"We were ghosted by our VORB person and I was already driving with two kids to Chicago for a planned weekend. We got in at 11:30 PM with no where to stay and most hotels were completely booked. Phil was so helpful and was able to give us a room for two nights. All the staff we interacted with were delightful and Josh spent time helping me get the right documentation for reimbursement. The pool is fun and the kids loved it's. They made a difficult and very frustrating situation much better and met us with a lot of kindness."