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. 508 out of 997 reviews" "
Rating 8 - Good. 267 out of 997 reviews" "
Rating 6 - Okay. 112 out of 997 reviews" "
Rating 4 - Poor. 52 out of 997 reviews" "
Rating 2 - Terrible. 58 out of 997 reviews" "

8.6/10

Cleanliness

8.6/10

Staff & service

8.0/10

Amenities

8.4/10

Property conditions & facilities

8.2/10

Eco-friendliness

Reviews

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

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.

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.

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.

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

2/10 Terrible

Malini

Disliked: Cleanliness, staff & service, property conditions & facilities
Housekeeping was not very nice knock on my door by 9 am for check out even tho I had reservations for other two night so front desk should have communicated not disturb the guest … also the very first day I was at the front desk for checking waited for 20 min before the guest service came …
Stayed 2 nights in Dec 2023
Response from Ronen on Dec 18, 2023
We are sorry to read that there were a number of issue and that your stay experience did not meet your expectations. We will review and processes and procedures so that these issues do not occur again.

10/10 Excellent

Dakota

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Dec 2023
Response from Ronen on Dec 18, 2023
We appreciate you providing the highest rank to your stay experience. We hope to have the opportunity to serve you again.

2/10 Terrible

Malini

Disliked: Cleanliness, staff & service, property conditions & facilities
Outlet loos bathtub not draining Check inn experience was absolutely horrible
Stayed 1 night in Dec 2023
Response from Ronen on Dec 15, 2023
We are sorry that your stay experience did not meet your expectations. We will review processes and procedures to make sure these do not occur again.

10/10 Excellent

Elisa

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Dec 2023
Response from Ronen on Dec 13, 2023
We are delighted that you provided us with a high ranking. We look forward to having you stay with us again soon.

6/10 Okay

Sarfaraz

Traveled with partner
Liked: Cleanliness, amenities
Good location, clean and reasonably priced. This was our 7th or 8th stay, only this time had issues with hot water availability when required, it did not get resolved.
Stayed 5 nights in Nov 2023
Response from Ronen on Dec 13, 2023
We apologize that you experienced an issue with the hot water. We have alerted the maintenance staff. We appreciate also your loyalty and for continuing to frequent our hotel.

8/10 Good

Kely

Traveled with family and small children, Traveled with family
Liked: Amenities
Enjoyed my stay overall. Hotel was clean.
Stayed 1 night in Dec 2023
Response from Ronen on Dec 13, 2023
Thank you for noting the cleanliness we strive to provide with each and every guest. We hope to accommodate you again soon.

10/10 Excellent

Lisa

Liked: Cleanliness, staff & service
Stayed 1 night in Dec 2023
Response from Ronen on Dec 7, 2023
We apppreciate the high ranking you have provide.

10/10 Excellent

Seongwoo

Traveled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
One of my fave stays
Stayed 1 night in Nov 2023
Response from Ronen on Dec 4, 2023
We are delighted to receive your feedback regarding your stay. We aim to always provide the utmost in services and amenities. We look forward to hosting you again soon.

2/10 Terrible

Kevin

Traveled with family and small children, Traveled with partner, Traveled with pets, Traveled with family
Disliked: Cleanliness, amenities, property conditions & facilities
I made the reservation through expedia and for the Holiday Inn @ Schaumburg. Somehow, our reservation went through the one in Roselle, which does not offer the same services or have as good of a rating. I checked in 1 night early, and my wife signed up for their rewards program. They offered a free upgrade and late checkout with signing up. We were given a suite for when we arrived and then were notified that we needed to leave the suite that had just been promised to us for the whole week. We speak a little spanish but nowhere near fluent, so there was a big communication barrier. We checked with the frint desk to find out what was going on since I made sure to pay extra to guarantee and lock in our reservation. The suite they gave us had been booked for some of the nights we were there, so we had to move to what we had originally booked. We were moved to a basic 2 queen bedroom that conjoins on the 4th floor. We went to their pool, and the chlorine burned my eyes so bad I didn't feel like I could open them until after washing them out for about 5 mins. There are also tiles broken and missing in the pool area. My kid ended up getting some pretty bad scratches on her foot from them. Throughout the stay, we tried coordinating with housekeeping and the front desk to get clean towels and trash bags so we could maintain or mess. Whenever we went through the front desk, there were no issues with any help we needed. As soon as room service was involved there were issues such as not
Stayed 4 nights in Nov 2023
Response from Management on Nov 29, 2023
I am so sorry for the issues you encountered we will do everything possible to correct the items mentioned. Thank you for your feed back.

10/10 Excellent

Christine

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Excellent! great varied hot breakfast, pool and hot tub! Spacious suite! Planning to return!
Stayed 3 nights in Nov 2023
Response from Ronen on Nov 28, 2023
We are delighted that you had a great experience at your stay. We strive to provide the utmost in service and amenities. We look forward to hosting to again soon!

4/10 Poor

Kurtis

Traveled with family and small children
Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
Older property in dire need of updating. The furniture is not just outdated… it is dirty. The first room had hair in the bathtub. They moved us to a different room that was cleaner, but not great. The walls are thin, so you can hear anyone in other rooms. Wouldn’t recommend.
Stayed 1 night in Nov 2023
Response from Ronen on Nov 28, 2023
Thank you for choosing Holiday Inn Express and for taking the time to provide feedback about your experience.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.