Only stay if it's your last possible option
Posted Aug 17, 2015
I travel to Schaumburg for business often and this trip, all my go-to hotels were booked, so I ended up here. For starters, I paid more for this room than I have ever paid for any hotel in the area, even the nicest ones. I arrived late due to my flight and the hotel door was locked. There was a hand-written sign on the front desk, telling me to call a specific number. I called, explained I needed to check in, and the woman hung up on me. I stood there for 10 minutes thinking she was going to open the door. Nothing. Called again. Again she hung up on me and failed to open the door. Finally, a guest let me in. The woman was sitting in the office behind the front desk the whole time, and appeared extremely annoyed with me...for wanting to check in. Instead of greeting me, she says "what do you need?" This pretty much set the tone for this hotel.
The rooms are dated. The "fully-equipped" kitchen did not have a single utensil or even as much as a paper towel. The bed linens were clearly from the 90s, uncomfortable and stained from use. The bathroom towels were sandpaper and also at least a decade old. I couldn't get out of there fast enough.
Comment from Hotel Management
Sep 8, 2015 by Manager, Hotel Management
Thank you for taking your time to review our hotel. The check-in experience you described is unacceptable, and I sincerely apologize for your experience. To uphold our company’s high standards, I will be retraining our night staff on our check-in procedures to prevent your experience from happening again. Additionally, while we no longer keep dishes in guest rooms, these items are available at the front desk for no additional fee. I will be coaching our staff to ensure we are clearly communicating our amenities during guest arrivals. I really appreciate you bringing your experience to our attention. We would love to have another chance to provide you with a better experience at our hotel the next time you're in town.