My husband and I booked two rooms on 12/23 at fantastic rates through Bookit. We wanted to show our teen nieces the beautiful city of Chicago. When we arrived at the hotel and decided to upgrade to a suite. No suites were ready when we arrived...we were told it would be ready at 1:00 as they would put a rush on it to get it cleaned. No problem, we dropped our luggage and headed to the Aquarium.
(1). We returned at around 4:00 only to be told the room STILL wasn't ready...another 15-20 minutes. For our trouble we were given tickets for free drinks in the bar while we waited. The girls seemed ok with the idea and sipped their sodas while we enjoyed adult beverages.
The suite...one of the nicest suites my husband and I have EVER stayed in! WOW doesn't describe it! It had to have been 50 ft. long with two bathrooms! The girls' room adjoined ours and they loved the city sights from 32 floors up...especially the Christmas lights.
(2). We received the bill in the morning on it was over $32 of items purchased from the convenience store off the lobby. Yet I had only purchased a $5 bottle of water. Called the front desk to enquire. The clerk began reading off the purchases...none of which we had bought! So for our trouble, he not only removed those charges but the charge for the water, too.
(3). We had received a breakfast voucher for a full breakfast buffet. But due to the holidays, the buffet wasn't available, so we were able to order anything from the menu. Great! Except my husband ordered an omelet with Swiss cheese and veggies. Instead, he received a clump of scrambled eggs. He sent back his meal and it was replaced quickly with an actual omelet ... with cheddar cheese. How ironic that the Swissotel couldn't get my husband's Swiss cheese omelet right! The girls also ordered hot chocolate, which was finally delivered right at the end of the meal.
If the meal had not been free, we would have complained.
Yes, there was quite a bit of disorganization. However the Swissotel came through in every issue. They were very accommodating and friendly. I can't say what caused the disorganization; hopefully just a fluke. Would we stay again? YES!
Corner suite was floor to ceiling windows for a gorgeous view from anywhere!
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
January 11, 2013
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Thank you very much for sharing the details of your experience at Swissotel Chicago. I am happy to learn that you have enjoyed the comfort of your room as well as the view of the view.
Once again our apologies for the unexpected service shortfalls. Although we worked to resolved them to your satisfaction, I understand your kind suggestion about better organization which we wil surely focus on in the future.
Please do not hesitate to contact me upon your next visit if you need any assistance.
Front Office Manager
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.