ZZhangDear Management,
Our stay at your hotel was quite disappointing and uncomfortable, with experiences ranging from excellent to poor.
On the positive side, the hotel’s location is unbeatable, just a few steps away from the Magnificent Mile and right next to the Red Line subway station. This made shopping, dining, and exploring the city’s attractions very convenient. The room itself was spacious, exceptionally clean, and the bed was very comfortable, ensuring a good night's sleep. We appreciated the in-room amenities such as the mini-fridge, microwave, and coffee maker, which added to our convenience.
However, the hotel’s management left much to be desired. Upon our arrival at around 4 PM on July 11th, the front desk staff repeatedly asked for my family name while holding my Canadian passport, trying to obtain personal information from my Chinese visa. This mistake led to another front desk employee calling us at 9 AM on the third morning to verify my identity with my passport/ID again.
Most frustratingly, during our four-night stay, our room was never cleaned. There was a sign on the door that had ”NO Thank You” printed on both sides, which was confusing. Even when we hung the sign outside, the cleaning staff would still knock on our door at 9 AM while we were still sleeping. When told to come back later, they never returned. Despite leaving the room at 11 AM and repeatedly informing the cleaning staff and front desk that our room needed cleaning, it never happened.
Additionally, we ran out of shampoo. Despite informing the front desk in the morning, it wasn't replenished by the time we returned in the evening. This forced me to wait in the lobby for a long time to get the issue resolved after a tiring day of sightseeing.
On the night before our departure, I went to the front desk to share our experiences with two staff members. They offered us breakfast as compensation, but we typically do not eat breakfast.
Overall, our experience at the hotel was very poor. One of the main reasons for choosing this hotel was the Hilton brand, and this experience has caused me to question the brand’s reputation.
Sincerely,
Maya Zhang
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