the hotel look $25 cheaper but offers zero real value. In fact, few things in the bar/restaurant were under $15, so you'll wind up spending money to use the 'credit'.

Our friends were staying at The Hilton Palmer House for the same price, which was much fancier and ornate in an old fashioned way. However, our room was much, much nicer ... and our area was much nicer/safer. I'm glad we chose The Gwen, even if the 'lobby'/public areas weren't as grand ... our overall experience was much better. We would certainly stay here again.

Working with the very helpful and friendly staff at The Upstairs at the Gwen rooftop bar and restaurant I was able to organize and execute a beautiful proposal for my Fiancée. The outdoor vibes and city skyline view made it a moment we wont ever forget!

Luigi was very helpful from the moment we checked in to checkout. Always smiling and waving. It was a short stay but we’ll definitely be back

Exceptional Afternoon Tea Experience at The Gwen Hotel

Our afternoon tea experience at **The Gwen Hotel** was absolutely wonderful! Our party of nine was welcomed with genuine warmth, and every detail of the experience exceeded our expectations.

A special thank you to **Judie** and our server, **Sarah**, who were both incredibly attentive, professional, and kind throughout our visit. Their hospitality made our gathering feel truly special. I have a food allergy, and without hesitation they arranged for a special sandwich to be made just for me. It was delicious and served with such a warm smile that it made me feel genuinely cared for.

The tea service was beautifully presented, the food was fresh and delicious, and the atmosphere was elegant yet relaxing. From beginning to end, the service was impeccable, and our entire group felt valued and well taken care of.

If you're looking for a memorable afternoon tea experience in Chicago, I highly recommend **The Gwen Hotel**. You truly can't go wrong. Thank you, Judie and Sarah, for making our afternoon so enjoyable—we look forward to returning! 🌸☕🫖

Dr. Shirlyn Garrett

Had an amazing week at the Gwen and can’t wait to go back. The hotel is perfectly located and very nicely designed and blends in perfectly with the Chicago architecture and aesthetic. Lobby has a nice energy to it and good dining options. Service from Ramon at the concierge desk may be the best I’ve ever experienced at any property. He’s a Chicago native whose love for the city shows and he kept our family perfectly scheduled with activities and insider experiences throughout the week. Luigi at the front desk also went out of their way to address all our needs and provide concierge level service. Room was nicely designed and service was smooth and seamless throughout the stay.

Today is my mom’s birthday. We’d done some shopping and wanted a quick drink. Well, she specifically wanted a margarita. The team at Upstairs was phenomenal. Judie found us a place to sit when it was clearly packed and they had reservations. Mayra took 100 pics of me and my mom, and ensured we had good lighting, and Cecil brought my mom the best birthday treat. Overall, this team is thoughtful, kind and accommodating. I’m so grateful to them for a wonderful time. Thank you! Come here if you’re looking for a good atmosphere and great service!

We had the best time at the Gwen! Absolutely loved Judie and Holly!

I loved my experience at The Gwen! It was only my second time in Chicago, and first time on a personal trip. Luigi, the staff member who checked me in, was extremely welcoming and helpful, recommending amazing local places to visit. The location was prime, with shopping and food all around and the train nearby. The room was absolutely gorgeous, clean, and quiet despite being in a popular area. When I visit Chicago again, I would book at The Gwen in a heartbeat!

Marla and Judie were wonderful! Very friendly and great at what they do. Marla even helped me figure out how to get my phone charged that was about to die. And Judie was super on top of handling our large group.

Fantastic location and concierge and staff were excellent. Great for business travel or personal.

Sana at the front desk was absolutely wonderful. She was friendly, professional, and genuinely welcoming from the moment I arrived. She made the check-in process smooth and easy, answered all of my questions with patience, and went above and beyond to ensure I had a great stay. Her kindness, positive attitude, and exceptional customer service made a lasting impression. Thank you, Sana, for making my hotel experience so enjoyable!

Had a problem with my reservation at check in. Sana at the front desk was super helpful and got me checked in very quickly once the issue was resolved!

Lovely luxury hotel. Beautiful spacious room with all the amenities you need. I particularly loved the separate bath and shower. The room and hotel was clean and quiet. I heard no noise at all and was able to have restful sleeps. The restaurant, bar, and room service is convenient. The staff are friendly, helpful, and welcoming. Luigi especially made my birthday feel special, thank you sir! The location is great with restaurants, ships, and things to do in walking distance. Overall it was a wonderful birthday trip and worth the money.