Hyatt Place Chicago/O'Hare Airport — Hotel in Maine Township

ANYONE PLANNING TO PARK HERE FOR A TRIP DO NOT. We planned to leave the car here for a two week trip. Upon arrival we parked the car and went into let them know where we parked. They said the city was doing maintenance in that area so we should park somewhere else. We moved the car and made sure we parked it in an okay spot for our two weeks. We left and upon arriving back we called the shuttle and were told to wait outside for it. It was a windchill of -4 and we asked if we could wait inside for the shuttle and once it pulls up we’ll head out. We were told no we must stay outside. We waited outside for 7 minutes and called again. We asked how long until the shuttle arrived and they said six more minutes. Once again we asked if we could wait inside and were told no we must wait outside because he will not stop unless we flag him down. When he arrived, before he got to us he parked ant the median and waited for everyone to come to the shuttle with out having to be flagged down. We asked him about this policy and he said he stops by 5E always so that people can see the shuttle. We wrote it off and went back to the hotel and immediately went to where our car was parked due to it being so cold. The car was missing. Initially we thought it must have been stolen. We went to the front desk and said our car is missing. The person at the front desk said they had to move the car because of city maintenance and gestured to the rest of the lot on the map and said it should be somewhere here. They not only towed our car without our permission but also neglected to let us that they had moved it. On top of this they expected us to search their huge lot for our car in the freezing weather. Eventually the women called who I assume to be her manager who instead of offering to help us choose to yell at us and said it is not the front desks person fault and she didn’t move it. I understand she did not move it but the hotel is who did it and is responsible for our car while we are gone. Who else are we supposed to go to. Eventually the “manager” decided to help us while still yelling at us and called someone to get a shuttle and drive us to our car. After 5-10 minutes of driving through the lot we eventually found our car parked diagonally across two spots and one wheel off the end of the parking lot. We got in the car went back to the front to get our luggage for the car. Again the “manager” was hostile and not trying to deescalate the situation. All in all we spent $300 to come back and wait in the freezing cold for 15 minutes for the shuttle, come back to a car that had been towed to a different spot without permission or notification, and yelled at by hotel staff for 30 minutes after being told to wander a parking lot in the freezing cold.

Would like to note the shuttle driver and maintenance guy who actually helped were both amazing but the front desks staff...

I would give this place a ZERO if I could. My boyfriend and I paid $60 for a 3 day park and shuttle ride instead of parking at the airport. You simply park at their hotel and get in the shuttle that runs ever half hour. (They state that have two running shuttles). Once we boarded the shuttle there was a prove of paper that let us know how to track and get the shuttle when we return. I took a photo for later so I wouldn’t loose that because the driver and front hotel staff that day weren’t helpful in that regard. The problem wasn’t until we returned. We typed in the link and began tracking our shuttle. When we landed said he was 20+ minutes away. Once we made it to our dedicated spot for the hotel shuttles (indicated on the tracker app) we waited. We waited and waited and waited. The tracker doesn’t move. About a half hour later the tracker updated and said the shuttle was now 35 minutes away. Hoping we didn’t miss the shuttle we call the front desk. She stated we were in the correct spot, the van was blue and had their logo and just to keep waiting and that we must’ve missed it despite 2 of us sitting there in 30 degrees looking for a van that didn’t drive by. We waited and waited and waited. Once the shuttle got closer it stayed at 10 minutes away for over 30 more minutes. We decided we had enough after over an hour outside waiting for a shuttle with an incorrect tracker and things to attend to when we got home. Once we arrived to the hotel to see if there was anyway we could get reimburse for the shuttle ride we didn’t receive the front desk associate, Leslie, immediately told us no. Without even listening to our complaint already cut us off. We nicely asked for her manager, Ona Onjea. (which Leslie scoffed, rolled her eyes and stated she was on a phone call when we asked), This is where I would like to focus my review. Ona stated before we could even let her know what happened “because there was no way to verify how long we actually sat there for she was unable to process a refund or reimbursement for the 40$ taxi ride”. Again she basically straight up said no without even listening to her paying customers, she offered no apology, remorse or concern. When we repeated our problem she flat out called us dumb for not understanding the shuttle. Ona is truly unprofessional and not the person you should handle with customer service. She continued to raise her voice and speak over us right there in the lobby and refuse to listen even when her employee did state she took our phone call over an hour ago knowing we were waiting for the shuttle then. We warned other passengers before they got on the shuttle letting them know how scammy and unprofessional the management is...

I had arrived at the Hyatt on Tuesday, May 30th for a 4 night stay. My first impressions of the hotel were clean, nice and friendly staff, as well as very spacious. The amenities such as the bar, restaurant, pool, and gym were also very nice. Check-in was a breeze, however, I was hit with a hidden fee just to park in the hotel lot ($20 per night). I wasn't going to park anywhere else so I agreed to pay the $20 per night for the nights I had my rental vehicle. Moving onto the hotel room, majority of the room looked and smelled clean. The bathroom was clean as well except for the shower that had hairs on the soap dispensers (which also had no body wash, no shampoo, and no conditioner). I asked housekeeping if they could refill or replace the bottles and they didn't. The bed wasn't mad either, the towels were replaced and the floor was cleaned. On-top of that they threw away my prescription skin medication that was on the sink ($100+ worth of medication), hygienic toiletries, as well as a charger (Apple's overpriced fast charging cable). I went downstairs to the front desk to discuss the situation and they had requested the manager/owner to come and speak with me. She had apologized and mentioned she would discuss with housekeeping what the issue was in regards to my belongings. The owner later comes up to my room with toiletries and a charger that I could borrow until she figures out what went wrong. Due to inconvenience, she offers dinner free of charge for one night downstairs from their restaurant. I declined the offer and she offered me one free night of parking instead. I accepted the offer and believed it made up for some of the situation. She comes back up 10-15 minutes later with the charger that was missing from my room and I thanked her for that and then she mentioned that she would take back the offer for the one free night of parking. I was not going to argue with her but simply mentioned that it was alright (even though the $100+ of prescription medication was still not recovered so I suffered with peeling dry skin for the whole trip; not fun).

Overall, I did not let this affect my stay here as I enjoyed my leisure and business time out here in Chicago. If you do choose to stay at this hotel, please be mindful you are right next to a highway and a main road where you hear all the cars (even the modified ones) pass by. Make sure your belongings are either in the closet or stowed away somewhere (even cables and such plugged into the walls) as they may be taken. You may also be hit with hidden fees depending on what they offer. Otherwise, I enjoyed my stay for some part, the friendly staff and free breakfast (was meh) pretty much...