DoubleTree by Hilton Hotel Chicago O'Hare Airport - Rosemont — Hotel in Leyden Township

Just wanted to share this experience. This was a little over a month ago, but still felt it pertinent to share, for the informed traveler. I arrived, following GPS from address on reservation (pertinent for later) –and arrived with my senior (75) Mom and sister (50-something with special needs) to the hotel right around check-in time. There was no one in the circular drive directing traffic, so I pulled up close to the right hand side, and started unloading our belongings for the one night. I quickly looked around for a luggage cart, but didn’t find one. Instead, Mom and I started taking things out of the car and setting the items to the side. Took sister inside, for her to sit comfortably and safely in the lobby. As we were unloading, a gentlemen (from valet or bellservice) pretty rudely says that I was in the wrong location to unload (yet there were no signs indicating, and no one there directing). I asked for a luggage cart, to help expedite the process and to move all this luggage for my mom and sister, who could only handle very little. Not only did the gentlemen not offer any assistance, or inquire if we needed assistance, he said he wouldn’t give me a luggage cart until I checked in and made sure I was at the right hotel. That was odd, since why would I just be randomly checking in to the wrong hotel. (but, perhaps that happens more often than one would think) OK..fine. So, we emptied the car and between Mom and I, we brought most of the bags inside the lobby, to also wait for me to check-in, park the car and load up the trolley (luggage cart) up to our room. Checked in. Once I had ‘checked in’ I go see the valet person again. Ask him for a luggage cart. He asked me for my drivers license to hold for it. OK. That was peculiar, but I definitely don’t need to steal a luggage cart, so I’ll get my DL back soon enough. He offers a hastily ‘please hurry, I only have 2 carts; you’re lucky to get this one’. So I hurriedly get to my car, and drive into the parking garage to park. I finally get back to the lobby, we head up to our room, with our luggage, and sadly, my sister had a seizure in the lobby and fell to the ground. I rushed over to try to catch her, but THANKFULLY her fall was broken by the lobby couches. Phew… that was close. With a rush of adrenaline, we made sure she was not hurt, and was conscious again, and we headed up to our room. My mom mentioned that while I was gone, she – sitting in the lobby with all our stuff on the cart – gets questioned by the valet people – AGAIN – and ask ‘what’s the hold up?’. She said she was waiting on her daughter. We were able to have a very pleasant evening (our reason for staying at this hotel, was proximity to our event). My cousin, who works for another hotel in the Chicago area, heard my explanation of events and he was quite bothered for me – as the way we were treated from arrival, to not even checking that we were OK (following my sisters seizure in the lobby) – was not very kind. He suggested I talk to the Hotel Management about it. And, I did. The next morning, at check-out, I explained all of the above, and how I was not happy with how things were handled. As a Quality Manager, I know that the voice of the customer is very important – so I wanted them to know how, as customers, we were made to feel diminished, unwelcome, a nuisance, etc.. The guy at the counter was kind and took the feedback and said he would pass it along to his manager. The next day, I received a call from the hotel Management, and they mentioned that ‘even though it’s been a few years since covid, there are still some practices that need refining’. I appreciate that they took the time to look into this – hopefully confirmed my allegations via lobby cameras, etc.. cause there’s no way I would make this up – and fully took care of the negative experience we all had at the hotel. They took the feedback, appreciated me bringing it to their attention, and said they would work toward implementing some training and knowledge...

I’ve stayed here, 4 times over the past year for work. This time I stay for 3 nights, and was extremely disappointed. It seems every time I go back, the service gets worse. Two lights in my room wouldn’t stay on and kept flickering, forcing me to move the computer table and unplug. To find wires wrapped up, and tangled. (EXTREME FIRE HAZARD) stains on carpet, multiple DARK hairs in my shower and on my bedding. For the 3 nights I stayed, I was never once offered house keeping (WHICH I DID REQUIRE ABOUT & ASK for) I tried to order room service and could not because the room the phone in my room did not have a dialtone, and it didn’t work, I made this aware to the front desk all three days that I stayed and alls I was told was that somebody would be up to fix it, which never happened it was super inconvenient that I couldn’t use the phone in my room to call down to order room service or ask for fresh towels, toiletries, etc. the gentleman who works the front desk. I didn’t catch his name but he’s from France and New York is super rude and does not have a customer service attitude. He actually hung up the phone on me and told me to stop calling that this was the last time he was transferring me to the restaurant, after making him aware four different times that my phone in my room did not work. The breakfast was OK. Dinner lacked flavor and it seems that they overcharge for simple meals. I ordered the quesadillas and a drink from the bar and it cost $48. The only , good customer service I got was from the gentleman who delivers the room service and who takes the order at the restaurant and he was also complaining because their system has been down all day. And if you’re staying here, don’t plan on getting a good nights sleep, there’s drunk idiots roaming the hall, being obnoxiously, loud at all hours of the night. And when the doors shut to the room, it’s very loud. You can hear it quite a few doors down. Others who’s stayed at the hotel would just put their trash and empty food boxes, in the hallway outside their door and it wouldn’t get picked up for a day to two days. Their coffee maker had mold where the water is supposed to be put. And When I was being dropped off, I literally watched the gentleman who picks and drops off from the airport drag my suitcase against the shuttle, resulting in it being completely scratched after addressing him about it he goes “well it was heavy.“ as I stated before it seems like every time I come to this location. The customer service gets worse. I will no longer be a returning customer and next time I am in town I will address to my company to send me to another location there are much better ones...

Have you ever wondered what it would be like to step back in time? Well, let me introduce you to a hotel that takes nostalgia to a whole new level. Now, I should technically give this place two stars, but considering the price, I'll be generous and add one more.

Picture this: a hotel that seems to have been frozen in time, trapped in a bygone era. As soon as you step into your room, you're immediately transported back to 1995 when the word "remodel" apparently meant something entirely different. The color scheme alone could make any interior designer cringe - shades of brown, ocre, and gold that scream "outdated chic."

But wait, there's more! The designers decided to amp up the retro vibe by adding yellow-tinted lightbulbs to the lamps, giving the room an extra touch of "vintage charm." And let's not forget about the mysterious hieroglyphics etched into the desk. Were those intentional design choices or just some scratches? We may never know.

Now, let's talk about the perks of being a loyal customer. As a Gold member of Hilton, I thought my status would grant me some special treatment. Boy, was I wrong. All I got was a swift kick in the wallet - a $35 charge just to check in before 1pm. Sure, I understand the concept of early check-ins and appreciate the option to get some work done in my room, but seriously, having to pay a fee when you already have a certain status feels a bit like a cheap shot. I mean, I might not have a "conquer-the-world" kind of status, but still, wars have been fought over gold, right?

But alas, let's not dwell on the negatives. The real highlight of my stay was the breathtaking view of...a parking garage. Yes, you read that right. I may not have brought a car with me, but I had the pleasure of marveling at everyone else's vehicles from my window. An exquisite collection of sedans and SUVs, all lovingly parked in rows like works of art. If only they had told me that this magnificent parking extravaganza would be included in my $35 early check-in fee, I wouldn't have thought twice about it. Truly, a sight to behold.

So, if you're up for a trip down memory lane and a surreal conversation with the hotel operator about shuttle services, then this hotel is an absolute must-visit. Just make sure to pack your sense of humor and appreciation for the "classics." After all, where else can you experience a time warp without needing a DeLorean?

Note: This review is purely based on personal experiences and opinions. Individual experiences may vary. Travel back in time...