My
spouse and I stayed at the Palmer House for three nights in mid-August
2011. As Hilton Hhonors Diamond members, we always check prices and
availability for Hilton-branded properties first. The location of this
hotel appealed to us for several reasons. It is one block from the blue
line, so it's a snap to get there from O'Hare (Monroe/Dearborn). The
hotel is on the same block as the red line, which was handy for getting
to our dinner at Alinea (North/Clybourne). The hotel is one block from
the green line (Monroe), which worked well for our visit to the Frank
Lloyd Wright's Home and Studio in Oak Park (Harlem). The hotel spans
nearly an entire city block, with entrances on Monroe, Wabash, and State
Streets (there is no entrance from Adams). There are two CVS pharmacies
and two 7-11 convenience stores within a block of the hotel, in case
you are looking for a store purchase drinks and snacks for your room.
The hotel is one block from Michigan Avenue, Millennium Park, Grant
Park, and the Art Institute.
The public spaces of the hotel are
gorgeous, particularly the soaring painted ceiling in the lobby, off
which the Lockwood Restaurant and Bar is found. The lobby itself has a
bar, surrounded by additional comfortable seating. Potter's Lounge is
accessed from the street level, where there is a Starbucks and small
shopping arcade (gift shop, shoe store). The indoor pool is small but
adequate. The hotel has an odd configuration. The lobby is on the second
level, not the street level, so it is necessary to bring your luggage
either up the escalator, elevator, or stairs to check in; however, there
is a bellman at the Wabash Street entrance. Both the Wabash Street
entrance and the Monroe Street entrances are staffed by doormen who can
help you hail a taxi. It seems like the hotel is comprised of several
different buildings, along with several different elevator banks; it is
necessary to find the correct elevator that will take you to your
desired floor, because not all elevators stop on all floors. The
Executive Level elevators (and lounge) require key card access.
Keep
in mind that many of the rooms are TINY! We checked in the day before
online, and after reading all the possible room options available to us,
we chose the description that stated LARGE ROOM, LARGE BATHROOM. Other
descriptions claimed SMALL ROOM, SMALL BATHROOM, NOISY ROOM, and the
like, so we felt that we got lucky with room 10171. There was no upgrade
offered to us as Diamond members, even though we had booked the
second-to-lowest category of room (the lowest being a DOUBLE room with
one DOUBLE bed); the hotel was not full, either. Upon seeing the room,
if that was a LARGE room, I would dread seeing what the SMALL rooms
looked like. Although it would have been possible for the room to be a
bit smaller (there was an arm chair in addition to a desk with a chair),
I don't see how the bathroom could have been any smaller unless you had
to stand in the bathtub or atop the toilet to close the door. The décor
of the room was attractive and modern, but the size prohibited us from
enjoying a relaxing space. On the third day of our stay, we didn't
receive service on our room until about 4:00 pm (despite departing the
room at 8:00 am), at which time we were showering and dressing for an
early dinner. To be fair, we asked the maid to return in an hour after
we had departed for dinner, and she did service our room while we were
gone. The room had no mini-bar, which we found odd - it's a quick and
easy way for a hotel to make a few extra bucks on the guests - although
in our room, there was no space to allot for that amenity. Our room had
an interior courtyard view, but at least it let in some natural light.
Our major complaint about the room occurred on the evening of our second
night, when my spouse, dressing for dinner, skimmed a bare foot along
the dust ruffle of the bed and withdrew it with a USED CONDOM attached!
It doesn’t get much more DISGUSTING than that! We immediately telephoned
the front desk - and our call was put on hold - then we called the
concierge - and our call was placed on hold again - and finally, we
called the special guest services number (I think it we dialed 26 on the
phone) - also to be put on hold! Because we were preparing to depart
for dinner, we attempted to stop by the executive lounge to voice our
discovery (no one was manning the desk), as well as the concierge (where
the lines were “a mile long”) and finally, the Hhonors front reception
desk (where there were no long lines, but where every desk attendant
appeared to be waiting on the non-Hhonors patrons). We just wanted to
tell someone about our "find", as well as have it removed from our room,
but no one was available. Later that evening, we left a message with
the front desk staff for the manager; we were told that NO MANAGER WAS
ON DUTY ON WEEKENDS, which is a bit disconcerting for a hotel of this
size. We don’t understand how a routine cleaning of a room wouldn’t
remove such a personal item. The room assumably had a thorough cleaning
after the previous customer had checked-out, and we ourselves had some
type of service after our initial night stay. It wasn't as if my spouse
had gotten on his hands and knees and looked under the bed, or that we
had arrived with an ultraviolet black light searching for “creepy
crawlies”, so there's no reason why a maid's vacuum cleaner did not
uncover the condom. We spend a lot of nights in hotels, some of them at
lesser Hilton properties than this full-service Hilton (for example,
Hampton Inns and Hilton Garden Inns) and never has this happened before!
Apparently, spending extra money on a “better” properties guarantees
you some extra personal-care items! We never received a call from the
manager, although we did receive a message from the maid asking us to
call and discuss the matter, which we didn’t have time to do.
The
executive lounge was a bit disappointing - extremely crowded on the
weekends at both breakfast and evening cocktails. The breakfast buffet
was small but adequate - pastries/muffins/bagels, fresh fruit (whole not
sliced), hard-cooked eggs, sliced luncheon meats, hot oatmeal, yogurt,
juices, flavored waters, and coffee. The evening cocktail hour featured
sliced fresh fruit, fresh vegetables and dip, and some hot hors d'oeuvre
items, along with complimentary non-alcoholic beverages. My spouse
purchased a beer, which was $6; I'm not sure if that was a "deal" as
compared to what they were charging in the lobby bar, nor could we
compare the price to that of the mini-bar because our room didn’t have
one. From the sizable crowds in the executive lounge, it seems that
everyone is either a Gold or Diamond Hhonors member these days, although
no one really checked guests in and verified that they belonged there.
We saw many extended families, some with as many as 6 family members,
staking out places in the lounge and partaking of the freebies. Key card
access is required to access the lounge from the lobby or street level,
but with the many additional elevators and staircases in the hotel, you
can get around that if you know how.
Overall, this was a
disappointing stay, and we would not recommend this hotel, which is a
shame, really, because the location is great. We could overlook the size
of the room (even though it was billed as LARGE but to us appeared
SMALL), but the whole USED CONDOM ISSUE is pretty unforgivable!
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