Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/29/2024

  Type:Facilities Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The moment I stepped into the Swissotel I was happy that I was going to spend 4 days and 3 nights in this gorgeous place. But some bad things happened. One or two bad things are tolerable. However, they all add up and make those three nights and four days one of the most miserable moments for me in the ***On the night I checked in, when I went to take a shower, the bathroom was drowned by the water, because the water leaked from the crack of the shower room. So I have to put a lot of towels, basically all the towel on the floor to absorb the water, but it doesn't help because there was too much water. Every time I came back to the bathroom I have to get my feet wet and it was extremely discussing. This kept me from going into the bathroom for the rest of the night because I feel dirtier when I went into that place.The second day I told the front desk about it and it was fixed. But the water came out from the crack of the side of the shower room, instead of the front gate. The worst thing is that, when I went into the shower room and turn on the shower head, I waited for almost 3 minutes, but no hot water came out. I went out of the shower room and dried myself to pick up the phone and call the front desk, twice. Finally, they sent one nice lady to check on me, half an hour after I first called. She told me that the building fixed the water heater or something so not hot water came out. I was like why am I not notified. Why am I the only one that's unaware. As a customer I don't deserve to know if I can get hot water in a freezing night?The second date I had a fever and I couldn't go anywhere and it ruined my trip. The incidents in these two nights are also torture for me, because I have to take sleeping pills for my anxiety and these things totally messed up with my sleeping routine. I still have not recovered and I demand a refund and decent compensation.The sheet and the bathtub were also dirty, which I don't think a 4-star hotel should have.  

  

  Business Response

  Date: 12/26/2024

  First, we would like to apologize for these unfortunate incidents as well as inconvenience caused during your stay. The mentioned service shortfalls are far from what we desire to deliver each and every day. We will conduct a full inspection of the bathroom to determine the source of the issue. In addition, we will re-train our team on managing guest complaints as this appears to have not been escalated in the proper manner. Lastly, we will attempt to provide you a refund for this stay. Unfortunately, you did not book directly through the Hotel so we will need to work with the third party. Please feel rest assured that we will do everything possible to expedite this refund but know that we're at the mercy of the third party. We just refunded the associated fees that you paid on property for this stay. Thank you for bringing this issue to our attention.

• Initial Complaint

  Date:02/11/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My son ********** reservations on our joint credit card on 11/11/23 at the Swissotel Chicago for that evening. He was attending a work event at the hotel. A few hours after making the reservation he checked into the room and left his bag, then went to the event. An hour later he had to leave for an emergency that involved me and because I was watching his young children, he had to leave the event. Therefore he did not stay in the room and informed them at the time that he was leaving.I called the hotel a few days later to dispute the charge and asked for a refund or comp room for another time. I was informed to contact ***********************************, the director of revenue management at the hotel. I called and emailed several times but never received a response. I also offered to send the hotel pertinent information confirming the issue.I disputed the charge with my credit card and they received a statement from the hotel that my son checked out on 11/12/23 which is not true and they were not going to credit the charge.

  

  Business Response

  Date: 02/26/2024

  We contacted the guest and still awaiting her to return our call. The alleged incident occurred more than 90 days ago. Unfortunately, the guest never spoke with upper management regarding this matter.

  Customer Answer

  Date: 02/26/2024

   
  Complaint: 21278331
  
  I am rejecting this response because: I tried calling upper management and was told to contact ***********************************. I left 3 voice messages for her because I when I called she did not answer and I got her voice mailbox. I also sent her an email.

  if I was supposed to contact someone else in upper management, please give me the name and number.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 02/27/2024

  We totally disagree and the consumer failed to escalate the call (she could have contacted the General Manager or Director of Ops if she did not receive a response according to her - more than 90 days ago). She has yet to call me back so we can resolve the matter. At this point, we will agree to disagree regarding this complaint.

  Customer Answer

  Date: 02/27/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  I discussed the matter with a member of upper management at Swisshotel (*****************************] and he has agreed to give me a comp room. The issue is resolved.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:01/04/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On the 29 of December I called to inquire on a reservation. Was told price. I was not sure on reservation.The employees from hotel tell me I can hold a room but.I HAVE TO CALL AND CONFIRM BY 3 pm the next day or will lose the reservation. Never called and confirmed the room was still charged. I called they said I will not receive a refund even though I was lied by their employee.

  

  Business Response

  Date: 01/08/2024

  We apologize for any inconvenience and this series of events doesn't align with our overall practices. As a matter of fact, if this issue was escalated to our supervisory team at the time of the incident, it would have been resolved immediately. We will connect with the guest directly as there are multiple areas that needs more explanation. Please feel rest assured that this complaint does not reflect the level of service that is given to each guest at Swisstel Chicago.

  Customer Answer

  Date: 01/09/2024

   
  Complaint: 21098286
  
  I am rejecting this response because: So I Did call numerous times asked for manager. Finally a few days later got a call from a supervisor I told them to replay the call so they can hear what the representative told me i don't  know why rep would lie to me.let me explain the situation a little better.on Dec 29 i called about 2 connecting rooms. I told rep that i would have to call back to confirm members of my family can make it.Thats when she said she can hold the room for me due to rooms selling fast because of new years.BUT I WOULD HAVE TO CALL BACK BY 3 PM ON DEC 30 TO CONFIRM.SHE SAID IF I DONT CALL TO CONFRIM BY 3PM I WILL LOSE RESERVATION.I THEN TOLD HER I DIDNT HAVE MY DEBIT **** WITH **** ONLY HAD MY WIFES.SHE CONFIRMED THAT MY WIFES **** WILL NOT BE CHARGED. I WILL ONLY BE CHARGED WHEN I COME  CHECK IN ON DEC 31 WITH THE **** I CHOOSE TO USE.SHE GAVE ME A CONFIRMATION NUMBER.BUT SHE TOLD ME SEVERAL TIMES THAT I HAD TO CONFIRM TO COMPLETE THE CONFIRMATION. WELL I NEVER CALLED BACK TO CONFIRM. YET MY  WIFE **** IS STILL CHARGED WHY?!  WHY WAS LIED TO ON THE ***** BY YOUR REP THEN LIED BY A ACCOUNTING MANGER SAID THAT I DID CONFIRM PLEASE LET ME  HEAR THAT AUDIO BECAUSE THAT IS A FLAT OUT LIE. I NEVER CONFIRMED WITH ANYONE. A SUPERVISOR SEND ME A EMAIL WHICH CLAIMS THEY HEARD THE CALL  BUT FAIL TO ACKNOWLEDGE THAT REP LIED TO **** WOULD LIKE TO HEAR THAT CALL IN PERSON WITH MANAGEMENT PRESENT SO WE CAN ADDRESS THE LIES I WAS TOLD AND THIS UNACCEPTABLE OUTCOME I HAVE RECIEVED. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 01/11/2024

  We have thoroughly discussed this matter with the guest. At this point, we feel the complaint has been addressed and resolved.

• Initial Complaint

  Date:01/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Swissotel Chicago advertised a New Years Party that included 30 bartenders so no lines 6 party areas (4 part areas for **) huge midnight celebration bars open 9-1am event until 2am you are NOT paying for drinks at the event We payed a total of $150 per ticket and I payed for two tickets for $300. This entire event was a scam. Bartenders required a tip. there were less than 10 bartenders most importantly there was only 2 party rooms for ** (not 4 as advertised with tickets) and there was not a total of 6 party rooms as advertised for ticket sales! there was no huge midnight celebration This entire event was a scam and they lied about services offered to sale tickets!!! This should be illegal!!!!

  

  Business Response

  Date: 01/02/2024

  The Swisstel Chicago did not advertise or sponsor the New Year's Eve ****** This event was hosted by Events & Outings which is an independent company that promoted their New Year's Eve ******* on their website and charged all attendees. Swisstel Chicago was just one of the locations where Events & Outings hosted their party. Swisstel Chicago has no affiliation or association with Events & Outings as it relates to the inclusions or amenities of what was advertised compared to an attendee's experience. Since the attendee paid Events & Outings directly on their website, I would recommend that the attendee refer to their credit card statement and identify the company that correlates to the transaction in question. Therefore, Swisstel Chicago was only responsible for providing a clean, safe and functioning facility on New Year's Eve.