I read so many wonderful reviews about Customer Service, so I was quite shocked at how poorly I was treated by the front desk employees. I arrived with my husband and two children during the highly noisy wine hour. There were four workers behind the front desk. Two were engaged in their own conversatiion and two were assiting guest. I waited in line for what I thought was an unacceptable time to check-in, so I went over to the two women who were chatting behind the desk and asked if they could check me into the hotel. I was certain that they would say that they could not because they had ignored us the entire time we were standing in front of them. After checking-in, I called down for information regarding city tours and was advised to come to the lobby to speak directly to the concierge. After another wait at this busy front desk, the concierge indicated that he could arrange to purchase trolley tour tickets at a discount for me. I decided to wait until the next morning to make the purchase because I wanted to be certain my family was up for the adventure. When I arrived at the desk the next morning, the front desk attendant told me I could walk over to a booth a few blocks away to make the purchase. When I mentioned that the concierge the night before said that I could purchase them at the hotel, she told me I would have to wait for him to arrive at 10:30 a.m. (over 1.5 hours from the time I made the inquiry). When I returned to the desk after 10:30, the concierge was able to coordinate the purchase in the hotel. He also asked if I had received a map of Chicago upon my arrival and I informed him that I had not. He gave me a great map that would have been a tremendous help the first evening as we ventured out to find a restaurant recommended by the other concierge (we got a little lost based on his verbal directions).
The bathroom door did not completely close, so this was an unpleasant surprise. Not sure if this was by design, but I can't imagine that someone would design a bathroom adjacent to the front door that does not close completely.
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