Level Chicago - Fulton Market — Hotel in West Chicago Township

Extraordinarily bad. Do not stay here unless you want to be left out in the cold (literally). They canceled my reservation less than a day before I arrived in Chicago on the coldest night of the year. Level is basically a long-term residence business that does hoteling on the side, and it shows in their slum-lord like customer service. ||||They do not have a customer service team to speak of. If you have an issue, your only hope will be the one manager on call and he is not directly reachable nor will he make an effort to reach you if he doesn't feel like it. I am convinced that they canceled my "advance booking" discount reservation at the last minute so that they could make room for a full rate booking. Based on the reviews, it looks like I'm not the only one who has experienced this. And there are only 28 reviews...||||I booked a discounted pre-paid reservation a month ago, and immediately realized that I had let Chrome populate my amex information with a "virtual number" which it automatically does for security purposes rather than my actual amex number. The email confirmation that Level sent me in response said that I needed to present the card with the same number at check in and so I called them within an hour of my booking and explained that I had used a virtual card and wouldn't be able to produce it at checkin, so should I cancel and rebook with my actual card info, they said no, don't worry about it, we can handle it. Unbeknownst to me, they didn't actually run my card at that time.||||The week before my arrival, I contacted them by phone to confirm the reservation and confirm a few other logistical details. Everything seemed good to go.||||Less than 24 hours before check in, Level runs my card on my prepaid booking and I'm assuming because it's a virtual card on a month old payment, the payment is declined. Amex doesn't have any record of the payment being attempted. Instead of calling me, they immediately canceled my reservation. I got an email from a Philip Kane, Guest Services Supervisor, saying that I had violated their booking policy and that I could rebook my reservation "at my leisure". I called every number I could find, and kept getting directed to the same front desk manager at Fulton, Mark, who tells me that my only options are to book a new reservation on the website at current prices or reach Mr. Philip Kane, who I'm told is the most senior person in the Level organization and the only person who can help do anything about my old reservation (and I am told that Mr. Kane, as a very senior manager, is a busy man who will call me "at his convenience"). I emailed Mr. Kane, first asking him to call me, and when he doesn't call me back, I email him to explain what happened and asking him to please call me. Still no call. Mark is very careful to tell me multiple times (usually interrupting me to do so) that I violated the rules and policies of Level Chicago by having my credit card declined (again, a virtual card they said they could handle), and that these policies are clearly stated on the website. I was really glad Mark clarified that for me, it was so helpful.||||After waiting several hours for Mr. Kane to call or email me (which he does not do), I eventually do go on the website to see what the price difference is between the advance booking and what is effectively a same-day booking. But they are sold out. ||||Beware. They do not have any customer service chain to speak of. The front desk are not empowered to handle any real issues (and based on my conversations with Mark, that's probably a good thing), and there is apparently only one human being who is capable of making things happen, but he is only reachable at his own leisure.||||It's too bad, the rooms looked nice in the pictures, but I guess not everything is what they seem on the surface. I'm making a booking this evening at a regular hotel because (1) I need a bed to sleep in on the coldest night of the year, and (2) because if a "hotel" can't handle something as basic as processing a payment and honoring its reservations (or having reachable customer service), then I don't want to risk...

Absolutely Horrific Experience - Avoid This Hotel at All Costs!

I recently had the misfortune of staying at this disgraceful excuse for a hotel, and I can confidently say it was the worst experience of my life. If I could give this place negative stars, I would.

Firstly, the room was infested with bugs. Not just any bugs, but bed bugs AND cockroaches. From the moment I stepped into the room, I was horrified to find cockroaches scurrying across the floor and bed bugs crawling on the sheets. I was bitten multiple times during the night, and woke up with itchy, painful welts all over my body. The cleanliness of this hotel is non-existent and it is clearly a health hazard.

As if the bug infestation wasn't bad enough, the guest experience was absolutely abysmal. The walls are paper-thin, and I could hear every little noise from the adjoining rooms and hallway. There were loud, disruptive parties going on until the early hours of the morning, and no staff seemed to care about enforcing any sort of quiet hours. Sleep was impossible, and my complaints to the front desk were met with indifference.

Speaking of the front desk, the staff was beyond incompetent. The person who checked me in was clearly drunk, slurring their words and reeking of alcohol. They fumbled with the check-in process, and it took nearly an hour to get my room key. When I finally did, it didn't work, and I had to go back down to the front desk to get it reprogrammed by the same intoxicated employee.

To make matters worse, there was a total lack of any decent amenities. The so-called "complimentary breakfast" was a joke – stale pastries and weak coffee that tasted like it had been sitting out for days. The fitness center was a tiny, poorly maintained room with broken equipment, and the pool was filthy and uninviting.

I was desperate to leave this nightmare of a hotel, but they refused to refund me for the remaining nights of my stay, citing some bogus "policy". I ended up cutting my trip short just to get out of this place and find somewhere clean and safe to stay.

Do yourself a favor and avoid this hotel at all costs. I wouldn't wish this experience on my worst enemy. This place is a complete disaster and should be shut down immediately. Save yourself the misery and stay...

What an absolute disaster. Do not ever try to book a rental place here. We booked a 3 bedroom rental here over 4 months ago for 8 girls and they called us the day we were supposed to check in to say they didn’t have a 3 bedroom available for us and that we would have to stay in a 2 bedroom that didn’t even have room for our whole group to sleep. They ‘tried’ to compensate us by offering us a discount of $900. It’s funny that the ‘discount’ they offered us happens to just be the difference in price between the 2 & 3 bedroom condos. So they can cancel our property at the last minute without offering us any sort of actual compensation for the inconvenience. They don’t seem to realize that there isn’t room in here for our whole group to sleep so they basically ruined the logistics for our entire weekend because they double booked the 3 bedroom condo. Also, the bathroom door doesn’t close, the place is filthy, our feet were black after 5 minutes of walking around here, and the management staff doesn’t seem to care about the massive inconvenience they caused us at the last minute. Also, they said the property they downgraded us to was a 2 bedroom with 2 queen beds. Be advised, their 2 bedroom properties have one master bedroom with a queen size bed and a large CLOSET (no windows, no closet) that they advertise as a second ‘bedroom’ and it does not have a queen bed, it has a full size bed. The ‘pull out couch’ does not actually pull out either. Do not waste your time or money staying here. So really it sleeps 4 people max. Not 6 like they advertise and definitely not the 8 that we had...