First off, the positives. As one expects from a Fairmont, the customer service at this hotel is excellent. I needed two things printed even though the business center at the hotel was closed, and Alexander McAndrew at the front desk kindly asked me to email them to him and printed them within a couple minutes. The lobby and restaurant at the hotel are nicely appointed, and the food in the restaurant (while not cheap) was surprisingly creative and well-prepared. The hotel's location is perfect for personal or business travel in Chicago.
At the same time, however, I found the rooms themselves to be underwhelming. We had a large group, so I got to see both a suite and a deluxe room. While both had fabulous views of the city, furniture was drab and lacked personality. The bureau in my room was made of particle board and very worn. It looked more like furniture one might expect to see at a Red Roof Inn than at the Fairmont. The white bedspread in my room had a vague stain on the side of it, which the hotel had obviously tried to remove without complete success. Bathroom fixtures were quite dated.
It seems like the hotel's staff are doing the best they can with what they have, but Fairmont is one of the world's great luxury brands. In my view, this hotel's current physical plant falls below Fairmont standards.
