There were many problems staying here. While the room was lovely, we had quite a bit of trouble booking. Many people didn't know the procedures for booking with a credit card and paying with cash. We called 6 times because no one was sure of the procedures. Jackie, staff, was the only person who could provide us with correct information. She was nothing short of wonderful. Everyone else seemed like it was their first day working there. This was on Thursday 6/27 and at the end of the day, we went over all the details with Jackie with a fine-toothed comb...We would check in with hotel room price plus $100 in cash, nothing would be charged to my card, and at the end I would receive the $100 back in cash.
After the hotel stay, which was riddled with long elevator lines and packed elevators (and does the bathroom not have a vent?), I was charged the hotel incidentals fee on my booking credit card, even though I had paid cash for this $100 fee upon checking in and successfully received cash back upon check out. On Saturday 6/30, I spoke with at least 5 people on the phone because shifts kept changing. Some people said the resolution to the incorrectly charged fee was to call my bank and tell them to remove it. While I knew that was incorrect, I attempted anyway. The bank did in fact tell me that was the incorrect procedure and Swissotel had to call and cancel their hold. I was also told multiple times that it was "only a hold"....I don't care what it's called. If my money is not available, it's a problem. Especiallly when it was an unauthorized charge. Chase bank credited me $100 in lieu of Swissotel's mistake that would drop Monday 7/1. Some staff at Swissotel would tell me that the hold was already removed (it was not) and some said that it would be removed Monday. One person sent an email follow up to me clarifying that Chase put $100 in my account until the hold was removed, which was NOT what I told her, and I responded with the correct information that it would drop Monday. Finally on Monday,I spent an hour on the phone between the Swissotel accounting department and Chase bank in a 3 way call to correect this. The issue luckily was resolved by Tuesday morning, thankfullly as I would have incurred an overdraft fee if it was not resolved.
While Jackie was helpful and incredibly appalled at this happening, the other staff was absolutely clueless. How can someone in good conscience tell me that the hold was removed and "not to worry" if it was not removed? It's a good thing I didn't just take their word for it otherwise I would be looking at a negative account for something that was supposed to be taken care of to begin with and not charged to me.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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I'm truly sorry for all the confusion and miscommunication regarding your bill. I completely understand how frustrating it is to speak with that many people, only to receive conflicting information. I am appalled by what happened as well, and will speak with the staff directly about the matter to find out what went wrong. Hopefully, we will discover what went wrong and train our staff to be more clear and consistent going forward. I invite you to discuss your concerns directly with me. Call me at 312-268-8100. I'd like to make things right.
Marc Wawrin, Director of Operations, Swissôtel Chicago
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.