The Chicago Hotel Collection Millennium Park

If I could give negative stars, I would! I canceled my booking within the cancellation window allowed for a full refund. The company never refunded the money! Ive had repeated calls and promises made, but no refund! watch out for this scam!
Apr 22nd, 2023

There is no assistance at the hotel check-in. Way finding to your room is not clear, there is no signage indicating directions to various room numbers. My room was incredibly noisy, (possibly located directly below the rooftop cooling tower?). Noise level comparable to the sound inside a jet taking off. The toilet seat was basically broken. The bed was made upside down and backwards, ie the duvet opening was towards the head of the bed and the duvet was UNDER the top sheet. Called "customer support" (once they opened at 10 am. They told me "That's the way the beds are usually made" and hung up on me. By the way the price shown on Google Maps or their website is only about half of what you will actually pay.
Apr 14th, 2023

Same complaints as everyone (except I booked months ago, so it appears I am paying triple what the rates are now.) No hotel onsite staff. The lady working the desk only works for the apartments and will provide no help to hotel guests. Room was to be ready at 4pm, but it wasn't. After about 6 calls and 3 texts, someone from customer service answered and got the check-in system to register the room was ready No info on wifi...so after another three calls i got the guest wifi password. Room has a really cheap blanket. If the app and check-in experience wasn't so bad, this would be a 3 star, overpriced room in good location. The lack of room readiness, staff, and customer service makes this a 1. Hopefully i won't be like the others and get overcharged. I doubt it as they charged a lot upfront.
Mar 24th, 2023

If I could give ZERO STARS I would. To start, we never made it past the cockroach infested lobby. The email with check in instructions was never sent 24 hours ahead (as it was supposed to). Our flight got in later than expected so couldnt even call before midnight ( they want you to if you come later). Their voicemail says to text for urgent messages, though was never answered our entire 5 day stay in Chicago. So we were stranded in downtown Chicago at 2am. I was on the phone with hoteltonight back and forth for 1.5 hours but they couldnt help with the situation. The security of the lobby, gave us a hard time because we were hanging around for a long time even though she could hear we were stranded with no where to go and still in the phone to figure out new accommodations. Hoteltonight couldnt get ahold of the company, we couldnt get ahold of them, so we did the only thing possible, book a new hotel. And yet, hoteltonight could not get us a refund or even credit even though the owner just replied 4 months ago to another person that they had a no show policy with a first night fee. Hands down the worst customer service from Both companies. If had at least gotten a response from the hotel the next morning informing us we could check in for our following night, rather than us being in the dark (after the security saying they might have cancelled our reservation) would have been so much more helpful. Rather trying to find last minute accommodations the weekend of Lollapalooza you can imagine was frustrating and expensive. On top of the $500+ wasted on this hotel we never stayed at or had ANY communication with. So disappointing. Still angry and bitter one week later.
Mar 12th, 2023

I had a terrible experience staying here. It started with the check-in. I arrived right at 4 o'clock with my friend who was also staying. We were having problems checking in, and tried to call, text, and email to get help checking in as we kept having problems validating IDs... Someone finally got back to me about 4:35 ish... I think it's insane that no one was available to help right when the check-in process started. I finally was able to get my key after a 45 minute check in process... Then I get up to my room. I went to take a shower and there was no conditioner. None! The room was not in the best shape either. I found long dark hairs on two of the towels. The towel rack that was on the wall was barely attached to the wall. Also, I could not get any hot water to come from one of the bathrooms.
Feb 19th, 2023