FREQUENTLY ASKED QUESTIONS
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 $25 plus taxes per night. Please contact us for availability and to reserve.
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.
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.
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.
WHO DO I CONTACT IF I'M HAVING TROUBLE WITH MY MOBILE CHECK-IN?
HOW DO I DOWNLOAD MY MOBILE KEY?
HOW DO I OPEN DOORS WITH MY MOBILE KEY?
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?
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.