I usually stay here during my trips to Chicago and have had generally pleasant experiences, but this was by far the worst.
When I called to ask about early check-in, a staff member rudely told me to call back and hung up. Upon arrival, my room had a strong odor. I ended up buying air freshener myself for the duration of my week-long stay.
Housekeeping is advertised as every other day, but I requested it just once—on Sunday. Despite confirming this multiple times, no one came. I had to go back and forth with staff just to get fresh linens and prove the room hadn’t been cleaned.
After checkout, I realized I left my car key in the room. I was repeatedly told by management and security it would be shipped ASAP. Five days later, I had to hire a courier to pick it up from the hotel and drop it off at a UPS store two blocks away. While security was helpful, the front desk supervisor failed to communicate clearly. If I had been told upfront I needed to arrange shipping, I would have done so.
Overall, improvement is needed across the board. I hope to update this review in the future based on a better experience.