This hotel experience was such a disappointment. I was very excited to meet up with girlfriends from college for a fun weekend in Chicago. We had booked the hotel well in advance, paying a premium rate, but based on reviews assumed it would be well worth the extra money. We also considered Trump, Four Seasons and Ritz where each of had all stayed before and enjoyed, but wanted to give the Peninsula a try and were really looking forward to a quality experience.
We were off to a good start with very courteous bellman and valet, but that did not last long as our interaction with employees at reception was terrible. There was confusion as to our reservation at check in (I had called to confirm everything early in the week and was told that my reservation was cancelled, which I hadn't done -- the reservation clerk said no problem she would reinstate it). Upon check in, I now somehow had two reservations . .I'm still not sure everything was resolved but we were given our room keys. To top it off the reception staff seemed put off that they had to do any extra work to assist us.
We got to our room, which I have to say was beautiful and spacious. Well, maybe things were looking up! We left the hotel and returned later to have a few drinks at the Lobby Bar. Again the bar is a beautiful space, very cozy and warm. We sat down in a couch seating area in the bar when the waitress approached us and asked us rather rudely if we were sure that we wanted to sit there . . . ??what does that mean?? were in an inconvenient spot for her? very strange.
All of us booked spa services (all working moms, who were looking forward to a day of luxury and serenity!). Upon arrival at the spa, 10 minute before our massage - at check in we were told to hurry up and get ready so that we could enjoy our massage. We were also told that the women's steam room was out of service (this information was not shared upon confirmation of our appts) We were escorted to the women's locker room which was so cold, it was impossible to relax. Despite the fact that there were several available lockers, we were all squeezed in right next to one another. Overall most of had great massages and came out of the room happy . . . until we sat in the lounge chairs to relax. There were four chairs, at least two of them no longer fully function in terms of being able to move the foot or head rest and on all of them the reading light was broken. Additionally, while relaxing, a spa employee entered to replenish the water bottles, but unfortunately he brought the entire shrink wrapped box in and preceded to make a ton of noise opening the package! The Spa did end up giving each of us a credit after our complaints regarding the steam room closure, so kudos to them for following up, but it came only after we made several comments.
The housekeeping staff and room service staff receive high marks, they could not have been nicer and exhibited great customer service. I suggest that the front desk, check in, the spa and the lobby bar waitress take their cues from them to improve their level of customer service.
Overall, the experience of what we expected to be a luxury hotel was just average. We might as well have stayed at a Westin. Very disappointed . . at one point we even considered checking out and checking into one of the other 5 star hotels in the area.