The Palmer House Hilton Reviews

Location was excellent, walking distance to Millennium Park. However, the hotel customer service was extremely disappointing. First, we were bumped from our original booking of 2 double beds to 1 king bed. We were not notified of the room change until we checked-in at 10:30 pm, and no other double bed rooms were available. At check-in, we were told we would get 2 complimentary roll-away beds for our 2 kids. We waited 1 hour, and I checked back in with another front desk agent, who told us that they do not have a time frame or an update, but they would request a rush delivery knowing that there are 2 very exhausted children. By 12:30 am, my kids have passed out on the king bed, my husband and I are on the floor. It's been 2+ hours of waiting, and I finally get to talk to the hotel supervisor, who still does not have a status update on the roll-away beds. I ask and he is unable to give us an additional room. I finally track down the 1 staff member responsible for delivering the rollaway beds, hop on the service elevator with him, to make sure that the bed is delivered. After all of that, he can only provide 1 bed. It's past 1:00 am, I squeeze onto the king with the kids to avoid sleeping on the floor. Trip.com customer service was doing their best to negotiate with the hotel. But there was serious breakdown of communication, from getting bumped from the original room, to waiting 2.5+ hours in the middle of the night for a bed.