Intercontinental Hotels Chicago Magnificent Mile

Great location and great staff!

The experience with the Intercontinental hotel was atrocious. It started upon arrival and checking in. I had reserved three rooms under my name through AAA for myself and two couples who are our family and friends. They got there before me because I booked 3 nights for them and two nights for us. I followed them the next day to find out that my name was gone. It turned out that my guests paid for their rooms but the hotel put all the rooms, including mine, under one of my guest’s names because he used his IHG number. The idea was to use my IHG, but it was okay so far. However, that was not the issue. The issue was we asked to change our reserved Executive Tower room to one in the lower level because of fear heights so we ended up in the worst room ever, on the third floor. I think the receptionist who “unwelcomed us” chose that or maybe his manager did, IDK. Directly across from our room on the floor 3, there was a utility room closed and labeled “private”. There was an engine whirring loudly all night long—to a point even our bathroom walls were shaking. It was late at night after walking all day in downtown Chicago so we were exhausted and didn’t want to call and complain then. That was not the only reason that kept us awake, though. The air conditioner vents were situated strategically by the ceiling to blast freezing air directly to our heads while sleeping. There were no extensions to divert the air! We had to cover our heads with sheets to avoid the cold draft which made us sick the next day! As if this was not enough the bathtub faucet was leaking. Next morning we called the hotel manager. He suggested moving us to the 7th floor then he found a room on the fourth floor. It took a while to prepare it for us so I spent my morning waiting and taking care of this issue, wasting away my vacation. I went down to the counter and explained the issues. I had done this the day before but that receptionist didn’t tell his superiors as promised. I also asked to change the name of the room to my name. The receptionist gave me a room on the 7the floor. There was less noise outside but no couch in the room and it was an adjoining room with the same air conditioning venting system-but, thankfully, was not directed at our heads like before because it had vent extensions. All cooling vents are the same in this building, I found out. However, the sink faucet’s hot water handle was so tight it needed a wrench to open it. We called for maintenance but we were definitely not happy, either, with this new room. It smelled bad outside the room. My concern was the hotel downgraded us to a bad room and to a worst level but we are still paying the same prime executive tower rate! When I checked out, the receptionist gave me a bill of $606. When I got home I found out I was charged $950. I remembered the person who checked me in charged my card $250 for incidentals, but he did not say he will actually charge my card. When I called inquiring about that, the clerk said $250 will be returned. however $606 plus $250 did not add up. He could not explain. By the way, my name still was not added to the room but remained under my guest's name. The management did not care a bit to even say anything to me as a dissatisfied customer. I would say find yourselves a better hotel in Chicago with a better service and people who really care.