The Palmer House, a Hilton Hotel, bears a mixed reputation with customer experiences fluctuating notably. The historic charm of the property, particularly the ornate lobby, receives high praise from guests, who also laud the hotel's prime location and its proximity to local attractions. Staff friendliness and attentiveness were frequently noted, contributing positively to the overall customer experience. Nevertheless, several operational inconsistencies undermine the hotel's reputation. Challenges with room amenities such as refrigerators and coffee makers, as well as issues with room cleanliness and maintenance, were repeatedly cited. A concerning aspect is the apparent mishandling of a guest’s property and subsequent insufficient customer service response. The cumulative effect of such negatives has led to some guests questioning the value for the price paid and expressing reluctance to return.
Positive feedback for the Palmer House a Hilton Hotel centers on its beautiful and historic ambiance, particularly the impressively designed lobby that guests find stunning. The fitness center receives commendation for being well-equipped, encouraging repeat stays. Many guests experience exceptional service, describing staff as 'over-the-top friendly, helpful, and personal'. The hotel's central location within Chicago is another key advantage, offering guests convenient access to local attractions and a sense of safety in the vicinity. Complimentary amenities, such as accessible Wi-Fi and clean public restrooms, enhance the attractiveness for business travelers and conferencing events.
Despite some positive feedback, the Palmer House Hilton's reputation is marred by several negative guest experiences. Among these, challenges with checking in and room accessibility are apparent, with misplaced room amenities, such as absent refrigerators and locked bathrooms. An alarming concern involves guest property being removed from rooms, coupled with a lack of accountability or satisfactory resolution from the hotel staff. Additional criticisms include outdated room decor, insufficient in-room provisions like coffeemakers, and a perceived decline in property upkeep. Discontent also arises from a perceived lack of empathy and flexibility shown towards guests experiencing personal crises, notably regarding stringent cancellation policies and deposits.
Not all rooms at the Palmer House come with refrigerators as standard amenities, but they may be provided upon request subject to availability.
While the staff at Palmer House generally receives positive remarks for friendliness and helpfulness, there have been instances reported where guest issues, especially concerning room cleanliness and lost property, were not resolved to the customer's satisfaction.
Business guests appreciate the Palmer House's amenities, such as reliable Wi-Fi and clean public restrooms. The hotel's lobby also provides space for guests to work and recharge their devices.
Storied hotel with upscale quarters & casual dining, plus a lavish lobby, 7 ballrooms & a chic bar.
