I had booked this hotel directly in November of 08 as a gift to my 11 yr old son for one of his Christmas presents. He had always wanted to go to a Chicago Cubs game, and I had never been to Wrigley Field, so really we both got to experience something we have had to yet. Let me start by saying I have stayed in 5 star and 2 stars in my life. I travel all over the world, and you can check my reviews of most of my recent travels. I have rarely complained and feel am a good source for travelers. I chose this hotel due to its' reputation, location and service record. I feel I am not too picky, but do ask that if you tell me you can provide a service, that one should adhere to it. Upon booking this room, I requested a king bed and roll away for our 11 year old. Was told in Novemeber that this would not be a problem over the phone. I then in March called again to confirm our reservation and again requested that there be a roll away for our son. A lady named Bianaca emailed me that " there would be no problem in getting a roll away and there was no problem".I also kept a copy of this email. So, I was rest assured upon driving 4 hours thand arriving at 11 am all was ok. The hotel itself is wonderful. I felt it was a cross between a Sofitel and a "W" hotel. Very modern, angular and clean. Valet was wonderful, and service was very good throughout. Upon entering the vibe was relaxing. Outdoor eating area, inside bar and lounge. Very nice, again like a "W". We were greeted promptly by the front desk, and I was given a room right away. Impressive as we were early arrivals. I also asked her to verify that we needed a rollaway. She seemed surprised, I showed her my email, etc...and said no problem. I said we were in no hurry, as we were to get a bite to eat, and got shopping on Michigan, and anytime before 9 pm for the roll away would be fine. We went to our room on the 25th floor. Fast elevators, very clean. Entered our room, it was well appointed, huge bed, plasma, electric powered blinds, and a marble bathroom, that was to die for. The bathroom was 9 by 14 feet and had a tub, huge walkin marble shower, and nice toiletries. Well stocked towels and refridge. Very happy with the room, but the mirrored closet doors kept coming off track and closet space was minimal. Room safe was easy to operate and the provided robes and slippers (altough not used by us) were a nice touch. We unpacked and went down to the restaurant in the outdoor area of the hotel. Very nice, nice kids menu, mostly French. Lunch with drinks(wine) was around $150. Not bad for 3 in a nice hotel and area. We then went off and did some shopping etc. Came back to the room, took a shower and went down to watch the fireworks on The Odyessey ship that we had booked months in advance. After that we went back to the room at about midnight, and there was no rollaway. We called down to the front desk, and they stated they don't have rollaways at this hotel. I said that cant be, I have confirmed twice, along with an email, and again that morning with the front desk. Lets say, we didn't get our rollaway.We set up our son on the floor next to us best we could. The next day we went to a Cubs game, but on the way down I spoke with the concerige, stipulating this whole story once again, telling her I don't want an upgrade, I don't want anything free, all I want is to explain that I was deeply dissapointed that we have been lied to about the rollaway. She then said they DO have roll aways, and I told her, it is beyond that point, our son has made his "nest " on the floor and I just wanted them to know I was not happy with the "run around" and wanted to just "vent" and wanted nothing in return. We ended up going to the game, shopped and came back and took showers and went to Hugo's Frog down the street on Rush. Very nice, simular food to Morton's but a laid back atmosphere. Great service and nice vibe. Came back to the hotel , and room service got us extra towels, turned down the bed and made our son's "nest" a little nicer.(Thank you) That was a nice touch. Check out and valet were extremely fast. I must give a big thanks to Heather to whom was working with us throughout our stay and some prior. What a great person, and asset. Would I go back?.....absolutely. Restaurant food was impeccable, and their breakfasts are wonderful. Just maybe I would quadruple check any requests prior to arrival.