"I originally posted my complaint on November 223, 2025: Sophy Hotel Chicago (November 20-23, 2026) 11:08 AM- stopped by the front desk to discuss the option of GM getting a late checkout due to my flight being at 4 pm. I wasn’t aware that I had passed the 11 am checkout window and assumed it was at 12 pm. The front desk manager, Kameron, was extremely rude in her response suggesting I should have already checked out and that should would have another front desk worker let me in”. I shared that I was unaware of the 11 am checkout time. She replied in a sarcastic manner with a smirk on her face”well let you in your room to pack and shower but you have to be out by 11:30 am” as if she’s doing me as a paying repeat customer, a favor. I told her that I didn’t appreciate the sarcasm and the rudeness especially as someone who works in hospitality and holds a manager position at a property such as the Sophy hotel. In addition to the front desk issue, I then received a call around 11:30 from a male employee threatening to charge me an additional fee if I was not checked out by 11:45 am. Before this point I stayed in this hotel due to the exceptional service that I’ve received. My experienced today was unpleasant, unprofessional, and inexcusable. This is a direct reflection on the leadership of this hotel and brand. Update: I emailed (November 23, 2025)the GM, Michael Falkenstein, and Director of Sales, Sandi Robinson. I received an email requesting a phone call from Mr. Falkenstein. I shared my contact information and spoke to Mr. Falkenstein via phone on 11/25/25. He started the conversation off attempting to dismiss experience by suggesting that the employee,Kameron, couldn’t display racism, bias, or discriminatory actions due to the fact that her partner is Black. I appalled and offended as he clearly doesn’t understand how racism shows up. We eventually came to the agreement that my complaint was vapor and that no guest should be treated unprofessionally. He shared that the employee would no longer be working at the property as well as he agreed to provide me compensation for a portion of my stay as well as ensure I received a full refund for a double booking. He also asked that I contact him on my next visit as he’d offer special rates or discounts. I agreed to remove my original post here as a curtsey. As of today, I only received a half day refund, never got refund from the Sophy on my double booked stay, and received no response of follow up from Michael when I’ve reached out both phone and email."

"What an exceptional hotel experience! My partner and I are Chicago locals who take a "staycation" every year and this was easily one of the best yet! Great location, the vibes in the lobby were on point (and so were the refreshments), the rooms were stunning and very clean, and the service was on another level! Every staff member we interacted with was so friendly, welcoming, and helpful - shout out to Sam for brightening our stay! Absolutely would recommend to anyone who wants to enjoy Chicago in style!"

"Great space and friendly atmosphere. Tyesha was our in room hostess and she was amazing! Things went very well and my only issue was identified and handled."

"I highly recommend this hotel. The best boutique hotel I have stayed in. I hope it reaches even higher heights. The staff is wonderfully motivates and extremely courteous and helpful and the property is adorable."

"We stayed at the Sophy Hotel in Hyde Park for the Rev. Jesse Jackson events and it was honestly magical. Everything was spotless, and every single person—from the front desk to the servers—was kind, present, and excellent at what they do. The food was incredible. And Sam, the manager, was completely on point the entire time. It’s a fantastic location! The rooms are clean and comfortable with complimentary coffee. We got a super cool deal on value but highly worth it and they even have a hype cocktail space downstairs and clean fitness center!! Expected city sounds but it was actually quiet and peaceful sleep in room. 10/10. Would absolutely recommend."