Exterior

Reviews of Holiday Inn Express & Suites Chicago West-Roselle, an IHG Hotel

2.5 out of 5

Reviews

8.4

Very Good

Rating 10 - Excellent. 510 out of 1003 reviews" "
Rating 8 - Good. 267 out of 1003 reviews" "
Rating 6 - Okay. 113 out of 1003 reviews" "
Rating 4 - Poor. 54 out of 1003 reviews" "
Rating 2 - Terrible. 59 out of 1003 reviews" "

8.6/10

Cleanliness

8.6/10

Staff & service

8.0/10

Amenities

8.4/10

Property conditions & facilities

8.0/10

Eco-friendliness

Reviews

2/10 Terrible

Bob

Disliked: Staff & service, property conditions & facilities
Water wouldn’t turn off after shower. I called the front desk and the response was “How did you break it?” Seriously? Had to sleep with running water all night long. I don’t think I’ll stay at another Holiday Inn Express again.
Stayed 1 night in Apr 2024
Response from Management on Apr 9, 2024
Thank you for completing the review, we are trained to provide great service and offer to repair or move you to another room, because guest comfort is our primary goal. Once again we appreciate your feedback.

10/10 Excellent

Martina

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Check in was fast!!
Stayed 1 night in Apr 2024
Response from Management on Apr 8, 2024
Thank you for grading us 5 out of 5 we really appreciate it.

4/10 Poor

Korean

Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Wasnt very ckean for price or rating
Stayed 1 night in Apr 2024
Response from Management on Apr 8, 2024
Thank you for your time, we will ensure to follow the standards and procedures to always improve.

10/10 Excellent

Melinda

Business traveler
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Close to everything, safe location, perfect business stop. Breakfast area clean, fresh and nice too.
Stayed 1 night in Apr 2024
Response from Ronen on Apr 2, 2024
We appreciate your comments encapsulating the experience we work to convey to our guests every day.: cleanliness, comfort, positive atmosphere, great amenities and service, location.

10/10 Excellent

Angela

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Mar 2024
Response from Management on Apr 6, 2024
Thank you for rating us a 5 out 5 we really appreciate your feedback.

6/10 Okay

Nancy

Traveled with family
Disliked: Staff & service
Receptionist wasn’t particularly welcoming. Rooms have peeling wallpaper. I stepped on 2 small items so I don’t think they vacuumed between guests. Will likely look elsewhere next time I need to stay in Bartlett/Roselle area.
Stayed 1 night in Mar 2024
Response from Management on Apr 6, 2024
Providing our guests with the best possible hospitality and service has always been our mission. We want you to know that we truly enjoy sharing our passion for our destination with visitors and want you to walk out the door feeling refreshed.

4/10 Poor

Jaclyn, Crown Point

Traveled with family and small children
Liked: Staff & service, amenities
Disliked: Cleanliness, property conditions & facilities
Pros: I forgot to pack the kids toothbrushes and the hotel happily provided us some. The rooms were fine. Cons: The pool and hot tub were very disgusting to the point that I didn't go in. There was lint all over in the pool and on the floor. We went from a Saturday-Sunday. I figured it would be cleaned by sunday. We waited to get in the pool since it was closed and they had people in there cleaning it (I saw with my own eyes). They left... and we go in and the water is still cloudy and there was so much lint floating that there is NO way they didn't see it and the day before you couldn't see your feet about 3 feet down. It didn't smell like chlorine either. The pool towels also looked dirty too. The pancake maker was broken and the sign is so small, that everyone pressed the button and waited thinking it was working since we all missed the 2x3 table tent sign. A bigger sign would be best. Wish they had a waffle maker.
Stayed 1 night in Mar 2024
Response from Ronen on Mar 28, 2024
I appreciate your comments and am sorry that the stay did not quite meet your expectations. we will use your comments to address the issues your brought forth.I hope you will come back again to so that you that you will see that this stay was an exception.

10/10 Excellent

maria nazren

Traveled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The room where we stayed was clean.
Stayed 1 night in Mar 2024
Response from Ronen on Mar 26, 2024
We appreciate your positive feedback on the room cleanliness. Cleanliness will continue to be top priority as part of our daily service.

6/10 Okay

charlie

Traveled with partner
Disliked: Cleanliness, property conditions & facilities
Overall rate is 3 out of 5. The suite we stayed in did not have a TV in the whirlpool/jacuzzi room (the pictures on the website showed that there was a TV mounted on the wall) the suite was a little dusty when we checked in. Our bathroom door did not lock correctly. The hotel staff very nice. Decent free included breakfast
Stayed 1 night in Mar 2024
Response from Ronen on Mar 26, 2024
We appreciate your comments. Although there were some issues with your stay experience, we will address them and hope to see you again.

10/10 Excellent

Lee Sandra

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I liked everything except for the fact that the pool looked dirty and not taken care of and for that reason i didnt get in it.. it was a downer.. our tv also was giving us issues. Other than that everything was great.. brwakfast was good and had options..
Stayed 1 night in Mar 2024
Response from Ronen on Mar 18, 2024
Thank you for your comments. We will address the issues you have brought forth regarding the pool and TV. Otherwise, you had a very positive stay experience.

6/10 Okay

Dania

Liked: Staff & service
Stayed 3 nights in Mar 2024
Response from Ronen on Mar 16, 2024
We appreciate your feedback. We hope to see you again soon.

10/10 Excellent

Brian

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Good
Stayed 1 night in Mar 2024
Response from Management on Mar 14, 2024
Thank you for taking the time to provide us with such a wonderful rating. We hope to be of service again soon.

10/10 Excellent

Raul

Traveled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
10-15 drive from woodfield mall. Great jacuzzi and pool area.
Stayed 3 nights in Mar 2024
Response from Ronen on Mar 11, 2024
We appreciate you noting our great location, and amenities.

10/10 Excellent

Chris

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Mar 2024
Response from Ronen on Mar 11, 2024
We appreciate receiving 5 out of 5. We will continue to provide the utmost in service and amenities to every guest.

10/10 Excellent

Mark, Lomira

Traveled with family
Everything from check in to check out was outstanding. Room was great, breakfast had a lot of options. Staff was excellent.
Stayed 1 night in Mar 2024
Response from Ronen on Mar 4, 2024
We are delighted to read about the great stay you had with us. We look forward to hosting you again.

10/10 Excellent

CHERYL

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Breakfast was wonderful. Beds very comfortable. Everything clean and fresh. Wish the hot tub was working otherwise perfect!
Stayed 1 night in Feb 2024
Response from Ronen on Feb 28, 2024
We are delighted that you had a great stay experience with us. You mentioned a variety of things from great breakfast, comfortable beds, and overall cleanliness.

10/10 Excellent

John

Traveled with partner
Disliked: Property conditions & facilities
Outside entrance keycard didnt work. Had to walk all the way to front entrance
Stayed 1 night in Feb 2024
Response from Ronen on Feb 27, 2024
We appreciate the high ranking you provided. We will look into the keycard issue to prevent it from occurring again.

10/10 Excellent

sharon

Liked: Cleanliness, staff & service
Stayed 1 night in Feb 2024
Response from Roinen on Feb 27, 2024
Thank you for providing us the highest ranking for your stay. We look forward to hosting you again soon.

10/10 Excellent

Chris

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Feb 2024
Response from Ronen on Feb 27, 2024
We appreciate seeing that your stay experience was excellent. We look to continue to provide the utmost in service and amenities.

10/10 Excellent

Ebone

Liked: Cleanliness, amenities, property conditions & facilities
I love the jacuzzi suit
Stayed 1 night in Feb 2024
Response from Ronen on Feb 20, 2024
We are delighted to hear that you enjoyed your suite. We hope to accommodate you again soon.

2/10 Terrible

Ricardo

Traveled with family and small children
This place was terrible staff didn’t know what they were doing I checked in late and room wasn’t even ready. They double charged me the deposit and when I checked out they charged me additional 50 for no reason. Pool and hot tub were out of order. Stay away
Stayed 1 night in Feb 2024
Response from Ronen on Feb 20, 2024
I would like to start by apologizing to you for not meeting your expectations. We strive to make each stay as pleasant and comfortable as possible, and we will use your comments to coach our team in order to provide a better experience in the future.I hope you will give us a chance by staying with us again to show you that your unsatisfactory stay was an exception.

6/10 Okay

Danielle

Traveled with family and small children
Liked: Cleanliness, staff & service
The hot tub was broken
Stayed 2 nights in Feb 2024
Response from Ronen on Feb 19, 2024
We understand that your stay did not meet with your expectations as there was an issue with the hot tub. We hope you had the opportunity to use out indoor pool.

2/10 Terrible

justin

Liked: Cleanliness, staff & service
Disliked: Property conditions & facilities
Thought I was getting hot tub and was broken! The whole point for my visit!
Stayed 1 night in Feb 2024
Response from Ronen on Feb 19, 2024
We empathize with your sentiment regarding the hot tub. Unfortunately there was a mechanical issue with the hot tub. We hope you took advantage of our indoor pool adjacent to the tub. We hope to host you agin.

2/10 Terrible

Denn

Traveled with family and small children
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Pool was very dirty so was the room
Stayed 1 night in Feb 2024
Response from Ronen on Feb 19, 2024
We are sorry to hear that your stay did not meet your expectations. We are reviewing processes and procedures to ensure that these issue will not reoccur.

10/10 Excellent

Santiago Israel

Liked: Cleanliness, staff & service, property conditions & facilities
Ease access
Stayed 1 night in Feb 2024
Response from Ronen on Feb 15, 2024
We appreciate the high rank you provided of your stay experience. We look forward to hosting you again.

8/10 Good

Joan, Springfield

Stayed 1 night in Feb 2024
Response from Ronen on Mar 22, 2024
We appreciate you staying with us. Thank you for the high ranking provided.

8/10 Good

Amin

Business traveler
Liked: Cleanliness, amenities
Overall good property. Very good shower pressure. Great breakfast options. Beds need to be upgraded as it wasn’t very comfortable. The Staff could be more friendly. Wasn’t greeted well. I would definitely stay there again.
Stayed 4 nights in Jan 2024
Response from Ronen on Feb 9, 2024
We appreciate your feedback regarding your stay experience. We will review any processes and procedures per your comments. We look forward to seeing you again soon.

8/10 Good

Samuel

Stayed 3 nights in Feb 2024
Response from Ronen on Feb 7, 2024
Thank you for your ranking. We hope to see you again soon.

10/10 Excellent

Jackie C

Business traveler, Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Location and price
Stayed 1 night in Jan 2024
Response from Ronen on Jan 31, 2024
We appreciate you providing high ranking for your stay. We look forward to hosting you again soon.

10/10 Excellent

William

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Jan 2024
Response from Ronen on Jan 31, 2024
We appreciate your feedback and the top ranking you provided. We will continue to provide the utmost in service.

4/10 Poor

Sarah, Crystal Lake

Liked: Staff & service
Disliked: Property conditions & facilities
Stayed 1 night in Jan 2024
Response from Ronen on Jan 31, 2024
We are disappointed that your stay did not meet your expectations. We hope to see you again soon.

10/10 Excellent

Antanicka

Stayed 1 night in Jan 2024
Response from Ronen on Jan 26, 2024
We appreciate your high ranking. We look forward to hosting you again.

6/10 Okay

Victoria

Liked: Cleanliness
Disliked: Staff & service
Stayed 1 night in Jan 2024
Response from Ronen on Jan 24, 2024
We appreciate you feedback. We hope to accommodate you again.

10/10 Excellent

Krzysztof

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 2 nights in Jan 2024
Response from Ronen on Jan 22, 2024
We appreciate providing us with the highest ranking. It is a testament that we value the guests stay and try to provide the utmost in service every day

2/10 Terrible

Nicole

Stayed 1 night in Jan 2024
Response from Ronen on Feb 9, 2024
We are sorry that your stay did not meet with your expectations. We hope that you will give us another opportunity to rectify any issues you may have had widuring your stay.

10/10 Excellent

Daniel

Liked: Cleanliness, staff & service, property conditions & facilities
.
Stayed 1 night in Jan 2024
Response from Ronen on Jan 18, 2024
Thanks for providing your feedback. We look forward to hosting you again

2/10 Terrible

Reyna

Traveled with family
Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities, room comfort
Stayed 1 night in Jan 2024
Response from Ronen on Jan 19, 2024
We are sorry that your stay did not meet your expectations. We hope you give us an opportunity to demonstrate that his does not reflect the standard experience of our guests.

6/10 Okay

Emily

Traveled with family
Liked: Staff & service
Good sized room, friendly staff. Breakfast is adequate. Fitness center isn’t manned well- no towels, dirty towels in hamper for days, weights missing from rack & limited space. Pool had a sketchy film but wasn’t closed.
Stayed 3 nights in Jan 2024
Response from Ronen on Jan 23, 2024
Your comments are very much appreciated. We have addressed the issue that you have raised. But we are also glad that you recognized also the spacious rooms and friendly staff. We hope to accommodate you again in the future.

4/10 Poor

Michele

Traveled with family
Disliked: Staff & service, property conditions & facilities
When we check in, everything was fine. What the hot tub was that hot? And it smelt like fish. My best friend had a room there too. And she said the same thing. A lot of people complained because it smelled like fish and it was dirty if there was a film on the. Regular pool, it's almost like they didn't play chemicals in the hot tub at all. Me and my best friend will never stay there again. And I complained about it and it took a very long time for them to say. Oh, it's gonna heat up, and that was a lot of people point of saying they're because of the hot tub. Even the next day in the morning, my kid went swimming and I was in the hot tub and the hot tub still smelt like fish and it wasn't warm and the water was coming out of the hot tub from the jets. It was just spraying out. It's not like they had enough water in it. And when we went back in the pool the next day. It's still had a film on it like it was dirty. But hot tub still wasn't hot enough to water was pouring out of the jets like spit. Now like they didn't have enough water in the hot tub. It's still smell like fish. I even called customer service. End the talk about this. And they thought that I wanted to change rooms. And that's not what I wanted. I wish I can get a credit. Are we getting my money back? Our part of it?
Stayed 1 night in Dec 2023
Response from Ronen on Jan 23, 2024
Thank you for taking the time to tell us about your experience at Holiday Inn Express CHICAGO WEST-ROSELLE.. We are sorry that your stay did not meet your expectations.Please know that your feedback is extremely valuable to us. We use feedback, such as yours, to continuously make changes to our brand to improve the guest experience. We hope that you will give us the opportunity to serve you again in the future.

10/10 Excellent

DALE

Stayed 1 night in Dec 2023
Response from Ronen on Jan 3, 2024
We are gratified to see that you gave the hotel the highest ranking. We are glad you enjoyed your stay with us.

8/10 Good

Vanessa

Traveled with family
Liked: Staff & service, amenities
The room they gave me when I arrived didn’t appear to be clean; therefore, I called the front desk and they took care of it right away. The staff was very friendly and nice.
Stayed 1 night in Dec 2023
Response from Ronen on Jan 3, 2024
We appreciate your feedback. We are sorry you encountered an issue with the room but the staff took quick action to rectify the situation.

4/10 Poor

Charles

Traveled with family
Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities, room comfort
Not too great
The pool smelled like fish and it made us break out. Made our skin itchy. And the hot tub smelled real bad with objects floating in it.It was gross.the room itself was accommodating to the size we needed yet the bathroom had mold on the calk around the bath tub.
Stayed 1 night in Dec 2023
Response from Ronen on Jan 3, 2024
We are sorry to learn that your stay did not match with your expectations. We will review issues raised to ensure that they do not occur in the future. We hope to see you again and see that the stay experience will be much improved.

10/10 Excellent

Gaurav

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Worth staying
Stayed 1 night in Dec 2023
Response from Ronen on Dec 31, 2023
We appreciate your comprehensive summary of your stay experience. The issues you raised are important and will be addressed so that we can improve and make the stay experience even better. Weare also happy to hear that the staff addressed issues and resolved them quickly. We hope to have the opportunity to demonstrate even better overall experience on your next stay.

8/10 Good

Jenifer

Traveled with family
Liked: Cleanliness, property conditions & facilities, room comfort
There were a couple hiccups like our toilet overflowed for no reason and the hot tub was ice cold. However as soon as the problems were reported, staff began working immediately to fix the problem. The real problems were that the older night manager was extremely rude to me when i was purchasing water at night. Additionally check out was at 12pm, yet at 9:30am a maid knocked on my door for about 2 seconds and then opened my door before I could even get out of the chair to respond. Entering the room before checkout time and not even waiting 10 seconds for a response is ridiculous. What if i had been undressed or not in the room, were my belongings safe? It was upsetting. That said everything else about our stay was good. We stayed for a total of four nights.
Stayed 3 nights in Dec 2023
Response from Ronen on Jan 3, 2024
Thank you for brining the issues to our attention. We are sorry the experience did not meet your expectations. We took these items seriously to address them and prevent from happening again. We hope you will try us again and see that major improvements have taken place.

2/10 Terrible

Ariba

Disliked: Cleanliness, staff & service, property conditions & facilities
Stayed 3 nights in Dec 2023
Response from Ronen on Dec 31, 2023
We are sorry to see based on the ranking provided that your stay did not meet your expectations. We hope to rectify this on you next visit with us.

10/10 Excellent

Carmella

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
The bathroom door needs To be fixed
Stayed 1 night in Dec 2023
Response from Ronen on Dec 30, 2023
We appreciate you providing the hotel experience with the highest ranking. We are sorry you had a minor issue which we can easily resolve. We look forward to seeing you again .

8/10 Good

Tamara

Traveled with family
Liked: Cleanliness, staff & service, amenities
This property is close to family and we have stayed here during the holidays for the last several years. However, the room furniture, carpeting, etc. are in need of a refresher.
Stayed 3 nights in Dec 2023
Response from Ronen on Dec 30, 2023
Tamara, we appreciate your loyalty and your feedback on your stays. We are looking to refresh the rooms in 2024!

10/10 Excellent

Hector

Stayed 1 night in Dec 2023
Response from Ronen on Jan 18, 2024
Thank you for providing us with the highest ranking. We look forward to welcoming you again.

10/10 Excellent

Tomasz

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The place was clean and the staff was very friendly and accommodating. Had an issue figuring out the tvs and remotes they came and fixed the problem within minutes
Stayed 1 night in Dec 2023
Response from Ronen on Dec 18, 2023
We are glad to read that our staff provided the utmost in service. Even when an issue arose, it was rectified quickly.

10/10 Excellent

Santiago Israel

Stayed 1 night in Dec 2023