2/10 Terrible
gloria
Travelled with family
17 Jun 2025
Liked: Property conditions & facilities
Disliked: Cleanliness, staff & service, room comfort
Beautiful Hotel, But Repeated Cleanliness Issues a
We stayed several nights at the Residence Inn Chicago Downtown/Magnificent Mile, and while the location and property are excellent — spacious rooms, great amenities, and a beautiful building — our overall experience was extremely disappointing due to poor cleanliness and unacceptable staff behavior.
When we arrived, the first room was dirty — there was a ball of hair by the entrance. We were moved to another room, but even that room was never cleaned properly during our stay. Despite multiple complaints to the front desk and promises to fix it, we returned one day to find the room untouched.
The worst moment came late at night when we asked the front desk to send someone to make the room. When staff arrived, my father had begun making the beds himself as it was nearly midnight and he wanted to sleep. The front desk manager (Luke) entered the room and immediately started yelling at us, claiming we had created an unsafe space for staff — something completely untrue and unprovoked. No one asked us to step out or gave us instructions, just accusations and hostility. It was shocking and upsetting.
Although management offered some compensation, the constant need to chase basic service and deal with such unprofessional behavior ruined what could have been a great stay. Cleanliness should never be optional, and yelling at guests is never acceptable. We will not be returning.
gloria
Stayed 6 nights in Jun 2025
