Staybridge Suites Chicago -- Glenview by IHG — Hotel in Northfield Township

There are very documented notes about the stay I paid over $200.* for and was lied to by staff annd robbed of another $150 leaving me on my daughters birthday weekend with $10.19 in my account. So we couldn’t do anything for her after just gettin there to do everything we could with her. 8-10 reps, 5-6 calls that dropped with no professionalism to make a simple call back leaving me to repeat this incident over and over again on each call! I only got 2 hours of sleep after driving 14 hours from Texas to stop in Chicago and get some rest and do a big birthday breakfast and the Shedd Aquarium with our daughter. My wife could no longer even go get breakfast to make for us because at 4:30a the money was stolen!. My wife is a chef so she’s upset because they said it was a full kitchen but it didn’t even have an oven. My baby wanted a pool to swim so we all got new matching suits and trunks only to find out the pool was broken BUT you could “SWIM AT YOUR OWN RISK IN 30 DEGREE WATER!) who ever said that would be fun or even safe to do?? Who wants hypothermia as a birthday gift. I may as well had of just walked down and jumped in the lake. I honestly am furious but no one under this brand or company cares what we went thru. $414.* of my own money went down to $10 in a matter of 5 hours. That money is held up in limbo for days but NOBODY ever even bothered to ask me or even just hear the story and offer me a reimbursement for the inconveniences, the extra 45 min drive to get here, all just to sleep 2 hours. I was told by the morning manager when we went to go talk to him.. (something he was supposed to take initiative on and do for us) but all he said was that we owed $57 and that’s all he knew. I told him we were not paying that because how would he get it? We only had $10 left in the bank account. He argued false information about me, with me in front of 8 other customers which is considered to be defamation of character after only 3 others being present. I can file a lawsuit against it, which I am going to pursue…. but there were at least 5 to 6 people in line behind me not including the staff and peoples children eating breakfast. So, he told me that they did not take the money from the card that the money shows that it’s still pending, ummm sir but my balance shows you all have robbed me so I’m confused? My wife told him we didn’t even have gas to get home now and He simply shrugged his shoulders right in her face, so disrespectful and hurtful. I was on the phone with the bank, where they told him Yes.. this was a Glenview error, the money is not in his account anymore and the 3 charges taking $407.**was in fact attached to the name Staybridge suites Glenview. He continued to repeat that they would “fall off” because it says “pending”. He must banks with hisself! Meanwhile for exact proof of how this even happened to be double charged was because my wife is full of life always excited and has lots of questions she needs answered for clarity. When the 3rd shift guy Mike saw us leaving to get food after we got settled from check in he asked for the card again. My wife brought it back down and I asked him “ what did you need the card for you’re not about to charge us anything else are you? He said looking directly in my eyes .. “ohh No. I just needed it on file for security purposes. I gave it to him and he swiped it. An hour later I got notifications of withdrawals that emptied my account, along with 6 other smaller amount attempts that got my claim sent to the fraud dept and will have to be closed now due to the name “Glenview Staybridge Suites” being listed on the account as who took it! Moving on.. my wife asked while we were down there… if the pool is broken why are you charging full price with no discounts for ppl who love to swim? He never replied really and then he just pointed to the stack of printouts that said “Swim At your Own Risk”. He said “it’s not closed”. It was 430a when we went downstairs to ask why I had been charged again after being told I wouldn’t. He says “yeah it’s just I put the information into my computer and we were talking about so much when you guys came in… I kinda didn’t remember if I had charged you or not… because when I looked back at my computer, it had timed out so I needed the numbers from the card in order to not get in trouble. They would think that I never saw the physical card with the name on it.” I said but you have now charged me 2 more times why? He looked confused and put everything on the 6am manager.. you know, the one that shrugs his shoulders when they mess up! I want a FULL REFUND!!! I mean every single red cent I want to see back in my account! This is absolutely ridiculous and hilariously not even the half of it! You’re asking about Glenview…. so I’m tellin you what happened there.. I haven’t even begun to tell you how we got there smh. Oakbrook is all I’m gonna say. Please refund my money for only getting 2 hours of sleep, given the wrong room type. being robbed there, ice rink instead of a pool, and mainly now, defamation of character. So he is saying I didn’t pay the first time and that I owed something I didn’t owe because we paid it already! So if anyone from the hotel needs to speak with us about this we can be reached at the email you have on file strictly from now on.. I’ll provide case numbers when someone that cares...

From the time I checked the front desk person seemed notwelcoming until I explained I was checking in.. I asked if I could get a third key. But was told I was given 2 . I then explained to her again that my daughter was with my husband and I and it would be very helpful. I then got the key. I have never had that happen before. I was then handed a sheet that trhet would be doing an hour long fire drill from 11-12.. I asked if this would ne the whole hour and was told yes. This was going to take place on a Friday,. We were never told the entire stay that the hotel does not clean their rooms on Sat or Sunday. We just wanted to get it cleaned and would have done this on our Thursday nigh stay,. on Sat. it took until morning when I asked if one needs to ask to have your rooms cleaned. I then went and asked another time to see if they had a toothbrush as I had forgotten mine. .They did not have them.. My husband went down to the desk on Friday morning as we were advised the day before. before to see if the could get the upgrade as Platinum Members. We had a full bed and wanted to be upgraded to a queen or king. The front desk person told him that he needed to check back latter in the day ( after 11). Same front desk person so it made no sense. The morning after our first night I noticed a stool very close to our window outside our room on the first floor. I asked if this could be moved as it was a bit creepy. It was never moved. What really upset me is that in the day we were leaving I asked the same front desk lady and she flat out said I never said that to her. That I must have said it to someone. It want until I explained that i had grown up with a situation like this and it made me very uncomfortable did she realize it was her. She then finally started to call to call, whoever it was she needed to.

I I had left my key in the room and asked if I could get a key, I was told my husband was given three. I asked if I could please have one as it was 7:10am. and my family was asleep. I finally got one. The room the entire stay never got under 72 degrees. It was very hot. I put the theras stat on 65, never went under 71. So sleep was horrible.,I went to eat breakfast on the last day in the morning., I totally thought it was open. I poured a waffle and was waiting ., a lady then told in a rude once again voice that they were not open. I felt bad and told them that. That I though I was open and I was very sorry. Not one word was said, not even my a manager who was helping getting the food ready.

I have never experienced such rudeness and a more unwelcoming experience at any IHG hotel in over 10 years. This trip really makes me wonder if I will stay with this completely any more. Makes me sad. I do have to not though there was a guy we saw on Friday morning at the breakfast bar named Russel. He was VERY kind. So so great and he was very helpful. Grateful...

I was going to leave 3 stars because I was so surprised at the night auditor our first night being so proactive and helpful when I expressed our concerns over the status of the room. After speaking with the manager this morning at checkout, I can only leave 1. I worked at a Staybridge for many years and love the brand and the quality of service they always provide. Along with the quality of maintenance of their rooms and building. I can’t say that about this location. Walked into room and immediately noticed the large bulge in the ceiling of the living room. 6-8 inches wide and about 2 feet long. Continued through room and when I went into the bathroom, noticed evidence of extreme water damage and at the base of the door trim-mold because of said damage. I took photos and planned on speaking with staff in the morning. Late that night, while my family was sleeping, I was reading in the living room. The guests upstairs were so incredibly loud and stomping-but it comes with the territory. They stomped so hard that all of a sudden a piece of the ceiling (where the large bulge was) fell onto the couch and a large crack had opened up. I went to the front desk and she was so helpful and said she would be taking 50% off our stay. I was so thankful and was not expecting that at all. They were 100% full so moving rooms was not an option. When we checked out, I went to front desk to get our receipt and check out and thank them for being so accommodating, the manager printed off my receipt and I noticed only 50% was taken off for one night. When I had asked her, she said she had no idea about this but thanks for staying. I told her the ceiling literally fell on me. She said “I had no idea, sorry. Have a great day. Here’s a card if you want to dispute this”. We had a very long drive ahead of us with small children, so disputing this right then and there was not something I could take the time to do. I plan on sending an email to manager and also their corporate as well. This was unacceptable behavior from the management. Things happen. Out of our control and the night auditor was fantastic. But the fact that I was treated with zero regard and said to have a good day from management is not ok. I hope this gets resolved...