Hyatt Regency Lisle near Naperville — Attraction in Lisle

My recent experience at the Hyatt Regency Lisle Near Naperville was subpar and did not meet expectations. My wife and I booked a room block for our wedding before the pandemic which went very smoothly. The sales manager at that time, Marissa, was very friendly, transparent, and ensured that all our requests were fulfilled in anticipation for our wedding day. However, due to the pandemic, our wedding was pushed two years. Fast forward to this year, post-pandemic, and there was a whole new sales team in place. This team made sure that, for the most part, our questions were timely answered. But, this did not translate to a great day-of experience.

At check-in, the hotel was severely understaffed and although we checked in later in the evening, my wife and I waited approximately ten minutes until someone was able to help us (and there was no one waiting ahead of us). Luckily, the gentleman who unfortunately had to cover three different positions that day due to understaffing was very friendly and made sure our initial encounter with the hotel was smooth. He even offered complimentary snacks for the delay in check-in. We declined the offer, although we much appreciated the gesture.

The day after check-in, we found out that despite having booked the room block three years ago, none of our guests were at rooms near each other; rather, the rooms were booked all across the hotel. Especially given that we did not have a large room block to begin with, I was surprised this was not pre-arranged at the hotel level. To this end, however, the absolute inexcusable occurrence during this entire stay was the fact that the shuttles we preemptively booked for our guests never arrived at our wedding venue. First, the hotel staff working that evening consistently did not follow through on their promises (e.g., providing my contact to the shuttle driver) despite my numerous calls throughout the evening of my wedding (something I should not have to do in the first place), and I strongly believe they made no effort in this regard (and the shuttles never contacted me despite communications telling me otherwise). Fast forward an hour later, my guests were forced to pay for rideshares out-of-pocket because of this failure by the hotel. After arriving back at the hotel, I came to find out that there was another wedding venue in the local area whereby the shuttles did not arrive either. A basic tenet of customer service is to not overpromise. It’s pure disregard by the hotel to overbook shuttles for weddings when they do not have the capacity to fulfill these guests’ requests on a timely basis. Either way, we were extremely disappointed.

Wedding day aside, the overall hotel stay felt lacking. For example, the standard guest room I initially stayed was older and the air conditioning did not adequately work (another complaint I heard when I went to the lobby among other guests’ conversations), the in-room fridge was leaking, and the hotel bar was not open at any point during my stay. In any case, minor inconveniences aside, basic things such as free in-room water, room service, etc. were notably absent. Again, I will consider these items “minor inconveniences” for purposes of this review.

In summary, notwithstanding the positive stays I had over a decade ago, I can no longer recommend this hotel. Despite the updates made to the lobby, the customer service has gone severely downhill. Especially if you are booking this hotel for an event, I would consider other hotels in the Naperville area that may cost more but will give you a better experience; one that we wish...

I don’t write reviews on hotels, but this situation warranted a review and a warning to others. We stayed at Hyatt Regency of Lisle (Illinois) recently and will NEVER stay there again nor recommend them.

We reserved a Panoramic room and stating in the reservation we wanted a Quiet Room and NON-SMOKING room. As we got settled into the room, we noticed that the room was cold at 61degrees. I adjusted the temp up and after about a half hour, the room was still low 60’s. I called down to front desk and they sent up an engineer. The diagnosis was that the heat pump wasn’t working. They gave us another panoramic room, so we packed up and went to the new room.

While the panoramic view was nice, the room was “okay”. The bed wasn’t very comfortable, and it only had sheets, no extra blanket to get warm (pictures show brown blanket on bed). The TV kept losing signal or internet connection which was annoying. The breakfast was “okay” for preheated food. Every hotel has their pros and cons, so these issues weren’t deal breakers but we probably wouldn’t go back.

However, here is where the WARNING comes in and why we will NEVER stay at Hyatt Regency of Lisle again. We checked out Sun morning and were given a receipt for the room charge. The next day, we find our account had the room charge PLUS ANOTHER CHARGE FOR $250.00!!!

I called them Mon morning at 8am and left message for their ‘billing” dept. No return call.

I called back about 1:30pm to inquire about this extra $250 charge and was told it is a “SMOKING FEE”. We don’t smoke, vape, etc, so I demanded a refund. I was told the “Housekeeping Manager” would not be back until Wednesday. This was not acceptable, so I asked to talk to manager. I was told she was in a meeting and would call me back in about 30 minutes. No return call after an hour had passed.

I called again at 2:40pm and was told the manager had left for the day. I demanded to talk to someone in management and was placed on a repeating hold. It would ring back to the front desk and was immediately placed on hold again…EIGHT TIMES before they hung up on me. So I called again! I finally got in touch with the GM who told me that they would have to get the information from the Housekeeping Manager before they refund the money which meant I would have to wait until Wednesday. THIS IS NOT ACCEPTABLE to make me wait 2 more days for an error your staff made.

I immediately contacted the corporate office in Chicago to initiate a complaint and was told they could not do a refund but would forward the complaint to the hotel.

Tues morning, the Property Manager called me and stated the Housekeeping Manager noted she “smelled” smoke as the “evidence”. (How do you justify or collect evidence on someone’s sense of smell?) I reiterated that we do not smoke, vape, etc. The PM stated she had gone to the room and did not smell smoke or see any other evidence but wasn’t sure if the room had already been treated. However, she would issue the refund and I should see it in a couple of days.

I asked how they could charge a “Smoking Fee” and not post or disclose this information. I double checked their website and the only “hotel policy” they have is regarding pets. Her response is that the staff should have disclosed this information at check-in. The only fee I was informed of at check-in was a potential $50 incidental fee, which we were not charged.

I did not receive the “Smoking Fee” refund until...

DO NOT BOOK WEDDING ACCOMMODATIONS AT THIS HOTEL We were provided hotel accommodations through our wedding venue as part of the package we selected. It is important to note that this hotel reservation was confirmed on March 30th, 2022. On August 9th, 2022 I requested an additional day to make our stay Thursday, September 1st, 2022 - Saturday, September 3rd, 2022.

On Tuesday, August 30th, 2022 I made the final adjustment and confirmed our stay for Friday, September 2nd, 2022 (with a 9am check in) - Sunday, September 4th, 2022 (with a 1pm check out) with Madison, who was very kind and professional. She reassured us our reservation was set for our arrival. In efforts to prevent any delays, my husband and I stopped into the hotel on Thursday, September 1st, 2022 and personally spoke to Madison who again confirmed our reservation and even printed our reservation breakdown for our records. Again she was very kind and helpful.

Finally, on Friday, September 2nd, 2022, the day of our wedding, my husband went to check in around 850am. Brian, the General Manager, informed my husband, and breached confidentiality, that our “Wedding Venue has an outstanding balance of $20k and has a tendency of not paying for their reservations.” He literally went on and on about financial agreement Hyatt has with the Venue, attempting to justify canceling our reservation. As a result, our reservation had been canceled and we could not get our room. Brian, the General Manager, stated that our only option was to pay the full balance on our card, or wait. On our wedding, he blatantly refused to check us in for our pre existing reservation. We had no knowledge of any agreement between Hyatt and Wedding Venue and could not understand why on this particular day, for our reservation, he decided to take matters into his hands and collect the debt, starting with our reservation. There were other weddings with the same Contract who checked in just fine.

For two hours, Brian refused to allow us to check in. This was extremely inconvenient and embarrassing. As a result, my husband and vendors could not work and start getting ready. We lost out on pictures and memories. We had to pay to have vendors relocate last minute. This is absolutely unacceptable. We had nothing to do with their agreement. We did exactly what we were supposed to do. Brian was rude, unprofessional, and lacks the discretion necessary to be an effective leader. What was supposed to be a stress free day was nothing off that sort. And according to several other guest, poor service was the theme for this weekend.

They stuck us is in a basic room they “found”, and not the room we’d paid our Venue for. My MIL ended up giving us her King room, as Hyatt refused to honor the accommodation. I’ve spent years in Customer Service, your do not hold your customers accountable for a contract/agreement they have not signed. You do not disclose private financial matters pertaining to your organization. If it were up to me, Brian, you’d never manage another hotel. You were completely out of line and unprofessional. I hope the Wedding Venue terminates their contract with you for disclosing their financial information.

I am very disappointed with this experience. I will not ever stay, nor recommend the Hyatt Hotel to anyone. This organization should be ashamed.

Thank you to Madison and Gee for being excellent and going above and beyond for our...