Hilton Chicago O'Hare Airport
What people are saying
Very bad experience, very irresponsible staff. We slept in the lobby all night. I booked two rooms on July 20 through the official website of Hilton. I arrived at the hotel at 11pm on July 20 and was told by the front desk that our check-in date is on July 21. However, I checked my reservation again and found no mistake. First she told me they are full that day, then she told me they can create a new reservation but at a different price. When I contacted Hilton officials, the front desk changed its tune and there were no rooms available. We ended up spending the whole night in the lobby. My reservation was at the right time, we arrived at the right time, but I couldn't get a room. Who changed our check-in date? Orders booked through the official are still being changed. We need a reasonable explanation. This is not a reasonable situation.
I don’t know what changed since the bad review from two weeks ago, but I had amazing customer service. Greeted with waters and took care of us during the massive IT outage. Couldn’t ask for a more friendly staff. The location is convenient for the airport terminals and the blue line. Overall, I was very happy with our stay!
Rooms - Dated. EXTREMELY DATED. Probably the only new thing was the TV, which was large, but it had only cable TV. Otherwise, the hotel room, and pretty much the entire hotel is old and dated. Beds were just alright. Air conditioner is extremely loud, and in our room you couldn’t turn it off. Windows also made a racket, don’t know if it was the currently bumping up against the glass or what. Service - Service was okay, guy at the counter when we were trying to book a room was extremely hard to understand. Location - Honestly, perfect location, our flight was cancelled so we needed a quick place to rest and we didn’t want to rent a car. You can easily walk to it from the airport and stay inside the entire time, it is a bit of a walk though. Price - In the situation we were in, it’s decent price, but your essentially paying for the location.
The location is great if you're traveling for business or vacation. The hotel is attached to the airport and train station. Unfortunately, our room was very old compared to other hotels in the same category. However, it was perfect for one night.
I am writing to express my extreme disappointment and dissatisfaction with the level of service I received during my recent stay at your hotel. As a frequent traveler who values customer service and hospitality, my experience at the Hilton O'Hare fell far below my expectations. Upon my arrival at the hotel, I was immediately struck by the lack of support and indifferent attitude displayed by your staff members. Throughout my stay, I encountered numerous instances where I required assistance or had simple questions that needed clarification, yet only two employees were able to provide me with the help I needed. This lack of availability and support greatly impacted my overall experience and left me feeling frustrated and neglected as a guest. One of the most concerning aspects of my stay was the dismissive and unhelpful attitude exhibited by a majority of your staff members. It was evident that many employees lacked the necessary training and motivation to assist guests effectively, leading to a significant decline in the quality of service provided. In particular, I encountered several instances where my inquiries were met with impatience and condescension, making me feel unwelcome and undervalued as a guest. Furthermore, the limited number of staff members who were able to offer assistance were often overwhelmed and unable to address the needs of all guests in a timely manner. This resulted in long wait times and a sense of frustration among guests who were seeking help or information. It was disheartening to witness the inefficiency and disorganization that seemed to prevail throughout the hotel, creating a negative and unwelcoming atmosphere for guests.
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