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November 2023 by Ashton H.
If I could give the hotel zero stars I would. They charge a resort fee with zero amenities. They provided me a room with a broken hinge that prevented the door from closing. I was unaware for at least an hour. I requested to get valet comp as they do not apply the parking towards the room (incidentals which is in addition to the resort fee of course. With hotels going down for participation in trafficking I am quite alarmed with the mishandling of my safety.
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November 2023 by Donisha Boothe
I was at this hotel 11/25 and wasn’t aware of the $58 room fee for the third party booking which on the site said $47. When we agreed to pay the third party fee they told us the 1 bedroom we booked was gone at 3pm before 4pm. We again agreed to the 2 bedroom room. In the room we had 4 guest no music just conversation. We were told to leave the room because the owner wife was our neighbor and called the boss which call the front desk and told us to leave. We asked the front desk person so many questions his answer was “ idk” to all I will never recommend or come to this place ever again. Horrible experience
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November 2023 by Michael Paige
Beautiful room and hotel. Staff was wonderful. Location was decent. The gym was nice the free coffee was nice. A continental breakfast would have been nice considering I ended up paying $194 for one night.Just make sure u read all the stuff when u book the room. I paid $114 for the room. Then was told in an email that I would have to pay $50 for resort fee and $13 service fee…okay it’s Chicago I get it. But when it was all said and done I got charged a total of $80 in fees. A little annoying because I’m not sure if that’s from tax or what. But just be careful and read and ask questions because all the extra fees are very sneaky.I also had to put down a $125 deposit. Only on card.
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November 2023 by Karen Mavrikos
DO NOT RECOMMIT! I’m sharing this review to express my dissatisfaction with our stay at the location on Superior in downtown Chicago. From the moment we checked in and informed of an unexpected “resort fee” and “reservation fee”, I found myself quite disappointed with the hotel. During our stay it became clear that we were staying in a hotel with little to no service or amenities. The “resort fee” that was charged provided nothing of use. Following are several key issues that reinforced our frustration and disappointment:* Very few channels in the tv. When we mentioned it to the front desk we were told that that’s normal and that nothing could be done. Basically only local channels were available* Toiletries and paper products were sparse Many common products were not provided. When we requested more paper products they did not arrive. After 2 hours we went to the desk to request again. They brought up 2 of the 3 items we requested.* Neither the restaurant nor the cafe were open so we were unable to get onsite food service or room service* The mini fridge was not working properly* No dresser and poorly placed furniture* Hot water and water pressure were poorFor a “resort”, I would expect better amenities and service. Unfortunately, that was not my experience. I paid an additional $262 for the extra fees, which came as a surprise when I checked in.As you can expect, I was put in a no win position at this point so I chose to pay it. Had I known that this fee did not actually provide resort quality service I would have chosen to stay elsewhere. When I contacted the manager to express my concerns, I received a pathetic response that did not address my frustrations. The manager did not take accountability or offer any apologies. I strongly recommend that you stay somewhere else.Rooms: Outdated and poorly designedFood & drinks: None availableNoteworthy details: Lack of service and amenities. Not worth the price.
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November 2023 by Abby K.
i cannot emphasize enough how absolutely disrespectful the customer service is for chicagohotelcollection - it is an expensive hotel with 100% remote staffing so you cannot get any on site help, if you walk by the wrigley location the waiting room is filled with customers who can't get into their rooms, and if you call the customer service line no one picks up. not to leave out i was just directly hung up on when questioning the check in process-o/10 will not ever book again.
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November 2023 by Sabel Hargrove
If I could them zero stars I would. They have hundreds of dollars worth of hidden fees and "amenities". $50 mandatory fee for a bag that has 2 cans of pop and 3 waters. But don't ask about these fees if you didn't see them when booking because the extremely horrible customer service will be so rude to you that you won't believe they can work with the public. Mr. Jerome or Jermaine, about 5'9, full beard, corn rows... watch out for him because his answer to things is, my manager isn't here, I can't call my manager because he doesn't have a phone number you have to email him, but then throws the managers business card in my face which has two numbers for the manager. Then when I asked what his name was he said "I'm not giving you my name, this is your problem" like I cannot even tell you how rude this kid was. He honestly should be fired and never work in customer service again.DO NOT STAY HERE. There are a lot of other better hotels with really good customer service and not some punk working the front desk.Update: When we finally got in our room, it smelled like smoke in our bathroom so bad. We let the people at the front desk know about it right away so we don't get blamed for it. He (different from my friend above) was very willing to be nice and helpful to my girlfriend and was like oh when you come back we'll put you in a different room... came back, he then had changed his tone and was like yeah we're not giving you a different room. Engineering will have to figure out the smoke smell. The manager Michael Ward was supposed to give us half our deposit back last night but that still hasn't happened. He said he'd come in this morning and make things right and given his responses to the rest of these posts, I doubt that will happen. I wonder if the big wigs for this hotel know what kind of employees they have running this place. When we went down to the front desk to tell them about the smoke, there was a guy checking in and I kid you not, he was on the phone with someone because of the hidden fees and said "I read your reviews, I know I'm not the only one complaining about these fees, this is ridiculous. Jerome/Jermaine was nice to him though unlike he was to me. Maybe it's because I'm a woman, or a white woman... or maybe he was so nice to me because I'm a gay white woman with a black girlfriend... or maybe it was because I'm a veteran. Not sure which one. But there was clear discrimination going on here with how I was treated from the jump.
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November 2023 by Scott Caudell
UPDATE: Just to update Michaels response / comments, I asked for a copy of the card where I supposedly acknowledged these charges and have yet to see it. While American Express' website may disclose these charges, the Concur website through SAP / AMEX clearly does NOT disclose them. I also received the bag with water and soda and all these supposed benefits, but as I was unaware of the supposed benefits (or related costs) in the bag I did not review them and left them in the room so I received ZERO benefit other then 2 bottles of water. I also did NOT receive the bag on any other night of my stay and despite many phone calls to hotel management, they refuse to remove those charges from the bill either even though I didn't receive them.I strongly recommend NOT staying in this hotel, location is good, and the room was nice but business practices such as nearly doubling the bill above the advertised expected charges, having no willingness around being reasonable about these supposed amenity and service charges, on top of being combative, argumentative, and generally disrespectful on the phone is a pretty truly abhorrent business practice.Review: Looking at all these reviews, I wish I would have read them first as it would have saved me lots of trouble. I booked this hotel through our online booking corporate booking system (Concur/AMEX). It did not cite any of these charges in the estimated booking or be included in the price, only that service charges could be included (while this is normal and understood, a total of 90% more then then the estimated booking is also egregious and unreasonable). This included the daily 46 dollar amenity charge (which I supposedly received the amenity on the first day, but never received again), or the exorbitant service charge (my stay was effectively 2x the quoted price as a result). The Manager Michael Ward, when I tried to address the situation was combative, paternalistic, and downright rude on the phone explaining to me over and over that the charges were disclosed at booking (they were not disclosed in our corporate tool I have since confirmed) and how they are disclosed on a bunch of public booking websites which I did not use. I do not recommend anyone staying here given the experience and I'll be recommending that no one in our company stay here ever again.
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November 2023 by Anthony Mcneal
1st off let me say, after $281 in additional fees ON TOP OF THE COST FOR THE ROOM. THERES NO BREAKFAST? SERIOUSLY??!!!I booked this room for 2 nights through spity. The site did say there was additional $94 for accidents. All hotels have that no big deal. But when I was in line ALL 3 guest before were complaining about additional fees. Like every single person was blown back by it. Including me. So I paid $249 for 2 nights, plus $281 in resort fee, nightly fee, an accident fee. I come to Chicago alot an this place will never get my business. I'll be sure to tell all co workers not to stay here. No breakfast, an no house keeping. After a day of meetings I come back to the room an nothing was cleaned. So I must ask, why all the fees, like for what? No breakfast, no housekeeping. What a scam this place is!!
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November 2023 by Angela Coleman
No housekeeping for four days. My trash was overflowing and for the 4 days I'm here they haven't come to tidy up since I've been there. I had to uptairs and ask to have housekeeping come and all they did was empty the trash and left the cans in the hall even though they came in and dropped off the towels. No vacuuming or fixing the bed. No microwaves in the rooms, no breakfast. They wouldn't cancel even though I told them I had 3 deaths in the past month, so I didn't feel up to coming. The beds are hard. It's like sleeping on an ironing board with an extra covering. I believe they picked these mattresses aredesigned to make us get up and go out to spend money in the city. Bottom line, I didn't care for this hotel and I won't stay here again. I even called about my $1082 bill. They charged me an extra $49.95 per night + 8.69 per night in taxes on top of that! Carl in housekeeping was great though. He worked in the common areas. I wish I had read reviews before I booked it. Never again.Rooms: Rooms are nice, but bed was uncomfortable. My neck hurt every morning.Walkability: Close to Michigan ave.
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November 2023 by Jake Freeman
I enjoyed my stay. Good location, nice decor, comfortable and clean room.You may be surprised by the ~$50 amenity fee if you don’t pay attention to the online booking details. The hotel provides a detailed amenity brochure. You may find them useful, you may not, depends on the nature of your Chicago visit.I have revised my review to be more positive after I was confused about some fees and the hotel reached out to clarify my understanding.
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November 2023 by Caylin D. Taylor
I actually really like the hotel. It’s in a great location and is really nice.Where my issues arised were when additional fees came up upon check in. Some 3 party sites does state then additional fees but others do not. In my case, I booked through Chase. And they did not disclose the additional fees. This is not the fault of the hotels as they do state it on their site but other visitors should be aware to double check everything in is their actual site before booking so there aren’t any surprises upon checking in and not solely relying on the 3rd parties information.The other issue is the bed size. I booked a king sized bed. I will leave a photo below. Anyone who has a king and queen bed can easily see and tell the difference between the two. I was given a queen room when I booked a king room. And when we told the front desk they claimed someone would come up to our room to confirm yet they never sent anyone. Instead they said someone went to a similar room and measured the bed but never actually came to our room. When asked to speak to a manager about this, we were told there is no number but given an email. The guy at the front desk claimed our perception of a king bed was off because we’re from St. Louis. MO. Since when does a king bed not remain the same size from state to state?All in all. I loved the hotel but based on these two things, I won’t be staying here again.
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November 2023 by tim elliott
To set proper expectations and to help you make an informed decision1. NOT a 4 Star hotel as listed. Its a 2.5.2. The hotel charged me an additional “incidental” charge after booking online at the guarantee lowest rate. After the “incidental” charges, the actually doubled the online room.Online Booker’s BEWARE!- this is clearly a -bate you in with a lower rate online and then switching you to a higher rate without your consent.-It’s illegal and I’m sure an upset attorney will file a lawsuit one day.I will never stay there again due to the lack of pricing transparency and the mandatory upsell of “incidental “ charges that doubles the guaranteed lowest rate after you booked it. ????
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November 2023 by Travis Simmons
They lost our reservation and tried to raise our rate, claiming there was over $200 in fees. We ended up canceling we found a hotel nearby that was reputable. This place is a scam....we had to contact the credit card company about the fraudulent charges. The manager was very rude and told my wife it was within her rights to contact the credit card company. She asked him what he was going to do about the charges, and he said "I'm going back to work." It has been a couple of days the fees have STILL not been refunded. Thievery is what I would call it.That's funny since we didn't book through them, just refund our money and do the right thing.Nearby activities: Hospital ? nearbyNoteworthy details: Disreputable Manager, hidden fees.
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November 2023 by Brooke Miller
There are many better places to stay at the same price point. The hidden fees are real, and the $49 per night “amenity” fee (for wifi and 6 bottles of water HAHA) is one thing, but I was charged an additional $320 for my three nights this weekend. Not to mention the completely rude attitude of front desk worker who acted as if I was the ONLY person who was upset over the additional fees. Not to mention they do not clean the room, take out the trash, or replace towels until your 4th day of your stay. If you request cleaning, there’s another $50 fee. I asked for extra towels to be sent to my room and they said ok come down to the front desk if you want a towel. The business model is crazy it’s almost as if they don’t want any of their customers to return to their hotel. I certainly will not!!!
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November 2023 by Alloy Hudson
The room was big, and the workout room was also large and well-ventilated. Coffee in the lobby was meh. Unfortunately those are the nicest things I can say about this place. It just seems like a scam. The bar isn't real; the "coffee bar" is just Kuerigs, your "guest gift" is a 6 pack of sodas and a coupon pack - for $50/day you can't opt out of... just weird and annoying. The bathroom in my room also smelled like vomit - possibly from the previous guest. The smell lingered for 1.5 days. The staff was pretty rude too. The attitude seems to be, "well if you don't like it, stay somewhere else". Which isn't exactly a way to convince people TO stay. Unfortunately most travelers don't have time or brain space to negotiate a new hotel on the fly and I would suspect most (like me) just choose to deal with it.Update: based on previous responses from the hotel, their tone is still "a simple call YOU didn't make could have fixed the issue". Very defensive, not a good sign. In fact, I did call the front desk once to ask for something and was rudely shut down. Therefore I did not have faith in the staff actually being helpful.
