Sutton Place Hotel Chicago - Chicago, USA     

We were at this hotel with a group, and for some reason we were the unlucky ones to get a small room/small bathroom, and bathrooms are very important to me. We are members of their club, and still were given the smaller room. I would have complained but my husband does not like doing that, so we stuck with it. It was a decent room and bath, but seeing that others had soaking tubs and showers while we only had a "too narrow" tub, was upsetting. One would think their staff would know to give club members a better room, not a worse one, upon check in. Simply put, ask to see another room if you get this one (it was the smallest on that particular floor plan); most of their rooms are larger.

Upon check-in I realised I may have made a mistake. Having arrived from London I was tired and very miserable after a bad flight and less than hospitable welcome from US Immigration I was then subjected to a 45 minute check-in process as the computer had no booking for me even though I had booked direct with the hotel some 4 months previously. I eventually made it to the junior suite but was amazed at the smallness of the room which is really saying something coming from the UK and the standard size of hotel room here. The water pressure was non existant, the mini bar was well stocked but with basically vast quantities of the same product, the room stank of stale tobacco even though I had booked non smoking, the bedding was stained and dirty same with the carpet throughout the room, three lightbulbs had blown, the toilet continiously kept on filling, the cd player didn't work in all the room was a total disgrace. Having spoke to the GM I was advised that if I was unhappy maybe I should check out. Way to go with the great customer service!!!! I did exactly that although he seemed a little surprised when I also cancelled the 5 other suites I had booked for friends who were joining me in Chicago for the weekend. In a word don't wast your money here, the Ritz Carlton is much better!