I stayed at the Waldorf during the first part of January 2014 when it was extremely cold. On the plus side, there was a fair amount of open rooms so I was provided a very generous upgrade. The suite I was given was quite large and very comfortable. I would certainly stay there again.
The one reason for pause was how the hotel handled an unfortunate incident involving a water line breaking that resulted in the cable, telephone and wi-fi going out the remainder of my stay and the fire department arriving to the hotel with sirens blaring. Obviously, a water line breaking and flooding a server room is beyond their immediate control. Unfortunately, the bitter cold night was not really conducive to walking about outside to burn time.
Practically speaking, I had my choice between hanging at the hotel bar or sitting in my room. With no internet connection, keeping up with work email was out of the question and there was no cable. In the end, I made the best of the situation and read the newspaper and some work related periodicals. What was disappointing was what heappened the next day when I checked out. Without prompting, the front desk staff diligently took my email information, adding me to a long list of departing guests. I was told someone from the hotel would be in contact about the lack of services. Great, nice gesture.However, the only contact I received came a few days later and it was a bill for a bottle of water from my mini-bar. Which I guess would be okay if I actually took anything from the mini-bar! Bottom line, the Waldorf is a top-flight hotel. I don't know what they did to reach out to the other guests that stayed during this unfortunate time period, but just brushing it off, particularly when I was specifically asked for my email information so the hotel could contact me, presented a customer service experience well below what this grand hotel should be delivering to its customers.
- Official Description (provided by the hotel):
- The AAA Five-Diamond Waldorf Astoria Chicago(formerly The Elysian Hotel)is located in the heart of the prestigious Gold Coast neighborhood amognst the Magnificent Mile and Oak Street famed restaurants, retailers and lakefront. The award-winning 215 room hotel through innovative services and technologies, creates a new experience in luxury – energetic and fashion forward, warm and welcoming, and fresh and engaging. Amenities include a 14,000 square-foot spa & health club; 7,500 square feet of private event space; Bernard's Bar & Restaurant. ... more less
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