Posted Sep 6, 2016 on Hotels
Arrived to hotel to be told that room was not ready. We were informed that once 1 of 2 rooms being cleaned became available we would get a text message, approx. 30 minutes. So 2 hours after we were told we could check in when booking, we are told that only one room was being cleaned, not 2 and sorry it was "Smelly" and we would have to downgrade in room size and view. I informed them the whole time that we had a reservation to make and we were going to miss it if we could not get changed. They told us to go change our clothes in the fitness room. They told us they had a lot of departures on Saturday and could not clean all the rooms at once. I guess when I spend $383 plus taxes on a Executive suite room with a lake view, I expected that. Not a room looking at a side of a building. They down graded us to a junior suite and said they would refund $150, never saw the refund. I had communication with hotels.com and tried calling Caitlin the manager and got no where. I was told that they upgraded us and I had it backwards, what a joke. First of all why make someone wait for a long time to backtrack on what you told us when we tried checking in. Then have to wait in long line every time you want to speak to someone because that 30 minute wait came and went more than once. That text message never did come. Sad at how bad service was. PS Not a whole lot of help from Hotels.com on this issue either.
Comment from Hotel Management
Sep 11, 2016 by General Manager, Hotel Management
Thank you for taking time to share feedback regarding your recent visit to the Sheraton Grand Chicago. I would like to offer my sincerest apologies for the challenges you faced during your stay and I am conducting a formal investigation to look into what exactly went wrong. I do we have another opportunity to restore your faith in our service.
Front Desk Manager