Embassy Suites by Hilton Chicago Naperville — Hotel in Naperville

Embassy Suites in Naperville was the location we decided to host our wedding reception which took place Summer 2023, and I have to give my compliments and huge props to every single person we encountered and interacted with throughout the entire process. We chose Embassy because their banquet hall was very flexible and large enough to host our huge reception and we were able to secure a very reasonable block rate for all of our guests who decided to stay at the hotel during the event. The rooms themselves were also excellent and clean, and family who came into town enjoyed the hotel pool and surrounding activities in the area. The hotel is located close to multiple excellent restaurants that are walkable distance. For everything else though, driving is more convenient, there's a Costco nearby, and downtown Naperville, the Morton Arboretum, St James Farm, and many shopping districts. The hotel offers a great selection of wedding packages and the food was top notch, both what was provided at the reception and what the hot breakfast buffet included. The lobby is huge and beautiful and relaxing, it was an excellent gathering place for waiting guests, and taking photos. The complimentary evening reception at the hotel bar was also enjoyed by many of our guests during their stay. Khulood was our primary contact and coordinator, and she was incredibly pleasant and professional to work with. Their executive chef is clearly passionate about his work and was incredibly accommodating to our feedback during the tasting session, and boy did the entire service and kitchen staff deliver! Our guests loved the reception food and the hors d'oeuvres served during our cocktail hour. Quite a few guests also commented very positively on the quality of drinks and alcohol served during open bar. All of the service staff were very hardworking and proactive about running the reception as smoothly as possible and providing an excellent experience for all of our guests. Reflecting back on feedback from our guests and my own experience as the groom, I can't recall a single negative comment from anyone. I was just impressed by every single person on their staff and they way they cared for all of us. The reception staff provided a very warm welcome to everyone who checked in, myself included, and even their housekeeping staff were diligent about tracking down a misplaced item for me! I had swapped rooms during the weekend and didn't realize I had left a pair of dress pants in the previous room until I was packing up my bags on the last day, but to my huge relief, housekeeping had kept the item and were able to return it to me when I checked out. The only area I could see for improvement was how their block reservation system actually handled our guest reservations, something which seemed to stem from a corporate level limitation. We had some problems with some guests getting the wrong rates or didn't have the right room availability information, but again, I have to give huge props to the reception and admin staff at the hotel itself, who I could tell were doing their absolute best to sort out all of the hiccups caused by their technology. In the end, they were able to sort out all of the issues and the staff there had amazing attitudes and worked diligently to make sure everyone got charged correctly, and also make sure everyone got the room type they wanted. Even going the extra mile of sorting out available rooms in a full hotel during a busy summer season when some of our guests needed earlier check in. The staff really went above and beyond! Operationally, it seems like someone at a higher level needs to sort out some of their internal systems, but everyone at the hotel did their absolute best to ensure every bit of our experience and our guests experience was pleasant and accommodating. I would highly recommend considering Embassy Suites Naperville for just a normal stay, but even if your needs are very complex and you're trying to host a major event like a wedding reception or other large group gathering, the entire team there...

My dental hygiene class and I stayed here for our conference. It started Friday when I checked in via app and noticed one of the rooms was not correct. We booked back in September and we booked 5 rooms with two queen beds each. I booked with an agent over the phone. Since we had a fundraiser for this conference, I had to get an exact amount so my professor could give me the money. I doubled checked the reservation down the road and called and verified everything was correct. So I go up to front desk and they apologize and say they can fix the one room they changed from a double queen to a king. I say great thank you. I come back at 4pm to check in and get room cards. Turns out all of sudden within two hours they no longer have 3 out of our 5 rooms. Now it’s 3 single king rooms and 2 double queens. I was confused how that happens in a span of 2 hours. She admitted they gave the rooms to people who decided to stay an extra night. The assistant manager to be clear. I explained we booked in September and she rudely says everyone pre- books. Her attitude was very crappy. Then when she gives me the total per room I notice in total it’s $300 more. I was confused where the extra $ is coming from. She says it’s an extra fee. I said I called and asked the agent for all this information and never brought up this fee. She knocked it down to $100 after I explained the situation and how we weren’t prepared for the extra $ as I had ensured through multiple phone calls that I had ALL the details due to it being a school trip. So it’s all set and we go up to rooms. Our sheets and comforters were stained yellow and red and they NEVER replaced them. Housekeeping did not clean. We had half eaten cake in the fridge from the last guest. They never took out the trash. That is so disgusting on so many levels. The room was not clean. So then I get a call from another girl in our group. She asked the manger for clarification and she goes “oh I was gonna call her (regarding me since I paid and the reservation was under my name) we longer can switch you guys back to the correct rooms tomorrow night”. Then the assistant manager proceeds to NOT contact me regarding this even though I directly told her anymore issues had to go through me and not the other girls in the group and she agreed. I go downstairs to straighten it out, as she’s zips up her coat and LEAVES. That was FRIDAY! there was NO manager the rest of the weekend! The girl up front was trying her best but she was stressed and her managers left her to drown. I explain my concerns and she was sweet at first and said she understood our frustration. She gives us a discount on the rooms. And Sunday we go to check out and she’s throwing out two different numbers (and I have to keep track of everyone single dollar due to this being a program trip) and I said I’m confused could you explain and RUDE as can be she goes “what are you confused about” are you kidding me? Then she stands there asks the girls behind us (from a different school from the conference) if she can check them out if it’s a quick check out and the girl politely says no because they were told they were also getting a discount for their troubles. The girl up front goes once again in a rude tone “who told you that” and the girls replied “you did!” And the desk girl goes “oh shit”. There was a 300 plus person conference on top of a hockey team staying there and regular guests. You could not have had a manager?! And the attitude and laziness. If you can’t handle that many people, then don’t book that many. We all understood 4 rooms were out due to weather but what made it worst was the attitude, dirty rooms, and their hesitation to help us at all. The assistant manager also told us when we were asking if the rooms would be fixed “we can give you a full refund and you can book another hotel. First of all, this was after it was THEIR fault this was happening and two that’s not policy. Secondly, our conference was at this hotel! They admitted they...

I stayed here this past weekend for 1 night (thank goodness it was just 1 night) with 3 other women. I have never had this bad of an experience in any hotel. We had issues starting from check-in. Problems: -I checked-in using the app the day before and chose the room I wanted. The feature where you can use your phone as your room key lit up red and asked me to go to the front desk at arrival (I assumed it was confirm my credit card on file). Then when I got there the next day I was told I couldn't have the room I reserved or chose the day before. Why would it even be an option to choose a room that isn't available? -After reserving a 2 queen 2 room SUITE two months in advance, I was told they overbooked and was given 2 king rooms (not suites) across the hall from one another. I asked for a connecting room at least and was told there weren't any available (this would have solved a later issue). -The person at the front desk at check-in was very rude. -Pillows I requested to be delivered using the app when I did the mobile check-in were never delivered. -2nd room not ready for over 1 hour after being told it would be ready in 30 minutes and having to call to ask when it would be ready. Housekeeping was in the room for 45 minutes so I'm not sure what she was doing for all that time. -Door of 1st room didn't lock (was fixed after speaking with 2 people). We only knew because we had to walk back and forth so I guess the 2nd room was a good thing? -The 2nd room's food/beverage tray was not refilled. I did call down to tell them so I wouldn't be charged but was then told they are complimentary. -The 2nd room's floor was sticky. -One room's door keys stopped working (luckily my phone worked to open the door). -Security was called on us at 8:30 pm (5- 30 year olds and 3- 50 year olds) for a noise complaint when we were just talking and laughing (we were definitely not a rowdy bunch, it wasn't late, and it was a Saturday night). All but the 4 of us who were staying at the hotel left by 10:30 pm. -Security told us it was the room next door that had called. I don't think they are supposed to do that. -However, you can hear EVERYTHING next to you. We were able to hear the people next to us talking in normal voices. A connecting room would have solved this issue. -There were over one hundred fifty 9-14 year old boys staying in the hotel that kept ringing our room's doorbell (yes, our room had a doorbell...) from the time we checked-in until 10 pm. I only saw any adults with them right around 10 pm when I'm assuming it was lights out. -Talked to manager on duty (the executive head chef) who said he couldn't do anything because he has nothing to do the front desk and reservations. They definitely need to have a real manage on duty when they are overbooked and have over 150 kids staying there on a Saturday night. -Nicole at the front desk said they were going to comp our stay when we explained all of our issues and then she called back to say never mind, she can't do that and we would have to come down to talk to the executive chef again. -The room sizes are smaller than even a typical hotel room, not even close to the size of a normal Embassy Suites.

Pros: -Security officer was very nice and seemed very overwhelmed. He seemed frustrated by the people next to us who kept calling in noise complaints on everyone (he said they were calling on multiple rooms) and the kids who were not being supervised properly which wasn't the hotel's fault. -Morning breakfast was good and there are a lot of choices. -We ended up not needing extra pillows anyway. -Comfortable...