Crowne Plaza Chicago West Loop by IHG — Hotel in West Chicago Township

This is long, but it's a must-read. I booked a three-night stay at the last minute for my grandson & his girlfriend as a gift. It was booked through booking.com because that's all I could get. Not having a great feeling, I called the front desk at the Hotel and spoke to Miguel, who provided me with a confirmation number and noted on the reservation that it would be a late arrival, even mentioning that they would be put in a room on an upper floor if possible. He told me that everything was ABSOLUTELY confirmed. The train my grandson was coming in on was delayed, so I called them at approximately 10 pm to let them know. A woman at the front desk answered, and all I could say was, 'Wow!' She proceeded to tell me that the reservation had been canceled during the day, and Booking.com should never have made the reservation because they were all filled up. When I tried several times to let her know that I called the front desk to confirm, she said a man named Miguel was young & new, and he should not have confirmed with me. She kept taking over me, over & over, that it was Booking.com's fault and not theirs. She didn't care at all that my grandson & his girlfriend would have nowhere to sleep. I explained that I understood that part, but Miquel should have NEVER conformed and told me everything was secure. This woman's voice got louder and louder, and she wouldn't listen. I then spoke with Jerry, the manager, and he explained it all to me again. Even after letting him know that I fully understood that Booking.com messed up, but after calling the hotel directly and getting confirmation, it then became their problem. Well, after things calmed down a bit, Jerry promised to call around for other hotels and try to help them find a room somewhere, as they were truly full. He also promised to call me back. Nothing.... never heard a word back. After a long night of calling every hotel I could while my grandson was in route to Chicago, I finally found a room at the Hampton Inn, and the lady was wonderful. Please don't use a confirmation number from Crowne Plaza Chicago West Loop as security; you may not receive a room. They take no responsibility for what happened and continued to blame Booking.com. Jerry's attitude was ok, but the woman I first spoke to should not be working there. They need to train their staff properly instead of making excuses that someone is new, and adjust their employees' attitudes. Not a good situation at...

My family and I just recently stayed at this hotel in two separate rooms.

As an IHG member for more than a decade with stays in hundreds of hotels in a number of cities across the country, so I have high expectations and to be honest, we should have received more from this location. The customer service and hotel environment were not up to the level of any IHG affiliated hotels.

As patrons, we do understand that there may be one or two opportunities during a hotel stay, but this many opportunities in two separate rooms are just simply unacceptable. I will say there were two front desk employees that were kind, courteous, and helpful, but the remainder of the staff is disconnected and is not in the habit of taking a service-first approach.

Our experience is highlighted here:

Elevator was broken - skipped the same floor more than once while I was riding on it with other guests not being able to get to their room on that specific floor.

The air conditioner broke in one room.

Two lights were broken in the room and three lights in the other room.

Hotel supplied one room with 2 towels for 3 people and 2 towels in the other room for 4 people. When we asked for more towels, we were questioned by the front desk as to why we needed more towels - they were rude and condescending and when housekeeping arrived, they only provided two additional towels, which still weren't enough.

Terrible television selection - only local news and abnormal stations not suitable for children.

No trash bags in the trash cans, which is disgusting. We asked the front desk to supply trash bags, which they never did and we asked to empty the trash cans no one ever came to empty.

The refrigerators we're set at level 3 and level 4 - not cold enough for food storage.

The slider door to the outdoor patio (17th floor), both locks were broken, missing in both rooms - huge safety issue.

An outlet plug near-bed was broken in one room.

Room design is poor with nowhere to hang towels to reuse them, and the hotel's housekeeping policy is that a room can only be cleaned after a three nights stay - we stayed two nights.

We were only supplied with 1 extra roll of toilet paper for both rooms.

The bathroom light in one room was missing light bulbs.

Housekeeping barged in the room without knocking as we had a late check-out of 12:00 pm, and housekeeping attempted entry...

‼️ Mine was an experience filled with disappointment ‼️

Coming from MN, I made the arrangements over the phone about a week ago. I asked for a suite, as I would be traveling with another woman and her two children. I was offered 3 options; room alone, room and cancelation insurance, room cancelation insurance and breakfast. I asked a question about breakfast, "is this a buffet". I was told no, so I opted for breakfast and suite without insurance. I asked for a roll away bed for one of the children.

We arrived at the hotel. I asked where I should park. The hotel front desk person told me to park in the lot across the street, but did not mention a cost. I mentioned that I needed a roll away bed again, because he didnt seem to see this on my reservation.

We parked the car and checked into room 1200 approximately 5 PM.

We dropped our bags in the room, which was extremely hot. The thermostat read 81 degrees. We set the temperature at 63 and the 9 year old and I left the other woman and her newborn baby at the hotel to scout out some food.

We got back to the room, still hadn't received the roll away bed and extra sheets, we tried to call to report this to the front desk staff, but the phone didn't work, so we walked downstairs to let them know.

When we got back to the room it was still, at 730 PM, 81 degrees. I let them know about the heat. They sent an electrician, who determined there was a wiring problem in our room. They moved us at approximately 8 PM to another room.

This morning we head to breakfast to find what I paid for was a buffet, I specifically said I did not want breakfast package if it was a buffet.

I thought about this experience. For the price I paid, well over $300, I should be able to expect more. I called to let the front dest know how disappointed I am, only to hear, "we can waive your $54 parking". Frustrated, because nobody told me about this fee when they suggested I park in the lot, I asked to talk to a decision maker. I was told i would need to wait until tomorrow.

I will already be gone tomorrow, so I assume I am just going to be left a very disappointed customer.

The only reason I chose one star, is because the workers at the hotel...