Hilton Chicago O'Hare Airport — Hotel in Jefferson Township

If Nadia is working customer service will lack.

Let’s start by saying the distaste left me to pay the same rate elsewhere as the treatment based on assumptions was simply disrespectful.

I called around 30- 40 min before my arrival and I spoke to a gentleman I believe named hector I asked about Dayroom rates and airline crew discounts. I’m a silver member which isn’t much but I do enjoy the Hilton and its close proximity would make my double shift less of a hassle so I could rest longer.

I was told the day rate was 159 and the crew rate was between 130-139. I asked if that would let me check in now and I was told to walk on over and just provide my crew id.

I walked over and there were two women at the desk and two customers in front of me. I was next and instead of asking I was simply directed to Nadia for checkout I said hello and that k was actually trying to check in and told to come over with my badge.

Nadia glanced up and barely greeted me. I said hello and explained that I called the rate and that I was told to come and show my id for the discounted day rate.

She responded “so you want a day use”

A pilot who was on a layover came up with a room issue and she carelessly and without consideration of my time nor asking me to hold ignored my existence and moved his room while the other agent stood there without a guest as I just stood there. (A few guests walked up while she was assisting the pilot who she was again not really listening but simply responding to)

And gets back to me after taking additional time to finish something else and then

says ok so we don’t have rooms available until 9am as that is when day use starts.

She tells me that to check in early it would be an additional $75 plus tax and the room rate.

I reiterated that when I called I was told different by the gentleman who answered I also asked for her to check with him and provided the time stamp of the call and recalled to verify that it indeed rung to the front desk.

I asked for a manager and she informed me she was the current manager and that there wasn’t a male and she didn’t know who I was talking about and without apology it was just company policy and she couldn’t do anything about it.

But then the male I spoke with WALKED OUT TO THE FRONT

At this point 30+ minutes of my time has been wasted and could’ve been resolved had she listened and treated me like the paying guest and member I am.

I took a moment to sit and process and decided to pay the 130 something and 75 fee as I forgot to use my number and decided to use it as a points earning moment. I re approached and slid my badge, I’d, credit card and phone with my Hilton number to her.

She rudely speaks as if bothered by my mere presence and I explain I want the room as I’m exhausted and just want to sleep

She asked for my reward number and the items I have already placed as close to her as they could be without falling off the counter. I tell her I’ve already given them to her and she continues that it will be 159+75 (20 difference from the crew rate) however at this point it disappoints me again how a managers customer service can be so low as this all could’ve and should’ve been explained 40 minutes ago that there is no crew day rate.

This lack of communication and just doing her job led me to pay the same price and inconvenience myself even further than her and her male agent already had.

The correct course would’ve been an apology and to wave the fee. Bare minimum it would’ve been to listen to her guests initially introduction and correct all LIES (misinformation) I was given , to excuse herself or say can I take a moment prior to helping the gentleman with his room swap, and at the absolute least simply apologize and own the fact that her agent was incorrect instead of pretending there was no man and that...

Maria at the front desk/online + phone concierge is OUTSTANDING!!! I flew in for an overnight stay + a work meeting the next day and I must have reached out to Maria a dozen times over 48 hours. She is the embodiment of hospitality- actually all the staff I worked w/ here I had a relatively pleasant experience too. But Maria really made my stay the difference since she had answers and solutions whenever I needed them (directions from airport terminal to hotel via underground tunnel - no train needed from United terminal, getting hold of heating technician 2x- more on that later, finding my meeting room for a IT dry run check, requesting AV cord for meeting room - really you name it.) However, the one downside or bane of my stay (that is out of the staff’s control) is room 7036 … I really would not recommend that room. When I came in the temp was “set” to 68 but it kept constant at 80 degrees at 3 pm in the beginning of winter…too hot after being tired from a long flight. The technician came relatively quickly to fix it but that night it was too cold - seems like no matter what is done to that room’s heater it’s over corrected. It was “73 degrees” per the thermostat but I swear I had to don on my down parka and put pocket warmers in my slippers so clearly the temperature was not being regulated. in the end the technician came by to bring a space heater…but that also had its ups and downs (inconsistent temperature control) but I’m still grateful for something to carry me through the night. But in hindsight I should I stuck w/ my 1st request to change rooms when I first discovered the heater/AC issue. And the bed was err painful for me - I have pinched nerves. So in the end I could only sleep for 3 hrs toss and turning with intermittent chills from the temperaturmental heaters in room 7036 and finally gave up to sleep for 45 min on the reclining leather chair with the space heater 6 inches away from me. On the flip side, the gift shop was great - there’s plenty of types of socks in case you forgot to back them and the associate there is super cool. So to sum up, hospitality is great here - but maybe ask for a different room if you get 7036 since it was a painful one for me. (I also post anonymous for...

You are paying for location when you buy this room.||The location was very nice. I enjoyed dropping my rental car off the day before, staying at the hotel, and then taking my flight out in morning. It was less rushed due to the excellent location. In fact, from closing my door in room 9 to being on the other side of TSA pre check and in the gate, was 15 minutes. No exaggeration. The security line was very short, maybe 5 minutes of the 15. And that was dropping off a checked bag.||Also, they did acknowledge my membership and gave me two bottles of water, which was awesome.||Don’t bother with the runway view. Your room will be baking hot in the afternoon when you walk in due to the sun and the curtains being pulled back. The AC is very weak and the room never really cooled down. The AC thermostat is actually an old time dial one. Mine was set on 55 the whole time. I’m not sure it got below 75.||The room is quite cramped because it is a very small room.|I read about how the room décor would be ancient so I braced myself for that, The carpet was an old relic- but it appeared clean. And the furniture was fine and in decent repair, so I was not bothered by the fact it was aging. ||The water in the shower was very hot, which I enjoyed. However, while the sink had amazing water pressure, the shower water pressure was much weaker.||Mostly, just expect to be cramped. But overall room was okay.||For over $400 a night after fees/taxes, they should make the coffee maker a k-cup maker.||They have three restaurants if i remember. I tried the sports bar in the lobby. The fries were delicious. Sadly my burger (which I ordered medium) was pretty much raw. I pointed this out and they took $5 off my burger and fries. As a diamond member I get an $18 credit. My burger and fry, with water to drink, with 25% off, after tax and normal tip, was about $23. |I knew not to expect a free breakfast, so my heart wasn’t broken on that. ||Bottom line: Convenient location, decent room, but not worth $400 a night before...