Hilton Chicago — Hotel in Chicago

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This was one of the worst hotel experiences I've ever had. This was a booking using 50k points and the remainder in cash ($121). Upon gearing up for our stay on 08/10/24, I reached out to the hotel on 07/30/24 to discuss their pet policy since I was going to be bringing my 2 dogs with me. Between Ann, Ximena and Brian at the front desk, no one appeared to know their actual policy even though there is a contract that guests are required to sign. They were quoting me $100/dog for the stay vs. the $100/stay (room) as the online portal says. This is after the parking fees (a minimum of $70 for their garage), taxes and other fees. Even though the hotel chain values 50k points at $500 (the only way to earn 50k points is to stay at the hotel, use a co-branded credit card or buy points - of those, 50k points costs $500 and this is the cheapest route to earn 50k points), they somehow find a way to squeeze (or extort in the case of my pets) another $300 out of the guests. This led to a number of calls with the Hilton Honors guest service line and the hotel staff itself. The Hilton Honors guest service line confirmed the $100/stay (not $100/dog) but the hotel staff still gave me grief for this. And trying to reach someone at the hotel is next to impossible - that is until the property manager, Yannis, reaches out and starts to threaten the guests. Furthermore, the property manager, was supposed to follow-up with me by 08/05/24 with an email confirming the total cost (to ensure the $100/stay fee was applied and that his staff didn't find a way to charge me $200) but nothing ever came. A follow-up phone call on 08/08/24 went ignored as well. It makes sense why the staff doesn't know their policy and/or fail to adhere because the upper management isn't even accountable to the guest.

That was all before actually arriving at the hotel. Once getting there, this place is an absolute nightmare. There is no signage to give guests directions (aka, park first and then go to the lobby even though the sign at the parking lot entrance said the lot is full. Not confusing at all...). Then, upon check-in (an hour after it opened - at 4pm), the line took nearly an hour. I had my dogs with me so waiting in a line for an hour was not possible. Luckily, I was able to do digital check-in but you still have to go to the lobby at some point to validate your $70+ parking and make sure everything is set to go (like getting complimentary waters for Hilton Honors members because they can't put those in the room for some reason). Absolutely ridiculous that there is such a lengthy line at this hotel - they know it's going to take forever but take no steps to alleviate it.

Next, the property is extremely dated and poorly run. For example, there was a conference at the hotel the day we were there - hundreds of people all for the same convention. The hotel staff did nothing to keep them in line and out of the way other guests. They just crowded the lobby to where it was nearly impossible to get anywhere as the staff just watched them. To get an elevator was next to a gladiator style event since the event attendees would just cut the line and the staff did nothing to stop them. Speaking of elevators, they are some of the slowest, dirtiest and ricketiest elevators I've ever seen. In fact, a few guests and I timed the elevator from the 15th floor - we had to wait 13 minutes to just get an elevator to the lobby. 13 minutes when there are 5 elevators available. It was absolutely astonishing how this ran.

Last, the actual room itself was terribly appointed. The place was dingy and the hotel staff decided one soap bar for both hands and body was appropriate - they can't even be polite enough to provide separate soap bars! And there is next to no comforts to the place either except a tablet that they have to explicitly say doesn't have a camera which sits well with guests I'm sure.

Overall, I would stay clear of this property unless you want to pay a ridiculous amount of a subpar...

Update at end of stay: Although my stay here was disappointing in several respects, the management did contact me proactively to make it right, ultimately comping me some credits on my bill without me asking.

I can tell that they really strive to do a better job than I experienced.

Since they were proactive and earnest in their efforts to make things right, I am increasing the service score by two points. And the overall score by one point.

Also, they did have daily cleaning.

Original Review:

I've been here less than 24 hours and have been disappointed at every turn.

It took over 20 minutes to check in (after I was being helped).

The bell hop lost my bag and called me multiple times (after I called to complain) to ask if it had been delivered. Unfortunately my waiting for the bag meant I didn't have time to get ready for an event and, worse, I didn't have time to take a nap because I was waiting for the bag.

No water is provided, the internet didn't work easily, so I had to call IT, there is no luggage rack in the room so I had to put my luggage on the floor, and there is no blanket in the room, so I had to call for a blanket. After the didn't come for 20 minutes, I called again and they said they were still looking for a blanket but they couldn't find one. It has now been over a half an hour and they have not sent a blanket. The comforter it on the bed is one you would expect in the summer; It is very thin even though the temperature is in the '40s and the '50s. The thermostat doesn't work either. I'm so waiting on the blanket and that is why I left a review after 1:00 a.m. in the morning.

After waiting over 45 minutes in the middle of the night for a blanket I called again and they told me they had sent it up, (it was marked "completed" in their system just like the bag delivery was even though it wasn't completed), but they didn't. So there are supposedly sending it up but now I'm deprived of both my nap earlier because I was waiting over an hour for my bag from the bellhop and now a couple hours of lost sleep from being cold and calling the front desk multiple times to try to get a blanket. This is a total nightmare to be honest.

Also, there is no light switch that turns on lights in the main area of the hotel room (only the closet and the bathroom), yet there are several switches which appear to do nothing. It was pretty difficult to get a light turned on in the dark in my room without being familiar with the lights. Plus, the elevators are confusing and don't work correctly.

Nobody mentioned to me about cleaning, we'll see, but I overheard somebody saying they didn't have cleaning either.

Do not recommend!!!

It would be fine if it were better equipped and better staffed.

Not to mention, it's hard to even find the front desk when you walk in, and the valet wasn't very attentive in his duties either.

There is a nice view from my Lakeview window but the glass is very dirty.

Also when I booked it on Expedia, I was told that all the fees were included, but they aren't. Unfortunately I booked through Expedia instead of using a discount code or something for the conference that I was with because it looked cheaper on Expedia but it turned out not to be because of the fees. I can see based on the prices here that I could have paid much less but I just booking today.

There is no mini bar or snacks if you like that, and there is a coffee maker but it is pretty difficult to get to.

Also I hear a leak (dripping) when I am in the bathroom, although it is behind a wall.

Update #Day 2: I was taking a nap because the hotel prevented me from napping and sleeping thru the night yesterday. I had the privacy sign up on my door.

Engineering nevertheless knocks and wakes me up because it says I called to replace a lightbulb.

No, I didn't. I literally cannot sleep in this hotel,...