I reserved three rooms for myself and some friends for a weekend trip to Chicago for a football game. My reservation was to stay for two nights and my friends were staying for three nights. We got a $99/night room rate for a block of rooms associated with our school's athletic department. I knew we'd be arriving late so I called to confirm our rooms and they couldn't find our reservation. After a little while on hold and a call back from the reservations desk, my reservation was found and that they had typed my name wrong (even though I had verified it several times). This was why I had not received a confirmation email as they also had my email address spelled wrong. I figured no big deal and that the problem was solved.
When we arrived about 2:00 am, the reservation was a mess. The person I had spoke with on the phone had apparently just made a new reservation (at the then current rate of $219/night). It took over a half hour to check in as they couldn't straighten it out and we were told it would be taken care of in the morning when management was there.
When I called back in the morning, management was originally refusing to fix the rate without "the letter I received proving that rate" (which I never received). Only because of my persistence did they finally fix the rates and I thought everything was taken care of.
The following morning I got a call from my friend. They had checked him out a day early (despite having just reconfirmed everything the day before). They were refusing to honor his rate for the last night and told him that he had to make a new reservation for the final night (at $219/night). Again, management was extremely resistant to honor their rate (even though this was the same manager whom I had spoken with the day before). Only because I refused to allow them to screw us over did they finally acquiesce and honor the rate we were promised.
I wasted over two hours standing at the front desk and sitting on the phone trying to fix the problems. Never once did management apologize for all their mistakes or make any indication that they cared one bit about all of the hassles. They then made a point to tell me that it wasn't their fault and implied that the fault was mine or the central reservations department (I made the reservations directly through the hotel). They just kept acting like they were doing me a favor. My friends were so tired of dealing with the hassles that they were ready to just pay a rate more than double Only because I was so persistent did they ever honor the rate we were promised.
The hotel is in a nice location and the building was fine but I would never stay here again because of the utter incompetence and absolute lack of any customer service consideration of the management.
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