"Stressful, unprofessional, overated"
Overall Score2.0/ 5
I started this mess by booking with Hotels.com. The information that was on the web site I originally looked at stated we could cancel with no charges up to a few days prior to the scheduled arrival. Didn't happen. The hotel reservation lines all told our group parents something different. Some were listed under the wrong group and got a rate that was $40+ cheaper than what we were given. The hotel contracts are difficult to understand and the "Hannah" that was handling our group wasn't the easiest to deal with. I had told her I wanted parents to call and make monthly payments until they were pre paid for their rooms. Nope, every contract that she sent had only four payments and I could not get it through her head. Then my parents starting calling the phone # I was given and some were told they needed deposits, some where told they could pay when they arrived. Some were put under a different group all together. All our parents cancelled our Sunday night stay and we were told we would have to pay more for the other nights, I was over the hassles and contacted their corporate office to get things resolved about the Sunday nights. And again just about every parent was told something different when they called to cancel Sunday. Most were told it was not a problem, then some of us were told our room rate would go up. We originally booked these rooms back in August or September last year. We were all required to send in a credit card form to fill out. When we arrived they actually "charged" the families card. Not only were we NEVER told this would happen, but families came with a budget and with them charging peoples cards they didn't even have money to eat with, much less do anything in Chicago with their kids. The hotel said it was a charge for incidental's, well why should they be charged when they hadn't even seen their rooms! Then when we get back home people from the group were still getting charges added to their accounts! And we left on the 22th of July, as of the 30th the majority of the group STILL didn't have their money put back on their accounts! The hotel puts their over priced fancy water and some other crap on the dresser on an electronic pad of some kind and when something is bumped off the electronic surface it charges you. Instead of getting someone to take them out of the rooms people were hassled with them all weekend. I had a credit on my room from overpayment and was suppose to have $100 credit due to the no TV $25 and the manager was suppose to be putting $75 on the room for issues with the employees at the front desk. I didn't see the credit on my bill and I still do not have my money refunded! Its been almost two weeks. The rooms are small, nothing fancy, nothing like what was described. I have paid a third of the price for Motel 8 and had a very similar room. Motel 8 you get a microwave and mini refrigerator already in the room. We asked at check in for each and they had no more microwave and the refrigerator was brought to our room and thrown on the floor, wedged in the corner so it would only open part way, if we moved it the frig came unplugged. Who has ever heard of a supposedly fancy hotel it was below average in my opinion. When you GPS the address the hotel address it brings you to a alley with no signs or anything for the hotel. Finally I called the hotel and they were on a different street! After driving around in circles for 30 minutes I was pissed! Not one sign! One of the employees told our girls they couldn't keep riding up and down the elevator, well they put everyone of their teammates on a different floor so they had no choice then to go up and down the elevators. And the part of this whole 'cluster fu**" is that I got an email from Hannah AGAIN that I will owe them money! Well for one the home office said they were cancelling the contract. Two, they had so many people not listed under our group and booked under other groups she has no idea how many people we had there. Three, her employer cancelled the contract! I will be going back to the corporate office again if I continue to get emails.
Verified Review, stayed from Fri Jul 20 to Mon Jul 23 2018 at a $219.00 group rate (9% discount).