Dear Michael M, Please know that I regret your expectations were not met on this visit. Your feedback is highly valued and will be shared with the appropriate managers and associates to make sure things are handled differently in the future. I have left a phone message at the number that we have on file for you so I can personally follow-up with you. One point is certain and it is very unfortunate, the reservation made by the third party had you in a king room and not in the room you had selected which of course created a challenge but that was not of your doing. As far as the service issues, please know that this is not typical of the service we provide and I sincerly appologize for the various shortcomings. I assure you that it is being addressed as it should with the people involved. I hope that you will give us the opportunity to serve you again when you return to Chicago and I invite you to contact me directly so I may handle your reservation. I am confident that your next visit with us will give you a very satisfying experience and It is our goal to count you as one of our many return guests.