I often stay at this hotel when I visit Chicago, but this time the checkout experience was terrible. I wanted to split the payment between two cards, which is not an unusual request. However, the employee didn’t ask whether I wanted to use the card on file for the deposit or a different one. When I asked to split the payment, just five seconds after the checkout process began, the employee blamed me for not mentioning it earlier, even though I did.
Moreover, he processed the payment incorrectly, charging me double the amount. If I hadn’t caught the error and asked for it to be corrected, I would have been charged twice. He didn’t even offer an apology for the mistake and instead called another manager. The second manager helped to correct the error, but the entire process took about 30 minutes.
I had planned to take the train to the airport but had to take a taxi instead to avoid missing my flight, and I almost missed it anyway. I travel frequently for work and stay at many hotels, but this was by far one of the worst experiences I’ve had.