Fairmont Chicago at Millennium Park

Stayed here for New Year’s Eve. I expected luxury since it is a 4-star hotel, but things did not hold up to par. Here is the list: (1) we arrived by car with a lot of luggage, the car valet immediately came to check our car but no one came to ask for help with luggage. I went inside to grab a luggage cart and was told I couldn’t take it since the bell boy (older man) was supposed to use it. I said fine— we need the help. They said to bring the luggage in — us not them! (2) we checked in and they gave us a $5 credit for coffee in the morning. When we checked out, the credit was never applied— $12 for 2 regular coffees! (3) the room TV did not work. The hair dryer did not work. Maintenance had to be called for both — took 55 minutes for them to show up. That should never have occurred in a 4 star hotel. (4) 2 towels for 3 people? Overall- I’ve stayed this year in the Hyatt and Royal Sonesta nearby. Rooms and service were much better, plus about $50 cheaper for the room and $30 less for parking

I so badly wanted to love everything about my stay here, because the staff were overall great, but the room was not only dated, but neglected and filthy. I'll start with the pros, end with the cons. PROS: The STAFF were generally quite friendly and helpful. When something went wrong (and, sadly, this happened daily during my 5-day stay) they responded quickly. They will bring you 2 complimentary bottles of water daily, which our group from Arizona appreciated! There's a Nespresso machine, with delightful coffee. The view from my room was amazing. Loved the luxurious bathrobe. The location was close to so many great sites. It is a nice conference venue. CONS: I attached photos of the room, featuring mold in the bathroom, filthy carpet that hadn't been vacuumed before I got there (pack your slippers!!), mold on the bathroom door, dust everywhere, wallpaper coming off, bathroom light didn't work (I called it in a couple times, to no avail), sink wouldn't drain properly (supposedly fixed on day 2), the recessed lighting was disgusting - see pics - filled with dust that fell onto the bathroom counter, deadbolt didn't work (when I called it in the first time, the person said, "I don't know what you're talking about." but it was eventually fixed). Also, I left the tattered room service order form (see pic) on the door at 11pm and called room service to ensure they'd pick it up, and they said they would before 2am. At 9am, no breakfast. I called down and, to their credit, they not only got it to me promptly but they comped it. Also, when I first arrived (3:30pm) the door was propped open, but dark inside. I said, "Is anyone here?" and I got a "Yes." I waited a few seconds. Me: "hello" Male voice: "Yes." Suddenly, a man emerged from the room to say he "filled the thing." I think he meant the minibar. That was the only time the minibar (including coffee pods) got refilled. I had to call daily for more coffee pods and clean mugs. One woman delivered more mugs and I asked about the complimentary water, to which she replied in a rude tone, "Just drink tap water, like the rest of us!" The room was at the end of the hall, which meant I could hear everything other guests and the cleaning staff were saying. I had to put a towel under the door between the room next to mine because I could hear their TV throughout the night. As you can see, the cons are quite long and overall, bizarre, particularly for a $300/night room. It was an overall unfortunate experience. It would take a major overhaul for me to consider staying here again.