SureStay Plus by Best Western Chicago Lombard — Hotel in Lombard

I had stayed here several times. I actually liked it initially and stayed an additional few days the following week as I was new in town and it had high marks.

On my second week, i checked into a different room. The room was by an entrance apparently a smoking area. The A/C was pulling smoke directly into my room (if anyone got billed the $200 plus fee in this room previously this could be the reason ). I was bothered by it but more importantly I did not want to get blamed and billed for it. I reported it.

On my last day I was having to run some errands that morning but had come back to freshen up and rest (AN HOUR BEFORE CHECKOUT) and found housekeeping in there cleaning my room already. Mind you one HAS to request them to clean the room AFTER the 2nd day they tell me.The person up front (Sara) had me check out already?! Hotel manager got mad about this after I mentioned that I would not be leaving until scheduled checkout time as I had work to do still. It was not my mistake.

I noticed my car door was damaged on the way out....I HAD CHECKED IT PRIOR TO ARRIVAL and always check it when i enter car. i was only at the place for an hour MAX as I had come back only to refresh before checkout. Manager said he would check cameras and call me back - never did.

I had lost a suit as well there. I called with a description SIZE, brand, fabric and color. It should have been easy to determine if they had it or not. I was busy and just asked her if she could tell me if a suit was turned in. She then tells me that housekeeping keeps a record of everything turned in but needs my phone number.

I said ,"if they have the name and number wouldn't they call their client back if they found a suit?". Then I hear "wha we ca' ..hang on a minute". "Ken" told me I would have to call back when house keeping came in. I did. Then he tells me they can't look for it now but will call me back later. I explained I went through that already with my new car that was damaged when I was here before. The manager never called back. I have since learned that they don't automatically call customers back if they find something in the rooms after checkout. Doesn't that sound strange? They don't follow up on any concerns. Just want your money.

Would you stay here...

I’m going to start this review by saying that the hotel staff was pleasant and nice to interact with. That being said, the experience that we had at this hotel was less than ideal. The lobby was clean and looked really great, however the second we stepped off the elevator, it was clear that the actual accommodations and rooms were not in the same conditions. The carpet was visibly dirty and the lock on our door was not working at all. The front desk associate had told us that if it didn’t work, then we’d have to pull the handle up. We tried multiple times to do this with no luck. Thankfully there was a housekeeper on the floor who let us in and came back with new keys.

One of the first things I did was take a shower when we got in the room. As soon as I was done, the ceiling was LITERALLY raining over the sink, the bathroom floor was soaked and I thought originally that it was because of my shower but upon further inspection it seemed to be coming from the room above us. I told the front desk and the did come to fix it within the hour which is one of the only reasons this review has more than one star (the second being the housekeeper bringing us working keys).

My third and final complaint was the extremely loud air conditioner in the room. I have to sleep with background noise and the fan by itself was fine for this, but the room was too hot so I used the air conditioner the second night of our stay. Shortly after I turned it on, when the air conditioner actually kicked on, it was incredibly loud and eventually an untreated belt or something VERY squeaky and loud began whining, which forced me to turn it off. The last night of our stay was hot as well, so I turned it on again hoping that it would have fixed itself. Unfortunately it had not and woke me up at least three times in a matter of three hours when it would start whining. Already having issues sleeping away from home, you can imagine how unpleasant and difficult this made things for me.

I’m not normally a person to leave reviews like this, as this is my first one ever, but I believe that these conditions were unacceptable and wish that things were different. I’m hopeful that management will reach out and attempt to fix this as I will not be recommending this...

Hotel probably slightly overpriced. You cannot open window to get fresh air. You need to keep breathing whatever you have in your room. I don't think AC is bringing extra air from the outside. As far as I know they were never designed like that.

There are many minor but many important details which are ruining whole experience.

For example carpet in the corridor so old and smelly that it should have been replaced 5 years ago. It is not crazy expensive job to do so. Another minor thing, - maintenance do not know how to use screw driver to properly fix shower curtain holder. Screws just half loose or another side is just not properly secured.

Not sure why hotels do not have full time employed paint job person. Like really professional one which can do great work. You are here in Chicago where Russians and Polish people can do really great paint job. They can repair drywall, sand it, put new layer of mud/texture proper way and paint it over. But instead you are choosing local maintenance guy to fix it.

Check-off time 11am, but housekeeping lady already made her way in my room twice after 10am. First time she knocked and said something but not "housekeeping". Second time she just opened door and tried to enter so I needed to yell back at her.

Also weird rule to put yellow paper on dashboard so it won't be towed. I understand it is probably some local area little details. But it does complicate things badly.

I understand you are family business. But damn be slightly more professional.

Anyway, your business your rules. But I wouldn't stop here 2nd time.

p.s. some crazy weird rule for very cheap breakfast. Ie bring your ticket and put into basket. How am I supposed to put it into the basket if I have 2 days stay. Also I didn't see in the breakfast area nor fruits nor oats. Simple cheap affordable food but...