I was traveling with my wife and two young children and decided to splurge on a "suite" at the Sofitel, given its excellent reviews on Trip Advisor. Although I lived in Chicago for six years, I've been away for nearly as long. Therefore, I assumed from the hotel's name "Sofitel at the Chicago Water Tower" that it was actually in the Water Tower Building. That of course is the Ritz, and the Sofitel is actually a block or two away.
When we got up to our room, I was a bit disappointed as I had imagined a true suite with a separate bedroom where we could put our kids to sleep and close the door. When I called the front desk, they indicated that they did have such rooms, but it would be a $50 upgrade/night. We decided to do it, even though we were already paying over $200/night. I'm very glad we did.
The the second room was much larger, and we did end up putting the kids to bed and spending the evening talking with friends. One of our friends was pregnant and ended up going into labor that night right in our room. We were able to get her over to Northwestern very easily while her husband went and grabbed the bag with all of their supplies. The comforts of the room were very nice to have in that situation.
The only disappointment came when we called housekeeping around 1 PM to have them put sheets on the rollaway bed so our daughter could nap. They indicated they would bring them right up. I called again after 20 minutes, and they seemed surprised that I wanted them right away, but assured me someone was on the way. The concierge even called five minutes later to see if someone had brought them. Unfortunately, we still didn't have the sheets. After ninety minutes, we still didn't have any sheets and it was too late for her to take a nap.
I called the manager (Jeff) later in the day to explain the situation. He was very apologetic, and assured me that he would personally make sure the sofabed was made up before we returned from dinner. When we did return, the bed was made and Jeff had even given the kids cookies and milk and a free movie. It was a very kind gesture and much appreciated gesture. I know that lapses in service can occur, but responses like Jeff's make me forget about them and remember the best things about the hotel. I'll definitely consider the Sofitel next time I'm looking to splurge in Chicago.
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