Hilton Garden Inn St. Charles — Hotel in St. Charles

After booking over 30 rooms here for my wedding, we arrived after the reception to find that they had "not set aside a room for us" and had subsequently overbooked their entire hotel by three reservations. Let me also state, that we had a contractual agreement with this hotel, specifically Kimberly McNamara and Laura Maloy, wherein we were to fill a certain number of rooms, and they were to provide a suite for us. Presumably there was to be some kind of financial consequence should we have failed to uphold our end of the agreement, and yet in addition to no consequence for Kimberly or the hotel, there was no offer of compensation or even an extension of an apology from anyone. After "bumping" another reservation from the books so that my husband and I weren't bedless on our wedding night, we found out that the considerably downgraded room we were offered was in fact not clean, and smelled like the inside of an ashtray. Probably because there were used cigarettes inside of that particular non-smoking room. At this point the very kind and totally helpless front desk attendant offered us a complementary bottle of champagne, which they also did not have. Thanks. We finally go a clean room (with a flashing strobe-light of a light fixture), but I had to return to the front desk THREE TIMES because the keys they had given us were not working. By the time everything was finally sorted out (three hours) most of our guests had already gone to bed. I had also learned that the bar they did us the "favor" of keeping open for us was only able to offer everyone Jim Beam and Michelob Ultra. Thanks so much. We really should have seen the red flags though, the largest of which being it took TEN DAYS to actually get in contact with Kimberly once the contract was set up (enjoy that commission) and we didn't even get a hold of her, but one of her co-workers. Do yourself a favor and CHOOSE LITERALLY ANY OTHER HOTEL...

We have been staying in the St. Charles/Elgin/Schaumburg Illinois area 2-3 times a year since the late 90’s and have lots of experience at all of the hotels in the area.

*FIRST OFF, they recently had to replace a water heater and were advised to go the tankless route. They were told it will supply hot water on demand. It will work for many days in a row, and then BAM, the first showers of the day will take a long time to heat up (we estimated it to be about 45 minutes). The front desk staff at 5:30 am were trying whatever they could to make sure we got a hot shower (my husband is not a patient person and took a cold shower, but then my son jumped in and had hot water). PLEASE KNOW THAT WHEN YOU STAY HERE AND YOU TAKE A VERY EARLY MORNING SHOWER, START UP THE SINK AND SHOWER HOT WATER TO RUN FOR A WHILE AND MAKE SURE THAT IF IT DOES NOT TURN HOT RIGHT AWAY, YOU’LL PROBABLY NEED TO WAIT 30-45 MINUTES FOR IT TO HEAT UP. The hot water issue was only an issue for us on Saturday morning at 5:30 am; we had hot water right away the rest of our stay.

This is a very lovely, comfortable and clean hotel to stay at in the St. Charles area. The room had a nice little mini fridge/microwave/coffee bar station, the biggest TV I have ever seen in a hotel, nice comfortable beds, a huge desk area, very nice shelves with drawers in the closet area, and a very clean, well lit bathroom. Another thing to note is that it was so quiet! We never heard other people slamming doors, talking in their rooms or walking around/talking in the hallways at all. We will stay here again on our St. Charles excursions...

oh man, a gem. thank you for a comfortable experience. hotel rooms are becoming pricey so a person should really get what they pay for and here, i think you do. as other reviews state, this is a quiet location some distance from downtown which is fine - just not walkable. plenty of free parking downtown and near the river if that's what you're here for. the room was spacious and clean, comfortable. safe and secure area, team members seemed to all enjoy being there and helping out the guest. service levels post covid kaos have really taken a dive, but this hotel harkens back to pre-covid days where the team went out of their way for you and seldom do you see a sign at the desk 'sorry we stepped away'. granted they have those pesky stools where a team member may sit - which evidently is the norm, though, i'm not fond of the idea unless it's for a medical issue. but, i digress. holy cannoli the toilet sets LOW to the ground, i never seen such a low one, that's truly my only complaint, well, except for the rando uneven sidewalks which are a tripping hazard. Vickie in the restaurant the morning of 16 August (today) is amazing. i hope she's not new since, you know after a few months team members catch on to how rude guests can be and some allow their smiles to turn into frowns. please dont let that happen to Vickie - she's cool.|thanks team Hilton Garden Inn...