Ratings based on 220 Verified Reviews

They paid and stayed. We double-checked.
3.3 out of 5
54% of guests recommend
3.5 Room cleanliness
3.4 Service & staff
3.5 Room comfort
3.5 Hotel condition
Expedia Verified Reviews
They paid and stayed. We double-checked.
2 out of 5
by A verified traveler from Westmont, Ill

My stay at the hotel of smoke and ashes.

Posted Sep 19, 2016
I stayed on the top floor. It smelled of smoke, from the elevator all the way up to my room. Upon entering into my room, the smell of smoke got worse. The decor of the room, is outdated, the bed is totally uncomfortable, and the ashes behind the nightstand, were in perfect form.
3 out of 5
by A verified traveler from Sturgeon Bay

a little variable, recommend with cautions

Posted Aug 16, 2016
Pros: location, price
Cons: front desk help (and customer service training) ie: Will you want coffee, utensils, cup today?..... would have made a nice impression. turn AC on!
Location: Oakbrook mall, Fidelity, all the suburban sprawl stores.
stayed 3 times in last few weeks, they were having some staffing issues so our room was not ready on arrival once. (VERY helpful/nice front desk) You have to ask for every kitchen item - coffee pot given had not been washed. Next time, room was "ready", but NO a/c on (it was 90) and not even a single paper cup in the room. In all three cases the vinyl floor was sticky. It's just not super customer service at checkin (except first visit) HOWEVER, the beds are very very comfortable, the location is great for our need, the expedia price was fair. The kind folks at Trader Joe's down the street gave me one paper coffee filter, and with their blend, good coffee was had. (DON"T even bother with the offered brand) SO, as long as you want a reasonable place to sleep, I think this is ok.... not great... but safe, and quiet, and easy on/off to hwy.
Comment from Hotel Management
Aug 26, 2016 by Manager, Hotel Management
I appreciate you taking the time to write a review of your experience with us. Please know that we are sincerely sorry that we failed to communicate the amenities we offer at the hotel. Your comments were reviewed by the staff, and we will make sure to follow up with all of our guests in an ample amount of time to make sure your experience is not repeated. We continually work to improve our hotel, so I really appreciate you providing us with your feedback. We hope that you will give us the opportunity to provide you with a better stay the next time you're in the area.
2 out of 5
by A verified traveler from Indianapolis, IN

Less than expected

Posted Jul 30, 2016
At check in, the front desk person was unfriendly, even rude to those waiting to check in or check out. In the room, used plastic bottles filled with water were left in the refrigerator freezer, the lights beside the bed were burned out and the drain in the bathroom sink did not have a pop-up drain plug to allow water to be filled in the sink.
Comment from Hotel Management
Aug 9, 2016 by Manager, Hotel Management
I appreciate you taking the time to write a review of your experience with us. The front desk lack of customer service you described is unacceptable, and I sincerely apologize for your experience. I discussed your comments with the team, and we are retraining on our customer service and communication with guests. I also do apologize for the condition of the room you received during your stay. We strive to give every guest the best "home away from home" experience and I apologized we failed at this for you stay with us. Thank you very much for bringing this to our attention. . I do hope that you will return to our hotel, or any of our other brand locations across the U.S. and Canada in the future.
1 out of 5
by A verified traveler

Never come back

Posted Jul 25, 2016
As many customers wrote, the receptionist was working very very slow. It was frustrating. Even though we arrived on check in time (3PM), the receptionist told us that the 2 twin bed room was already full. We talked to a manager, then she gave us a deluxe king bed room. But the room had not finished to clean yet, so we were waiting for 30 minutes at the front. Finally, we could enter the room around 4PM, the bathroom was obviously not clean up.
2 out of 5
by Karl

More cons than pros.

Posted Jun 21, 2016 on Hotels
Room was great for cooking facilities had to ask for equipment. Staff were quite unhelpful, were never available and always had to ring for them, then they would turn up with a frown on their face. Breakfast was muffins and breakfast bars, no milk or bread available. We had quite an experience one night when cooking, we set the fire alarm off (even though fan for cooker, air con and window was open for smoke), I wafted and thought it went off, we ate and went to bed. At around 11pm whilst we were fast asleep for an early flight, we got a phone call from front desk asking if we were OK no reason to why, in a daze I replied yes and fell back asleep. At around 1am in the morning we got a knock on door, fire department. The fire officer was polite and apologised for waking us up, and explained it was due to a FAULTY fire alarm. The alarm didn't reset after multiple tryings by the officers. Spent 20 mins trying to get it down, and had to take out battery, we were left with no smoke alarm for one full day. The next day there was a notice for residents to call 911 in case of fire as there was an "issue" with the systems. I believe we may have unearthed their faulty systems.
Comment from Hotel Management
Jul 1, 2016 by Manager, Hotel Management
The staff and I read your comments about your stay with us. We strive to provide guests with all the comforts of home, so I am disappointed to hear that you had to experience such an inconvenience with our fire alarm system. To ensure that a situation like yours doesn't happen again, I have implemented additional training and coaching for my entire team. We are also in the process of replacing the entire alarm system. Thank you for sharing your experience with us. I would be happy to speak with you further. We do hope you will choose to stay with us again so we can have the opportunity to provide you with a better experience.
1 out of 5
by A verified traveler

Sucks

Posted Jun 18, 2016 on Hotels
Very rude staff. I will never stay again. The bed was not comfortable. I seen a couple of bugs. Hair was in my bed. The smoke detector had wires hanging out of them.
Comment from Hotel Management
Jul 13, 2016 by Manager, Hotel Management
I received a copy of your review, and wanted to take a moment to personally respond. Please know that we are sincerely sorry that we did not provide top quality service during your most recent stay with us. As this hotel’s manager, I can assure you that I have taken the necessary steps to ensure your experience will not occur again. Thank you for sharing your experience with us. We hope that you will give us the opportunity to provide you with a better experience the next time you're in the area.
2 out of 5
by A verified traveler

Posted Jun 6, 2016 on Hotels
Room smelled really bad. Carpet was really dirty
Comment from Hotel Management
Jun 15, 2016 by Manager, Hotel Management
The staff and I read your comments about your stay with us. I am sorry to hear that we were unable to meet and exceed your expectations regarding the condition of your room. In response to your feedback, I am implementing additional training and instruction on housekeeping standards. Thank you very much for providing us with your feedback. It would be our pleasure to have you stay with us again in the future to show you our positive strides taken to enhance your experience with us.
1 out of 5
by John from Bellwood Illinois

Hot Mess.

Posted May 31, 2016 on Hotels
As I said terrible. Filthy rooms, dirty linen, mold on bath walls, paint plaster falling of walls in room. Dingy towels, broken refrigorator, eletrocal outlet not working and very poor service from staff. Propety not up kept. Thugs hanging put around building and in lobby area. Get better service at a neighborhood mission or shelter. I would not recomend anyone to stay there, even as a last resort.
Comment from Hotel Management
Jun 16, 2016 by Manager, Hotel Management
John - Your review for our hotel was recently brought to my attention. We strive to provide guests with all the comforts of home, so I am disappointed to hear that we did not provide a level of comfort and quality that met or exceeded your expectations. As this hotel’s manager, I can assure you that I have since implemented additional training and security procedures to ensure your experience is not repeated. Thank you very much for bringing this to our attention. We would love to have another chance to provide you with a better experience the next time you're in town.
1 out of 5
by Longe't from Chicago

DO NOT STAY HERE'

Posted May 31, 2016 on Hotels
My stay was terrible. I had to switch rooms 3 times because the front desk staff got it wrong- first reason was because I was given a non smoking room when I reserved a smoking room, the second reason was because the television didn't work in the next room. We finally settled in the last room, BUT, were interrupted twice the next morning before checkouy time by housekeeping because front desk didn't change me reservation in the system- they just gave us new keys to the room. We checked out the next morning (Sunday) only for me to receive a call from the hotel front desk MONDAY AFTERNOON asking me when I was checking out! They still had my reservation under the first room, & the " supervisor" didn't check us out when I left Sunday morning!! The front desk clerk was rude and unprofessional, the entire stay was terrible! Oh, and the beds are advertised as "queen size", but they're really full size. Terrible establishment and staff. I wish I could get my money back!
Comment from Hotel Management
Jun 15, 2016 by Manager, Hotel Management
Thank you for the feedback about your stay at our hotel. Please accept our most sincere apologies for not meeting or exceeding your expectations during your stay. To ensure that a situation like yours doesn't happen again, my team is has been coached and retrained in room inspections and overall service to ensure we provide the best of quality and service for all of our guests. The staff and I appreciate your comments, as it will only help us to improve. We do hope you will choose to stay with us again so we can have the opportunity to provide you with a better experience.
5 out of 5
by Miguel

Posted May 30, 2016 on Hotels
Excellent
Comment from Hotel Management
Jun 16, 2016 by Manager, Hotel Management
Miguel - We sincerely appreciate your positive feedback regarding your most recent stay with us. We are delighted to hear that you had an excellent stay with us and that we were able to exceed your expectations. We do hope that you will visit us again in the near future. Again, thank you so very much for your comments.