I booked the Raffaello Hotel for a week at the beginning of March 2013 after reading reviews about its brilliant location and good value. However I was disappointed. I began to have concerns prior to our trip. I was travelling separate to my companions and so tried to contact the hotel via email to alert them to this fact. My two emails went unanswered. I tried calling on several occasions but they too went unanswered. I then tried their Twitter and Facebook accounts, but sadly received no response there either. When I did finally get through on the phone I felt rushed and was unable to fully explain the situation.
The location is brilliant; right next to the John Hancock Centre (where Signature Room is located) and a minutes walk to Bloomingdales and Macy's. However, our stay was let down by poor customer service. Despite knowing that 3 people were staying in the suite there were never enough mugs or glasses; we had to request extra every evening and one member of staff made it quite clear that she was unhappy about having to bring extra to our room; so very disappointing. The hairdryer supplied in the room kept tripping the electrics (despite us trying several different power outlets). On top of this, the heating would not work; the maintenance man even told us it probably wouldn't be much better if he took a look at it, giving us the general impression that he was just not interested.
Most of these things seem trivial, however I do not enjoy having to contact housekeeping or the front desk on a daily basis. This was made worse by the fact that we were offered no apologies, and were made to feel that it was our fault.
I read all the other reviews and wonder if we just timed it wrong and the staff were having a bad week. It is a shame as the hotel could be brilliant, given it's excellent location.
- Official Description (provided by the hotel):
- Chicago’s only completely non-smoking 4-star boutique luxury hotel has the best location of any 4-star hotel, just steps away from Michigan Avenue in the heart of the Gold Coast. The famed Magnificent Mile, is just steps from Raffaello Hotel’s front door, as is shopping, theater, nightlife, restaurants, clubs, Navy Pier, Hancock Observatory, museums, zoos, and beaches. Amenities include breakfast room service, massage treatments, manicure and pedicure by Windy City Massage, concierge services, 24-hour business center, PC computer kiosks, 24-hour fitness center, valet parking, valet laundry, mini-bars, microwaves, rain forest showerheads, flat screen LCD TV’s, DVD players, in room safes, luxurious bathrobes, all cotton terry bath towels, 350 thread count sheets overlaying goose down duvets. 18th floor meetings and convention center. Every guest room is non-smoking as are the public areas validating our claim to being Chicago’s only completely non-smoking luxury boutique 4 star hotel, just off Michigan Avenue, the Magnificent Mile. Our newest addition, Drumbar, sits atop the 18th floor. Drumbar is a multi seasonal destination with a speakeasy style inside lounge and outdoor garden terrace. Designed as a drinking establishment to deliver warmth, style, and an energetic spirit of old meets new. ... more less
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- Also Known As:
- Raffaello Hotel Chicago