Experience Timeless Luxury at The Chicago Hotel Collection Ambassador Gold Coast - Your Escape in the Heart of the City!

Beware: Bait and switch We booked this hotel via 3rd party site and paid for the lodging. Upon checking in, the hotel charged us a “resort” fee of $146, they wouldn’t let us check in without paying it and charged us even though it was past dinner time, we didn’t need parking and had breakfast plans the next morning so we didn’t need the amenities. They claim this is stated on their website however I showed them proof that it was not stated on the 3rd party site. Staff was rude, unhelpful and it was late so we had no choice to pay or have no place to stay the night. This is an ILLEGAL bait and switch! I blame the hotel and the 3rd party site! Shameless staff stealing peoples money.

Bait and Switch, terrible customer service. Avoid! Do NOT stay here - BAIT and SWITCH! Deplorable customer service! I am writing regarding my stay at the Ambassador Gold Coast, Chicago on October 11, 2025.  Upon arriving at the hotel, I was told there was no booking for a Standard King room (made by my wife in July via Kayak) in the hotel system. Even though I showed him the booking reference confirmation provided via email from the 3rd party company, and despite following up with the 3rd party company, who indicated that the booking reference was correct, the receptionist claimed he could not resolve this issue. I also note that I was not alone in my experience as two other independent guests I met at reception were also subjected to what can only be described as a similar, deliberate 'bait and switch', which other recent reviews of this hotel also indicate. Given it was the Chicago marathon weekend with limited hotel availability, I had to re-book a lesser Standard Queen room at almost 3x the price of the rate I received via my original booking in July, as the hotel would not honor the original booking price and there was no manager available to speak to. The receptionist indicated that this was the cheapest room of the few limited rooms left available. I was absolutely appalled at the condition of the room given the exorbitant cost - there was blood on the duvet cover (attached), the phone was not working, and there were cobwebs and feathers hanging from the roof (attached). The carpet was worn in several places and there was dirt on the floor and walls (attached). But, given the limited room availability and exorbitant pricing over Chicago marathon weekend, I had few options. At check-out, on October 12, I spoke to the front office director at the hotel, Jessica, who indicated that due to a system glitch at the hotel, no 3rd party hotel room bookings were registered in their system. She indicated that all 3rd party vendors were contacted and told this, and that the hotel did not take payment or accept any hotel room bookings on behalf of any 3rd parties. I followed up with the 3rd party company who indicate that that they did not receive any email from the hotel. I am absolutely appalled at the tactics and substandard rooms provided by Ambassador Hotels via this experience. In all my business travel over the years, I have never had to manage such disreputable practices. It is wholly unacceptable for a hotel to provide such substandard accommodation at exorbitant cost, as well as a complete lack of understanding or consideration to customers impacted, especially given that I voiced my concerns with respect to the room conditions and given the apparent booking glitch was due to the hotels' own system, as acknowledged by the hotel director, yet the customers were the ones left paying the price. Clearly, from many of the recent reviews and the fact the same issues were faced by two other independent guests that same day, this bait-and-switch strategy is deliberate and speaks volumes to the standards of this hotel. Moreover, I followed up via email with both the Ambassador management team via the email (management@thechicagohotelcollection.com) provided by the director and the 3rd party company on October 16. The 3rd party company replied the next day, on October 17, to confirm receipt of my email and provided appropriate resolution that day - that’s customer service. On Dec 9, after weeks of no response, I finally received two emails from Cristian (management at Ambassador). He confirmed the issue of missing 3rd party vendor registrations was due to Ambassador's own systems, yet refused to consider any refund for this issue, the state of the room or management team conduct. Disgraceful! That’s not hospitality or customer service, quite the contrary. Avoid this hotel if you value basic customer service! If nothing else, I hope this review (and the many others like it in recent months) serves as a warning to future prospective guests.

Good and welcoming, and getting better all the time. When in Chicago, and that’s several times a year, I stay in close proximity to The Ambassador. The current owners are taking great strides to get the experience of the hotel bar and restaurant to ‘historic’ levels. The drinks are good, the food is good, and the live entertainment is good. For New Years Eve, the decor and atmosphere clearly demonstrated the ambiance that made The Pump Room famous. The room is spectacular. Keep it up!!! Kudos to Armani, David, Brandon, and the rest of the staff in the bar. It’s a pleasure.