PUBLIC Chicago

If the F rating and 31 complaints filed against this hotel’s ownership (The Chicago Hotel Collection) with the Better Business Bureau aren’t enough to keep you from booking here, I hope this review is. This new ownership is clearly struggling, and they will make it YOUR problem. I booked my reservation a month in advance, when the hotel was still managed by Hyatt, through a third-party portal. When we arrived, the lobby was already packed with guests complaining about charges and struggling to check in. That was the first red flag. At check-in, without explanation, the woman at the front desk asked me to swipe my card—for the full amount I’d already paid through the third party. I told her I’d already paid. She claimed they had no record of it because the payment would’ve gone to Hyatt. I wondered why that should be my problem to solve, but apparently, it was. They refused to check me in otherwise. I then spent the next 2.5 hours in the lobby going back and forth with Hyatt and the booking platform. Eventually, the booking platform was able to confirm payment with the hotel, and I was finally allowed to check in—this time only providing my card for a $125 refundable security deposit. I assumed that would be the end of it. I was wrong. The room itself was fine—bare-bones. The carpet was stained, the toilet ran the entire stay, and we could hear our neighbor snoring through the wall. The lobby, gym, and bar were the nicest parts of the property. Also, the restaurant is currently closed. At checkout, we returned our keys. No mention of issues, no concerns raised. A few hours later, I checked my bank statement and saw they had charged me again for the full stay—despite us confirming and resolving the payment days earlier. I had only consented to the security deposit, and now I was charged in full a second time. We called the hotel, and this time they denied ever receiving confirmation of the original payment. When we pushed back, the front desk rep—Maggie—hung up on us. (A trend I’ve now seen in many other reviews.) So, once again, I contacted the third party and spent another hour confirming payment again. They managed to connect with the hotel and got a refund initiated. I thought—again—that this was resolved. Two days later: the refund was rescinded, the charge had officially posted, and another duplicate charge was now pending on my account. At this point, I had 3 charges for the same stay listed on my account. I finally disputed the charges through my bank. As of today, my bank resolved the issue and refunded me. I’m still watching my account like a hawk and I have changed my credit card number. In summary: this hotel is seriously sketchy. If you stay here, be prepared to spend hours of your trip fighting incorrect charges. If you already see incorrect charges, go straight to your bank for help. I’m not someone who typically leaves reviews, but this was the most unprofessional, chaotic business I’ve ever dealt with. Do yourself a favor: avoid The Chicago Hotel Collection entirely. It truly makes me sad that such a historic hotel in a lovely area is being managed so horrifically.

The room is fine and the location is great, but upon staying here for the first time after they changed to the Chicago Hotel Collection, there were mystery fees added to our total cost. $89 per night straight up added to your room fee, for drink and meal vouchers they give you without asking if you want them. We never used any of them as we don’t drink. 18% added when we arrived, for nothing, as far as I can tell, but once we booked we couldn’t get out of it. They even have a printed out sign at the desk spelling this out because it’s clearly an issue with every single customer, as it should be, that they are charging mystery nonsense secret fees. Just don’t stay here. They hide these fees so they can surreptitiously lower the room rate on searches. It worked on me, fool me once, but it won’t work again. Will never stay at any Chicago Hotel Collection properties going forward.

Our room was fantastic and so was the service. The hotel is located in an excellent area with shops and restaurants in the quant neighborhood. It is clean and modern and quiet. The hotel is no longer in the Hyatt family and the new association charges a mandatory fee which is very high. It included breakfast for 2 etc. but is too pricey for what you receive.

Since returning I have tried to contact the hotel, to no avail, re credit card charges taken from my bank. I have sent two emails to date both unanswered. Our stay was uneventful. The room was nice. In our 4 day stay we only had maid service on the first day however, that did not cause us concern. We only used the hotel to sleep but had no concerns (so cannot review the breakfast or bar). We stayed on the 16th floor next to the elevator. Initially, I thought this would be problematic, it was not. On arrival, check-in took a while in order for the receptionist to ensure they had been paid (we booked through a third party). On check-out we were advised everything was settled and there was no additional payments required. Although, on arrival home monies have been taken from my credit card. The location of the hotel was fine. We walked most places from here.

Hotels great~ down at the bar, Armani made me feel at home~ made two incredible elevated bourbon old fashioneds that went down all too easy!! I watched as he enlivened each pair, geoup, and solo traveler (like me) saddled up to the bar…the vibe was lively and comfortable. Highly recommend whether staying here or a local~ the crew on either side of me are clearly locals who come here on the regular.