The “good” at the Waldorf goes without saying. It’s a luxury hotel. They have luxury amenities; the spa is sparkling, the property is beautiful and people open doors for you. You didn’t need me to tell you that. The “not-so-good” – I feel this hotel rests on its laurels. I’ve heard the Elysian did not disappoint with its level of service. The Waldorf, however, does.
We chose the Waldorf for our two-year anniversary get-away. The hotel was aware of this, evidenced by the box of pistachio brittle with a note of congratulations. Pistachio brittle. It was disappointing. And not very good.
I realized I had forgotten my hairspray one morning. My husband called and asked to get some brought up. They informed him that they didn't have any, but could go buy us some. They really don’t stock hairspray?
Our privacy "button" was inadvertently activated one morning. We returned that evening to find our room had not been cleaned. A phone call to the front desk resulted in a promise that our room would be refreshed when we left for our 6:30 dinner reservation.
We returned 2 hours later to find our room exactly as we left it. After a second call to the front desk, we agreed to leave again while it was cleaned.
We returned at 10:30 pm to a clean, but incredibly warm room. We called the front desk , notifying them that the temperature had not budged from 76 degrees in 24 hours. A technician was called to the room and worked on the unit for about a half hour. He worked while my husband and I awkwardly waited in our pajamas, waiting for him to leave. Finally, at 11 pm, he assured us our room should feel noticeably cooler in about a half hour. A full hour later, there was no improvement. It was midnight, and I couldn’t sleep. I called the front desk to lodge a complaint. The staff’s responses were, “try opening your patio door, you have a Juliette balcony”, “we could send a fan”, “we could move you to a different room.” It goes without saying that I’d rather not leave my patio door wide open all night, listening to the street noise. Didn’t want the fan. And who on earth wants to move rooms at 12 in the morning? And, as if the heat weren’t bad enough, the beds… awful! I would know, I have a bad bed at home. The mattresses are firm and lumpy. The covers consist of a down comforter sandwiched between two sheets. At least we didn’t need the covers!
The next morning, I took my cupcake (purchased from the “cupcake ATM” across the street!) out of the refrigerator so it would be ready to eat when we came back later in the day. When we returned to the room, it was gone. I looked all over the room. I checked every trashcan. No box, no wrapper, no crumbs - nothing! I even had to stop and think if I had eaten it before we left. It unnerves me to think that someone had entered our room for no good reason and then took something. I’m still wondering what else I might be missing that I haven’t discovered yet.
Our stay was pleasant, yet filled with petty inconveniences that put a damper on our enjoyment. At least they kept the no tipping policy.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
May 9, 2013
Dear Jacilyn A,
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Thank you so much for sharing your feedback regarding your recent stay with us and for choosing the Waldorf Astoria Chicago to celebrate such a special occasion. I am delighted to read that you found our hotel beautiful, with luxury amenities and our Elysian Spa sparkling. I regret, however, to learn about the inconsistencies in our level of service you experienced during your visit, especially pertaining the Housekeeping services and uncomfortable temperature in your room.
We truly value your feedback, for comments like yours enable our continuous pursuit of excellence in everything we do. Unfortunately, these valuable lessons have come at your expense. I would like the opportunity to personally apologize and discuss how we can have you stay with us again. I can be contacted at firstname.lastname@example.org, or alternatively, my direct number is (312) 646-1404.
Director of Hotel Services
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.