First of all I'm not sure this is a fair review because we haven't even stayed here yet. We booked a night at another hotel but thought this would be a better location that was more professional. We had a long day at the zoo and were quite tired (myself, my wife and 4 yr old daughter) but nonetheless thought it would be nice. The location is great.... if you want to be in the centre of Michigan Ave then this is the place. That being said here is our experience thus far...
We got there after walking all day and were super tired. We really didn't like the hotel we were at and like others reviewed, were looking for something more upscale. We were greeted by a nice young blonde lady (I forget her name, sorry) who's service was great. We asked to see a room and although the room was fully booked she managed to find one that she could show us. We checked it out in the historical tower and was advised we could have a room like the one shown which is a deluxe with 2 double beds and a view of Michigan Ave, perfect for what we wanted. While checking out the room my daughter fell asleep in my arms from a long day... understandable but tiring.
I asked the price and advised we are CAA/AAA members. We were told by the lady assisting us it's $246 for the evening compared to the regular rate of $286. She also advised that they are unable to give me this rate at the front desk as their "system" doesn't allow this and doesn't even show what the rates are for promotions. I then called the toll free number with their kind assistance and spoke with a "Troy". Keep in mind I've had a long day... unable to eat because of a hotel we were currently having troubles with and have a 4 year old asleep in one arm while I'm on the phone with the other. I told Troy we looked at room 1905 to get an idea of the hotel and it's rooms (as the one we are currently staying at isn't quite what we had in mind). He then starts mentioning another person's name and offered us this rate and many options for being some sort of a gold ICH member of some sort (sorry I'm paraphrasing this part) and that we would have a free movie included and free internet. At the end of this I said this sounds great. I state my name and that I'm not the person he assumed I was. I asked him why he would assume I was a guest currently there when I advised clearly at the beginning of the call that I was still just initially booking. Not only that, he advised the price as $270ish ... when I advised the price quoted, he had found that price... great, I'm supposed to their jobs now. I advised I still want these "perks" and that he had offered them. Do I need a membership to qualify? I didn't think this was Costco.
I'm still choked at this point I have a sleeping 4 yr old in my arms. He apologized as he couldn't do anything as the "system" doesn't allow it. Every organization or large company has a system. I don't accept this and here's why:
Anyone can follow the rules. the best companies that offer great customer service bend them or work to find solutions. I spoke with the manager and advised the same thing. Was told... the system doesn't allow it, there are restrictions, etc. I asked him if he's the manager of the hotel, why can't he make the exception to offer the AAA rate at the front desk. I empathized and understood that he didn't create the system in place. I was then told they can offer the regular rate of $286 less 10% which is normally the AAA discount. At this point I fired back at him because I was told by the lady at the front desk (still very nice at this point and right to the end) and that math still doesn't add up to the rate of $246. Not sure why he thought I'd be happy with that but anyways.... I asked him if he was going to offer the rate or not to which he said he would book me in at $286 and then discount it after.
Why does a "world class" hotel such as ICH have systems issues that offer little flexibility. Why do managers seem to have no discretion? Why do I have to lose my temper and get upset with a sleeping child in my arms to make a case in order for a solution to be provided by a manager who seems content with saying it's the system and that basically the way it is??
I feel like I've been fed lines and this customer service is brutal. In short I'm happy with the location and had planned on staying two nights but have had way better service from the Marriott Courtyard in Schaumburg and the Marriott Fairfield in Starved Rock.
To fellow trip advisors who have rated this hotel or stayed at other hotels in downtown Chicago? Any recommendations for other hotels? Please, your warm wishes for my stay tomorrow night.
- Official Description (provided by the hotel):
- InterContinental Chicago is a lot like the city itself: historic but hip, refined but relaxed, cultured but comfortable. A member of Michigan Avenue s architectural elite since 1929, our hotel is within easy reach of Chicago s incomparable museums, stores, theatres and restaurants. Navy Pier, Shedd Aquarium and Oak Street Beach are minutes away. ... more less
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- Also Known As:
- Intercontinental Chicago Hotel Chicago
- Chicago Intercontinental