Latest news with #TheChicagoHotelCollection
CBS News
30-07-2025
- CBS News
Lollapalooza festivalgoers say they were charged hidden fees for Chicago hotel, fight for refund
After booking a hotel for Lollapalooza, some festivalgoers said they ran into hidden fees. They have spent months trying to cancel their reservation and get a refund, before a bizarre twist this week. "They have been so excited," said Daniel Schaffer of Ohio, "and then to have this hanging over the head has just really kind of put a damper." Schaffer said he has been fighting for a refund since April after his husband and a friend ran into some fee confusion regarding their Lollapalooza reservation. They booked a five-night stay at the Ambassador Hotel in the Gold Coast through a third-party service — an employee benefit portal called TicketsatWork. This resulted in a $931.66 charge on their credit card, and the site said there would be "additional resort fee of $138.43 per night." But when the festivalgoers called to confirm the additional costs would equal nearly $700, the hotel gave them new numbers — nearly $1,369.96 still "to be paid." The festivalgoers tried to cancel through the hotel, through their credit card, TicketsatWork, and the hotel. They even hired an attorney to send a letter to the Ambassador requesting reimbursement, citing "hidden fees" and "deceptive conduct," but the response they received surprised them. "Your client booked through some obscure website that then routed their reservation through Expedia," Schaffer read the response to the attorney's letter. Schaffer's attorney said the letter was returned with an unsigned, handwritten message on the back, declining the reimbursement — and ending with the remark, "Kindly wipe your a** with this letter next time you need toilet paper!" The Ambassador Hotel initially denied that the handwritten response with the "toilet paper" remark came from them, releasing a statement reading in part: "It has come to our attention that a document circulating online is being falsely attributed to The Chicago Hotel Collection. We wish to state unequivocally that this document is not an authentic communication from our organization and is fraudulent in nature. "The individual who shared this document did not book directly with The Chicago Hotel Collection, and therefore, we have no record or authentication of any such correspondence. This is not representative of our business operations or standards. The reservation in question was made through a third-party booking platform with which we have no contractual relationship, meaning we are not privy to any reservation details nor do we have any control over how such unaffiliated platforms display pricing or fees." But when told the letter was mailed to their address and returned with a Chicago area postmark, they acknowledged it could have been returned by an unauthorized party: "Yes, if the letter is authentic, it was clearly intercepted and returned by an unauthorized party. "Regarding the refund request, the reservation was not made directly with our hotel. As such, we are unable to process a cancellation or issue a refund, since payment was made to a third-party platform with whom we do not have a contractual relationship. However, if the guest contacts the third-party site and requests a cancellation, I would be happy to authorize a full refund upon receiving a formal request from that provider." Meanwhile, CBS News Travel Editor Peter Greenberg said that third party, TicketsatWork, is acting as an online travel agent, or OTA — or even a broker — and the lawyer's letter likely should have been directed at TicketsatWork. "I have no problem with any third-party website, but I do the old Gorbachev-Reagan routine," said CBS News Travel Editor Peter Greenberg, "I trust, but verify." When CBS News Chicago tried to contact TicketsatWork, the email address provided by customer service bounced back. A request for information was still unanswered 24 hours later. "So bottom line here is the hotel has got some explaining to do, the OTA has some explaining to do, and these people should not be out a dime," said Greenberg. Greenberg said there are laws that protect credit card purchases if a customer doesn't receive a service or if there are hidden fees. He also said this case could be eligible for small claims court. The Ambassador's staff said they are willing to work on a refund if contacted by TicketsatWork. As for the customer, he said they have been on the phone and exchanging emails Tuesday, and he is hopeful they are making progress.
Associated Press
27-03-2025
- Business
- Associated Press
The Chicago Hotel Collection Acquires Iconic Ambassador Chicago, Eyes Revival of Legendary Restaurant Space
Pump Room's famed space to be reimagined as The Chicago Hotel Collection seeks next iconic restaurant concept. 'We envision a dining experience that brings back the sophistication, energy, and exclusivity the Pump Room was known for. We're looking for the next great name in hospitality.' — W. Pierce Hutchings CHICAGO, IL, UNITED STATES, March 27, 2025 / / -- Chicago, IL – March 27, 2025 – The Chicago Hotel Collection is proud to announce the acquisition of the legendary Ambassador Chicago, a crown jewel of the city's historic Gold Coast and a landmark of timeless hospitality since 1926. This acquisition signals a major expansion of The Chicago Hotel Collection's portfolio of independent boutique hotels and reaffirms its commitment to preserving Chicago's heritage while delivering modern, elevated experiences for today's traveler. Located on a serene, mansion-lined street just steps from the Magnificent Mile and Lake Michigan, the Ambassador Chicago has hosted nearly a century's worth of history – from Hollywood stars and royalty to artists, presidents, and world-class entertainers. With its elegant architecture and storied past, the hotel remains one of Chicago's most beloved icons. 'We are honored to bring the Ambassador Chicago into our growing family of boutique hotels,' said W. Pierce Hutchings, Manager of The Chicago Hotel Collection. 'This isn't just a property—it's a living piece of Chicago history. Our vision is to breathe new life into its legacy while delivering a memorable hospitality experience that captures the spirit of the city.' Reviving a Storied Culinary Legacy Central to the revival is the historic restaurant space, formerly home to the world-famous Pump Room—a cultural touchstone and supper club that once drew the likes of Frank Sinatra, Marilyn Monroe, and Queen Elizabeth II. Known for its gilded Booth One and legendary energy, the venue became synonymous with Chicago glamour from the 1930s through the 1990s. Now, The Chicago Hotel Collection is actively seeking a premier restaurant tenant to reimagine and relaunch this iconic space. The goal: to welcome a world-class culinary partner whose brand and vision align with the location's rich heritage and unmatched ambiance. 'We envision a dining experience that brings back the sophistication, energy, and exclusivity the Pump Room was known for,' Hutchings added. 'We're looking for the next great name in hospitality—something on the level of a Carbone or Papi Steak—to make this space a dining destination once again.' The venue offers a rare opportunity for a standout chef or hospitality brand to create a signature presence in one of Chicago's most revered restaurant settings, surrounded by the architectural beauty and cultural legacy of the Ambassador. Blending Historic Charm with Modern Luxury The Ambassador Chicago currently features 285 thoughtfully designed guest rooms and suites, a stylish lobby lounge, and charming common areas that marry vintage elegance with modern comfort. The Chicago Hotel Collection plans to introduce thoughtful enhancements to elevate the property's offerings while preserving the charm that has defined the hotel for nearly 100 years. Future improvements will focus on refreshed interiors, upgraded amenities, and an elevated food and beverage program designed to appeal to both locals and travelers. Additionally, the hotel's unique spaces—including its wood-paneled Library bar and grand staircases—will continue to serve as sophisticated backdrops for private events, film shoots, and cultural programming. A Milestone in Strategic Growth The acquisition of the Ambassador Chicago marks a major milestone in The Chicago Hotel Collection's broader expansion strategy. With a strong and growing footprint in some of Chicago's most vibrant neighborhoods, the company is dedicated to revitalizing landmark properties with deep local roots and untapped potential. About The Chicago Hotel Collection The Chicago Hotel Collection is a leading independent hotel group focused on boutique, lifestyle-forward properties that reflect the distinct culture and energy of their neighborhoods. With an emphasis on personalized service, thoughtful design, and deep community engagement, the collection creates immersive stays for guests seeking a genuine sense of place. W. Pierce Hutchings The Chicago Hotel Collection Facebook
