Crowne Plaza Chicago SW - Burr Ridge by IHG — Hotel in Burr Ridge

I stayed here in 2023 and gave them a five-star review and it was earned. A new company bought them since I came back in 2025 and my overall experience wasn't good. The main issue was an erroneous credit card charge that they made to my account. I actually worked with five different employees, called the general manager, and wrote him a letter. When I checked out with the bill explaining everything, everyone admitted that the charge was erroneous, but they still didn't get it removed in a timely fashion. Not everyone's in a position to have extra charges placed on their debit card as this can cause financial strain. As for the rooms, since 2023, when I found it to be updated and nice, it seems that there has been a lack of effort put into maintaining the rooms. The location is in a very exclusive neighborhood but it's quite a walk from this hotel to get to shopping and restaurants. They do have a complimentary shuttle but that shuttle does not have air condition at the time I rode in it. Another thing is they said that they did not have the adequate staff to pick up people in the shuttle. So for that reason I have to Uber most of the time. Finally, although they don't have the staff to drive the shuttle. They will shut down the front desk if they have to go get the people from the golf place. That is an exception to the rule of vacating and leaving the front desk unmaintained. I guess they're understaffed. The people there seem to be working hard and trying their best. Regardless, as if the golf people gets special privileges. They're still without air condition, which probably doesn't fly well with that high-end crowd. Disappointed. So an additional update really odd is even though I checked in on Monday July 23rd, the $50 hold for incidentals doesn't expire until August 5th. That sounds like chicanery and I'm going to have to reach out to the Illinois state's attorney as well as the CEO of crown plaza hotels to let them know what's going on here an update that it is one month after I checked out and I still don't have my $50 deposit back. I never once got an apology from anyone and I talked to everyone in the company pretty much about the erroneous 96.30 charge they made on my credit card which was eventually returned. But I still haven't got my deposit back a month later. This is the worst customer service I've ever had at any business in my entire life. I've had better remediation and problem resolution from Taco Bell and McDonald's and Kmart and Toys r Us and Sears and every other business in the history of our country. These people won't do a damn thing to make things right. I will never stay...

What a disaster. I’ll start with the biggest issue: Another guest was given keys to our room and entered.

From the beginning: The hotel is old. It has had some lipstick slapped on it, but the age is evident and the condition is less than great once you get beyond the lobby. There were no luggage carts when we arrived. The concierge unsuccessfully tried to track one down—I appreciated the effort. Only 1 elevator works. These 2 issues combined means that I then had to haul 4 suitcases and 2 small children down a mile long hallway to get to our room. Inconvenient, but not a huge deal. The hallway also desperately needed vacuumed.

As soon as we walked into our room, it was as if we were slapped with a musty old sock. The dampness and smell of the room was overwhelming. I immediately called the front desk, who said he would be able to move us shortly. The move was relatively quick and painless, and the new room seemed fine.

We go to the pool. The pool was lovely and I’ll give them due credit there.

We return to our room. The TV doesn’t work. Just kidding—it was just unplugged. As I’m trying to access the outlet to plug in the TV, I step in a patch of soggy carpet. The AC unit had leaked all over the surrounding carpet. Probably why everywhere except the lobby reeks of mildew.

Then, for the piece de resistance, an entire family enters our room as I’m bathing my children. We were shocked. The other family was shocked. I receive a call from the concierge moments later, “Who are you? Did you check in?” I did indeed check in and have spoken with you three times since then. “Oh, yes, now I remember. I’m so sorry.” I’ve never felt unsafe in a hotel until then. I kept waiting for someone to barge into the room. I didn’t sleep a wink (not that I would’ve slept much anyway, with all the road noise).

It was honestly dreadful. I have never had such an awful experience at an IHG property, or any hotel for that matter. The condition of the hotel made me uncomfortable. It felt gross. I felt incredibly uneasy. I would never recommend this hotel to anyone, but especially not to a woman alone or with children.

Oh, and there were lipstick marks on the coffee cups at...

Let me begin with the not-so-great experience we had the night we reached. The person at the front desk was super impolite about me asking her if the payment hadn’t gone through at the time of the booking. When I asked, she shook her head in frustration like I was asking her to pay for my stay. I mean it really wouldn’t hurt to communicate politely. It’s your job! Next, the room we were assigned felt pretty humid and smelt musty as we entered. We were assigned an attached room. I booked a single (unattached), room, but weirdly, we were told this was our only option which made me pretty uncomfortable (safety where you at)! Okay next up - there was NO microwave in the room! Insane!!! Couldn’t even heat up our food from the fridge. There were no closets to store our clothes, except for ONE, narrow, open, closet. The bathroom set-up felt very ancient and the door hinges were rusty. The hair-dryer felt like it was a decade old and felt like I was holding a rock every time I picked it up. The bathroom had no tissues, except for toilet paper (thank goodness)! Lights in the room were of different shades and it just didn’t look the best because I had to take a few professional pictures. Corridors were extremely long and there was only one elevator at one end. The walls and doors were not soundproof whatsoever and I could hear someone moaning through one wall and children crying/screaming through the other. The curtains draw only halfway and there’s no way to completely shut off the daylight if you’d like to. No complimentary water bottles or basic stationery (a pen and notepad) were provided. Everything seemed pretty outdated. The snacks and water from downstairs had atrocious prices and I would make good use of the gas station that’s under a mile away, instead. Location is decent, just off the highway, with fuel, food, and a gas station close by, but I’m sure you’ll find better hotels in the area. I’ve been at waaaay better 3-Star hotels that have better amenities and a newer set-up. Overall, super disappointed. Paid $115 and...