Ratings based on 283 Verified Reviews

3.0 out of 5
48% of guests recommend
3.0 Room cleanliness
3.1 Service & staff
3.1 Room comfort
3.0 Hotel condition
Expedia Verified Reviews
4 out of 5
by Robert

Comfortable stay

Posted Aug 15, 2017 on Hotels
Would not allow a switch to two beds. Check in took 10 minutes.
Comment from Hotel Management
Aug 16, 2017 by Manager, Hotel Management
Robert, thank you for choosing Extended Stay America - Chicago - Naperville – West. We are pleased you had an overall comfortable visit and enjoyed being with us. We value your observation in regard to the check-in and have shared your concerns with my front desk staff. We hope to see you again soon. Sincerely, General Manager
4 out of 5
by jorge

Posted Aug 8, 2017 on Hotels
Comment from Hotel Management
Aug 10, 2017 by Manager, Hotel Management
Jorge, thanks for the four-star rating of your visit at Extended Stay America - Chicago - Naperville - West. We are pleased to know you had an overall great experience. We invite you to visit us again soon. Sincerely, General Manager
1 out of 5
by Maaria

Posted Aug 8, 2017 on Hotels
There was dog feces in the hallways. Old towels and dirty rooms. The pillow covers had cigarette stains and overall just downright dirty.
Comment from Hotel Management
Aug 10, 2017 by Manager, Hotel Management
Maaria, our goal is to provide every guest an exceptional stay, and we are sorry this was not your experience. We're sorry we let you down with regard to the cleanliness. We have procedures in place to inspect every room after it has been serviced. Unfortunately, we missed something during this process, and for that we sincerely apologize. Our housekeeping director has been informed and will take whatever action is needed to prevent a future occurrence. We hope to have another chance to provide you with a much better experience. Sincerely, General Manager
1 out of 5
by A verified traveler from Illinois

Dirty, no amenities, and poor customer service

Posted Aug 7, 2017
Pros: Free parking.
Cons: Just about everything, but first and foremost, the cleanliness.
Location: Regular choice of chain restaurants and shopping.
1. This location is that it is extremely dirty! The comforter had stains and even what looked like little pieces of candy, hair in the sheets, dusty room with dirt caked in the corners of the appliances, weird stains and even what looked like vomit in the stairwells. The bathroom, surprisingly, was the only decently clean part. 2. We booked this hotel for the kitchen. We arrived late at night with our groceries and there was NOTHING in the kitchen, not a single utensil, dish, pan, or even a coffee maker! I mentioned this to the woman at the front desk the next morning and she said "oh we don't keep that stuff in the room for sanitary reasons, you have to ask for that because you might just need one fork..." I have stayed at other Extended Stays and it was always fully stocked upon arrival... 3. WiFi was broken. When I called the front desk to ask why we couldn't log in, she said that she would give me the number so that I could call support. That just seems like terrible customer service to me.
Comment from Hotel Management
Aug 9, 2017 by General Manager, Hotel Management
Thank you for your feedback. Please accept my apology for the inconvenience you experienced during your stay and for the inconvenience you had. This is not the type of review we are known for, so I have shared your feedback with my team in an effort to improve our service and facilities moving forward. We hope you will consider giving us another opportunity so that we can provide you with an improved visit. Sincerely, General Manager
2 out of 5
by A verified traveler

Posted Aug 5, 2017 on Hotels
Comment from Hotel Management
Aug 7, 2017 by Manager, Hotel Management
Thank you for staying with us. We never want our guests to leave unhappy, and from your rating, it is clear that we let you down. We are very sorry your stay did not live up to your expectations, and we hope you will give us another opportunity to regain your trust. Sincerely, General Manager
4 out of 5
by niein

Posted Jul 30, 2017 on Hotels
Okay
Comment from Hotel Management
Aug 1, 2017 by Manager, Hotel Management
Niein, thank you for your comment. It’s good to know you had an overall comfortable visit. We hope to see you again at Extended Stay America - Chicago - Naperville – West. Sincerely, General Manager
4 out of 5
Recommended
for Everyone
by A verified traveler from California

OK place to stay

Posted Jul 20, 2017
Pros: Hotel was convenient to where I had to be. The staff really were exceptional. Very friendly. Made us feel welcome.
Cons: Make the breakfast a real breakfast. Boiled eggs, toast, milk, cereal, juice, fruit and maybe some yogurt. Add more Handicap parking by front door.
Facility was a little about average but they do charge you extra for early check in or late check out, I would not call the breakfast available a breakfast at all. Coffee, small muffin or granola bar is not breakfast. Staff is excellent but not always available at desk.Even ringing bell on desk it sometimes took 10 to 15 minutes for someone to come to desk. Not enough handicap parking spots. Some rooms had mildew in kitchen and bathroom. The hotel did not smell fresh. I think they are converting rooms from smoking to non smoking and you can still smell the smoke.
Comment from Hotel Management
Jul 21, 2017 by General Manager , Hotel Management
Thank you for choosing to stay at Extended Stay America - Chicago - Naperville - West. We are delighted to know you enjoyed your overall visit and that our location was convenient for your needs. However, I am sorry you were disappointed with our breakfast offerings and for the smell of smoke, you experienced while being here. I have shared your concerns with the concerned teams in an effort to improve our service and facilities moving forward. We appreciate your business and hope to have the opportunity to welcome you back soon! Sincerely, General Manager
3 out of 5
by Israel

Posted Jul 18, 2017 on Hotels
Comment from Hotel Management
Jul 20, 2017 by Manager, Hotel Management
Israel, thank you for your visit. We are glad to see you had an overall good stay, but I am sorry for failing to meet all of your expectations. It was good to have you here, and we hope you will give us another chance to provide you with a better stay experience. Sincerely, General Manager
5 out of 5
by David

Posted Jul 15, 2017 on Hotels
Comment from Hotel Management
Jul 17, 2017 by Manager, Hotel Management
David, thank you for your 5-star rating. We are delighted to know you loved each and every aspect of your trip. We hope to welcome you back soon at Extended Stay America - Chicago - Naperville – West. Sincerely, General Manager
4 out of 5
by A verified traveler

Posted Jul 11, 2017 on Hotels
Comment from Hotel Management
Jul 13, 2017 by Manager, Hotel Management
Thank you for staying at Extended Stay America - Chicago - Naperville - West. We appreciate you sharing your complimentary rating and look forward to your return visit soon. Sincerely, General Manager