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My flight to Chicago was canceled due to weather and Eurostars couldn’t rebook or refund me. I paid around $500 for two nights and they just took that money without any offer of credit. I thought a 4-star hotel would have a better cancellation policy, especially with unforeseen circumstances. Very disappointed.
Would rate service higher than 5 stars if I could. Shout out to LaToris for helping me get my package left behind shipped back to me without any friction. Thank you
I have not stayed at any of their locations as of yet. However, the way I've been treated over the phone by reservations MULTIPLE times seems to be a GIANT red flag. I've called several times just trying to make a simple reservation, and absolutely NO ONE seems to know how to book. I keep being placed on hold for minutes at a time, and hardly anyone speaks fluent English. This is totally unbelievable.
Alright
I am writing to formally report a serious health and safety incident that occurred during my recent stay at your Chicago, Illinois property in February, 2026. While certain aspects of my stay were satisfactory, the situation described below created an unsafe environment and resulted in unacceptable treatment by on-site management. The toilet in my guest room unexpectedly overflowed in the morning discharging water and human waste onto the bathroom floor. The incident did not result from any misuse on my part and I immediately contacted the front desk to request assistance. Maintenance staff arrived and were able to unclog the toilet; however, they left extensive sewage contamination on the bathroom floor and stated, “You’re all set”. I informed the maintenance staff member that the bathroom was not in any condition to be used and we were indeed not "all set". He said it was not his role but would inform housekeeping and request to have the room cleaned. Unfortunately, housekeeping did not arrive. Given the presence of raw sewage, the saturation of towels on the bathroom floor, and the tracking of contaminated water and human waste into the main room, it was not safe to remain in the space. I am a two-time cancer survivor and as a result live with a compromised immune system, exposure to such conditions was not merely uncomfortable, it presented genuine health concerns. Remaining in the room did not feel safe. We therefore gathered our belongings and went to speak directly to the general manager. In the main lobby, my husband asked the front desk staff if they could contact the general manager regarding a problem with our room, we waited in the lobby with our bags for him to become available. Upon his arrival, the situation deteriorated further. My husband and I described the circumstances to the general manager and asked him to remedy the situation. He spoke to us in a very dismissive and accusatory manner, asserting, without basis, that the overflow of the toilet was my fault. When I requested assistance, either by relocating to a clean room or receiving compensation for the health hazard and disruption we experienced, he refused. I was told no help would be provided and since we had our bags with us, he “assumed” we were leaving. In reality, it was still morning and we informed him we still had several hours remaining in our reservation, had not been able to brush our teeth or use the shower, and had already paid for valet parking, which also had several hours remaining. During this interaction another staff member approached and conceded that indeed nothing would be done to help, I should have remained in the room until housekeeping arrived, and no further discussion would be had despite informing them both of the potential health risks imposed to me by staying in the room. The response from management was not only unprofessional but in clear conflict with reasonable standards of guest safety, duty of care, and basic hospitality. The lack of remediation of a biohazard, coupled with the refusal to provide an alternative room or meaningful assistance, created a situation that was both unsafe and deeply distressing. I fully understand that unexpected plumbing issues can occur in any hotel. What made this experience so upsetting was not simply the malfunction itself, but also the absence of prompt resolution, lack of alternative accommodation, and the dismissive manner in which our concerns were addressed, particularly after explaining my medical vulnerability. I believe guests are entitled to safe, sanitary accommodations and to be treated with professionalism and empathy when issues arise. My intention is not to escalate unnecessarily, but to ensure accountability and improvement. This experience was both physically concerning and emotionally distressing, and I trust your office will treat it with the seriousness and care it deserves and with empathy for the position in which I was placed.
The hotel deducted the fee for the entire stay twice, despite reporting the matter, did not even respond to the email and claims there is no problem!
The rooms are ugly and small. The sheets are made of sandpaper. The refrigerator was making loud noises. This was not a very comfortable stay.
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آخر تحديث في 4 أغسطس 2026