Home2 Suites by Hilton Chicago Schaumburg — Hotel in Schaumburg Township

I would like to place a complaint against this hotel. I checked out one day prior to my stay (paid for the full duration) and when I asked the front desk representative a question regarding checking out sooner than I anticipated, she stated I would be charged still. I informed the front desk rep this would be fine and resume to check out. Upon checking out I was charged an additional day plus the original days I had already paid for. I noticed the charge on my card when I arrived home. I later called to receive more clarification and the front desk rep (later found out was the supervisor) became very rude explaining to me she needed to add the additional charge because her system close out at the end of the day and would not charge me for the remaining days. I explained to her it is important that should have been communicated to a customer especially if you charged their card without their authorization. I left a day early because my room was not cleaned unless we called to be serviced. This was unfair and showed a level of carelessness this hotel exemplified during this time. They did not provide bath towels even after cleaning the room? The dishes were dirty when we checked into the room. We went to the pool and there was a room card holder (room 210) left on a table for two days in a row which showed the pool areas (one of the most touched areas- tables) were not being cleaned. So my family and I left a day early because we did not want to risk another day. I spoke with the following employees (Inized: Supervisor, Jennifer: Manager, Luke General Manager) who were all rude and discourtesy to me because of me bringing my concern about the charge being charged without communicating it me, when I could have expressed more. I believe I was stereotype by the front desk rep which is why she charged my card without my consent. I believe the other two employees took her word and brushed the situation off and did not care to hear what I had to say because I expressed to the supervisor about the reason I truly left. Not once did I get an apology for the misunderstanding or level of hotel service I received. I paid full price like any other customer and to be charged, wait for certain charges to be processed or canceled should not fell on me but on the hotel figuring out a way to process own their end better. The customer service I received today showed just how unfortunate the system is still and I wanted to share my stay and recommend others to avoid staying in this hotel as it is not clean, least experienced employees with lack of care for their customers.

P.S. the General Manager just responded to this review informing me to reach out to him to resolve this issue when I contacted him 1:31 pm today trying to express my concerns and he didn't care to hear. I've followed the proper steps to pursue...

In early September I chose not renew my lease in Lakeview, Illinois and I decided to live in hotel spaces until I decide if I want to remain here in Illinois or move to California. ||I've been to this cozy location twice within the past two months because the location is ideal especially if you don't own a car like me. This cute and cozy hotel is right next to Weber Grill, Starbucks, Outback Steakhouse and a shopping center with a Trader Joe's grocery store, a Petsmart, a Michael's craft store and not to mention you are a short drive from the Woodfield Mall and an AMC movie theater.||The rooms are perfect for a single traveler and all the dishes and silverware 🍽 are laid out for you to enjoy a private meal in your room. The television 📺 has a great selection of cable movies 🎥 to choose from and they provide you with top quality shower 🚿 products for you to use during your stay including an emergency supply of contact solution if you forgot to bring yours.||I chose this hotel twice because my pets and I really loved it here. Each room has a huge window with plenty of natural sunlight ✨ and there's a comfortable outside seating area if you want to enjoy a cup of Joe with friends on their outside patio.||Now let's not forget to mention the incredibly kind and welcoming front desk staff 😀 and a huge thank you to Danielle who allowed me an early check in and a late check out to accommodate me. She's a very genuine and caring person 💕 who loves people-- a rare find in the Hospitality industry. She's patient and will help you with anything you need!||Now for the best part! I'm not a "breakfast" person but their breakfast is an array of gourmet omelets, a homemade waffle iron that helps you prepare buckwheat waffles 🧇 from a pre-made mix, delicious soft serve yogurt with a variety of toppings like chocolate chips, dried raisins & cranberries, granola, almond slivers, coconut 🥥 etc. And fresh juices like strawberry kiwi, apple & orange 🍊 and bagels 🥯 and breads 🍞 you can toast yourself. You won't go hungry here and they even serve homemade cookies in certain days of the week in the afternoon. ||Most of the guests that choose this location are either business travelers, people who need to be in Schaumburg for medical treatments or vacationers. |This hotel 🏨 is extremely pet friendly and you will see guests with their fur babies most of them trained and very well behaved. My cat 🐈 and dog give a generous and enthusiastic five paws 🐾 up for the staff, the delicious breakfasts and the cozy non...

We did a digital check in via the app being a Hilton Honor member and arrived to find the door to my room was not fully closed and I opened the door to find the room wasn't fully cleaned or even ready for me even through the app already allowed me to have my digital key. The room was clearly still in the process of getting clean as the bed sheets were still off the bed and in the middle of the bed and there was dirty plates/cups still in the sink. The cleaning ladies notices us and tried to say something as we were walking to go talk with the front desk but we were unable to understand them as they didn't speak English. We talked with the front desk and they apologized for the issues and the room not being ready/clean and moved us to a different room.

2nd room - We got new digital keys and went into our second room that was given to us after the 1st one didn't go well to find issues as well. #1: tv remote was missing the battery cover. #2: sink faucet handle for the kitchen sink was starting to come off. #3: some of the counter was really old and beat up. #4: inside of microwave was dirty didn't look like it was clean. #5: the bath room shower was dirty (small cracks in the tiles, shower was leaking water onto bathroom floor) #6: bathroom toilet seat had some dry yellow urine marks under it.

We did let staff at front desk know about issues with room #2 and just told them we already went to the store and purchase some quick cleaning supplies to clean the room up to our liking after finding what we found. The front desk staff did offer to move us again and even gave us a choice to inspect the room but we decided against it as we already were planning to clean the room to our liking.

Overall, the staff at the front desk are GREAT and will work with you to give you the best they can with what they got. I can't speak for the cleaning staff who works at this hotel but based off what we saw the cleaning staff wasn't great. The hotel I think has seen better days and probably needs an update as we have stayed in other home2suites that...