Thank you very much for providing us with the gift of feedback. You bring up some very good points which I have reviewed with the team to ensure similar issues from occurring in the future.
Please accept my apologies on behalf of the entire team for our failure to consistently deliver on our service promise. We strive, and typically succeed, to provide excellent levels of guest satisfaction. The next time you return to Chicago we hope we can provide a 5-star stay to regain your confidence.