Margaret fixed it
We recently (Labor Day weekend) scheduled a family vacation at the Intercontinental. They are 6 in our family and we arranged for 2 rooms with a roll out bed to accomodate all of us. We made this arrangement with Expedia. Imagine our dismay to get to the hotel and discover that Experia dropped the ball (Expedia also screwed up our reservation in Pittsbugh earlier in the summer). Margaret in Guest Relations put up with my temper. She was able to locate larger rooms that would beable to hold rollaway beds AND she was able to waive the upcharge. She made a disappointing start into a positive trip.
two lessons I learned:
1. We will never use Expedia ever again.
2. Always book with the hotel direct - and at Intercontinental in Chicago always deal with Margaret, she deserves a raise.