Hilton Grand Vacations Club Chicago Magnificent Mile

Nothing but great things to say about this hotel. The rooms were VERY clean. Nice and spacious. A freezer would have been nice, but we made do with just the fridge. It was conveniently located to all the major downtown attractions including Magnificent Mile, Art Institute, Cloud Gate. Whole Foods across the street and Target no far away. So much pizza and great eats nearby as well. We called on staff a couple of times and they were incredibly responsive. Great overall experience, and that's coming from a self-proclaimed hotel snob.

My wife and I recently stayed at the hotel. I must say, this has to be the worst hotel I have ever stayed at. We booked on Hilton Honors for a studio king. We arrived early around 2pm and asked if our room was ready early…if not, we’d be happy to return at the original check in time. The team let us know that our room should be ready in hour so we went out to eat and returned around 3pm. The staff informed us the room was not ready so we waited until 4pm. We went back and the staff informed us the room was still not ready. Ultimately we checked in 45 mins past the check in time. As we entered the room, it smelled like old cigarettes masked with Lysol spray. We noticed there was no sofa per what the website advertised. The shower was designed for ADA. We let the staff know that the room was not what we booked because it was an ADA room…which is the reason why the room is different than what was advertised. The staff continuously disagreed that it was the same room that we booked through Hilton vacation so they couldn’t help…although we booked through Hilton honors. Finally, they mentioned they can transfer us to a new room the next day. The next day we asked if the new room was ready. The staff indicated that if we wanted the new room, we needed to inform them before 10am. However, no one let us know the day prior so we had to stay in the same room again. The smell was so unbearable we had to leave the door open. Finally on the third day, we called them in the early morning and they were able to transfer us. Upon entering the new room, we noticed the wall was covered in mold. In addition, there were spider webs where the mold was located. We let the front desk staff know about the mold and clarified we weren’t even asking for a new room…just plainly letting them know about the mold. The gentleman said “thank you for letting us know.” He did not show any kind of remorse after we asked the room to be cleaned due to the mold. He then stated he’d have staff clean the room. We decided to vacate the room because my wife suffers from severe asthma. We returned to the room hoping they would clean the area. However, we walked in the room and it smelt like bleach and the mold and webs are still there. We immediately booked another hotel as it risked my wife’s health. Before we left, we went to the front desk and showed the hotel manager the picture. She apologized and mentioned she would issue the refund. Fast forward 3 weeks later we still have not yet heard a response from the manager…even after two follow up emails. It seems like it was a busy week for the hotel…we acknowledged that. But when it comes to health concerns we assumed the staff would make this top priority. The services and communication that we experienced have been a huge disappointment.