ComplaintsforHotel Chicago West Loop

• Initial Complaint

  08/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I arrived at this hotel the room was already paid for through Expedia. I was there for a hospital visit when we checked out the next day I went to my hospital visit came home the next day looked at my account and was charged $200 then 250 then they kept my $50 deposit and charge me for $25 parking that was supposed to be included, when I rented it through Expedia, they tried to say I tore up their toilet when we got in the room the plumbing system was working correctly. The toilet flushed, but would take forever to fill up with water in our room. They tried to say that we destroyed and put a big object down the toilet and we didnt they didnt even let me know they were charging my account. They just charged it and said that they charge me because they had to pay $600 to a plumber to unclog their drains when the drains were already messed up when we got there. My wife had to use a different toilet downstairs because ours wasnt working correctly in the first place trying to get our money back that they charged us for for no reason it seem like a scam to me and thats how theyre getting away with ripping people off is acting like the room was damaged and just charging people I called them and they never called me back. I told him that his plumbing system was messed up in the first place and the toilet wasnt throwing up with water like it should they said they would get back to me and never dead. We are struggling as it is because Ive been dealing with cancer and other things. The last thing we do is tear of a hotel room, thank you again

  

  Business response

  07/16/2024

  Please be aware that we never received complaint #******** until ******* from the BBB called my manager *************************** Thursday evening, July, 11.  He responded the following day on July 12.  

  
  

  Apparently, the complaint was sent to an email that was not ours.  I believe it was sent to the Hotel Chicago Marriott in downtown Chicago by mistake.  In addition, when it was brought to my attention today, I called ****** to get his side of the story.

  
  

  I have attached his remarks as well as a picture of the sanitary wipes.  In order to resolve the blockage, the plumber had to remove the entire toilet and retrieve the mass of sanitary wipes.

  
  

  Therefore, after reviewing the documents, I am hopeful that you will agree that ***************** is not entitled to a refund.

  
  
  

  Sincerely,

  JP

  
  

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