I made a reservation online for the CL Premium suite for my boyfriend's Birthday. When we checked in we went to our room to find that we were in the wrong suite. When we told the front desk to move us from the standard suite they put us in to the premium suite we had reserved. The worker told us there was no other rooms available.
When we spoke with the manager, who was also part owner, she was not helpful. She did not offer us any compensation for their mistake and informed me that the computer system will downgrade the suite you reserved online instead of saying its not available. Therefore, the confirmation that was emailed to me said premium suite, but the reservation at the hotel itself was in a standard suite.
Overall the experience was horrible,and the only solution the manager offered was to refund our money. She did not acknowledge her mistake or offer to make it up to us. She was very rude, and unprofessional (we had to wait 15 minutes to talk with her because she was out tanning). We took the refund which she did not even stay around to process, and was left to find another hotel for the night.
Overall I would not recommend this hotel. The standard suite was not what the website indicated it would be, and more importantly the management/owner was deceptive and not competent enough to handle the situation properly.
- Official Description (provided by the hotel):
- Located just 17 miles from Chicago, The Champagne Lodge and Luxury Suites is a boutique hotel featuring private spa suites designed for rest and relaxation. Each suite includes an oversized whirlpool tub, steam shower, rain shower, fireplace, flat screen TV, bathrobes and more. Our Executive suites include a desk and free internet, and package plans include dinner, in-room massage, golf, and much more. ... more less
- Reservation Options:
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- Also Known As:
- Champagne Lodge And Luxury Hotel Willowbrook
- Champagne Hotel And Luxury