Before heading out for our week long stay at the hotel I called at 3:30pm to let the hotel know we would be arriving late (after 1am), and was told by Samantha at the front desk, "No problem, we will hold the room for you." Upon arriving at the hotel at 2am after a flight delay and waiting 45 min at the airport for a taxi, we were informed that "There are issues with the air and we don't have a room for you. We will give you an upgraded room tommorow for the remainder of your stay."
We expressed our dissatisfaction at that point, but what can you do at 2am? They obviously had given away our room hoping we wouldn't arrive. So we got back into the cab and went to the Fairmont Hotel about 1.2 mies away from the MKH.
The next morning, I called the hotel to check on the room situation. They did have a room for us (at 10am) but not an upgraded room. I asked to speak to the manager but was instead put on hold (apparently the manager was at the desk too) and as to the promised upgrade, we were told "we'll see what we can do tomorrow".
We didn't at that point have time to change hotels as we had tickets to the Cubs game at 1pm and didn't have time to spend the day finding a new hotel for the next 6 nights. We got to the hotel around 10:30am and there were many people checking in - most were not getting rooms but they did hold a room for us because I had called. If I didn't call I am sure we wouldn't have gotten a room upon our arrival like they promised the night before.
Upon checking in they put a $75/night hold on your credit card - so six nights is $450!! If I had known this I NEVER would have booked into this hotel. The reviews about the shower are correct also - low water pressure from the "rain" style installed on the ceiling and a high blast in the face from the wand on the wall.
Never got our upgrade - we figured it would be more hassle than it was worth. But we were never offered it from management or any form of apology for our inconvenience.
We have stayed in numerous hotel all over the country and this is the WORST customer service we have ever experienced. This is the first negative review I have ever put on a travel website and it is highly reserved. DO NOT stay at the Millennium Knickerbocker. There are plenty of better hotels in the are for the same price.
Rooms are average size/comfort for a large city. Clean. We were on the sixth floor facing the back so no view. Elevators are small and seemed to break down quite a bit - at one point 2 of the 3 were broken.
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