“Pat was very accommodating and patient despite having to answer a lot of questions and having to switch our room last minute. The hotel was spotless and we felt safe staying here. Great location to explore downtown Chicago.”

“NOT ADA ACCESSIBLE. Stay at The Drake Hotel if possible!! I am a disabled combat veteran with a service animal. My mother and I contacted the hotel at approximately 2pm to verify the reservation included the note about a service animal, and we were asked for a letter verifying training. I contacted the trainer to have a letter specifically addressed to the hotel. The trainer spoke with the manager, who stated they would not require a letter following the phone call. However, the manager stated a cleaning fee would be charged, despite the service animal trainer providing ada.gov website and guidelines concerning cleaning fee. The manager also stated the supporting policy would be provided to the trainer. I followed up with an email requesting the specific letter expectations and the policy citing cleaning fee. This email was also sent to the general manager, who did not reply. The manager did not respond and refused to provide the policy when I arrived. Upon arrival at 9pm, the manager refused my reservation due to their no pet policy. The manager refused to provide written documentation of this policy, as well as a written explanation of the reservation refusal so as to support a refund. The manager stated the ADA policy does not support service animals. The Drake is our usual hotel and kept my previous reservation information. They were happy to over accommodate us based on our discriminatory experience at the Essex.”