4/10 Poor
Azeem
Travelled with family and small children
1 Jun 2024
Liked: Cleanliness, amenities
Disliked: Staff & service
Disappointing Check-In Experience with Unprofessional Staff!!!
I recently stayed at The Royal Sonesta Chicago Downtown Hotel and had a very disappointing check-in experience, which set a negative tone for my entire stay.
The duty manager named Miss Kayshell in particular, was unprofessional and lacked basic courtesy. She seemed irritated by my questions and offered no solutions. Her attitude was condescending, and she made no effort to expedite the process or make me feel valued as a guest.
The front desk employee named Miss Diamond was equally unhelpful. She appeared to be poorly trained and lacked the knowledge necessary to handle even simple requests.
There is only one good thing happened and that was a front desk lady named Alex who was truly a gem of a person she not only acknowledged our concerns and disappointment but also tried to resolve within her own capacity. Thank you Alex
Overall, the lack of professionalism and basic customer service skills displayed by both the duty manager and the other front desk employee was unacceptable. This experience left me feeling unwelcome and frustrated, and it significantly marred my stay at the hotel. I hope the management takes serious steps to address these issues and improve their staff training and customer service standards.
Until then, I cannot recommend this hotel to anyone looking for a pleasant and hassle-free stay.
Azeem
Stayed 2 nights in May 2024