Covid has upended this hotel in terms of its amenities (mainly all closed) and service (extremely uneven) likely related to a series of people leaving and rehirings.
We have stayed here 4 times in the past. This stay was not up to par. And although they try to make it ok, you have to ask for every little perk bit by bit until you can palpably feel the employees annoyance at your repeated requests.
These perks in the past used to be automaitic and included in your stay without question. The current employees may not remember this period or were not present.
I would suggest a different hotel in the future, and that a serious examination of which hotels are truly 5 star in the city needs to be had in our hopefully soon to be post covid world.
On a more granular level, several rooms wreaked of cigarette smoke (we had to move), requested room items called in advance were not in room (never received all items and promised resort credits not applied), the rooms are scratched and dinged with broken televisions and dirty glasses.
Regardless, we feel lucky to have been able to travel, but probably should have lowered our expectations. It was pretty obvious that Langham Chicago has lowered theirs.