FREQUENTLY ASKED QUESTIONS

HOTEL POLICIES

WHAT ARE YOUR HOURS OF OPERATION?


Our properties are open 24 hours a day, 7 days a week. Our Concierge Team is available from 7:00 am to 11:00 pm daily.




WHAT ARE YOUR CHECK IN AND CHECK OUT TIMES?


Check-in starts at 4:00 pm daily. Check-out is at 11:00 am daily. Early check-in and late check-out is subject to availability and available by request.




IS THERE AN AGE RESTRICTION?


All ages are welcome at our properties. However, you must be 21 years old or older to reserve a room.




IS THERE PARKING?


Limited on-site parking is available at our River North location for $35 plus taxes per night. Please contact us for availability and to reserve. There are several nearby parking garages (within 2 blocks) public parking options for all our locations and ample street parking. We recommend using SpotHero to find nearby parking.




I NEED TO CANCEL OR MODIFY MY RESERVATION. WHAT DO I DO?


You can cancel or modify your existing reservation on our booking engine. Simply click the "Modify/Cancel Reservation" option in the bottom right corner of the screen.




WHAT IS YOUR CANCELLATION POLICY?


Reservations must be canceled 72 hours prior to arrival to avoid penalty unless otherwise specified as non-refundable




HOW CAN I PAY?


We accept the following credit card types: American Express, Discover, Mastercard, and Visa. We do not accept cash payments.




CAN I STORE MY LUGGAGE BEFORE I CHECK-IN OR AFTER I CHECK-OUT?


Absolutely! We can provide your luggage a secure place to be stored, for free, on the day you check-in and the day you check-out. You just have to pick it up by midnight.




ARE YOU PET FRIENDLY?


Yes! We're happy to have you visit us with your pets. There is a 2 pet per room limit, up to 65 lbs each. There is a $75 non-refundable pet fee per pet per stay. We also ask that you sign a pet policy accepting responsibility for any damage or special cleaning costs. Finally, we'll ask you for your cellular phone number so we can contact you, if necessary, while your pet is alone in the room. For the safety of your pet and our staff, Housekeeping will not enter your room while your pet is present. Service Animals (Dogs or Cats) are exempt from the Pet Fee with proper documentation.




DO YOU AUTHORIZE CREDIT CARDS FOR INCIDENTALS?


Yes. A $50 authorization will be charged to guests’ cards at check-in and released on the day of check-out subject to any damages.




DO YOU ALLOW SMOKING ON PROPERTY? IN THE ROOMS?


Our hotels are completely non-smoking. You are welcome to smoke in the public area outside the hotel's front door. Chicago city ordinance requires that smokers be at least 15-feet from the doorway.




HOW DO I RESERVE A PELOTON BIKE OR YOGA MAT?


Please contact our Conceirge Team to reserve your Peloton Bike or yoga mat. Please note, bikes and yoga mats are first come first serve and are availabe during our Conceirge Team office hours from 7:00 am with the last reservation time at 9:00 pm.




WHAT ARE YOUR HOUSEKEEPING POLICIES?


We have updated our housekeeping procedures to ensure the safety of our staff and Guests. All common areas are thoroughly cleaned and sanitized multiple times per day. Daily guest room housekeeping includes: cleaning floors, bathrooms, and hard surfaces, hanging towels and making beds. Fresh linens are provided every third day of a guests' stay. We are happy to provide fresh linens daily upon request.




DO YOU STORE MY CREDIT CARD INFORMATION?


Your credit card information is collected stored as a token. This allows us to charge incidentals upon check-in and process your full payment at check-out.




WHAT IS YOUR FIREARMS POLICY?


Open carry weapons are not permited on property.




DO YOU HAVE PELOTON SHOES?


Our Peloton bikes have Peloton pedals. We do not offer Peloton shoes at this time, and recommend bringing your own if you are able.




ARE THERE ANY FEES?


Yes, our Daily Amenity Fee which includes: 4 complimentary drinks daily, WiFi, use of our Peloton Bikes, a $25 booking credit towards your next stay when you book direct, a complimentary subscription to Club 1 Hotels with instant access to local and national travel, tours and attration discounts up to 60%, and more! See full Amenity Package details here. If you smoke in your room, there is a $250 smoking fee. There is also a pet fee of $75 per pet per stay.





CONTACTLESS CHECK IN AND MOBILE KEYS

HOW DOES CONTACTLESS CHECK-IN WORK?


Our mobile check-in is quick and easy. On the day of your arrival, you will receive an email with a link to access your personalized check-in form. Please make sure to complete the entire form including your vehicle information. Once you complete this form and sign to acknowledgement of our terms and conditions, click "Submit" and you're checked in! You'll be able to access your guest room at our check-in time, 4:00pm, unless you have confirmed early check-in. *Note: If you have made your reservation through an online travel agent such as Expedia.com or Booking.com, your link will come through that site's messaging protal.




WHO DO I CONTACT IF I'M HAVING TROUBLE WITH MY MOBILE CHECK-IN?


Please text our Concierge Team at (773)302-1460 during opening hours if you are experiencing any issues with our mobile check-in process.




HOW DO I DOWNLOAD MY MOBILE KEY?


After you've completed your contactless check-in and your room is available, you will receive a text message from OpenKey prompting you to download the OpenKey app, also available in the App Store and Google Play. Once the app is downloaded, allow for push notifications (Note: Push notifications are required to receive your key. Don’t worry, we won’t send you a thousand notifications!). Then enter your phone number, the same you used for your reservation, and tap the “Request Verification Code” button. You should now receive a text message with your individual code (Note: This code expires after a few minutes, so be sure to enter it as soon as you receive the message. If your code does end up expiring, simply repeat the first steps to receive a new verification code). Copy and paste or manually enter your verification code into the app. Then tap “Get My Key.” If you have already been checked-in, you will receive your key immediately upon activating your OpenKey app. If you have downloaded the app prior to check-in and your room is not yet ready, you will receive a push notification once your key has been activated, typically at 4:00 pm, our time of check-in.




HOW DO I OPEN DOORS WITH MY MOBILE KEY?


Once the mobile key has successfully downloaded, your will be able to open our entry ways and your guest room door. Tap on the big orange key activation button, then place your phone, screen facing towards you, to the lock reader. (Note: At our Wrigleyville location, the guest room door lock reader is a small black circle located above the door handle. At our River North location, the guest room door lock reader is located in the black section located at the of the door handle. Most smartphone Bluetooth components are located on the bottom back side of the phone. Hold this area to the lock reader for best results.) A green checkmark will appear on the screen along with a vibration of the smartphone indicating that the door has successfully been opened. for entryways, you will hear a slight beep as well. *Please note, you must allow the app to access your Bluetooth connection to allow the mobile key to work properly. We recommend connecting your phone to the hotel's wireless internet as well.




WHO DO I CONTACT IF I'M HAVING TROUBLE WITH MY MOBILE KEY?


If you're having any issues with your mobile key, feel free to text our Concierge Team during opening hours at +1 (773)302-1460 or phone at +1 (312)291-9922. Or, you can contact the OpenKey Customer Service directly from the OpenKey App menu or by calling +1 (877)800-2008.




WHAT IS A MOBILE KEY?


A mobile key is a small bit of code which is downloaded to your phone via the OpenKey app. This code interacts with our room door and entryway locks Bluetooth modules allowing you entrance into our building and your guest room.




OPENKEY IS UNABLE TO FIND MY RESERVATION. WHAT DO I DO?


If you received the above error message: "Sorry! We were unable to locate any reservation under this mobile number. Please contact the hotel directly to add your mobile number to your reservation." This error means that the mobile number you entered is not associated with a reservation in the OpenKey system or your room is not yet available and your check-in has not been completed by our team. Please contact our Concierge Team by texting +1 (773)302-1460 or calling (312)291-9922 to verify if a different phone number (or no phone number) is listed in your reservation and/or if your guest room is available.




CAN I HAVE ADDITIONAL MOBILE KEYS?


Yes! You can add up to 4 additional mobile keys for your reservation in the OpenKey app. Simply click the Share Key option in the bottom left of the home screen in the OpenKey app. OpenKey Share Key button location Complete the Share Key Form, including the name and phone number of the other member of your party, and hit share key. You will need to repeat this step for all members and they will need to go through the download and registration steps to activate their key. If you are having trouble with this step, please text our Concierge Team at (773)302-1460 with your room number and the name and phone number of your additional guest(s). We will be happy to set those up for you!




OPENKEY TUTORIAL VIDEO