2/10 Mediocre
2 de agosto de 2024
My pregnant wife (six and a half months) and I booked a stay at Canopy by Hilton Chicago Central Loop from July 19 to July 22, 2024, for my birthday and a babymoon. We arrived at 9 AM, knowing check-in was at 3 PM, intending to leave our luggage and explore Chicago. However, a Microsoft server outage prevented check-in, and we were assured it would be resolved soon.
After visiting Willis Tower and returning three hours later, the system was still down. At 9 PM, the issue persisted. The front desk manager, Johnnica, said manual check-in was impossible and suggested finding another hotel. We searched for over an hour, finding either no availability or exorbitant prices.
I contacted Hilton Customer Care but was disconnected after a 39-minute call. Exhausted, we had nowhere to sleep by 11:20 PM. Desperately, I explained to Johnnica that we might have to sleep on the lobby sofas, receiving no empathy.
Fortunately, a blonde woman named Liz or Lisa appeared and found us a room at Hilton Garden in the same building. Surprisingly, Johnnica checked us in, despite previously saying nothing could be done.
While grateful to Liz/Lisa, the overall experience at Canopy was disappointing. The lack of service and empathy was overwhelming, especially on my birthday. I hope this review prompts hotel management to establish contingency plans for such situations.
Simón
Simón, viaje de 3 noches
Comentario de huésped verificado de Expedia
