DoubleTree Suites by Hilton Hotel & Conference Center Chicago-Downers Grove — Hotel in Downers Grove

I coordinated an event at DoubleTree Suites By Hilton Hotel & Conference Center Chicago-Downers Grove in September 2024. ||The conference room was not clean, the furniture (seats where attendees sat, the chairs on the platform, and the clothes on some of the tables) was old and dirty, and the skirt around the platform was not properly secured (continued to fall down) causing a serious hazard and risk for accidents for our host and guest speakers. ||The food was AWFUL! The chicken was undercooked (raw in the center), the fish was hard as a rock (uneatable), the salad had a bug in it, and the peach cobbler was undercooked (dough wasn't cooked) and appeared to have been made using fruit cocktail (there were pieces of other fruit in the cobbler). ||Immediately after the event, I contacted the DoubleTree events team, and managers to voice my concerns. The manager made multiple excuses and became rude and unprofessional when asked for accountability and follow through on the commitments she'd made. ||After requesting the General Manager's information and making an initial attempt to reach him (via email), I was connected with another manager. The new manager apologized for the behavior and missed commitments of the prior manager and promised that she would not do the same. The new person seemed to be more professional and made several commitments to resolve the issue(s) by offering some form of compensation for our inability to eat the food and for the unacceptable conditions of the room and the furniture. I thought things were on the right track and that my organization would now receive the attention and resolution deserved. Needless to say, the second manager, like the first, failed to keep commitments. She promised call backs on specific dates, and NEVER met the commitment. I would call her for updates and she would offer an apology and say that she would call me back at an appointed date, and again, she did not. To date (January 11, 2025), I have yet to hear back from the manager, even after my multiple e-mail, voicemails, and text messages requesting an update. ||I reached out to the General Manager multiple times and have not received a single contact from him. ||Based on this blatant disregard for their business customers, I would caution other business and organizations to STAY CLEAR of DoubleTree Suites By Hilton Hotel & Conference Center Chicago-Downers Grove! ||My intent it to share this on all of my social media platforms to spare others (personal, businesses, and organizations) the horrendous experience that my organization, its guests, and I have experienced at the hands of DoubleTree Suites By Hilton Hotel & Conference Center Chicago-Downers Grove and its staff!||ALSO, THEY NEVER APPLIED THE HILTON HONORS POINTS TO MY ACCOUNT AS WAS AGREED TO IN THE CONTRACT SIGNED WITH AND COUNTERSIGNED BY DoubleTree Suites By Hilton Hotel & Conference Center Chicago-Downers Grove!||SHAMEFUL!!!! SHAME ON DoubleTree Suites By Hilton Hotel & Conference Center Chicago-Downers Grove for their lack of concern, blatant disregard for their customers, and LIES!!! ||I'm going to consider how I might share this on various local News outlets and any other broadly viewed outlets so that as many people and organizations as possible are made aware of this incident and how it was grossly mishandled. ||I have ALL the email messages, text messages, and voicemail messages from the aforementioned communications with the two managers and the General Manager. Rest assured that I will be releasing them all as evidence and proof of the...

If there was a way to rate this declining hotel a negative 10 stars I would! I have patronized Double Tree on a couple of other occasions and it is very unfortunate to see how it’s going downhill and I normally look at reviews before booking a stay but this time I didn’t, and I totally regret that now because I'm seeing a lot of other people have similar issues with this hotel. I booked a room here on January 14th ( Downers Grove Illinois location) to celebrate my husbands birthday and upon arrival I was notified that the hotel had lost heat and they were working to restore it. Front desk staff even had on hats and coats it was so cold. The older lady with the accent at the front desk assured me that if we decided not to stay we would be refunded. My family and I went to the room and sat about 45 minutes to see if they could get the heat going but unfortunately they couldn’t and the thermometer started going down from 65 degrees, mind you its 10 degrees below zero outside! So needless to say the room was cold. We knew staying wouldn’t work because we also had our 12 year old daughter with us and we weren’t gonna chance her getting sick. I went back to the front desk and informed them we would be checking out and the same lady that checked me in asked “why I didn’t come back right away”, and I informed her that I tried to give them the opportunity to fix the issue. She took my room key and said it would be canceled and refunded through Priceline ( I booked though them). I then called Priceline to confirm I’d left the property and why and wanted to be sure my refund was processed as I would have to book elsewhere and Priceline then informed me that Double Tree refused to refund my money because I “used” the room! WHAT??!! We were literally in the room for 45 minutes trying to give them an opportunity to get the heat going!! I then had to cancel my dinner reservation ( we were in the car and on our way to Gibson’s) turn around, and go back to Double Tree to figure out what was going on. They told me because someone “sat on the bed” and made a cup of coffee and tea that they couldn’t refund my money!! Mind you, the room is freezing and we never even took our bags in there!! And of course we drank a cup of coffee and tea because we were trying to warm up as the entire hotel was freezing! And considering THEY “dropped the ball” why AS A COURTESY would you not let the cup of coffee and tea go for the inconvenience?? Or charge me for it if it was that serious? But instead they tried to keep my entire payment! After some back and forth and a call to the corporate office they finally decided to refund my money. DO NOT WASTE YOUR MONEY OR TIME ON THIS HOTEL! Not ONCE did the staff apologize for the inconvenience! They all seemed annoyed, manager included! I will never EVER book here again and I will discourage anyone else from doing so as well! The customer service here is disgusting and they were unapologetic for THEIR issue! I’m nowhere near finished with this ordeal, I will definitely shout it from every social media platform how unprofessional and rude the staff was! They need to be replaced with people that are compassionate and knowledgeable in customer service! And where I understand things happen there is absolutely no excuse for treating your patrons poorly because of YOUR issue! And it wasn’t a small issue, we’re talking no heat when it was 10 degrees below zero outside! This hotel is 2...

First of all, the staff at the front desk was very impolite. With the renovationts going on including the noises, at least the people the hotel choose to represent them should be kind. After all the position is a hospitality position. I was added to a family members friend and family list. So prior to my check in, I called the hotel to confirm that I had three reservations. The attendant who answered the phone confirmed these reservations. However, when I made it to the hotel, I was informed that I only had two. I just so happened to get the same attendant whom I confirmed my reservations with over the phone. She sated “Oh I meant to tell you that you could only book two rooms, but I forgot”. Huh? I was upset but didn’t display that because of the line of people that were behind me. I wasn’t the only person who booked a room that day, I also had 4 other family memebers who booked rooms for the evening. One of which, couldn’t make it. And that worked out perfectly considering the fact that we were still in need of a room. While being there, my family chose my room as a meeting place. Which was fine with me. I admit during that time, we did get a little loud. Security came to the door and asked us to lower the noise. I apologized and agreed. We then got a call from the front desk. I informed them that security came to the room to inform us to quiet down. At that moment we did just that. A couple of mins later, my daughter comes in from the pool and I told her to change into her clothes. When she was getting dressed, she stated that a man was looking through the door. Upset, I opened the door to find two security guards eaves dropping. When asked if I could help them, they pretended to be having a conversation. (I got all of this on camera as well). All while they were pretending to be having this conversation, there was a lot of commotion going on on the floor above me. To be more precise, there were drunken adults running through the hall. All of which the 2 security guards chose to ignore. Again, all because they were listening for noise to come from my room. After security ignoring the noise for about 5mins of the video time I captured, they finally left. When I came back into my room, my family could clearly see that I was upset. This trip was supposed to be a family getaway, but turned out to be a nightmare for me. I had a scared 9 year old who was constantly checking the window for the man she said was trying to look at her. Oh and who also couldn’t sleep that night due to nightmares. I was upset the entire night, pacing the floors because I also couldn’t sleep. Oh and to add insult to injury, my family member received a very disturbing email from her boss about my behavior for the night. Huh?! Because we were asked to quiet down??!!! Or was it because I was recording the useless security??!!! Whatever the case may be, I am done with this Doubletree!!!!!! I will never return here! I was absolutely humiliated in front of my family and...