We arrived weary after a long journey (from New Zealand) in the early hours of the morning. We were already grumpy, because the free hotel shuttle stops at 12:30am. Our flight was originally due in at midnight, so I never did check the reservation information to see if the shuttle had restricted hours. Perhaps that is stated. A moot point, since at 1am we had to find a taxi -- not easy from the O'Hare shuttle connection area.
$20 later (yes, a rip-off for 1 mile or so, but we were desperate) we arrived to a busy lobby with several parties before us checking in. All of their enquiries seemed complicated -- it was the longest check in process per party I have ever observed. And the ambience wasn't improved by the presence of several drunk/high/not exactly savory folk.
The Priority Club desk had been busy when we arrived (flight crew - there sure was a lot of business from O'Hare after the free shuttle stopped). Having waited in line at least 20 minutes my husband lost patience when the Priority Club receptionist had no business and steadfastly stared at his computer. No eye contact, no acknowledgement of customers, nothing. Husband's assertiveness came to the fore and informed the receptionist we had a prior reservation, 'can he help us.'
Very grudgingly, he did. We finally arrived at our room at 2 a.m. The room itself was absolutely fine - everything we needed, and quiet.
We woke up to a bill adding tax to our already pre-paid (including tax) account. Fortunately the receptionist dealt with the issue promptly - no complaints there. The shuttle back to O'Hare was great - we made the Blue Line and thankfully left HI Express for more customer-oriented accommodations in the Loop.