Hyatt Centric The Loop Chicago — Hotel in Chicago

Let me be clear. This is NOT about the Hyatt, but the Aire Rooftop Bar on top of their building. Doomed from confirmation to checkout. I accidentally booked the reservation for 4 people vs 6. After several phone calls and messages left that went nowhere, I emailed Aire and someone was able to help me update the reservation for 6, plus the additional charge per person. Luckily, I re-confirmed that the cost of reserving the table goes towards the cost of our final bill (this will be important later). When we arrived, the Hyatt hotel staff (no affiliation or so I am told) directed us to take the elevator to the 24th floor. There is no 24th floor, the elevator only goes to 23, and then you have to walk upstairs to the 24th. This wouldn't normally be a big deal, but I brought my 60+ year old parents and 80+ year old grandparents with me and would have picked another location had I known. Once we arrived at the top, we enter what looks like a service entrance. There is no clear host stand or anyone to direct you on where to go. After walking around the entire place, I asked a server and bartender about my reservation. They told me reservations were no longer needed as they were only required for the first two weeks the rooftop is open and that I could sit with my party wherever I wanted. After asking them about my $150 deposit for the reservation, they re-confirmed that this would come off the final bill and that I would need to remind them to make sure it was deducted (glad I am being put to work for a reservation I made months in advance to remind the staff of the money already spent.) Within 30 minutes of sitting down, drinks in hand, the server asked to speak with me separate from my group. I was then taken to the service entrance area where I met the manager. The manager told me they did not have my reservation in their system. Not only did I have the original confirmation for 4 people, the email exchange to update the reservation to 6, and the automated Tock reminder sent the day prior to the reservation, but I kindly reminded the manager that his staff told me reservations were no longer needed anyway upon arrival, to which he said "oh, they are definitely needed." Way to throw your staff under the bus. Finally, they found the reservation alongside one other reservation for the evening and apologized, but I reminded them that this was not a pleasant experience and made this private conversation an awkward experience for my out-of-town family who came to visit for the 4th of July weekend. After returning to my seat, I noticed the manager having some tense words with another party that I suspect reserved the location we were in for their party of 12. Now their only two pre-paid reservations for the evening were unhappy, to say the least. I finally thought the issues were over when I was asked to speak with the manager again privately by our server. Side note, why couldn't the manager fetch me himself? Don't make your staff do the dirty work when you are ultimately accountable. Back at the service entrance, the manager said "you were told by one of my staff that the $150 fee paid would go towards your final bill, correct?" which I confirmed. He then told me that this information was incorrect and the cost paid was only to hold the table. Now I have had it. Not only does the Tock reservation system confirm the amount paid goes towards the final bill, but I also had it in writing from the email exchange to update the reservation. After again showing proof, he said he "had" to honor it, as if he is doing me a favor. We asked for the check immediately to leave as we had been subjected to enough terrible management and service at this point. When I got the final bill, they charged me for an item we had not received yet so we asked them to take it off. Even this took two attempts to get corrected. This was by far the WORST experience I have ever had. How embarrassing for them and me, trying to show my family...

I cannot say that I was very impressed with this particular Hyatt. Good concept and very beautiful but I felt like a beta tester.

I made reservations for a normal room with two beds in May. My stay was in June and I asked if I could check in a little early. They asked if I needed an accessible room because for some reason, the person that booked the room over the phone indicated I needed one(I didn't). I told the employee no and she said that there were plenty of normal rooms so early check-in wouldn't be an issue. When I got to the hotel, they still gave me an accessible room and said that it was the same except for the rails in the bathroom but I'm not sure this is the case(see below).

I had to call the staff to fix four issues and they forgot about one of the issues. I called the next day and they were very nice but they did forget....they are human so it's not that big of an issue.

Problems:

TV would not work so an "engineer" had to fix the media box. The tub handle completely came off because it lacked the set screw. The shower valve was loose so it would not stay at the correct temperature. The weight of the handle caused it to go to the hottest setting which was nearly scalding(maybe slight overstatement but I couldn't stand in that hot of water). I actually had to wrap a towel around the bar to keep it at a reasonable temperature. I had to take 2 showers like this because this was the issue they forgot about earlier in the stay. Espresso machine in the lounge was broken multiple times. The fix was to shake the machine.....

I thought I'd mention a few other items of concern but they aren't necessarily bad:

No Microwave - Probably not a big issue for most people. The Bed Frame - This MIGHT be a klutzy move on my part but I really banged my shin on the bed. The frame sticks out a decent amount further than the mattress so unless you are actively looking down you may hurt yourself. I managed to get a decent sized welt. Bathroom Door - This is what I was mentioning earlier that might be because of the accessible room(which I didn't want). The door is a sliding door which has a small gap in which you can see into the bathroom(slightly). It also does not have a lock which I was NOT a fan of but for some it's a non-issue. Closet - The hanging room in the closet barely has any room. I didn't measure but I was actually really surprised about how little room there is in the closet. I want to say a foot or a foot and a half wide which is filled up very fast if you have a few suits.

The Hyatt Centric is very pretty but it's also pretty new. The staff are very attentive and exactly what you expect for a Hyatt, I am just not thrilled about this particular hotel. I am a fan of Hyatt in general as I stayed at the Park Hyatt in Sydney earlier in the year but I will be looking elsewhere when I visit Chicago and/or when I see another in the Centric brand. There are comparable hotels such as the W and the Hilton that are within the same price range and I haven't had as...

So very disappointed! This was a trip to spread my parents ashes back where they met and were born...in Chicago. I spent a lot of time researching location, service and cleanliness for our hotel stay. Based on the reviews, this one won out. I had two dear friends with me from Indianapolis and we drove in on Sunday to make a full day and morning of the city. When we arrived, the valet made it pretty clear he wasn't getting our bags from the trunk, wasn't his job, and didn't help do anything but take our keys. It's a busy street and you want to be quick unloading, so was surprised then there were no hotel valets to help us while checking in. So I asked about a rolling cart. As I was asking the valet about a cart , one of the front desk hosts walked by and nodded yes, but he just kept walking in. He did not stop or offer to help either. My friend went in and asked for the cart. Terrible service from both. Neither lifted a finger for us. We were completely capable, at almost 70 years old, to take our own bags but it's nice when you get to a hotel after driving 4 hours to be pampered even a little! This isn't a 2 star motel. When we got to our room we were a little rushed to get to our planned tour. We all noticed food and debris on the carpet as we were stepping on things. We had adjoining rooms and found nut mix and debris on the floors in both rooms, jewelry by the bed, and tile in the bath and entry that looked like it hadn't been mopped. Photos attached. A housekeeper changing the linens on the bed would have seen the nut mix which leads me to believe that Someone used our room once it was already made up. So gross. I called the front desk to vacuum the dirty stained carpet again. While we were heading out up to The Aire restaurant for the concert under the sky, we passed her with the vacuum. She was quick but not thorough. She still missed all the nuts. The service in The Aire was excellent. The concert on top was fun and lovely, but the Sinatra wannabe was so awful it actually made us laugh. We went as a tribute to my parents. They would have been rolling in their graves. The singer ruined all their favorite songs. In the morning when I went to shower-the mold growing on the grout was disgusting. I didn't feel clean as I was looking at that, but we had to get on the road. It was a quick turnaround trip with no time to change rooms or complain. I felt cheated though by this hotel for not doing as promised, as written, as reviewed. I would not recommend this Centric Hyatt to anyone. When asked upon leaving how the stay was, I told the host a little of this and shared a few of the photos. She said the supervisor would call...