Smokers allowed???
I am copying the letter that I have sent to the general Manager of the Hard Rock Hotel in chicago, same letter that I had never got an answer from....
You have a magnificent building in an amazing location, but hotels are made of people not of buildings, the lack of service and will to help attitude of your staff is AMAZING, they don’t give a damn about costumers ant their well being. Also a 1000 dollar stay for 3 nights I don’t think is cheap for the kind of service you provide.
Here comes the facts:
Check inn was fine, and let me tell you that the only guys that look happy and willing to help guests are the bell boys and doorman, they are really good and friendly.
But when I came down to your concierge to ask him for help changing my flight, this was his answer:
I don’t have time to help you because I am busy helping other guests, also the music is to loud and I would not hear what they told me on the phone, I can get you the phone number from the airline and you can do it your self!!!! Is that an answer from a concierge!!!! Amazing service attitude, he was really busy watching the Bull´s game on his computer!!! He really had the game on the computer screen , do you let them use internet while they are “working”??? wow, amazing!!!
But this was the worse and the cherry on the cake, on Friday night we notice a strong cigarette smell on our room, I call the front desk to report it, I have to tell you that I hate cigarette and even worse if I have to sleep in a room that smell like an ashtray, a 300 collar ashtray!!!
Costumer service sent a housekeeper with a scent spray, and it was fine for the night.
Next morning really early it got really bad, the smell was really strong, we went out of the hotel and return until late at night, we notice that the smell came from the room 1008 which was a connecting room with ours 1007 and all the smoke came from the connecting door. I call again the front desk and they send three security guards, they knock at the 1008 room and when the guest told them that he was indeed smoking, the only thing they told them was, do you know that there is going to be a fine for smoking?? Who cares if there’s a fine, the guy told them, yes I know, so what??? He paid the fine and screw the others!!!! What if I have asthma, what if I am allergic to cigarette, what if I don’t want to stay in a room that smells like hell!!! I am paying a lot of money for it!! I had to place wet tissues on the door to avoid the smoke getting in to the room!!
I got a call from the front desk and told me that the hotel was sold out and that they couldn’t move me to another room, they offer me drinks on the bar or free breakfast next morning, what a poor way to solve things, the main purpose of a hotel is to make people feel home and safe, not to buy drinks or breakfast.
I think that for health and security reasons guest on 1008 should be aware that if he didn’t stop smoking, you would call the police or something stronger than fine him, I mean all the property has carpets and fire risk is high, what about smoke detectors??
Also I want to mention something else, I know that this is a Rock focused hotel and its decoration is Rock Oriented, but let me tell you that is not nice to wake up with a Marilyn Manson picture in front of your bed!!
The security guard that is on the entrance of the elevators is rude and not friendly, he doesn’t even say goodnight or else.
Any way, I hope you even read this email and take some actions to all the mentioned.
Luis Ojeda