I will try to stick to the facts however it was disappointment after disappointment this past weekend. My husband and I booked 4 rooms at the Embassy Suites to host family for our wedding reception weekend. We are also Platinum Members at this hotel chain, we travel a lot. We knew when we booked the rooms that the hotel was doing some ‘renovation’ work. The website and employee we spoke a month before we booked the 4 rooms assured us the majority of the construction and renovation would be completed by the time mid-February. Upon arrival on Thursday, there were school groups all of over the hotel. Only two of four elevators were working so it took about 10-15 mins to even get on an elevator (each elevator held about 6-7 people comfortably minus luggage). I don't mind taking the stairs, but its harder when you are 7 months pregnant. From there our ‘experience’ went on a downhill on a runaway train:
•The free breakfast, was literally next to a construction area. So the omelet station was four campfire burners and you got to smell the fumes from the construction while enjoying your breakfast.
•Thursday-Sunday, either only one or two of the elevators were functioning. It was about a 20-30 min wait for the elevator during the day.
•Since the elevator took so long, all of the guests had to take the stairs. Which would be fine if I was not 7 months pregnant!
•On Sunday after finally getting an elevator after 10 mins, my family and I were seating and waiting in the lobby to go to the airport with our luggage. A hotel employee comes over to us and says “we need everyone in the lobby to leave so we can take a photo.” I asked her “where can I sit then?” She says “Oh , just take the elevator to the second floor.” That is fine if I was not 7 months pregnant and had to wait 10-15 mins because you have one working elevator!
•After speaking to the hotel manager and another front desk employee, their response was
“Sorry, there’s nothing we can do." or " I don't know when the elevators will be working again."
We will never stay at the Embassy Suites in Downtown Chicago again. One of the worst experiences I have ever had.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
February 25, 2013
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I appreciate the review of your recent stay at our hotel and thank you very much for selecting us for your wedding reception. I truly regret that you were disappointed and that we were not able to deliver the exceptional service you expected from us. As the final aspects of our extensive atrium renovation are nearly complete these types of inconveniences will come to an end. I hope you will give another chance to demonstrate our committment to service on your next visit to Chicago.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.