After reading glowing remarks for the hotel, thought I would deviate from my usual chain hotel choice and give dana a try. I stayed for 2 nights in the Tranquil Suite. ** One caveat to my review is that I consult for organizations on customer experience so I consider various aspects of the entire stay. **
Overall, the staff is very friendly and the property itself is okay. As a boutique hotel I was expecting everything to be a notch above the normal hotels I use in downtown Chicago (Omni/Intercontinental). I did not have a chance to use room service, restaurant or the fitness center so nothing to review on those. Based on the menu I scanned, the prices looked very reasonable for room service and the mini bar items in the room are very fairly priced.
The areas of issue I experienced during my stay...
1. Room - overall the room was nice. The description online for the room states there are 2 balconies for the Tranquil suite. I was very surprised at the tiny, tiny size of each balcony. Don't expect a typical balcony size. The sliding door to the bathroom doubles as the door to the closet. It's not much of an issue but interesting nevertheless. The TV setup in the bedroom is poorly designed. It sits smack dab in front of the desk area. If a person is working at the desk and another wants to watch TV from the bed, it can't happen. Even with no one sitting at the desk, the TV is mounted so low that having the chair in front of the desk cause issues with the line of sight and remote control functions when watching from the bed. In the suite, there is a second TV in the living room but most people like to watch while laying in their bed.
2. The A/C in my room was not working. When I got to the room, it was warm so cranked the A/C down and after 3 hours still was not cooling. Called the front desk and someone came up to fix the issue. They did some work and "fixed" the issue and checked the temperature and it felt like it was getting cooler. When I got back from a late dinner, the room felt warm again but thought I just need to give it some time. By 1:00am it was not pleasant so called down again and they offered to move me to another room but that would be too much for me to repack everything so passed on that and they said a person would be sent in the morning. The issue was fixed when I got back to the room the next day. The first night was not fun. The living room TV in my room was not working but another call brought a tech to find the issue and fix it.
3. Called housekeeping to request foam pillows. They arrived promptly with a big plastic bag of 4 pillows. The person was very friendly and changed out the pillows while making small talk. I found out later 3 of the new pillows were feather and one of them foam. By this time, I've already called front desk 2 times (between A/C & TV issues) so decided just to deal with it.
4. I had a very early morning flight out of ORD so requested a 4:00am wake up call. The call never came and I woke up late, rushed to get ready and check out. During the check out I told the person they forgot the wake up call. He checked the list and said the room number was transposed and he called the wrong room. My room was 1001...the call went to 1010. Not a great way to complete my stay.
1. Training - the staff although very friendly, are poorly trained in the roles they occupy. Between a number of erroneous information from the Concierge to the front desk, it became clear they were just giving info to satisfy my question. As a traveller I expect at least the Concierge to be knowledgeable on the information provided. It's not a great feeling to trust the info provided and realize later it was totally incorrect. I do believe they are sincere but the hotel management needs to ensure proper training/hiring is done to make these folks successful in serving their guests. Right now it looks like management is basically filling roles with bodies.
This also was evident with the doorman//bell staff. On numerous occasions, the doorman was talking with another staff member and fails to recognize when a guest arrives. I guess my expectation is that they would cut the conversation and open the door accordingly but that did not happen. It wasn't just me as I observed this for multiple guests. Again, I think the training for that role has not been effective.
2. Elevators - unfortunately the elevators are used both by guests and service personnel. This means during peak check-in/check-out times, your wait for the elevator will be long. Obviously the guests are given first preference by the staff but that means they are delayed in whatever service they are trying to provide (room service, housekeeping, etc.).
All of the items above may have been just unique to my stay/timeframe and based on the glowing remarks by other reviewers, that may be the case. I stay at chain hotels too many nights a year and generally shy away from boutique but thought I would give dana a try. Unfortunately, I was not impressed as I was expecting a more personal and unique experience. Hope your stay will be much better.
Don't stay in room 1001.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.