As a long-time Hilton Honors Gold member, I’ve come to expect a certain level of hospitality and comfort at Hilton properties. Unfortunately, my recent business stay at Hilton Chicago on April 17th was deeply unsatisfying and fell short of expectations.
Despite my Gold status, I was informed that I was ineligible for any of my usual benefits simply because the booking was made through a third party—a common necessity for business travel arrangements. I understand policy limitations, but the lack of flexibility and recognition of loyalty was disappointing.
The room itself was below par:
No bottled water was provided.
The coffee machine was outdated and barely functional.
The bathtub was in noticeably poor condition.
Additionally, the overall service experience was underwhelming. Security presence was impersonal, and staff interactions lacked the warmth and professionalism I’ve come to associate with Hilton. It did not feel like the welcoming environment I’ve come to expect.
I usually look forward to Hilton stays, but this experience has left me reconsidering future visits to this property. I hope Hilton Chicago takes this feedback seriously and addresses the gap between brand promise and actual guest experience.