Rated 4.0 out of 5 by 206
Rated 1.0 out of 5.0 by PaulskiZ Inconsiderate staff from the top down
I start my review by acknowledging my own failure in the issue at hand, but I feel that had hotel staff responded in a customer-first manner, my issue would not have taken place in the first place.
I stayed at the hotel on 6/18. On the morning of 6/19, after getting to security at O'Hare, I recognized that I had left my bluetooth earbuds in the hotel room. I called back to the hotel and spoke with "Michelle". Before even empathizing or taking a sense of ownership of resolution of my issue, she immediately asked two questions -- How did I want them returned to me and How was I going to pay for the shipping. This was extremely irritating, and I asked her why she didn't first confirm she found them and then we could discuss the $3 she wanted to charge a platinum customer. She took my number and said she would call me back. I never received a return phone call.
I followed up with the hotel on 7/3, asking to speak with a manager. I was cold-transferred (no verification there is anyone at the number they are transferring me to) to a Voice Mail. I called back and explained the situation, and was cold-transferred to Housekeeping and got VM again, and left all the specific details but again, no call was returned. I followed up again on 7/8 and the front desk person "Maria" took my information, checked with housekeeping, and called me back less than 5 minutes later and "no earbuds were found".
Also on 7/8 I took advantage of the email to provide survey feedback and submitted very negative feedback for my experience, requesting a follow-up call. It is now 7/18 and no follow-up ever occurred.
I've been considering leaving IHG program within next year for various reasons. This experience is the issue that finally puts it over the top. Had the staff on 6/19 checked the room when I called (30 minutes after I vacated the room) and called me back as committed, this would not have escalated to the point it did. Last time I left something in a hotel room, the staff responded immediately, overnighted it to me at no charge, and I had it within 24 hours. This staff's primary concern, before even locating the missing item, was how I was going to pay for it.
July 18, 2014
Rated 4.0 out of 5.0 by g-fest short stay / good experience
Had some difficulty with reservation , wrong number of days and no e-mail confirmation. Able to fix easily and staff was friendly and polite. Only real problem was with food at restaurant , 3 star prices and presentation , 2 star execution . Nice menu with somewhat limited choices ,value of portions and taste of dishes did not deliver. Rooms were comfortable and clean.
July 17, 2014
Rated 5.0 out of 5.0 by Lil Moose Clean and great people
The staff were great and very helpful. Some of the most friendly staff you could ask for. The only slight complaint was that the bed on one side was not comfortable at all, feel that it is time to replace that one, felt very broke down, but made do. Other then that everything else was great. Bar Louie food was great. Was empresses that there was plenty of handicap parking, since the wife uses a wheelchair and it had great access for us. Will stay there every time we come to that area.
July 16, 2014