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Hotel Policies & FAQ


Guarantee Policy:
All reservations must be guaranteed by a valid credit card at check-in. Reservations will be held for 12 hours after scheduled arrival time. 

Cancellation and Refund Policy:
You are able to cancel your reservation 24 hours before arrival (3pm CST) without any penalty, unless it is a non refundable reservation. If you cancel less than 24 hours before your arrival, the card on file will be charged for one night's rate. No refunds. Please note, however, that there may be stricter cancellation rules related to: group rates, special promotions, or city events. Please refer to your reservation details or call the hotel with any cancellation-related questions. 


What time is check in/out?
Check in time is at 3 pm, and check out time is 11 am. 

Is early check in or late checkout available?
If late check out or early check in is requested, an additional fee will be incurred and is based on availability. Please contact the hotel in advance of your arrival to arrange. 

What parking options are available?
Self-parking is available for $25 per night located at the Broadway at Surf Garage. In/out privileges are not included. This parking garage is not associated with the hotel. Neighborhood street parking is available on a first come first serve basis – no permit is needed. 

Can I bring my pet?
The Willows Hotel does not allow pets. 

How can I modify or cancel my reservation?
Cancellations are accepted without penalty up to 24 hours before 3 pm (CST) from day of arrival. Cancellations or reservation modifications within the 24 hour window cancellation policy are subject to first night's room and tax. 

How close is Wrigley Field?
Wrigley Field is located 1 mile from the hotel. 

Is there a deposit required for incidentals?
Yes, a $100 deposit is required upon check in. 

Is a complimentary breakfast offered?
Coffee and tea are available in the Lobby 24 hours a day, however, complimentary breakfast is not offered at this time. 

What is your smoking policy?
Our hotel is a smoke-free establishment. Smoking in a designated non-smoking area is subject to a fine. 

Are you within walking distance to any restaurants?
Yes, there are many dining options in the immediate area. Just ask our front desk team for recommendations!