We have been coming to the Westin Lombard for many years and have appreciated the parking, location, corner rooms, and executive lounge. Now, we have no idea how it is considered a 4* hotel. Very sad to see the quality go down; maybe due to not enough staff or corporate cutbacks. At any rate, it is just a high motel these days.The beds/bedding were pretty nice, but a shortage of king rooms. No robe unless you request one, then get a short, wrinkled one. Princess was our very pleasant housekeeper, and she was the shining star of our visit. Our key did not work, so she let us in. We had no robe, so she brought one. She gave us complimentary water bottles, much appreciated. Our pillow cases were so wrinkled that it looked like someone had used them for a week ... then, she showed us ones on her cart; they were all the same because they do not iron them anymore. The bathroom is very basic, not like a 4*. We were told that we couldn't get a walkin shower unless we got an accessible room. Checkin took too long, just looking for a king room with a walkin shower, which we couldn't get; had to settle for two queens and a bathtub/shower ... why have so much of this type? Not as safe, shower curtain is aggravating, and it just looks cheap. Carlos was patient and understanding, very nice, but unable to answer why an extra $17.76 was added to our room charge ... suggested maybe a hold? It does seem to have dropped off, but how strange is that?