Best Western Naperville Inn — Hotel in Naperville

UPDATE: I received a call from Joy(General Manager) the day after the review was posted. How convenient that it took a review for my ring to magically appear. You have some shady & dishonest people working here! In the following days I was communicating with CJ (General Manager) to arrange the delivery of my ring. He stated that they could not ship out the ring to me and that I had to cover the cost. I explained to him that it was clearly not my fault that the staff did not want to hand me over my ring when I requested it multiple times because it was “lost”. Days passed by and I found myself traveling back to Naperville from NY and had arranged with CJ to pickup my ring from the receptionist (Silvia). When I arrived on Saturday 5/31 Silvia handed me an envelope that CJ had left for me to pickup. Upon opening the envelope I found a women’s ring that clearly wasn’t mine. I had given CJ a description of my ring (Gold male ring with a red gem in the center) which he confirmed they had and somehow left a women’s ring that did not match the description. Not only did CJ make me waste money that day he wasted my time which is the most valuable resource to me. CJ apologized to me the weekday after saying that it was his mistake but they did indeed have my ring in the safe. He then told me that he would mail it out on his behalf because of his mistake. Days passed by and no sign of a tracking # or anything from CJ. I had to call him back every few days to check up on the status. There came a point where enough was enough and I requested to speak with Joy directly because of CJ’s incompetence. The communication with Joy was easy and direct. Joy had my ring shipped out the next day. This is how a general manager should act: helpful, direct, efficient. My ring finally arrived on 6/20. One problem, the ring came in with damage that seems to have been caused by a tool. I have my assumptions as to who & how this damage was caused but at this point I am not surprised. Earlier that week Joy had sent me a picture of my ring to confirm that it was mine and no damages appeared on the photo. Attached below are the pictures of the ring that CJ left behind on 5/31 & the ring on 6/16 & 6/20.

Stayed overnight on 5/12/25 and checked out the following morning. I realized later that day that I had forgotten my ring on the night stand. I called the hotel and spoke with Victoria aka Vicky(front desk manager) and explained the situation to her. She told me that she would speak with the Housekeeping supervisor (Romero) and get back to me. Hours passed by and I had not received her call back so I called back again. Victoria answered again and told me that she “thinks” that the housekeeper found my ring but she would confirm and call me back. Hours passed again and still no call back from Victoria. I called the hotel once again that evening and another lady answered the phone and informed me that Victoria was gone for the day but would give her my message. The following afternoon I gave the hotel a call and Victoria answered and informed me that the housekeeper had not found my ring. I’m not sure how you go from “thinking you heard” that they found the ring one day to not finding the ring the next day. I hoped that the housekeeper in charge of cleaning the room would have done the right thing and turned in my ring to the lost & found but unfortunately that’s not the reality of life. It is what it is. I should not have taken off my ring and forgotten it. It is safe to say that the communication on behalf of Victoria...

Stayed here a year ago so decided to stay again. Last year same amount of people no problems. This year made my reservation for 2 adults 5 children all under 17 youngest is 3 oldest is 17 printed out my confirmation. Checked in on Saturday no problems. Than on Tuesday after a outing arrived back at hotel a BMW was taking 2 parking spots I parked next to it 2 oldest children exited vehicle stood behind our car as we were getting younger ones out. As we were walking into hotel the 2 oldest say some woman came out asked if they were staying at hotel and asked what room ...I said do you see her. So she asks a minor what room !? she was behind counter staring at us when we walked in. As we got to elevator here she comes. Still staring. I send everyone up to room ask her if there is problem. She hasn't identified herself to me has no badge. She says what room are you staying in. I ask her why she says you can't all stay in that room. She looked on her puter said reservation only for 4 adults. I pull out my print out show her . She checks her puter again and says I will have to charge you for extra people. I state that on their website children 0 to 17 are free. Very unprofessional the way she went about everything asking minor children what room they are in when there are 2 adults she could have come around car and asked. We noticed there is never many children at hotel so we believe this woman whether she be owner or someone from corporate just wants to rent rooms to adults with no children and to the foreigners. Because 98 per cent of people there during both ours stays did not speak English nor did they have children. The regular staff are very freindly courteous and helpful. I don't know who the woman was but she made best western look very bad. I won't be staying at any best westerns in the future. If your wondering yes she charged me for the children and yes I am disputing it. Not recommending this hotel especially to families. Funny your website says children 0 to 17 free. Does not say just 2. My major dislike is the fact a adult came out and asked a 14 year old if she was staying there and what room she was in when there was 2 adults right there she should have asked. I didn't know her she did not reveal who she was no name tag nothing. She could have been a human trafficker for all I know very unprofessional! !!!!!!!!! Fact is never had issue last year .. fact is she shouldn't have approached a 14 year old girl and asked what room she was in....fact is we had been there 4 days before she said anything why weren't we told at check in ...fact is she acted unprofessional gave off the air she was better than us and taking up 2 parking spots in lot shows how much she care for her customers and speaking to a 14 year old instead of a adult. ..and the way the staff was spoken to and yelled at very unprofessional. I wouldn't have been so upset if it had been handled diffrently..the staring ect ect Fact is you lost a...

When we got to our room, it smelled really bad but we still took the room due to our flight being delayed and us arriving in Naperville very late. The rooms have been recently updated which makes it feel like your in an amazing hotel hence the reason we didn't really complain about the smell. As I got myself ready to go to bed after such a long delayed flight, I noticed that my mattress had a dip in the middle. I decided to ignore that as well because I was so tired and just wanted to go to bed. During the night I tossed and turned for hours which did not make for a good night's sleep due to the horrible mattress I was sleeping on. (It was also a spring mattress but my mom's bed was not). In the morning, we were very unsatisfied and decided to see if there was another room we could switch to. The woman at the front seat told us that the only thing that she could so was check us out of the current room we are in, and that we would have to wait until 3pm to check into another room. I asked the front desk agent where we would be able to stay between the hours of 9am to 3pm. She told us that we would have to figure that out... I informed her that this was an extreme inconvenience and she responded that She still had to sell our room so we could stay in the room. After I asked for her manager, she told us that she didn't know if he was even go9ng to be coming in that day and there was nothing she could do. Once I told her that I was going to leave this review about how rude and unaccomidating she was being, this is when she took action and put us in another room. After my mom and I got settled I happened to walk past the old room we were in and there was definitely a problem. The hotel housekeeping staff had uplifted my bed and began to work on the room. The woman who was rude to us told me that she works at a law firm during the week and only works at the hotel one day a week. Well by her attitude you can tell she truly didn't care after such a long trip and a horrible night at her hotel. On the bright side the rest of my stay was great. The housekeeping staff was amazing. And the manager actually did come in and he...