An English couple visiting Chicago for a babymoon were charged hundreds of dollars in unexpected fees at the Ambassador Hotel Chicago after booking a prepaid five-night stay through European travel agency Love Holidays, according to CBS Chicago on August 7, 2026.
Charges for Membership and Service Fees at Check-in
Despite a booking confirmation showing a zero remaining balance, the hotel demanded additional payments upon arrival, applying an $80-plus-tax nightly resort fee and a $40 nightly service fee. The fees were presented as membership or VIP club charges, which the guests had not agreed to. The couple received vouchers for free breakfast, drinks, dinner, and spa discounts as compensation
but did not use any of them. Mark Scullion said, “They’re saying it’s some sort of, like, guest membership club, VIP club. I said, ‘But either way I don’t want it, and I didn’t agree to it.'” He added, “They were trying to, like, make out you were getting all these benefits with these fees that I hadn’t signed up for that, I hadn’t agreed to that.”
Responses from Ambassador Hotel, Love Holidays, and Travel Editor
The Ambassador Hotel issued a cease and desist letter to Love Holidays, stating the travel agency failed to adequately disclose mandatory fees due at hotel check-in and ordered the removal of all Chicago
Hotel Collection properties from Love Holidays’ listings pending review. Love Holidays apologized, acknowledged receiving incorrect supplier fee information, reimbursed the couple for the additional charges, and temporarily removed the hotel from sale while investigating the issue. A statement from Love Holidays emphasized they are “absolutely committed to providing our customers with clear and transparent pricing.” Travel editor Peter Greenberg criticized the hotel and agency for lack of transparency around the mandatory fees, questioning, “The bottom line is, who’s protecting the traveler here?” Greenberg highlighted the $80-plus-tax nightly resort fee and $40 nightly service fee as examples of charges that should
be clearly disclosed.
Implications for Travelers and Booking Recommendations
The surprise fees charged at check-in could significantly disrupt holiday budgets, especially for travelers with limited funds. Travel experts advise booking directly with hotels to avoid hidden fees commonly obscured by third-party travel agency listings. The Ambassador Hotel claims all applicable fees are clearly disclosed on its own website and that it does not control third-party booking platforms or their pricing disclosures. The fees include a mandatory resort fee over $80 per night plus tax and an additional $40 service fee per night applied to reservations.
Guest Experience Despite Fee Dispute
Despite the unexpected fees, the couple enjoyed their time in Chicago.
They prepaid for five nights at the Ambassador Hotel Chicago, part of the Chicago Hotel Collection. Love Holidays confirmed their commitment to transparent pricing and apologized to the couple for the inconvenience, reimbursing the fees. The hotel stated it consistently applies fees to applicable reservations while supporting guest communication to resolve concerns.
