In short, the Kinzie Hotel is not at all the image of a 4 star hotel. How it is rated as 9.2 Wonderful on Hotels.com is perplexing. I'll start with our arrival, we were the only people waiting to check-in and reception clerk was on a customer service call for 10 minutes before he acknowledged our presence. The overall hotel is dated. Our room's shower was falling out of the wall, the shower curtain couldn't close, which made me tempted to purposely flood the bathroom and our room was next to their neon sign making me think of the Seinfeld fried chicken episode. The pillows were lumpy and the bed felt old. The cherry on top was going to breakfast at 915 (breakfast closes at 930) only to find out that the coffee urn was empty and they refused to make any more. Even a trash hotel offers their guests coffee anytime. I'll say the location is certainly prime and our stay didn't stop us from enjoying this beautiful city, but given the option, I would stay anywhere else...which they wouldn't let me do when I contacted hotels.com customer service. Steer clear of the Kinzie!