Sonesta Chicago O'Hare Airport Rosemont — Hotel in Maine Township

Terrible Customer Service, without any willingness to go above, and beyond, or simply do the little things that doesn’t cost you anything. The first issue was with the shuttle bus last night. My Crew and I had a cancellation at Chicago O’Hare airport. Our company got us a hotel at the Sonesta near the airport as we were walking towards the pick up location, one of my coworkers was calling the hotel to see if the vans driver would weigh a minute or two since it was the last shuttle of the night. By this point It was 1109 and we managed to get there 3 minutes later. We never saw the van. Around 1125 We called again to see if it was coming. If it was running behind due to traffic or had we missed it and whoever my coworker was speaking to on the phone made it seem as though we were in inconvenience, so that point we decided to get an Uber.

There’s three of us working together the members in my crew when we finally arrived to the hotel. Two of us have hotel rooms, even though we had confirmation that there would be three rooms for all three of us. So when we got there , there were only 2 rooms and not three.

Now it most circumstances are reservations are made under our company name, but there are some rare occurrences, or the company will book a room under our individual name. I simply ask both ladies working. Did you receive any recent facts they faxed you the information. I got The confirmation and then later maybe five minutes later. Can you check under my name they might’ve made the reservation under my name because these are unusual circumstances, the young girl working said no normally it’s under the company name, and she could not be bothered to simply check.

This is Customer Service, right we’re in an industry where you’re here to serve your customers. It shouldn’t matter what you normally do. Or what normally happens. It doesn’t cost you anything to simply go check because you never know. Anything is possible. Just like regular every day. people book reservations. Sometimes the company will book a reservation, using our name versus booking under The company name The whole point of me saying this was I had a room this entire time, but because the two ladies working, especially the younger one. Couldn’t be bothered to simply check. I was inconvenience for almost an hour.

At this point it’s past midnight. I’m on the phone. Trying to get in contact with somebody from my company past. Midnight to see what my options are because the hotel perception is, couldn’t even check to see if there was a reservation made under my name. I’m tired. I haven’t slept. I needed to use the bathroom. I’m hungry. The last shuttle driver with a 1115. I don’t know what my options are at this point.

So about halfway into this two Caucasian pilots strolling, and they’re in the same predicament. The same company we work for booked them hotel rooms, too. We work for the same company, but we came in separately. When the pilots arrive they don’t have rooms either.

The captain asked several times, if they could check to see if the company have booked a room under their names. He asked several times and finally he got to the point where he was a little bit more assertive than I was and said lady, you need to check to make sure we don’t have reservations under our names. She finally goes and checks and low and behold, they had the pilots rooms, as well as mine.and it only.

I was inconvenience for a whole hour, simply because these two ladies could not be bothered to check to see If a reservation had been made on behalf of my company under my name, and the worst part was I never received an apology for any inconvenience. They didn’t even offer me a voucher. Nothing. They just said ma ma actually I do have a reservation for you. Here’s your room key. I am reporting this to my company. I’m posting a review here as well as on Google for the poor Customer Service, and lack...

The Sonesta does at its bar minimum what a hotel should do. Be a place to lay your head at night. Unfortunately, that’s where the usefulness stops.

I booked via a third party for the discount through my job. Upon checking out, they let me know there would be an additional $69 I would pay when I arrived. I was confused by this so I called Sonesta directly and asked them what this could be. After being on hold for 15-20 minutes, they finally came back and told me this fee was going to take care of breakfast and any other fees id need during my stay. I asked if I could go ahead and pay for it now. They said I couldn’t until I arrived.

When I did arrive, they didn’t mention this fee at all. Didnt ask me any questions about it or really anything about my stay whatsoever. I should have known then that this stay was going to be different. Once we went upstairs, we noticed how outdated the hallways were. While our room was clean, there were pieces of the ceiling ripped off, the doors stuck or didn’t close fully, and the sheets were stained. In addition, there was a bottle of alcohol left in the fridge from the previous guests and it leaked all over the food myself and my friend brought back to the hotel on day 2.

Since there’s a restaurant attached to the hotel, we decided to try that out for our first meal. Do yourself a favor and skip Harry Careys! Super overpriced and the food just isn’t good at all. We wasted $45 a piece on food that I would never eat again.

When we got up the next morning for breakfast, we realized that said breakfast was inside of Harry Careys again. This was already a disappointment but we decided that since it was included in what we paid for, we’d treat ourselves. Imagine our surprise when we overhear the waitress asking another table if they had a breakfast voucher. Nothing of that sort was ever mentioned to us so in that moment, I went up to the front desk and asked. She let me know that since we booked through a third party, we didn’t have access to this without being an additional fee. I let her know I understood that part but no one mentioned a word about it when we checked in. She said that since this was a third party booking, there was nothing she could do for me according to her boss. She offered no solutions, no empathy, no nothing. She told me that when I called the 3rd party (I didn’t call them, I called Sonesta directly) they must have told me incorrectly. I told her that I didn’t call them, I called yall and you told me the fee would include breakfast. She said there was no way of knowing that was true and that the fee doesn’t include breakfast anyways.

I walked away from that conversation frustrated and truly annoyed and they did absolutely nothing to ease this or even act like they cared. The only thing they offered was bottled water (mini bottles at that) and said I could have as many as I wanted.

On top of the terrible customer service, the outdated rooms, the actual location to anything worthwhile was awful. We had to do a $40 uber to get anywhere. This is not prime location for anything fun in Chicago, the only perk is the shuttle and how close it is to the airport. If you’re going to stay here, id rent a car. But I honestly wouldn’t recommend staying here at all.

It got the job done in terms of somewhere to lay our heads....

Bought the room through travail.deals, was supposed to be “$131 is what you’ll pay” for everything including taxes. Got there and there was an additional $75 charge of which they say $25 will be reimbursed. Front desk clerks couldn’t do anything about it but refer us to their GM. Told me there was “fine print” that was on the third parties page, understandable, BUT when we got home and looked, there was no such thing! We rode with other people in a different room yet they charge you also for a $28 car parking fee per night, which they said all hotels in Chicago do.. doubtful. Decided to pay the additional $75, because of course if we say no we’ve got nowhere to stay. Our room was ok.. the tub drain was hanging out the drain by a weird chain that was nasty and covered in everyone else’s hair. Pulled it up to put it back but the whole thing came out. Drain was also clogged so the tub filled up with nasty water while showering. The mini fridge didn’t get cold and had no control. When we opened it the bottom trim of the busted cabinet it was in fell right off. In our friends room, the AC didn’t work and had light bulbs missing from light fixtures, which I’m sure they’d try and charge them for. They went to another room on a different floor. In that one the AC worked but again, missing light bulbs! The second bed in the other part of their room was wet as well as the floor. Looked like there’s been issues with water leaking from the ceiling. After they already switched once, decided not to try it a third time and deal with it because we were tired. The rooms also state there was breakfast included in some and not in others. We opted out but our friends room said there was. There was no breakfast. They have an overpriced mediocre restaurant attached and that’s about it besides a small snack shop like most others with overpriced items. You get a $5 credit when you stay, but even a $.99 cent box of candy from Walmart is.. you guessed it! $5 🤣 Location was decent depending on what you’re doing. We went to a concert and it was about a 20min walk. We also found other nicer looking places that were right by there. Next time we come in for a show, we will definitely go to one of them. We will also never use Trivago...