Hampton Inn & Suites Chicago Southland-Matteson — Hotel in Rich Township

DON"T STAY HERE IF YOU'RE TRAVELING WITH KIDS OR A TEAM! My recent stay at Hampton Inn & Suites Chicago Southland-Matteson was nothing short of a nightmare. As someone who frequently travels for sports events, I've stayed at numerous hotels, but this one stands out for all the wrong reasons.

We were looking forward to relaxing by the pool after a long day, only to find it unexpectedly closed. There was no prior notice about this, and when we inquired at the front desk, the staff was dismissive and unhelpful, offering no explanation or alternative options.

The manager we encountered was incredibly rude and unprofessional. When we brought up our concerns about the pool closure and other issues, they were dismissive and condescending, treating us like an inconvenience rather than valued guests. It was clear that customer service was not a priority.

The hotel's practices were shockingly out of line with the standards we've come to expect from this national chain. The rules felt overly restrictive and unwelcoming, particularly for our sports team. We had booked a block of rooms through a booking agent who was fully aware that we were a youth football team, so it was crazy for them to suggest a stay at this hotel, which operates outside the national norms for its brand. The "no gathering, no parties, no cupcakes, no confetti" sign would mysteriously appear and disappear depending on who was standing in the lobby, adding to the bizarre atmosphere.

Additionally, the manager charged a $200 deposit for incidentals, citing that it was to cover potential smoking in the room during our stay. This felt excessive and unnecessary, especially since none of us smoke. What made the situation even more uncomfortable was the fact that we had to swipe our cards twice—once for the room charge and again for the deposit. This was not only inconvenient but also contrary to the hotel’s own stated policy, which claimed that the room charge, incidentals, and taxes would be combined in a single charge. This practice is out of the norm for any hotel I’ve ever stayed at, adding to the sense that this property operates under its own inconsistent and confusing rules. The manager on duty was confrontational and unwelcoming. When I went to ask for towels, instead of a greeting, she immediately questioned me about why I had taken a picture of the front desk. When I asked her what had happened to the "no party" sign, she told me it would be back out later. Oddly, the sign didn't reappear until late that evening, making the whole situation feel even more erratic and poorly managed.

The management took things even further by making a so-called "courtesy call" to another family from our team, threatening to call the police because some children were running down the hall. They made sure to stress that this was their "one and only warning." This over-the-top reaction to typical child behavior added to the overall hostile and unwelcoming environment we experienced during our stay.

When we attempted to escalate our concerns to the general manager, we were met with silence. Despite multiple attempts to reach out, they were completely unresponsive, leaving us to deal with the issues on our own.

To top it off, each guest was required to sign an eviction policy upon check-in. This set a tone of hostility from the start, making us feel more like we were entering a prison than a hotel. It was a clear sign that the hotel prioritizes its rules and policies over guest comfort and satisfaction.

Overall, our experience at [Hotel Name] was incredibly disappointing. The combination of poor management, unwelcoming rules, odd deposit practices, confrontational staff, and threatening behavior made for a stressful and unpleasant stay. I would not recommend this hotel, especially to sports teams or groups looking for a supportive and hospitable environment. There are plenty of other hotels that understand the importance of customer service and creating a welcoming atmosphere—unfortunately, this is not...

I stayed at this Hotel October 3-4, 2020. First, we are in the midst of a global pandemic COVID-19 and the shift manager by the name of Loretta, nor other staff wore masks. Second, my room had been tagged from the outside as being cleaned and sanitized, yet when we entered the room, I found a luggage tag from a previous guest by the bed. The counters were full of dust and when i pulled the covers back to inspect ( as i always do wherever i stay), I found crumbs on the sheets and immediately called down to the front desk to complain, while i waited for someone to come up to the room, i peeled back all of the linen down to the mattress insert and discovered that the mattress topper was stained from top to bottom with HUGE yellow stains!! Loretta came knocking on the door to address my concerns ( not wearing a mask), and immediately called to have staff bring up fresh bedding and a brand new mattress topper! The young lady who came up with the items also was not wearing a mask ( we would later see her the following day on an elevator with a cleaning cart, again, no mask and we did not enter the elevator with her). Next day after checking out, we passed Loretta in the hallway near the front desk ( AGAIN, no mask). I will say that Loretta did apologize for the state of the room. My biggest regret was not taking pictures, nor recording, my mind was elsewhere, as i was in town for a funeral. I made a formal complaint with the CEO and my message went right to his assistant, Kevin Bartholomew, who kicked my complaint back to the local manager at the hotel ( Arnette Gorman), who, as i expected, totally lied about everything in her response to my complaint, in which she stated that she reviewed cameras and found staff to be in compliance with all safety standards and that there was no record of bedding having been replaced etc. WOW!!! I am absolutely flabbergasted at local and upper management and how lack luster they have been the complaint i filed. I will never EVER spend money with Hilton nor its Brand ever again in the future and i'll never stop shouting it from the rooftops. They absolutely do not care about guests stay and safety in their establishments. They get a failing Grade of F!! Because management lied, i wish i could grade this a zero. Oh and the hotel itself has zero sound barrier, all night long i could hear other guests in their rooms as if they were in mine!! same thing while going through the halls. NEVER will stay here again. I had a queen suite with double beds and the beds are very...

First off we brought two rooms to celebrate my little brother’s birthday which was me my children my sister so his only wish was to swim we was not loud we didn’t have balloons but we did have cup cakes and sandwiches food for us to eat because we were still staying there so we would need food. Let be begin by saying buck gets 5stars he was so professional and accommodating!!! The lady I think her name is Jennifer does not have customer service skill and we couldn’t have my sister visit to see her brother for his birthday it was a problem but buck talked to the lady and explained like the lady will stay on the lobby she couldn’t go to our rooms for privacy we had to be all out in public if quiet time is at 10 pm what’s the problem I understand they had a problem with another guest but don’t make all your other guest feel unwelcome. The lady sent buck up three or four times to tell us we was getting kicked up first because my sister had cup cakes , second my sister visited the hotel and brother (mind you we live three hours away so family wanted to see us) third because she thought other guest that was in the pool that I’m assuming was guest were in the pool as well. At the end of the day buck was welcoming he sat and talked and laughed with us explain what happened prior we got it so we tried to be on our best behavior I spend basically 400$ for our rooms to feel like me and my children had to be quiet as nice even during regular time to the point I packed up and asked the lady for a refund because my two year old is being loud like I felt uncomfortable. And the lady did not want me or my children to leave she wanted us to stay so I said okay . I brought two room and my brother (who’s birthday it was ) left because he felt uncomfortable my nephew left and sister left everybody did not want to stay because the mood was not there anymore .. lastly we felt uncomfortable to the point we said forget breakfast because I felt like we was a burden . I did not enjoy my stay at all!! My toliet was not in good standing you had yo push it super hard to flush yes the room was clean and everything like the bed was comfortable and shower was hot that’s great but I didn’t not fully enjoy my vacation here . My upstairs neighbor bumped and jumped my son was taking a shower and the fire alarm went off and my sister neighbor was super loud as well but we ain’t even want to complain because we felt like we was a problem and we definitely wanted I wouldn’t not recommend...