Holiday Inn & Suites Chicago-Downtown

Location was very convenient and close to everything we wanted to do. Rooftop pool looked nice although we didn’t have a chance to use it.

The front desk staff was horrible. First she couldn’t find our booking no matter how many confirmation emails I showed her. Then she realized she was putting my first and last name in opposite order so that’s why it wasn’t working... Then they told us our early check in time (which was approved) was not guaranteed and we should leave and come back during normal check in hours. So we left and I contacted booking.com and they said our room was ready... so not only did this woman lie to us about our early check in but she was RUDE about it. When we finally got to our room it was fine. But at 7am we were woken up to LOUD drilling across the hall. We called and it stopped until about 10am, the drilling started again. We told the front desk we needed more sleep and she was just like “well the drilling is going to continue so I don’t know what you want us to do” so I asked if they could move us into another room, and she checked and said okay, a room is available so pack your stuff up and come back down. So we pack our stuff, come back down, and THE ROOM IS NOT AVAILABLE. We end up going back to the room with the loud drilling and maybe an hour later they gave us a new room. But through the whole process they were rude and acted like WE inconvenienced THEM. Honestly never met such rude people at a hotel in my life, and was shocked this is how their front desk staff acts. Not at all friendly or helpful. Inconvenient. Rude. Worst customer service I’ve ever experienced.

The front desk billed my account the full amount of the stay three times. I have spent the better part of my day working to get this resolved. The accounting department was rude and yelling at me. The only person who took accountability, and worked to resolve this issue was Syed in accounting.