Holiday Inn Express & Suites Chicago - Algonquin, an IHG Hotel — Hotel in Algonquin

After spending a couple of weeks getting my property ready to sell, I decided to spend my last few nights in the area in this hotel - opted for the most expensive room - the "Whirlpool Suite." First off, I should have been suspicious when there was only ONE actual picture of the room (the 2nd picture on the site is NOT of this room type - (deceptive?)).

Outside the room: Grounds aren't well kept - weeds all over and what appear to be the maintenance workers staring at you while they smoke near their truck. Extremely strong odor as soon as you enter - chemical-like smell (not the pool) - like a "new material" smell, but stronger than anything like it I've smelled before. Housekeeping staff was not wearing masks while servicing rooms and working near their carts in the hall. Actually, I can't say that I remember any of the staff anywhere wearing masks.

Inside the room: Dated/old - overall dirty... Desk was broken - set my backpack on it and the whole thing felt like it was going to collapse (see pic). The whirlpool/"Jacuzzi" (should probably change the ad picture caption on the hotel's site, as that's a brand name and this isn't a "Jacuzzi") is old and dated - most of the chrome is destroyed/stained from improper cleaning. I never ended up using it because of the brown sludge I notice in the jets (see pic). They give you one bar of soap for the entire room, so if you have any intention of actually getting some bubbles going, be prepared to bring your own supplies. Big stain on the ceiling where a poorly done repair gives hints of water damage from above (see pic). Shower had mold along the door bottom (see pic). Bathroom mirror surround had water damage. Light switches look like they've never really been cleaned (see pic). The bed was comfortable and they actually use fitted bottom sheets, so everything stayed intact (so my feet weren't sitting directly on the mattress like other hotels who choose NOT to use fitted bottom sheets).

Front Desk Staff: The only employee I interfaced with at the front desk was courteous - no complaints there. Although I wonder why no hotels ask "how was your stay" anymore...

Housekeeping Staff: I stayed two nights and my room was never serviced by housekeeping (no, my "do not disturb" placard was NOT on my door the entire day - I was out of the room by 9AM and back at 9PM). Also, they don't appear to wear masks while they're in your room or working in the halls.

All in all, a pretty big disappointment. I feel like I was duped by intentional lack of pictures to help describe what the room is really like. My inability to use the whirlpool because of its cleanliness was disappointing and ultimately a waste of money. I'd recommend looking elsewhere if you need to stay...

At 6:50 am, a person started banging on our door. He shouted our room number and "Come to the door". The over-the-top aggressiveness sounded like what a police officer would do when confronting a criminal. The noise woke up much of the 3rd floor, my frightened son in my room, and my other family members four doors down. The person never identified themself and there was no way I was going to open the door. After continued banging, and more yelling, the person demanded to know if our tub/shower was overflowing. It was not. He then proceeded to knock on the next door in the same manner. I called the front desk and complained. The representative said he had just come on shift and didn’t know any details other than there was a leak in the building. I asked why no one called our room using the telephone instead of just beating on the door and yelling. He did not know.

My family left for the day and when we came back it was clear someone had entered our room and left boot prints in our bathroom. This time I went down to the front desk and asked why someone was in our room and the representative could only speculate. I spoke to the GM and he said they’ve had problems with the tub/showers leaking during the renovation. Again, no details about the entry into my room and no explanation why I wasn’t asked for access to the room. Further he clearly didn’t know if our tub/shower was the source of the leak or whether it was fixed. He did say that we could not use the tub/shower in our room and offered the inconvenience of showering in another room. No thank you.

My main complaint was the violent behavior of the person banging on our door and it was never addressed. Taking a discount off my rooms did not address the issue. I did not ask for that. The GM of course said “I’m sorry that happened” but did not say he would do anything more to address the issue. He said it was probably just the adrenaline of the water leak that made the night auditor excited. The person was so far beyond just excited. He was unhinged.

Guests should expect professional and courteous behavior from hotel staff at all times. If there is an emergency guests should expect competent behavior. If there is a water leak a phone call should...

My stay was for 8/9-8/11 king size bed with couch. I arrived very late; 9:45ish/10 pm (which I notified the front desk of this). I got my card went up to the 2nd floor rm 233 attempted to open the door which after 3 times and a hard push was finally able to open it. I shut the door and the inside lock didn't work, wouldn't turn to lock. After unpacking a few things and getting ready for bed found the carpet along the left side of the bed was wet (disgustingly wet), YUCK!!! It was too late to have anything done. I just walked around it. Next morning, I mentioned it to the front desk, she said there wasn't another king available however later on in the day there would be a room with 2 queens and no couch. I said ok I would take it however later decided against it because I didn't want to deal with the paperwork to change the rooms. I asked if I was gonna get a refund for the difference and she didn't know because I went through corporate (3rd party she said) Later that night went to my room and the fan in the bathroom was leaking water. I had to place a towel on the floor along with the ice bucket to catch the water. Again, too late maintenance was gone for the day. Upon checking out the front desk and her manager thought I should attempt to see if I could IHG Corporate could do something for me. IHG Corporate won't refund me the monies because the original purchase of the room was with reward points and monies. Corporate said they would refund me in reward points however I DON'T WANT THEM. my husband passed away last year, and I was trying to use up his points instead of having them go to waste. I won't be traveling now that he is gone. We did everything together. This whole situation brought up memories of my husband. I was bawling my eyes out standing in the lobby talking with your inner people. They won't credit my card for $122.40. Monies that I sure could use now that he is gone and I am on only one income. I just want to add however that Taylor the front desk rep was very kind. Her customer service should be recognized. I showed her photos from my phone as well on the door, carpet and...