Sheraton Suites Chicago O'Hare — Hotel in Maine Township

An okay hotel near the airport with a lovely big atrium in the middle and nice staff! Although the hotel rooms do not live up to the Sheraton standard, older furnishings and broken lamps/furniture. Free, good internet if you are a member and good price for car parking. Transfers are free from the airport every 30 minutes (domestic) except late evenings when advance notice is required. For pickup at International Terminal 5, you must always call. Pick-up takes place at exit 5 E (far right seen from the inside). You have to stand outside and wait and it was a bit crowded with different vehicles arriving. The hotel is also very close to the large garage for pick up/drop off a rental car (the local train from/to the airport also goes there, free of charge). The hotel has been taken over by Sheraton a few years ago. The hotel has a small lobby with reception, a seating area, an ATM machine and a kiosk with soft drinks and snacks that is open 24 hours. Check-in was quick and the staff is nice. I do not recommend booking rooms with club lounge. First they not inform what is included on their website or opening hours. There is no email address for the hotel to asking. When we ask at central booking, they forward the question to the hotel, but it took a few days before we got an incomplete answer. When we ask directly at the hotel they say, soft drinks and snacks are included but no alcoholic beverages and the same breakfast as the usual buffet breakfast (which is not large). According to certain staff, the lounge cannot be purchased on site unless you are a member at the highest levels. Can be booked in connection with the room reservation. Although the staff doesn't seem to know much about the lounge! The hotel has a lovely large atrium in the middle where you look up at the different floors of the hotel. There is also the bar and the breakfast is served there (included if you have chosen this in the room price, otherwise you can pay extra). Available both as continental and buffet. The buffet breakfast is limited. There is bacon, scrambled eggs, sausage, bread and juice. Omelett costs extra. Not the breakfast we are used to in Europe. But nice to sit in this atrium! 3 large elevators take you up to the floors. It smells fresh in the hotel corridors. The rooms consist of a larger window facing the loft passage/corridor that can be drawn. The rooms are carpeted (like so many hotels in the US). The room goes in beige (albeit a boring one). Older décor which is okay but not luxurious. The hotel itself says that the rooms are renovated but it must be the bathroom in that case in my opinion. You enter directly into the first part of the hotel room, which contains a sofa, a large flat-screen TV, a desk, small bar/fridge with a coffee machine and a free safe. Then there is a hallway towards the bedroom area where there is a wardrobe and on the opposite side entrance to the bathroom. Depending on what you booked, the bedroom part has 2 separate beds (queen) or a king-size bed. The bed is okay, a bit hard compared to European standards. There are 2 chests of drawers, large flat screen TV and an armchair as well as a floor lamp. The room is well-kept, but still there is a thought that it is not so fresh. Very dark in the room and older carpet. The maintenance of this particular room that we stayed in was below all criticism. The floor lamp in the bedroom area was crooked and the lampshade damaged, dented. A drawer in the dresser is broken, cannot be closed. The sofa out in the living room is soft, old. The room was chilly (it was minus 15 outside). When you turned on the heat at the air-conditioning system, there was no heat at all coming. The bathroom was the best and renovated. Large mirror with nice lighting, shower in low bath and low step. Plenty of towels. Products in large reusable bottles. Good room service. Quick and pleasant check-out. Okay hotel but they not keep after the maintained so the price is to high for the moment for the...

I have stayed at this hotel literally hundreds of times in the last 20 years. This particular stay was terrible, much worse than usual. I was given a room where the air conditioning did not function well. Upon check-in, the front desk clerk asked me if this was my first time staying there. (Don't you have a system that informs front desk personnel about frequent customers like me?) I asked for all feather pillows in my room, which I didn't get, and I had to call 2 additional times before they were finally delivered. An engineer was sent to my room to check on the air conditioning. He came and immediately told me I was wrong, the air conditioning unit was working properly, and that if I waited a couple hours, the ductless system would eventually catch up and reduce the room temperature to what would feel comfortable to me. I told him I'd already been there an hour, and there was no marked improvement. I deeply resented being told I was wrong about the room comfort level and the functionality of the air conditioning unit. Most hotels in which I stay have systems that can quickly change room temperatures. I am a Starwood Lifetime Platinum member, not some rookie traveler. I got moved at my request to a different room where the air conditioning functioned properly. When I opened the mini-refrigerator, there was a soggy towel and a pan full of water left behind in it. The fridge was being defrosted, and whoever cleaned that room forgot to finish the job. I asked for housekeeping to come up and clean the mess, and it was done half an hour later. Later, I went downstairs and asked the manager if he was aware of the messy and disgusting fridge in my new room, and he said no, and asked what happened. I showed him the picture of the soggy towel in the fridge and the pan full of water, and he apologized, though in my estimation it was a very half-hearted apology. This hotel changed management approximately a year ago, and in my estimation as a very frequent guest of the Sheraton Chicago O'Hare, it is not an improvement. It's abundantly clear that hotel infrastructure standards for guests aren't maintained very well. The wifi internet in the rooms is slow and often plagued by weak signals. The front desk personnel aren't trained very well to identify via software who might be a long-time customer (like me). Over the last year I've noticed that employees openly discuss ugly internal job issues in front of customers (especially in the restaurant and bar). They do not have a happy workforce, and most of all, I left this visit with the belief that the manager on duty the night I was there was quite indifferent to my problems. Over 20 years of stays at this hotel, I watched it experience peaks and valleys in terms of performance. The last year has been a valley, in my estimation. I hope it gets better, because my business (walking distance) next door makes this hotel nearly a mandatory place to...

One of the beds had a clump of hair in it and the other had remnants of a cheese doodle like snack. I spoke with the front desk and the person stated that I may have been sent to a room that was not ready. The issue is that both beds were made and it appeared to be ready for a new guest until I turned back the covers. The next room had a 3 foot crack in the bathtub wall and it appears to be partially caulked. I went to the front desk and was told that the crack would be repaired while I was at work. When I returned from work, the crack was still there. The supervisor at the front desk said that her understanding was that I was contacted and told that the crack could not be repaired until I checked out. I was transferred to another room. When I returned from work the next day, my door was unlocked and partially open. I went to the front desk and asked if there was a reason for my door being open. I was told that it was cleaned during the morning and must have been left open since that time. After I stated that this was completely unprofessional considering the other issues that I noted during my stay and multiple room transfers, I was offered use of the club lounge. Upon check-out, I was charged for 4 phone calls that were made from my room while I was at work. I did not use the hotel phone except to call the front desk and report issues with my room. The front desk admitted that they may have been made by an employee. I was told that the charges would be removed. I received 2 copies of my final bills that included charges for those phone calls. I have to submit this bill to my company and they should not be charged for calls that were made by someone while I was not in my room. I had no guests in my room and was at work when these calls were made. I called the hotel after I checked out and asked to speak with a manager. I was given a choice of the front desk manager or general manager. I said that I will start with the front desk manager. I was then told that she was not in. So I asked to speak with the general manager and also told that he was not in. This was very disappointing. My company sends several employees and clients to this hotel and I expected a higher quality of accommodations and service. I called the Sheraton customer service line and filed a complaint. I hope that a full investigation is conducted and these charges are removed expeditiously. This was unacceptable and my view of the Sheraton brand has changed. I hope that someone examines management, policies, and customer service practices for this property and ensures that changes are...