I stayed at the Four Points from February 6th through 9th 2012. My experience is based off of business travel so although the location was great, I booked the room for the added perks of breakfast and internet included in my room rate through my corporate travel company.
I traveled with a colleague and her booking was supposed to be exactly the same as mine. When we checked –in, my reservation did not include the breakfast and my fellow traveler’s reservation did. When I inquired with the Front Desk Supervisor, she offered no explanation other than, “you have different room types”. I asked her the price difference with the thought that if it a reasonable amount, I would just pay the extra fee and not worry about it. But she refused to even tell me the amount. She refused to acknowledge the issue I was facing and told me that I had to speak to the Sales Manager in the morning at 9 AM. I was there for business so obviously settling an issue the following morning regarding breakfast was not appropriate.

At this point, I was not so concerned with my reservation booking or issue with breakfast; I was concerned with the demeanor of the Front Desk Supervisor. I immediately called American Express Travel and had them deal with the situation on my behalf.

The following morning, AMEX was able to get my issue resolved and left me a voice message explaining that I could pick up my vouchers for breakfast at the front desk. When I arrived at the front desk after working the entire day, I was told by the same Front Desk Manager that she had no idea what I was referring to. I literally had to play the voice message that was left to me by the AMEX travel agent in order for her to simply take keys out of her pocket and hand me some generic cards for breakfast. All this fuss and she had the power to make the decision from the very beginning.

My entire experience at this hotel was marred by the surly attitude of this desk manager. I will never stay here again due to the poor customer service I received. If this the type of service a Manager gives I’m afraid of what a regular associate is trained to give. Please provide this individual with proper training on how to treat customers that have questions or issues.

Very disappointed with this experience and I will never stay here again.

Stayed here for a week in January. The location is great, a block off Michigan Avenue, so you have great access to the "Magnificent Mile" without the noise and bustle of being right on the strip. Excellent restaurants and shopping are nearby. The room was very clean and quiet. Best of all, the staff was uniformly pleasant and competent. I would definitely go back.

Late December stay, two rooms -- one king bed, one two twins plus sofabed. Staff did a nice job setting up rooms, preparing two nearby even with two different reservations. Very comfortable accomodations in a great part of Michigan Avenue. We were on a family vacation so enjoyed the convenience of the restaurants,Water Tower, Whole Foods Market, Trader Joes, etc. nearby. Never took the el, just bus and an occassional cab. For our needs this was the most ideal starwood hotel -- others are a bit off the beaten path particularly in the winter. Would stay here again for sure. Only downside was a mix up with our "late" checkout -- although granted, somehow it wasn't marked so we received an unexpected "why haven't you checked out yet" call during our last day lunch.

Stayed at the Four Points in Chicago for 2 nights. Very clean room. Very nice front desk staff and housecleaning staff. Great location to food and drink. Would definitley stay there again.