芝加哥內帕維希爾頓安泊飯店(Embassy Suites by Hilton Chicago Naperville)

We booked a room with a king size bed and bathup through *******, but the hotel gave us a room with only a shower and a small bed. Front desk told me that they were not sure why ******* gave me a room with a bathup and they insisted that the bed was King size. The shower floor had a piece of metal put aside that my husband had to put back into place. No room service or restaurant open on Monday so we had to order Uber eats that day, when we called room service on Tuesday evening they told us that we had to go downstairs to place the order and get the food. For the complimentary drinks, they didn't have draft beers neither of the days we were there. What an uncomfortable stay.

We have asked for towels and after three hours we still have not been able to get them. We arrived at 3pm, after a long travel wanting to rest but they declined us saying we had to wait another hour. And once we were able to get a room we saw that it was dirty. Our family was hoping for some rest after hours but ended up confused at to why it was a terrible room after we switched once. We do appreciate us being able to get in but we were just hoping for a better experience.

We were asking to clean the rooms and empty the garbage and to get new towels for three days and no one did, even I went to front desk and asked for it, they put my room number on list for cleaning, but I shocked when I came late night and no one did any thins, they keeping doing that for 3 days.

hotel was neat and clean and staff was super helpful and friendly with the exception of the girl on duty the day of check out. She was very unfriendly. I also was super disappointed that the hotel did not have a Jacuzzi in it like the other embassy suites properties I normally stay. My room was also very small.

The room was pretty disgusting, but the rest of the property was well maintained and had the necessary amenities. The couch in our room was covered in stains and some appeared to be rather fresh. The bathroom was decently clean, but hairs were found throughout. The towels had stains. The staff were very pleasant and accommodating, but for the price the room was not worth it in the least.

Overall, okay for the 4 days. Huge blemish was the parking on Friday night and the flippant attitude of the desk manager. A very large event occurred on Friday night in the ballroom. When returning to the hotel at 9:15, there wasn't a parking place to be found in three trips around the building. Cars were double parked and in driveways and fire lanes. The valets for the event offered no ideas, so went into the desk to see what to do. Manager says yes its a big event. When asked why guests weren't warned he said they don't know where people will park. He then offered the Hampton Inn parking lot next door. Met many other guests having the same problem. Adequate space should have been reserved for hotel guests and the valets instructed to park some of the event vehicles at the Hampton, not inconvenience the guests actually staying at the hotel. Manager needs remedial customer service and problem solving training.

As a lifetime customer of Embassy Suites, I was disappointed in this facility. The staff and service were exemplary as I expected of Embassy Suites. However, the room was shabby and subpar. The couch had a large tear in it, the table was cobbled together and with chairs that did not match. There was a huge section of the door near the latch that had fingerprints all over it. Apparently it had not been cleaned for a long time. The sofa couch did not have linens and had to be delivered. The bottle of shampoo in the shower was empty and was never replaced because there was no maid service. Our room was not made up the second day. On the bright side, the coffee was awesome, the staff very welcoming and friendly.

Rocky was great, however, on Sunday morning I approached the hotel receptionist who was on a personal phone call and was very rude because she had to attend to me. I asked her to have someone pick the trash and deliver fresh towels to our room. I guess she failed to follow through I had to go back and ask for the same in the evening. I also think that hotels need to at least have someone come and take the trash daily and provide some service, its disgusting to three days in a hotel with no service.