Hilton Chicago/Northbrook — Hotel in Northfield Township

I checked in Monday after 9p. I asked what was the latest checkout time I could have without additional charge and the lovely front desk attendant said 2pm. I explained I had meetings in the morning through 1p and profusely thanked her. We shared a laugh, she was so nice.

Wednesday I come back to the room and find the cleaning staff never cleaned the room. I understand many hotels opted to an "opt-in" only model where you needed to request room cleaning. So I called to ask what the process was or the norm for this location. I come back Thurs evening to a lovely gift left in my room of wine/cheese and crackers and fruit as an apology for missing a room cleaning. I was so surprised and then worried I'd somehow been rude because it felt like an over correction. I went to the front desk to express my thanks and how touched I was.

Today I join my work calls as we have a critical outtage and I needed to be on the call to debug one of our systems. At some point before 12 I hear a knock at the door from maintenance giving me the boot and explaining to me I was supposed to have checked out. I explained I had late checkout and I was in a meeting. A little while later cleaning staff knocks on my door while I'm leading the same call I've been leading all day to tell me it's time to checkout. I explain I have late checkout and she shares it wasn't on the reservation. I explained that the woman at the front desk told me I could late checkout at 2. She said she needed to go check. I offered if that turns out not to be the case to have the desk call (assuming, ignorantly, that a conversation would be had with the woman who checked me in and all confusion would be cleared). About 30 minutes later my room phone rings telling me I don't have 2pm checkout and that's reserved for diamond members only at this location. I explain that I was never asked about diamond or told it would only apply to diamond members I was only told, "the latest you can checkout with no additional charge is 2p" and I honestly don't know how that's my fault and I cant physically get out of here any sooner at this point.

At that point I apologize to my work team and explain I am being kicked out of my room and must leave early. I try and pack up swiftly. I get done 30 mins before 2. But I have 5 bags, a small cooler bag, a plastic bin and some clothes on hangers.

I call the desk to get a luggage cart assuming my key has been deactivated due to their checkout time and I can't make multiple trips without getting locked out. I call, get a prompt answer asking if I can be put on a brief hold. I say yes and then proceed to spend the next 20 minutes at 1:35p today on hold from my room phone to the front desk. At this point I feel psychologically stuck in my room. I call back and get the same person completely unaware they'd put me on a 20 minute hold to which they never got back to. I beg them to please send a cart so I can leave as I was trying to get out quickly since they said it was so urgent I depart despite what I was told the night I checked in.

The maintenance man brings the cart, I give my apologies saying I tried to get out 30 minutes ago since they need the room but was put on a 20 minute hold by the front desk before being able to ask for a cart. Honestly trying to make up for any inconvenience I caused. He clearly misunderstood me and gave the most uninterested, "sorry" I've maybe ever heard. As if I'd just inconvenienced him once again for trying to apologize further.

I chose to stay here, 5 extra miles away from our corporate office so I could remain loyal to Hilton. I spent the last 2 weekends traveling with marriott folks trying to convince them to convert to Hiltons. I didn't need champagne and fruit and cheese and crackers, I needed my 1 request of how late I can checkout on Friday, the 2pm I was told, to be honored.

I sobbed my way out of the hotel today completely shell shocked, having never felt so unwelcome at a hotel in my life. I deleted my hilton app today and I will not be returning. I am...

My husband and I got married at the Hilton Northbrook/Chicago on 09/24/22. My first thought the morning after the wedding was that we should have eloped and that it felt like the Hilton has never hosted a wedding at their venue before.We booked our venue July of 2021. After signing the contract, my main contact person changed twice, which didn't leave me feeling too great, but we rolled with it. For reference, Karen was our coordinator for the day of. Let me preface this and say- THEY WERE EXTREMELY UNDERSTAFFED THE ENTIRE WEEKEND. We had our rehearsal dinner at the restaurant at the hotel. When we got there, I had to track down someone to take us back to our private room. Service took forever and we basically had to pour our own wine the entire dinner. Food took forever to come out as well. Now onto the wedding day and everything that went wrong and what the hotel did to make it up to us after the fact. 1. Ceremony time as discussed was 5pm, bumping to 5:15pm if there were any stragglers. We were told by Josie, who was associated with the catering staff, that the ceremony couldn't start until 5:30pm because cocktail hour didn't start until 6pm. We ended up starting at 5:20pm or so. When discussing our issues with Karen later, she said it was our DJ delaying the time, which was not true. Remember Josie, she pops up again later. 2. Now let's get to the issue with the "bartender" at our wedding: a) My husband provided his own bottle of whiskey and told Karen that the whiskey we provided would be for my husband ONLY. My husband went up for his first drink and found that 90% of the bottle was already poured to other guests without my husband's permission. Our photographer ended up ordering a replacement bottle for us and the vendue did reimburse us for this. b) We had signature drinks at our wedding and my husband's was an old-fashioned. I created bar menus for our guests. The hotel staff overseeing our wedding apparently did NOT know how to make an old-fashioned, nor did they ask the actual bartender that they have on staff at their restaurant because they were making the drinks with Sprite instead of simple syrup and then proceeded to blame ME for not including it on the bar menu. Restaurant staff should not be covering events. 3. Cake cutting - we had two different flavors of cake. Only one was served to our guests and the remainder (excluding the top tier) was thrown out....which leads me to... 4. THIS VENUE WILL NOT BOX YOUR FOOD FOR YOU EVEN THOUGH THEY HAVE A FOOD MINIMUM. We ordered extras in order to meet our food minimum and it was NOT communicated to us that the venue will not save the food that we paid for. When I found out the night of the wedding, I was told VERY rudely by Josie that "We don't box food." Josie should not be communicating with any guests. We were refunded half of the plated meals for people who were not able to show last min but that's all. If I would have known this prior to signing with the venue, I would NOT have signed with them in the first place. 5. They messed up our honeymoon suite. When we originally toured the venue, we were shown The Waterford Suite. The Alpine Suite was booked for us by mistake (a room with a murphy bed, c'mon). I didn't know the names of the rooms prior and once I saw the room, I had to spend 30-45 mins out of my reception getting it sorted out. The hotel did end up giving us rewards points to use at any Hilton later on in apology for the mixup. 6. At the end of the evening, the staff did help box and clean up all of our stuff, but we were told we could not store any of the items in any of their extra rooms and I had to organize getting all of those items up to our suite. After everything else that happened that evening, this was just icing on the horrible cake. Even though the venue did do a bit to take the sting out of the many mistakes that were made, we still regret going with the Hilton Northbrook for our wedding venue. Do yourself a favor and book a...

An honest review I wish I had had before booking this place.

Overall it was safe, not super clean, but did the job. It is absolutely not worth the money. Two nights costed $311 total for a room that was not clean. I don't care that it was dated. I cared that it was dirty. The lobby is so misleading since they seem to host a lot of events in their banquet halls, they have to be nice upon first glance, but as soon as you are out of the lobby the hotel is downright dingey. The second floor had lights out that made it look like something out of a horror movie, house keeping trays with food stayed for at least 24 in the hall, but possibly longer.

THERE ARE NO DUVET COVERS. Just two flat sheets and a duvet quilt between the two. This really sealed the deal for my review, otherwise I could have gotten past it.

The hotel was having issues with the credit card reader when we checked in. I had already paid the room in full and they just needed to hold for incidentals. It is $50/night for incidentals which is absurd to me, but whatever charge away. The employee told me it would take 2 weeks to refund which was also frustrating. Well I had to write the card number down and authorize the charges, again fine, computer issues happen I really don't mind. However, I was charged $453+ on the card. One charge for $100, got it, two charges for $99+, and one charge $154+. I ask the front desk that night after dinner, they can't do anything while the system is down, fine I can wait until the morning. Morning brings new staff, still nothing can be done, fine I'll address again at checkout, maybe it'll refund automatically. Upon checkout there are two women working the counter. The older woman, I think her name was Medina (started with an M and slightly too far to see) insisted that the "Hilton Hotels and Resort" located in Northbrook, IL was not for their hotel. She kept insisting to which I got frustrated as she was clearly brushing me of, venturing into the rude territory. Luckily the younger woman who I didn't get the name of, actually investigated by back tracing the card in the system. She spent a few minutes looking and correcting the issue and was super apologetic, which was kind but it wasn't her fault. Unfortunately the charges are still on my account and I have to fight the credit card company now to refund the issue.

The rooms are dated which is fine, but they aren't clean. Look at the pictures I took after entering the room within 10 minutes. Also, the duvets do not have covers which I found super icky. The duvet is simply sandwiched between two flat sheets. We thought this may have been a mistake and requested cover, found out the housekeeping staff were gone for the night (our mistake) and were offered a duvet from another room (fine by us) only to be presented with another sandwich. Again, super icky. The duvets are yellow from wear and I can only imagine the last time they were washed. I went so far as to check for bed bugs I was that grossed out but luckily there were none. The bathroom felt like an after thought in design, super tiny. For the average person you kind of have to angle yourself to the side of the toilet to close the door. There were liquids and stains on the tables and bedframe, again gross, no idea what they were on and around the bed. I pulled back the mattress protector to find red stains that one could guess at the source. The towels were clean, the microwave was not, and the mini fridge was super old and kept inside a cubby that caused it to retain a LOT of heat. The phones were so grimy, I was beyond grossed out. The AC kept the room cold, the lights worked, and the carpet...