The Westin Chicago Lombard — Hotel in Lombard

I recently stayed at this hotel for a week, and I brought my own food to store in a freezer due to my pregnancy-related dietary restrictions. Since the rooms did not have a mini fridge with a freezer section, I was informed by hotel staff that my food could be stored safely in the hotel’s freezer.

I also ordered three different ice creams during my stay. When I arrived at the front desk to drop off my food, the receptionist, Sally, was unhelpful and rude, telling me she couldn’t access the freezer at that moment and that I should return in 30–45 minutes. As I suffer from sciatica, this required me to make an additional trip while limping in pain.

Upon returning, Sally instructed me to leave my two bags at the front desk, stating that a security guard would pick them up to store them in the freezer, and assured me she would make a note in the system regarding my food. However, the next day, when I came to pick up my food after a long day of work, the manager informed me that my food had been lost and there was no record of it in the computer, despite what Sally had promised. I was offered meal credit for one meal, but this was insufficient to cover the value of my food, especially since there were very few options on the restaurant menu I could possibly eat.

A couple of hours later, Bri the hotel director contacted me to inform me that my bags had been found. When I went to inspect them, I was horrified to discover that my food had been tampered with. One of the ice cream boxes had been opened, with a bar missing, and the remaining ice cream and pregnancy meals appeared to have been refrozen after being left out for an extended period. Additionally, the two bags I had originally dropped off had been returned as three.

Given the clear signs of tampering, I refused to take the food back. Not only was it a serious health hazard, but it also posed a significant liability for the hotel, as consuming the food could have made me sick.

I am appalled that staff at The Westin would engage in such behavior. This incident was not just an inconvenience but a serious safety concern. I had the hotel’s security cameras reviewed, which confirmed that I dropped off two white bags and did not receive the same two bags back.

I will be escalating this matter to corporate, as this is entirely unacceptable. Guests should not have to worry about their food being tampered with at any hotel, especially one that prides itself on hospitality...

A girlfriend and I booked a much needed spa day on Resort Pass (that would give us access to the pool, spa, gym amenities). I REALLY wanted to like this place. Great location, nice, attentive lobby staff (though, that would soon change; more on THAT later) beautiful lobby……

When we arrived at the hotel, we were immediately greeted by the concierge, a friendly, older gentleman at the front door. The front desk attendant was also friendly. BUT he seemed a bit flustered in checking us in. He knew that we were using a Resort Day pass; gave us keys to access the pool/locker room/gym areas; BUT no keys for lockers, which made it necessary for me to run to the lobby for keys. Broken lockers (I had to walk to the lobby THREE additional times, because the lockers were broken/did not work; so in all, FOUR trips to the lobby). Side note, the lobby staff spent more time socializing, than rectifying the situation; not helpful at all; the fourth time I returned to the lobby seemed a bit annoyed.

Btw, their “so called locker room” consisted of mini lockers, no changing/privacy areas, or shower area. It consisted of one big room to be shared by males/females. No multiple shower area, just ONE bathroom each (male and female) that had one shower, no blow dryer or toiletries (luckily, I brought my own). You’re essentially changing/showering in a big bathroom. No hot water in shower, bathroom not the cleanest. No signage to tell you where to get towels; luckily, we found a rack of towels near the sauna area. Side note, towels were old, and thread bare and looked like they had seen better days.

The pool/sauna area was large, but water was filmy and not clear. The area looked like it had not been cleaned/maintained (my girlfriend found an old cup on the floor near the whirl pool area; did not know how long it had been there). In the three or so hours we were there, did not see one maintenance person, other than the guy who was checking the water quality of the pool Nice work out room but could not use it because it was under construction (why was this not mentioned when we made reservations???).

This location has no business being on the Resort Pass website. It has no spa, amenities to speak of. Again, to Hyatt Lodge which is 10 minutes or so up the road; MUCH better spa day/amenities. If you just want a "lay your head" kind of spot then book here. but I would try another hotel in the area; customer service/cleanliness...

I was disappointed with my stay at this location. I have stayed at other Westin hotels in the Chicago area and had much better experiences.

Upon arrival the desk clerk was not at the desk and it took a minute before she came out and acknowledged me. I did not ask about upgrading my room but she indicated to me immediately that there was not any upgraded rooms even though the Marriott indicated that there were some available. This was not a big deal to me though since I only stayed for one night.

On my way to the room I observed a lot of trash and debris in the hall and it looked like it had not been vacuumed well in a while. The room condition was ok but not great. There were a lot of stains on the window shade and other wear in the room which leads me to believe that some of the rooms may be in need of a refresh. Also the walls in the hallway were pretty banged up on the way to the ice machine.

One thing that was irritating was that the TV remote was missing from the room. I looked for alternate ways to use it but could not find buttons on the side to control it. I attempted to use the phone to call the front desk to report the missing remote but either the phone was not working or I could not figure out how to properly operate it. Either way I went back to the front desk to ask for a new one. The same clerk that checked me in said that she would have one sent to me but that never happened.

Another issue that I had was that the hot water did not seem to heat up properly in the evening. I had it turned up full blast and it was barely warm. It did work better in the morning but not the night before.

Finally typically when I check into a Marriott property the clerk will thank me for being a Titanium member and offer a welcome gift. The clerk did not do either of these things. Overall I did not feel wanted at this property.

I did contact customer care to try to resolve this before leaving a negative review. Customer care did email me back to apologize for the experience and told me that I would hear from the executive staff in 3 to 5 business days. That didn't happen so that also made me feel like my business is unwanted.

This was probably my worst experience at a Marriott property and I visit them everywhere around the country. There are many choices in the Chicago area and The Westin in Lombard must do better than this if they are going to charge a...