Shinola Hotel

Great atmosphere and helpful staff. The room had huge windows and whole experience was fun. We enjoyed the living while waiting to go out and San Morello for dinner.

Such a heightened experience - the rooms, the staff, and the on-site amenities, all the best. My husband and I travel often domestically and internationally - this is still my favorite hotel of all hotels. Also added perk of the hotel being a AMEX Platinum Fine Hotels and Dining property!

The staff is friendly and knowledgeable. The guest rooms are beautiful with wood floors and showers that are great for even someone over 6 feet tall.

My husband and I checked in at 4:30 pm and did not get a room until 6:30 pm. For two hours we were told our room would be ready in a few minutes, and we never received clear or honest communication about the delay. We were not the only guests experiencing this. When we finally got to our room it was handicap accessible, which we did not request and which does not work for my husband who is 6 foot 4. When I called to address it, the initial response ignored the concern and did not acknowledge that this was not the room type we booked or needed. After more back and forth we were eventually given a different room, but the communication throughout the process was frustrating, unprofessional, and dismissive of our time. What made this worse is that nothing was offered to make up for the inconvenience. There was no acknowledgement of the time we lost after waiting two hours, no ownership of the misinformation, and no attempt to make it right. At this price point and with this reputation, I expected better customer service. We will not be returning to this hotel.