Comfort Suites Chicago O'Hare Airport — Hotel in Leyden Township

Day 1 Saturday Jul 20 2024 Arrival was cordial providing a description of the property venue, elevator locations, business office, daily parking charges, parking, cafeteria and the wireless network SID names. I was given my room key card, which had the wireless network name label listed. The wireless access password was not listed or provided • There was a problem accessing the wireless network. My room was located on the 4th floor • There was a problem with the wireless network. The front desk did not relay this information to me, in advance of my “check in” process. Having not been told about this situation, I did not or could not pursue or attempt to find another hotel. • The front desk staff, didn’t know how to describe the network outage problem. They were unable to provide a time estimate for its resolution.
• The front desk staff didn’t tell me one of two passenger elevators was not operating. No signage was placed on the elevator itself, nor at the front desk.
• The business office had two PCs for client usage. HOWEVER, they were not Windows PCs, they were Apple Macintosh units. Being unfamiliar with the Apple PCs, I could not use them. • The night of July 20, there was an event taking place at the venue, with a large (50+) persons, celebrating someone's 16th birthday. There was music playing past 11pm, which was disturbing, and didn’t allow me to get much needed rest. • I was then told there would be a daily parking fee of $18.00. This was for a "park at you own risk" lot, without any parking lot security, no visible video camera protection, that could be called upon, should an event occur, (i.e., vehicle break-in, accident, or other external damage). • When I asked to speak with the manager of the property, I was told “he won’t be at the property until Tuesday. I asked about the Assistant manager. I was told they would not be available until Tuesday. I asked about Network Technical support. I was told they were not available either. I found this response to be totally inadequate, inexcusable, and should be an embarrassment for this company. Day 2 Sunday Jul 21 2024 • The access to the wireless network issue continues.
• Went to the front desk, in the morning to find out if I would be able to get a new room o The front desk agent, gives me a somewhat blank look and says “we don’t have any rooms until after 3pm”. I reply “I am aware of that. I wish to know if I will be notified? Am I on a priority consideration list? This network problem, has prevented and delayed me from concluding some work, which has a deadline.” I pause and continue, I have been observing you, and throughout this I have not seen you take out a pen, pencil, look at any list or even replied to my concern. Either you have amazing memory recall, or something else that will allow you to address my concern.” She looked back and simply says “you will get called”. Note: it is now 9am as I document this conversation o Returned from outside activity, went to front desk to find out if a lower floor room was available. The front desk agent, informed me the hotel was still sold out and the only available room was a single king bed and sofa couch. I accepted the king bed choice option. I validated the room’s wireless signal was functionally operating and I advised the front desk agent to complete the update on the hotel reservation system. I proceeded to collect my belongings from the room, and relocated them to the new room. Note: it is 6pm as I document this conversation Day 3 Monday Jul 22 2024 • The access to the wireless network issue continues. My new room is not experiencing any wireless access issue, as my room is located on the 2nd floor and is able to find the wireless network name. Day 4 thru 8 Tuesday Jul 23 thru Fri Jul 28, 2024 • The Wireless Network access issue has remained unresolved.
• The only 1 elevator working has remained unresolved In summary, I cannot and will not recommend this property to any of my business, social contacts, or family members for occupancy. I found the absence of communication by staff or management to its customers unacceptable. The lack of professional behavior and attitude, displayed to me directly by more than one staff member ensures I will not return. I will note I am a Diamond member, having stayed at other Comfort Inn, Comfort Suites locations. This venue is severely in need of substantial...

I am writing to express my disappointment with my recent stay at the Comfort Suites, Chicago O’Hare, from October 12th to 14th, 2024. My family and I, a group of five, had booked two nights as we were in Chicago for my son’s participation in the marathon. Unfortunately, our experience at your hotel fell far below our expectations in several areas, and I feel compelled to bring these issues to your attention.

Poor Customer Service at Check-In: Upon arriving late, as I had informed your team, the reception staff was unhelpful and rude. Despite having made the booking and adding my husband’s name, the staff insisted that he personally come in, which caused unnecessary inconvenience. When I requested Wi-Fi access to contact him, the receptionist was dismissive and unkind, treating me with a lack of basic courtesy. This set a negative tone for our entire stay.

Unreliable Wi-Fi Service: The Wi-Fi service was extremely poor, making it impossible for us to communicate effectively or complete any tasks online. On the morning of October 13th, I mentioned this to the staff, and while a new password was provided, the issue persisted throughout our stay. Being visitors from Canada, reliable Wi-Fi was crucial, and the inability to access it was particularly frustrating given the purpose of our trip.

Inadequate Response to Concerns: When I raised concerns about the ongoing Wi-Fi issues on the evening of October 13th, the response from the front desk was again dismissive. I was told to come to the lobby if I needed Wi-Fi, which is not acceptable when paying for a hotel room with the expectation of basic amenities working properly. This level of indifference from your staff reflects poorly on the customer service standards at your hotel.

Disturbing Discovery of Bullet Holes: On the morning of October 14th, my husband pointed out two bullet holes in the window of our room. This discovery was extremely unsettling. We felt unsafe and were eager to leave the hotel as soon as possible. This is a serious issue that requires immediate attention to ensure the safety and well-being of your guests.

Lack of Courtesy at Check-Out: When we checked out, no one at the front desk even thanked us for our stay or wished us well. It felt as though our presence at your hotel was neither valued nor appreciated.

Conclusion: Overall, our stay at Comfort Suites was deeply disappointing, and I feel that we did not receive the level of service or comfort that we expected. While the breakfast was satisfactory and some of the staff were polite, the poor customer service, unreliable Wi-Fi, and unsettling safety concerns will prevent us from staying at this hotel again. I strongly recommend that you review your service policies and staff training to prevent future guests from experiencing the same level of dissatisfaction.

Thank you for taking the time to read this feedback. I hope you will address these issues to improve the experience for...

I will never stay here again. I booked two rooms for one night about a month ago for an event happening in town. We checked in, paid our room deposits, and put our stuff in our rooms. Before the event, we went downstairs to the hotel restaurant for a late lunch, since we had traveled 3 hours to get there. The food was expensive (as expected in a hotel restaurant) and we ordered enough so that we'd have leftovers later that night for when we returned to the hotel from the event. The food was placed in the fridge of one of our rooms, and we headed out. After getting back around almost midnight, we found that the key card for that room was not working. So, we went downstairs to the front desk to hopefully get it resolved. They claimed that their system had not checked us in (even though we put a deposit down and received a key) and the room was cleaned out and given to another guest. When asked about our food and personal belongings, they told us the food was thrown away and the belongings were locked in the supervisor's office. Said supervisor was nowhere to be found and could not be reached by anyone to unlock the office. We were given another room and told that we wouldn't have access to our stuff until the next day. The night staff was completely unapologetic and offered nothing else to rectify the situation. As a guest, I shouldn't have to emphasize that all of our personal hygiene and basic necessities were taken from us, but apparently I did. Only THEN did they allow us to gather the absolute essentials (toothpaste, soap, deodorant, etc) from the little market behind the counter. What if that had been a diabetic? Or someone with epilepsy? Or someone with any ocondition that required medication routinely? This negligence could have killed someone, and not a single person at the desk that night seemed to care. So we shared as many items as we could and went to bed hungry and just hoped we would be compensated when the supervisor got there in the morning so we could get our stuff and go home. We were told he would be there at 8 a.m. along with housekeeping, both of which could unlock the office. The supervisor never showed up. Housekeeping was able to grab our bag (which was missing personal items that nobody could locate for us) and I was told the supervisor would be in contact about compensation. I have yet to receive any correspondence or reimbursement for this absolute nightmare of a stay. There were 2 phone numbers and 2 emails attached to this booking, and not a single attempt was made to contact us before cleaning the room out. I won't bother giving them another stay, and I recommend finding another hotel to book with if you value your...