Never got a room even though I paid in advance. No manager on site to help only a teenage boy who said he was new and barely knew how to work the system. We were double charged for the room plus a $50 deposit that couldn't be accepted because the bank said "pending". Well, yes the bank will be pending for a few business days so that sounds like a lie made up to confuse the customer into believing nothing can be done.
We were only able to get the general manager Gwen Mulvey on the phone, only for her to hang up in the middle of my husband calmly asking what it would take for us to get the room we paid for. Gwen was so rude and basically acted incompetent because the computer system is unreliable and charged us multiple times despite not allowing us to get a room. My theory is that they overbooked on new years eve and she didn't care, plus wasn't going to refund us. I've filed complaints with Marriot Bonvoy, which I am a member but they barely even accept complaints from "third party" bookings. Booking won't refund me until the property agrees to...
Huge scam, just go somewhere else. There was gunfire all around the area anyway and other reviews said people's cars get broken into in the lot, so we dodged a bullet anyway.. No pun intended lol.. I'm from Chicago and have lived in the city 6 years and this area is worse than anywhere I've been, smh.
But in all seriousness, this was the worst customer service I've gotten in my life. If I had it my way, not only would I get my money back, the GM would be replaced with someone who actually knows how to solve a problem instead of pretending it's the paying customers' fault. (We even offered cash??? It was insanity)
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