Hilton Garden Inn Chicago Downtown South Loop — Hotel in Chicago

First of all , I would like to say in terms of location and Cleanliness and the view on the top floor , the fitness center and pool areas are beautiful .. Very modern & relaxing . Location is really really good ! Now as far as Management and employees , their our a couple individuals that made my stay amazing with jokes and laughs & Rico the security guard was very amazing & helpful over all with my entire stay .. However I must say that somethings went very very bad about my stay concerning an employee by the name of Shannon . This all started with 2 different locations giving me the wrong information about where the hotel actually was , I was patient the day before going in and out of traffic to two very wrong locations . As a result of being misinformed I missed the opportunity to get refreshed and get my 2 year old daughter fed and cleaned up before heading to the South suburbs for fireworks . That night due to not being able to check in at 4:00 being told twice that I was at the wrong hotel for check in, Sitting in traffic I finally got checked in at 12:30 am , I was told that their would be an additional $150 hold on my card . I wasn’t happy with that due to the fact the I was already inconvencied with wrong info & late checkins . The young lady checking me in then said she would just charge $50, however when my card was swiped It still charged $400 . My rate was only $49.50 each night with a family discount and so never the less my card was swiped , now for the 3rd time today I’m told their sorry . I asked for a king bed and after hauling things to the 26th floor and finding out I just laid everything in a queen room , I then had to go back down and from that point , I was given the best room overviewing Lake Michigan & valet parking for free at $60 a night .Fast forward to 4 days after checkout I realize that I’m not sure where my credit is back on my card for over $200 and call the front desk to have Shannon answer the phone & I tell her I’m inquiring about my refund back to my card . She says bluntly without asking any questions “It will go back on your card in 7-10 days . I said “ma’am can u please look into this further ? I have my bank on the phone and their wanting a reference code to release funds . She says “Ma’am it will be back on your card in 7-10 days rude again . I’m now asking her can she look up my stay , confirmation number & name of the stay so I can get accurate info , because at this point I wasn’t even sure what the credit was suppose to be for (amount ) my receipt was so confusing , Shannon continues to be rude & all the while my bank is on the phone overhearing this & she then hangs the phone up . From all of the encounters of rude , unprofessionalism that was going on , This was too much ! I called back and asked to speak to a manager I informed the representative for. Customer service What was going on with this woman Shannon at the front desk . I was put on hold for a few moments (4 min ) & then can u believe Shannon picks up the phone & says “Front desk this is Shannon “ I ask to speak to the manager and she says “I am the manager “ Playing games at this point . I couldn’t believe what was going on and how out of hand things had gotten . It took several phone calls before someone had a manager call me back while I was in the process of getting a bank representative on the line . This manager (Caucasian ) started the call off threatening me that if I didn’t stop having “Hostility” and anger in my voice , this was going to happen and that was going to happen . I told him I don’t take to threats very well & I make 6 figures a year probably more than he does and as a head person overseeing matters this isn’t how you start the conversation off to resolve anything . This manager was more about expressing his false power than solving an issue . This escalated into 4 days later ,the employee discount I’m on with Family and friends losing discounts for 30 days. Don’t come to...

I have tried calling the front desk three separate times today to get some extra towels/linens and the front desk will not answer. It is very hot in here despite the cool air being on and bed is drenched with sweat. We had to go to the front desk in the middle of the night to get new sheets. They said they didn’t have anything folded with the exception of one bundle of sheets and it would have to do. We were given two fitted single sheets and a single blanket our room as a queen bed. Look I get it’s the middle of the night but I currently don’t have a sheet that fits on my bed. UPDATE: after a second attempt to get sheets that fit, I have been given two single flat sheets. This is vile. I can’t even cover the mattress and I’m really trying to patchwork these together. Im headed down for a THIRD time. My family is exhausted, it’s now almost 3 in the in the morning. How has it been 50 mins and we still can’t find sheets? I just want to sleep but I don’t even have a dry mattress cover! What is this ?

Also the bathrooms “doors” are dangerous. There are no locks and it’s is just an ill fitting sliding piece of wood. Both my 7 year old and myself injured our fingers trying to close the door. As you can see, It is ill fitting and continues to slide pass the “closed position”. You can see that the hand hold slides half way in the the wall, where especially for my son, his fingers were jammed between the wall and door and he needed help to move the heavy door and get them out. I ended up with a small bruise on my right knuckle and my song actually ended up with a cut across two of his right fingers. This is an issue, please be mindful with small children, the doors are heavy and it could easily break a little finger.

SECOND UPDATE: it is now 3:18am. The whole saga is now taking over an hour. My husband has been downstairs for our 25 mins making attempt 3 to get sheets. I’m so tired and so upset right now.NEVER EVER BOOK THIS HOTEL. How is it this hard to find one set of queen sized sheets in a hotel. I’m currently trying to quietly blow dry the dirty sheets so they are at least dry enough to sleep one. This is pathetic.

THIRD UPDATE: thank you to a Marcus the security guard who was actually able to find the sheets in less than two mins for my husband. That’s after he refused to leave the front desk because the service rep gave up and said she couldn’t find them. Security actually went above just getting the sheets, he asked my husband if we needed anything else and even got us a new mattress cover form the basement. I don’t understand how Marcus was able to fix the issue in mins but your front desk staff essentially told us we were out of luck and to deal with it. I’m exhausted and wide awake. It’s 3:30 now in the morning, and I will NEVER book with this joke of a business again. Clearly your staff can’t be bothered to help

FOURTH UPDATE: now the pool is apparently closed all day for cleaning and won’t open until 9 but it closes at 10, it’s New Years Eve and this pool is the only reason we are still at this hotel. We are currently trying to find another location but everything is booked for the night. Thanks a lot garden inn, you guys sure messed...

Clean rooms and lots of nearby things to eat and do. It's hard to say much more than that after putting up with the abysmal customer service at the front desk. I checked in, checked out, and had one question in the middle of my stay. Each time I was treated terrible and walked away wondering what I had done to deserve being treated the way I was. Check in...I walked up to the desk and two employees we standing there talking. An uncomfortable amount of time passed before I was acknowledged. I'd say greeted, but I wasn't greeted. I was halfway through explaining that I had reserved my room and then subsequently added an additional day when the phone rang and the person answered the phone and held up a hand to silence me and then went on to help the person on the phone while I stood there for several minutes. Once that ended there was no apology just a stare to tell me that I should resume talking. I picked up where I left off explaining that I had two reservations and wanted to be sure they were linked up and I wouldn't have to change rooms in the middle of my stay. Next morning: I had gotten a message on my phone prompting me to check in online ahead of my stay on the second day. We were about to leave for the day and I figured I better make sure the first visit to the front desk had actually linked up my two reservations (it hadn't. Go figure). I walked up to the desk, one employee this time and nobody else in the lobby. I explained that I had gotten the check in message and wanted to make sure I didn't have to cha...phone rings....employee drops my conversation just like my first encounter and I listen while she tells the guest on the phone that if they need a plunger they will need to come down to the desk and get it. She hangs up the phone and another employee is walking up. She looks at me and tells me it is now shift change and the new guy will help me shortly. So I wait while he clocks in or whatever. She stands there and then starts helping another woman that walked up behind me! I felt super important at this point. So the guy finishes clocking in and helps me. My reservations were never connected by phone customer service or the front desk when I checked in. Wonder where all of our belongings would have been when we returned from our day out?! Anyhow, he was actually polite and helpful and solved my issue. Check out: I walk up, empty lobby again, two employees chatting. I just stand at the desk waiting to be acknowledged. Likely a minute passes. They are looking at each other like they both want the other to deal with me. One finally asks what she can help me with and I hold up my key card and state that I want to check out and she points to an empty box on the desk and goes back to chatting. Thankfully, it was...