ComplaintsforThe Drake Oak Brook
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Complaint Details
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Initial Complaint
03/10/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On March 3rd 2022 I made a reservation to stay at The Drake Oakbrook for 03/04-03/05. I checked in at 9pm on 03/04. I made reservations here to have a romantic evening with my fianc for his birthday. I told the staff of my plans and they so kindly upgraded me to a suite with a balcony and helped me bring decorations to my room. Later that evening I arrived with my fianc at about 10pm, and received a phone call from the front desk at 10:30pm for us to lower our music. With no hesitation we lowered the music and continued our evening. Throughout the evening the staff was helpful with room service and accommodating our needs, we had staff come to our room multiple times through the night and not one staff member mentioned any issues or complaints to our room. At 7am we were abruptly woken up out of our sleep to banging at our door from *** who is apparently the owner. He did not identify himself as a staff member and aggressively demanded us to leave the premises. He stated that there were multiple complaints made to our room throughout the night, that we are not allowed to have the tv or music on past 11pm, he also accused us of having a party, and smoking within the room. The supervisor informed us that they would need to start investigation to look at the cameras and see if there is evidence of smoking within the room but we would still need to leave. She also stated that her staff did not follow proper protocol and did not inform us of the complaints made to our room. We advised them to check the cameras because we did not have any additional people in our room and to check the room for proof of smoking. They had no evidence of the claims they were making but still proceeded to cancel my reservation. The owner claims the hotel has "quite hours" but not once was I informed that I was not allowed to be awake within my room. I believe since we are a young latino couple they accused us of violating the rules of the hotel and wrongly canceled my reservation.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.