Hyatt House Chicago/West Loop-Fulton Market

I paid the full amount when I booked, but the hotel charged me again after checkout without telling me. It took hours of calls and conversations with several staff members who kept passing the blame to get it addressed. The first refund went to a card that wasn’t mine and that I had never provided. Over the next five months, I spent more than 15 hours trying to resolve billing errors. My card was charged repeatedly, once for more than $4,000, three times the actual cost of the stay, and later for an even larger amount. There was no notice, explanation, or valid receipt for these charges, and each time I had to spend hours following up to get a refund. Staff could never clearly explain where the charges came from. In the most recent incident, a manager accused me of wrongdoing and threatened legal action because I disputed charges that my bank statements show were incorrect and didn’t match Hyatt’s own receipts. I’m now forced to cancel my card and dispute the transactions, with possible effects on my credit. The hotel itself is nice, but no stay is worth the risk of repeated unauthorized charges. Similar reports in other reviews make me think this may not be an isolated incident.

The sheets during my latest stay were extremely dirty, enough to raise a biohazard concern. I contacted the GM, Craig, but he never replied or reached out. This hotel has fallen a long way in both service and quality. It used to be exceptionally well run and a familiar place to stay near offices. They should be reviewed and held accountable. Disgusting hotel, with extremely poor customer service.

We stayed four nights, and after the second night the sheets were changed. I felt a little itchy on night three, then woke on our last morning covered in bites. We’d driven to Chicago, so we put our things in trash bags and bought new clothes. The hotel called pest control, and we saw the van. They said they’d tell us what they found, but never got back to us. Edit 1: The exterminator said they found no bugs. A physician diagnosed our bites as bed bug bites. You can decide who to believe. From other reviews, it seems guests who report bedbugs have been gaslit by this hotel. Apart from the bugs, the stay was meh for the price. Parking was the worst, very limited, and staff weren’t helpful in finding other options. The hotel snack self-checkout is extremely annoying. The gym and bar are nice, and the pool is shallow but has a nice view. Breakfast was okay, though they never seemed to have coffee. The rooms are fine, with kitchenettes and big TVs.

We had a great time in Chicago visiting our son, and the hotel’s location was fantastic. But I booked two rooms online for my family’s April 9-13 stay and paid in full at booking. They charged me again during the stay. I assumed the first card charge would drop off, but only one room’s charge did. The other still hasn’t been refunded, despite repeated calls to the hotel and now several to Hyatt’s corporate call center. I may never get my money back, and Hyatt COULD.NOT.CARE.LESS!!! I had high hopes they’d fix it. I made one last call today, and since the review date is now December, I’ve officially lost hope. I will NEVER stay at any HYATT again. I’m so, so, so disappointed. Please don’t make the same mistake. Buyer beware, this place and Hyatt in general may scam you.