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O'Hare Hilton Hotel - Bad Room, Noise, Bad Food, Overpriced and Unresponsive Service

Hilton Hotel specific at O'Hare - Complaint
Review by rdf3439 on 2013-06-14
Rating: StarStarEmpty StarEmpty StarEmpty Star
O'HARE AIRPORT, ILLINOIS -- I stayed two nights at the O'Hare Hilton and had a distasteful experience. I subsequently posted the following review on Trip Advisor:
"First, I do a lot of coast to coast (including the Gulf coast) travel and thus stay in a lot of airport hotels. This was the worst experience I have had in a long time. Problems: ratty rugs throughout (a safety problem when frays can catch your shoes or roller bags and trip you), no chairs in the lobby, no publicly available PC or laptop (only available for a charge in the business center), terrible TV reception on even the basic stations, outlandish charges for room service (my very simple burger that started off at $20 and was delivered without separate condiments was more than $30 with the extra charges and was cold and damp), housekeeping banging on doors and yelling "Housekeeping" from 7:30 AM on, no newspaper delivery option to your room, some of the slowest and most unprofessional hotel restaurant service experienced (including the waiter picking up a pitcher of coffee and cream from an adjacent table and delivering it to my table as my "fresh" coffee order), etc. I am a Hilton Honors member, as well as a premium member with two other comparable hotel chains' loyalty clubs, and was appalled by my experience. Did I complain, yes, once during my stay and again at check out. Was anything done for fixable problems (like public access PC or an invitation to a complimentary cup of coffee in the restaurant to apologize for rude and unresponsive service),--no, nothing was done."

I heard from an O'Hare Hilton rep, Ms. A. F. with a superficial form-letter posting back to my Trip Advisor review. Nothing was done at that time to meaningfully address my concerns.

I subsequently learned that the local O'Hare Hilton management decided NOT to credit my Hilton Honors account with the over 4,000 HH points accrued during my stay! Their reasoning? They claim they cannot award points to a HH account if a third party pays the bill. The firm who sponsored my business trip in fact paid the bill. But that firm also put my HH account # on the reservation then it was made, and I checked twice during my stay to be sure my account # was on the reservation. The policy of withholding points was never mentioned, and only emerged after my posted complaint. This is a case of the local O'Hare Hilton adding insult to injury---I have never experienced such a withholding of points by any of the many other hotel loyalty programs of which I am a member.

Clearly the O'Hare Hilton is not interested in customer service or satisfaction.
Comments:1 Replies - Latest reply on 2013-06-15
Posted by jonthethird on 2013-06-15:
I was a frequent guest in the 1970s and it appears to have not changed (stayed because it is a quick trip to the freight terminal and the company paid)

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