Hilton Palmer House

Chicago, USA

The hotel

This famous Chicago hotel combines modern comfort with over 140 years of elegance and service. There are plenty of amenities on site to tempt you, including Lockwood Restaurant, Potters Lounge and the lobby bar, an indoor heated swimming pool and full fitness centre. It's also set in the heart of the Chicago Loop, providing easy access to the almost endless attractions Chicago has to offer. Rooms are very comfortable indeed with every convenience you can think of to make this a real home from home!

Amenities

  • Bar
  • Spa
  • Swimming Pool
  • Room Service
  • Internet Access
  • Close to City Centre
  • Restaurant

Where is it

In the heart of the Chicago Loop with easy access to the Magnificent Mile, Millennium Park, Navy Pier and Grant Park. Transfer time from O'Hare International Airport: 50 minutes.

Hotel information

1,641 rooms on 23 floors in 1 building with 11 lifts. All with air-conditioning, satellite TV, high-speed Internet access*, radio, alarm clock with MP3 connectivity, safe, iron and board, hairdryer and Hilton's Serenity Dreams bed. Hip & Historic Rooms have 1 double bed, 1 king-size bed or 2 double beds, sleeping maximum 4 adults or 2 adults and 2 children.

Business Class Rooms are larger and have 1 king-size bed or 2 double beds, sleeping maximum 4 adults or 2 adults and 2 children.

Executive Rooms are recently renovated and are located on the Executive Floor. Also included is access to the Executive Lounge with complimentary breakfast, evening hors d'oeuvres, non-alcoholic beverages and snacks, with 1 king-size bed or 2 double beds, sleeping maximum 4 adults or 2 adults and 2 children.

Executive Rooms with 2 Baths are as above, but have 2 bathrooms.

Hip & Historic Suites are spacious 1-bedroom suites with wet bar, dining area and living area, with 1 king-size bed, sleeping maximum 2 adults.

Lockwood Restaurant (American cuisine, open for breakfast, lunch and dinner). Potter's Chicago Burger Bar. Afternoon tea*. Health club with 24-hour fitness centre, eucalyptus steam room, heated indoor swimming pool and whirlpool. The Spa at Palmer House*. Room service*. Laundry service*. Self-parking $55 plus tax, per day (payable locally, subject to change).

*Denotes local charge.

Rating summary

  • Location Image of the Tripadvisor rating
  • Sleep Quality Image of the Tripadvisor rating
  • Rooms Image of the Tripadvisor rating
  • Service Image of the Tripadvisor rating
  • Value Image of the Tripadvisor rating
  • Cleanliness Image of the Tripadvisor rating

Traveller rating

  • Excellent (4210)
  • Very good (3631)
  • Average (1829)
  • Poor (900)
  • Terrible (506)
Image of the Tripadvisor rating As usual, unique space and terrific staff

Mar 23, 2020 winterterm

We stayed for two nights over St. Patrick's Day weekend. The city was very quiet, and the hotel was also. The staffer at registration booked us into a perfectly fine but pretty ordinary room. The chance came up to ask about a transfer to one of the more unique rooms -- there are many in this hotel -- and like that, it was done. Lobby bar was… Read more
We stayed for two nights over St. Patrick's Day weekend. The city was very quiet, and the hotel was also. The staffer at registration booked us into a perfectly fine but pretty ordinary room. The chance came up to ask about a transfer to one of the more unique rooms -- there are many in this hotel -- and like that, it was done. Lobby bar was peaceful for a really pleasant winding down after long walks around the city and at the lake. I did not get the names of the people on staff who so professionally helped us switch rooms -- but if management happens to read this, they were working late morning on Saturday, March 16 -- and they made the difference between a four-star and a five-star review. Read less
Image of the Tripadvisor rating Average except the lobby

Mar 20, 2020 ShelleyOC88 Billericay, United Kingdom

So don’t get me wrong the lobby and the interior of the ground floor is beautiful and definitely has the wow factor. But you don’t have to stay there to see or experience it! We stayed here as part of my husbands 50th birthday and it was a big disappointment. Check in was a drag and a bit of a mess. When we eventually got up to our room, which… Read more
So don’t get me wrong the lobby and the interior of the ground floor is beautiful and definitely has the wow factor. But you don’t have to stay there to see or experience it! We stayed here as part of my husbands 50th birthday and it was a big disappointment. Check in was a drag and a bit of a mess. When we eventually got up to our room, which was a trek to walk around and find on the floor, it was huge. Bed was huge, seating area, tv, walk in closet - but the bathroom was rather small compared. The shower was quiet pathetic and there was no side space to put anything in the bathroom. There was no coffee or tea making kits in the room either - which was shocking. I had very uncomfortable nights sleeps too, although bed was huge very lumpy. Also got woken up at 7.30am one morning as there was builders doing up another room. No notice given to us or ‘excuse our dust’. No warning. Just a very rude awakening by drills and other noice. When we ventured out of our room, there were never any staff around to help us. For example, we waiting around and tried to find someone on or near the concierge desk for a map for 15mins. I ended up leaning over and trying to find one myself! Although location was perfect for the main attractions of Chicago, all walking distance, I would not stay here again. For the price we paid and the experience we got. Very disappointed! Read less
Image of the Tripadvisor rating Palmer House - Chicago

Mar 17, 2020 willisrljr Rock Hill, South Carolina

This hotel was very clean and has a lot of character. Location is great. Amenities are great for the cost. My room was near the train which I could hear as I fell asleep, but it didn't bother me. Very comfortable, and friendly staff. Highly recommend.
Image of the Tripadvisor rating Looks and feels very grand but actually good value

Mar 15, 2020 barnaclemark Bristol, United Kingdom

We were very pleasantly surprised by how stylish and old fashioned (in a good way) the Palmer House seemed when we first walked in. Genuinely welcoming staff ushered us in and directed us to the check in desk and as the full splendour of the lobby ceiling rose up before us we were taken aback by the grand glamour of the place. Desk staff were… Read more
We were very pleasantly surprised by how stylish and old fashioned (in a good way) the Palmer House seemed when we first walked in. Genuinely welcoming staff ushered us in and directed us to the check in desk and as the full splendour of the lobby ceiling rose up before us we were taken aback by the grand glamour of the place. Desk staff were professional and efficient, our room was well oppointed and the bed was a generous size and very comfortable. Linen, towels and bathrobes were all fresh and perfectly laundered. All in all we had a very pleasant stay and the hotel was how you imagine hotels used to be so we were very pleasantly surprised to find that some still are and at a very fair price. Read less
Image of the Tripadvisor rating Don’t be fooled by the fancy exterior and lobby...

Mar 15, 2020 monicadawn5 Tullahoma, Tennessee

This is a very long review, but I wanted to warn others because this is by far the worst hotel staff we’ve ever experienced. We should have listened to all of the negative reviews on TripAdvisor. The feeling of being in an upscale hotel ends the second that you talk to an employee. If you have any problems during your stay, DO NOT expect to have… Read more
This is a very long review, but I wanted to warn others because this is by far the worst hotel staff we’ve ever experienced. We should have listened to all of the negative reviews on TripAdvisor. The feeling of being in an upscale hotel ends the second that you talk to an employee. If you have any problems during your stay, DO NOT expect to have it taken care of without an attitude. The employee attitudes started well before we even arrived at The Palmer House. We had reservations for the weekend before St. Patrick’s Day, which is normally a very busy weekend in Chicago, but with the outbreak of the Coronavirus the city postponed the parades and dyeing of the river. After this news, I called the hotel on Wednesday to see if they would be waiving the cancellation fee or extending the dates to cancel (due to the events, the room needed to be cancelled by 12AM on Tuesday instead of the normal 24 or 48 hours before check-in). The lady I talked to gave me a very rude, “you can cancel, but you will be charged one nights stay.” I guess I shouldn’t have expected The Palmer House to care that the city’s events were being postponed, but with the President, Illinois Governor, and Chicago Mayor all encouraging people to stay home, she could’ve been empathetic and understanding of why we would be a little scared to come. I asked to speak to a manager, and she resisted stating that she was a floor manager. I continued to ask to speak to her manager, and I was then transferred to a lady that was even ruder that confirmed if we canceled, we would be charged. She made no attempt to let us change our reservation to a later time. A few hours later I received an email from Hilton saying that due to the Coronavirus, all reservations could be cancelled within 24 hours of arrival. I’m assuming this memo from corporate didn’t make it to the management at The Palmer House? Since we’re young with no underlying health issues, and not wanting to be charged without even staying there, we decided to still make the trip. We were not going to let a couple of rude managers ruin our weekend. We would just take extra precautions and try to be as careful as possible. Upon arrival, the hotel was a ghost town. This did not stop the front desk attendant from trying to persuade us to pay to upgrade our room to a bigger, better one. As a Hilton Honors member, I have been upgraded for free when rooms are available at other hotels. After we refused, his entire demeanor changed toward us. We just found this kind of cold and cheesy at such a nice hotel. Our room was very small with a full bed, but since we were only going to be sleeping and showering there, it didn’t bother us. What did bother us is the bed only had three pillows and very few towels. I guess we should’ve paid for that upgrade to get four pillows and more towels! Also note in the rooms there is no fridge, microwave, or coffee maker. Instead there’s only a minibar. Which again, felt kind of cheesy. It seems that everything at The Palmer House is an extra fee. The food items on top of our minibar were covered in dust, so it doesn’t appear to be a very popular option with guests. Saturday morning we were woken up at around 8AM by someone trying to open our door. When we got up to check what was going on, it was housekeeping, but she did not knock or announce herself. It just sounded like someone trying to break in. We were “lucky” her key didn’t work, or she would’ve have barged in on us sleeping. She apologized, and we proceeded to get up and get ready. About an hour later, she does the same thing, no knocking or announcing herself, just trying to use her key to get in. We obviously started to feel very uncomfortable. As we were leaving our room for lunch, we stopped and asked this same housekeeper for a few extra towels. Instead of just giving us the towels, she argues that we’re suppose to be checking out today. I said no, our reservation is until Sunday. She continues to argue until I pull up our reservation on the Hilton app and show her. Who knew getting extra towels would be such an ordeal! When we went back to the room to put the towels away, our keys would not let us in. We went to the front desk to have them reset, and tried them again with no luck. After the towel argument and the failed keys, we were running late for our lunch reservation. The housekeeper offered to call maintenance, but since we were so late, we decided to go talk to someone at the front desk and have them send maintenance up while we were gone instead of waiting. When we went to the front desk, we were told that they would not fix it without us being present, and we should go back to our room and wait. She never offered for someone to fix it at a more convenient time for us. At this point we were very late and starting to lose patience. I explained to her that we had plans and did not come to Chicago to wait in the hallway all afternoon. She said she would make a call to see what they could do, but instead goes over and starts whispering with another employee, then makes this phone call. When she comes back, she tells us that they can make an exception for us. It would be fixed by the time we came back. Finally we were able to go on with our day! While we were out I received a text asking, “How is your stay at Palmer House going so far? Please reply back with a 1-10 (10 being excellent). Have a great day!” When I replied back about the lock and asking if it had been fixed, I did not receive an answer. I had a feeling that nothing had been done, so we decided to cut our day a little short and head back to the hotel to check it out and make sure we had plenty of time to get this resolved before our dinner reservation. When we went to the front desk they had no record of the issue and maintenance had not been sent to our room. The lady at the front desk was very apologetic and kindly said she would send someone right up. Maintenance arrived within minutes, and he was also very friendly. The helpful afternoon staff was exactly what you would expect from a Hilton hotel, and we were very grateful to not be met with attitude for once! After this ordeal, I would not recommend staying at The Palmer House. I understand problems will happen, but the staff seemed to go out of their way to make things more difficult instead of being helpful. It’s an odd mix of what appears to be an upscale hotel with the staff of what I would expect at a shady, rundown motel. We will not be returning. Read less