We stayed at the InterContinental for almost a week during a conference. We rented two rooms and as InterContinental Ambassador members had anticipated at least an upgrade for one room since the reservation was made as an Ambassador member. We did not get the upgrade due to the hotel being sold out, however friends of ours that were not members, obtained upgrades and had checked in after us. That was our first disappointment. The front desk staff however was very helpful and friendly, however didn't offer us any incentive as a compensation. One set of friends waited for the hotel shuttle and were given free coupons for an appetizer and that would have been a nice gesture.
What happened next was our rooms were not ready and we waited well after 5pm to gain access to the second room. After having driven in and needed to be at some gatherings, it made things a little difficult. Again no gesture to amend the late room access. This room too was not upgraded nor the adjourning room we had requested.
The rooms at this location are stunning and the bathrooms are beautiful. The view was great too as we faced the park and also could see planes as they were coming in for a landing. Amazing sound proofing too as we could not even hear them nor any street noise as they did road repairs on the street in front of the hotel. The sunken tub was so inviting and after a long day we wanted to enjoy using it. What transpired was like a nightmare. We started the water for the tub and it stopped and would not restart. So we called to see about fixing it and no one ever came. In the interim we did use the wonderful shower and robes/slippers which we always love. But really wanted to use the bath. The next day we made a call and ask it be addressed while we were out of the room. Upon arriving back that night the bath was not fixed and we called again because after being on my feet all day, I needed to be able to soak them.
The bath saga continued unfortunately when a repair man came to the room, stated he was pretty new and tried to repair the tub and couldn't and a piece of the tub valve actually then broke off. Since I needed to soak my feet, my husband was a saint and filled the tub with the ice bucket using hot water from the sink. The repair man also never came back nor did we get a call from the front desk about the situation. So here we were, into day three now with a beautiful tub we could not use. That next morning we requested to be changed to another room and we were told one was not available. Again no compensation was offered. We then requested something, at least one night of our stay to be reimbursed and they told us we'd have to wait and see. We asked each additional day of our stay and were told when we stayed an extra day we would not be charged. We ended up getting charged.
I did speak to one of the front desk staff on our fifth day and told them about this and how it had affected our stay. I also mentioned the coupons others were given and she then provided us with a couple of the coupons. It made me feel bad however having to ask. However we were grateful and the appetizers were enjoyed while we watched the Detroit Red Wings beat the Chicago Blackhawks in the hotel's sports bar. A nice place by the way and we'd recommend it. Very good staff and good food.
A tip for folks staying the we found enjoyable was on the roof of the parking structure you can enjoy a great view of the planes landing at O'Hare as the flight path is right enligned with the parking structure.
One additional downfall.....no pool. Would be great to have a pool at this location....especially since the tub was inoperable. ;-)
The higher floor rooms offer a great view of the city if you are on the park side. The suites are n...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you for being a Platinum Ambassador member and leaving a comprehensive review, highlighting not only the bad but also the good. I am glad to see that you left some feedback on what you liked as well as what fell below your expectations.
I am sorry to hear about your experience at our property. I hope you can believe me when I say that your experience is not the norm in our hotel. I sincerely apologize for the poor experience and service issues you had during your stay. Our team pays special to our Ambassador members and deeply regret that we were not able to provide you with the highest level of service our elite members deserve.
Your experience is definitely not reflective of the high standards we usually pride ourselves with. Rest assured that your comments will be reviewed by our team and take actions accordingly. Your patronage and support to the hotel are very important to us and we look forward to welcoming you back in the near future and allow us to redeem your faith in our hotel.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.