Travelocity Verified Review
"I had booked a double queen room and was contacted on the day of my day and told that the room was no longer available, but I would be upgraded to a queen suite instead.
When arriving to the hotel to check-in at 6pm, we found that there wasn’t any hotel staff on premises, so entry to the hotel was a bit difficult.
Entering the room we found that the “upgrade” was actually a downgrade to a smaller room, with all tile floors (not at all comfortable). The kicker was that the room was FREEZING!!! No one through to heat the room in advance of guests arriving. There are no words to how abysmal this customer service is. Moreover, the only heat option was a tiny wall heater, which we couldn’t get to work and being that there wasn’t a hotel staff on premises, there was no one to help us. Because of this, we decide to leave. I have a 2 month old baby and keeping him warm is sort of important.
We called the hotel customer service line to let them know what had happened, focusing mainly on the fact that the room was uninhabitable due to the cold. I was told that it was against policy to refund the room fee. I can’t imagine how this is possible, but whatever. I found later that I had also been overcharged by the hotel, adding insult to injury. I’ve reached out to the hotel group for them to remedy and have yet to hear anything back.
Pretty much unacceptable."
A verified traveler stayed at The Chicago Hotel Collection - Wrigleyville