Embassy Suites by Hilton Chicago Lombard Oak Brook — Hotel in Lombard

I have been to several Embassy Suites as a Diamond Member, but the location in Lombard, IL is definitely the worse one. When you arrive they have you sign a rules sheet and give you wristbands for the pool. Little did I know, that the rules, themselves, wouldn’t be enforced. The pool was a nightmare. Too many kids without parental supervision or wristbands, so essentially a free pool party for non-paying guests. Of course a lot of them were rowdy and almost pushed my daughter under the water before I stepped in, and this happened a few times during the night. The hot tub has a sign posted about health rules only permit bathers 18+, but of course, there were kids in the hot tub at all times until someone snitched. This hotel requires a customer to be a snitch for rules to be enforced. Groups of teenagers roaming around the hotel at all hours of the night, being extremely loud, and loud music in the rooms. This was not the end of this disastrous night. I was watching a movie with my daughter in my bed, in my private room, when all of a sudden weed smoke and smell comes through the ventilation system. Of course I was worried, and called down to the desk and demanded a new room. The first person that arrived went into the room and tried to tell me that it was not direct smoke, but old smoke coming out of the vents. This was far from correct, especially since I had the heat on the whole time that I was in the room. This weed smoke caused me to have a medical episode in front of my young daughter, with dizzy spells, and it felt like my heart was beating out of my chest. I am glad that I directed my daughter out of the room when I did. My young daughter, of course, started to freak out, because she thought mom was dying. I also must have looked bad since the staff also offered an ambulance. More security came up with a police officer and started knocking on doors. My next door neighbor and two doors down were all smoking weed in their rooms. I was told that they would be escorted out because I didn’t feel safe in that environment. They offered me another room, but that room also didn’t feel safe and there was lots of loitering outside of the room. My daughter was very traumatized from this entire ordeal, and didn’t feel safe, so I checked out in the middle of the night around midnight. I was still feeling ill and my chest was hurting. During this time, other police showed up due to other activity involving marijuana. What kind of establishment is this? I requested security walk me out, since it was very late and dark, and there were people hanging out in the parking lot. The young man that helped me said that I came on the worst time with it being the first of the month and tax time. This hotel attracts an element that has zero disregard for families and children, and my daughter could have been affected by the exposure. More enforcement is needed as well. I requested that my room be refunded as they didn’t provide me a safe environment for the $200 per night, in addition to $12.50 to park overnight. I was told that they would write a note to the manager and they would contact me on Monday, and I haven’t received any phone calls. I did call and was told that a manager named Mike Hansen was there, and I left a voicemail, and still haven’t gotten a response. I just want my room points back which I spent a lot of money to get with my Hilton rewards card. I also want to inform others that just because there is an expensive mall across the street, and a pretty expensive nightly rate with parking, that the hotel may...

I probably wouldn't come back to this hotel. Unfortunately during our stay for starters one of the elevators wasn't working during our stay. It made it very hard to get on and off the elevator with my husbands wheelchair because it was busy do to a wedding. The elevators were kinda small. Second the whole stay there were bags of trash sitting outside some of the rooms. Third we had five people with us in our room one had to sleep on the hida bed. Not horrible but the couch was ripped and stained. We couldn't find extra pillows or a comforter in the room. When we asked for 2 extra pillows and a comforter they said it would be right up. It came within a half and hour but they say they had a pillow shortage and would only give us one. Fourth we went down to the pool and after climbing in realized this pool was absolutely disgusting. I could not see my feet it was that cloudy. The pool was very dirty with black hairs and black flex all over the pool. I was quite grossed out. When I did get out I found that the shower to wash off did not have a handle to use it. Super disappointing. Tried to use the hot tub but the pool was warmer that the hot tub. While there it also flooded. This was not fixed by the time we left and they never closed it down either. Fifth when getting omelets made to order the worker was not using individual scoops to make my omelet. They used just one to grab up everything. Unfortunately my husband is allergic to mushrooms and after they made it he wasn't able to eat it. The Continental breakfast was nothing special, the scrambled eggs were gross my 3 year old gaged on them so I tried them and they were gross. The turkey sausages were dried out. The potatoes were not cooked enough. I wished they had flavored coffee or favored coffee creamer as well. I also had hoped they served coffee all day but they shut it down right after breakfast. Sixth, when taking a shower the shower curtain wouldn't stay closed making the floor super slick. They did not have any fans in the bathroom so it got quite foggy. We did not get a refresher on our towels at any point during the stay. We had to go to the front desk to get them. Seventh, parking was not free we needed to pay every night even though we were quests at the hotel. Eighth, when walking the hotel you can tell it needed a carpet cleaning and maintenance. You could see they did vacuum but did not get the edges of the halls dust along the edges were very visible. When walking up the stairs from the pool more than half the lights were broken on the stairs. When going to the top floor and looking down to the lobby it looked as though a bunch of birds had taken a poop and it was not very visibly appealing to the eye. The staff that was there was...

Dear Hilton Guest Relations Team,

I am writing to share feedback regarding my recent stay at the Embassy Suites by Hilton Chicago Lombard Oak Brook from October 28–30, 2025. I have been a loyal Hilton guest for several years and frequently visit this property each month since taking over a nearby property in Chicago earlier this year.

On the morning of October 28, I stopped by the hotel directly from the airport to request an additional night’s stay. I was greeted by a very pleasant front desk associate who provided excellent customer service. She was warm, welcoming, and accommodating, even offering me an early check-in, which I appreciated though I was unable to take advantage of it at that time.

However, when I returned later that afternoon around 3:30pm to check in, I unfortunately had an extremely disappointing experience with another front desk associate named Nade (spelling is most likely incorrect). Upon entering the lobby, neither of the two front desk agents greeted me. When I approached Ms. Nade, she responded curtly to my greeting without making eye contact and immediately asked if I had a reservation. Her tone throughout the interaction was dismissive and impatient, and she repeatedly ignored my polite questions about parking and check-in procedures.

At one point, she slammed a Hilton brown bag (included two water bottles) onto the counter, startling me as she said nothing. When I inquired about my car decal, she ignored me multiple times before finally replying in a frustrated tone. She slammed my key card onto the counter without saying a word or providing my room number. The entire interaction made me feel uncomfortable and unwelcome.

Later that evening, I spoke with another guest who had also just checked in, and he confirmed having a similarly unpleasant experience with the same employee. It was disheartening to know that my encounter was not isolated.

On a positive note, my checkout experience on October 30 was excellent. The gentleman assisting me was professional, kind, and welcoming, a reminder of the high standard of service I have come to associate with Hilton.

I have always enjoyed staying at Hilton properties and have consistently received exceptional service. However, this experience left me questioning whether I will continue to stay at this particular location. Ms. Nade’s behavior does not reflect Hilton’s reputation for hospitality and customer care.

I wanted to bring this matter to your attention not only for myself but also in hopes of improving future guest experiences. Thank you for taking the time to review my feedback. I would appreciate any follow-up or acknowledgment of...