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Joy W


Provided by Citysearch
â??Surprise turned into a disaster!â??

“Surprise turned into a disaster!”

I brought my husband here for his birthday, this stay turned out awful. Checked into our room sat down to eat dinner with a movie but couldn't cause the DVD player wasn't hooked up. My husband couldn't figured out where the HDMI cable was 15 min later realized it had fallen behind the entertainment center, food was nice and cold. Second issue, wanted to go for a swim. You would expect that in this VERY expensive pool suite that the pool controls for the pool jets would work but they didn't so we have a pool but can't actually swim in it. Third issue the pool water was soooo hot that we couldn't even stay in it for more then 5-10 min. Also the pool room was so hot it was unbreathable. The pool suite was not worth it. If you can't swim due to the controls NOT functioning properly or cause it was just way to hot. Now I tried to resolve this issue with the GM Maureen but she decided to literally tell me I was full of crap cause she personally checked this room and the DVD player worked just fine ""I asked then if you tried the DVD player and it worked just fine then why would you leave a DVD that belonged to someone else in the DVD player"" she said that all she knows is it worked what happened in the room after she checked it is out if her control. Same for the pool she checked the whole room and everything worked just fine. She is the one that lights the candles, checks the TV, DVD, RADIO, and POOL well the pool DID NOT WORK. Then she has the nerve to tell me that I don't have any reason to be mad or yelling. When I tried to explain to her that the condition of the room along with her attitude and her tone was what was upsetting me she decided to tell me my attitude was [--] her exact words and then HUNG UP ON ME. WOW what customer service that is, I was called a lier, told I had no reason to be mad or yelling, then I'm told that I have a [--] attitude and to top it off I get hung up on by what this place calls there General Manager. What happened to respect and courtesy? I'm not exactly sure but with this one I'm gonna say they need to retrain or get a new GM. The rest of the staff was very sweet. I just hope that I get a call back from the owner like I requested.

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Provided by Citysearch
Words cannot describe!

My husband and I stayed at the Champagne Lodge for our 17th wedding anniversary. The hotel is tucked away in a subdivision which is different but so nice to be away from all the traffic and people. We live in Oakbrook and I never realized we were only 10 minutes away from PARADISE! When we entered the room we were greeted by an enormous whirlpool and fireplace. It was love at first sight! I highly recommend the dinner package, the chocolate covered strawberries and champagne were to die for and we received a gift certificate to a romantic little italian restaraunt for the first night. On the second night (saturday) we had a couples massage in their spa. The spa was not what I expected at all, it was just me and my husband and we had the spa room to ourselves! Afterwards when we stopped up at the lobby we were able to help ourselves to a complimentary glass of champagne. I was so impressed at how tasteful and beautiful everything was! Needless to say, we had a hard time saying goodbye! We will definately be back, his birthday is coming up in December and we are already choosing what packages we will try next!

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Provided by Citysearch
A stay to remember! Will be back!!!

I recently stayed at The Champagne Lodge for business mixed with some relaxation. I am usually in and out of chicago for conventions but I thought I would try something different to add a twist to my already hectic schedule. My wife and I had a wonderful time from the second we checked in. The staff was great, actually pretty entertaining, (we found out we were from the same home town).
Anyways, they showed us to our suite which was unbelievable...i advise the executive! We were close enough to the city, yet far enough away from traffic and over population. Our room had a huge tub, nice steam shower and a oversized plasma.
I have to say this stay was one to remember for my wife and I. It is hard for us to get away when I my work schedule and travel comes in between us. This hotel gave us the opportunity to reconnect... I will be back!!

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Provided by Citysearch
Don't Make Online Reservations

I made a reservation online for my boyfriend's birthday and was put into the wrong suite upon check-in. Despite the fact that I had a printed copy of the reservation confirmation their computer system had sent me, I was told that my reservation was for a standard suite not a premium suite. The explanation I received was that their computer will automatically downgrade your reservation if the room you requested is not available. I was told that there was no other rooms available.

I had to wait about 15 minutes to speak to the manager, who was also part owner, because she was out tanning. When she did arrive, she again told me that while my copy of the reservation said premium suite, they had me in a standard suite. She did not appologize for their mistake or offer to make it up to us in any way. The only option she offered was to refund our money. The manager had no customer service skills, and was very rude and unproffesional. I felt insulted by the fact she did not appologize for the trouble she had caused or for only offering for us to leave and go stay somewhere else. I took the refund and was left to find another hotel for the night at 5:30 in the evening. The manager did not even stay around to process my refund, and two days later I had to call them because the refund did not go through, only the charge for the room.

Also, the standard room I was put in, did not compare to what the website suggested it would be. The room was very small, along with a very small steam room that did not have a ""rain forest shower."" The room is all tile floor, and the pillows were thin and cheap. Also, the stereo was on when we walked in and the speakers were blown, and all the lights were not working.

Overall, I was astonished by the manager's inability to handle the situation correctly. I was also very offended that her only option was for us to leave and receive a refund. I would not recommend this hotel, mostly because of the horrible customer service.

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Pets Allowed: No

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