My wife and I were quite excited to stay at the Intercontinental Hotel on Michigan Ave. because of the great location and generally good reviews. Our trip started with a glitch, as Delta lost our luggage (their ASA sub carrier is probably the worst airline in the US). Upon arriving at the front desk, the young girl behind the counter stammered a bit and then called for the manager, Urszula Khan. Ms Khan proceeded to tell us that a group had decided to stay another day and our PREPAID room was given to them. I was livid. She offered to place us in another hotel for one night and then return to the Intercontinental for the remaining two nights. Begrudgingly, I accepted. She provided taxi fare to the Hyatt. I understand the economics of her decision (1 vs. 40 room nights), but I was not a happy camper. Upon returning for the remaining two night at the Intercontinental, she could not have been nicer. She provided us a suite, comped some refreshments, sent fruit and an apology note, and refunded our prepayment. Although I was not happy, she was very accommodating and very professional. As to the hotel, room was OK (some very tired and patchwork wallpaper (Room 2668), but all in all good. I would have to say Ms. Khan salvaged what started horribly.
Robert Large
Florida
hotel reviews