Hilton Garden Inn Chicago OHare Airport — Hotel in Maine Township

I appreciated the digital check-in and digital key, which was super convenient because I was extremely busy during my stay there. What I did not like was the cleanliness of my room or service at the front desk. When I came into my bathroom, I noticed there were pubic hairs or head hair strands in the tub and on the bathroom floor/wall. There were some nice people I spoke to, I wish I had asked for their names because they are the type of people I think of when imagining hotel service. One was a man who was standing with a tablet asking if I was hilton honors, a woman with blonde or light brown hair behind the desk, and a man in the dinning section who gave me plates. However, there were several people at the front desk who did not speak to us when we walked in or out of the building. Typically, when I approached the desk, there was a female worker with big hair. When I asked her questions, she would answer them in a short rude tone and never smiled. Before my stay, I called because I was unsure how the parking worked. I was placed on hold for 10 minutes, and the girl I spoke to was also very short and not hospitible. I am unsure if this is the same female worker. I did not know about the shuttle busses on my first stay so I walked. I was excited when I found out about the shuttle, I asked the girl with big hair about the shuttle and she told me just to scan the qr code. I felt dismissed. On Saturday I called the front desk to ask when the next shuttle was leaving and no one answered the phone. I waited 10 minutes and called again and a female worker answered the phone, I asked when the next shuttle was leaving and she responded "leaving at 10" and that was it. At the time it was 9:55pm so I rushed downstairs, when I got downstairs there was 4 other people waiting for the shuttle. We waited 10 minutes after 10pm and then our driver who was talking at the front desk came outside and asked us if we were waiting for the shuttle. We responded yes and he apologized for us waiting. There was a woman there who looked upset and she stated she needed to be at the airport. He told us when he dropped us off that we should call the hotel front desk when we need to go back to the hotel. I really appreciate him telling us that because no one else did. I wish this was the type of hotel where you can come, relax, and enjoy you're trip, but I became more annoyed the longer I stayed. For over half a grand I would have expected a much more enjoyable stay. Also, I was under the impression hilton honors member get free water bottles each night you stay, I stayed 2 nights with 2 of us in the room and they never brought more water bottles. Lastly, the parking lot is not set up right. There were times where taxi or uber drivers would drop someone off and stop before the gate because they believed they would have to pay and it holds up getting in. Maybe make the sign bigger so people can clearly see first 3 hours are free or make a different lane for taxi drivers, I wouldn't be surprised if there weren't any accidents at that...

Ruined my first day of traveling, staying here was robbery and a nightmare! I've spent over 3 hours between flights and layovers with corporate and the Ohare Hilton with numerous phone calls and emails and have yet to have this $300 in charges resolved. No one can help. Corporate will point to deal with Ohare Hilton directly but no manager on site and no assistant manager at all. Was charge a $300 smoking/vaping charge. Mind you, the entire hotel smells like a marijuana dispensary and WE DON"T smoke. Was never notified I was charged until 3 hours after I checked out and was literally up in the air on a flight. ||Called told them we did not smoke. That's not good enough, they have a report they said. There report and sensors need maintenance. It said the room was 76. degrees, I had the thermostat set at 70, it never got over 72 and we did not smoke. Tough luck I was told. Until I went through my pictures and found one of us at the hot tub time stamped at the supposed time we were supposed to have been smoking in the room. Called corportate, got hung up on. Called back numerous times, repeadtly hung up on. Called the Ohare location back was told by 2 different workers, one being Julissa that we were not the only ones who got the charges. Weird. I said we had photo evidence and they needed to do maintenance on their system we obviously weren't smoking and there temp report was also wrong. Sorry can't help you.||So corporate nor local can give me my vacation money back, even though I have proof, and it was THEIR MISTAKE!! I literally just got robbed by a supposed reputable business that has no customer service skills nor are you able to get anything resolved they will just take your money.||My bank saw the evidence we have and say a dispute won't be a problem BUT the issue is it will take awhile to get the money back. That was our vacation money. We are young and saved for this trip only to have this Hilton airport hotel rob us and not have any way to resolve the issue for their mistake. So beyond being out of our $300 on vacation it also took up over 3 hours of our time to GET NOWHERE!!! Avoid this place like the plague. Luckily we had pictures proving we didn't do it for our bank dispute but this place likes to do a sensor charge and leave you in the lurch. Reporting to Better Business Bureau too. I don't know what happened...

UPDATE: since I just saw his response. This place is very persistent on something they are very wrong about! As I stated in my review, no one was smoking and or vaping in the rooms. We are hairstylists who came for the Americas Beauty Show and we use a lot of aerosol cans - hairspray. This morning after receiving the bill we went to the front desk, I’m not sure her name but she was blonde and she was the only helpful person we’ve encountered this entire time. She even said the system should be tested again and checked because she was sure that’s what set it off. These aerosol cans let a lot of product into the air that creates clouds around you. When she said they should just take the charge off, because she believed us, the other girl snapped at her and said ‘he doesn’t want us doing that’ very suspicious situation and it’s frustrating that people 27+ year olds have to be called liars and charges a ridiculous amount for nothing. If the system is so accurate why didn’t it go off in the other room where we were doing the exact same thing? Weird.

If I could give this place 0 stars I would. Yes it was a nice hotel and was convenient for what we came for but everything else was horrible. From the time we checked in until we checked out the staff was INCREDIBLY rude and gave out a LOT of misinformation. They also tried to charge one of our rooms a smoking/cleaning fee when NO ONE in our group smokes besides one person who went to the designated smoking areas outside (which there are signs for) when we asked for more information on that or for them to even come to the room to smell for smoke. Everyone refused to look further into it and it’s extremely frustrating we are having to pay over $600 for no reason. The front desk girls especially were very rude and wouldn’t listen to anything we had to say and everything was always a hassle. I will never stay here or another Hilton Gardner inn again. Get new staff that has customer...