Extended Stay America Suites- Chicago - Midway — Hotel in Stickney Township

Absolutely horrific! It is the most unprofessional hotel I have ever stayed. They actually made my family and I leave because we made our reservations online instead of the front desk. The manager Laura or Lauren ( I cannot be completely sure because she never wore her name tag.) Has a reputation in this area, of course myself and husband we're not aware until we spoke to ppl about her afterwards. She is known to not take well to people who make reservations online, because she cannot pull her scam when ppl constantly do it that way. We were charged a no show fee after we had already been in our room for 2 weeks, it took 2 and a half days to get it back on our card. I cannot go into everything without legitimately writing a book. But it was known from the time myself and my family stepped foot in that hotel that we were going to be there most likely over a month. We had just been through a horrible experienceand we were going to have to call that extended stay at our home until we were able to find a new apartment. And let me just say it is myself my husband and our two little girls ages 2 and 1/2 + 6 months. Because of what that awful human being did myself and my two very young children we're quite literally out in the cold with nowhere to go. She failed to say that we weren't able to pay for our third week until 9 am then informed us that she wanted us out by 11. We called hotel after hotel and none of them had any vacancies. We were finally able to find one that is not a place made for families let's say, but we had to pay a Lyft driver $173 to take 3 trips back and forth to get our only belongings to this new room. Had that awful awful woman not did what she did we would have had the $600 we needed to fix our vehicle. Another thing, not only did she throw us out because she tampered with our reservations but she also lied, disgustingly lied about my husband saying he was aggressive towards her and was yelling and calling her name's. They was a girl being trained by her who came up to our room to give me a hug because of what Laura/Lauren did to me and my family. This employee asked me not to use her name so I will respect that but she let me know that my husband did not do ANY of the things she said he did. I already knew of course because he is my husband after all. I am going to end this right here because it is just bringing me anxiety going through it all over again. I just implore people to be very wary if they do stay at this hotel.I assume if you're going to be there for just a couple nights or something that you probably would have no real incidents but if you plan on being there on a weekly basis say because you have a house fire or something to that effect like myself and my family did I would suggest you stay far far away from this hotel because that woman will find a way to put you out on the street if she cannot scam you the way she wants to. It is actually known that this woman is a total thief, like I said my husband has a co-worker who had a very similar experience to ours. If you're going to stay at this hotel please do so with the utmost caution.the things that me and my two baby girls had to go through because of how disgustingly we were treated will stay with me forever. It is an extended stay for a reason many people go to these hotels because they need refuge, but this location just wants to use you. also the corporate office that I have called over 40 times has done nothing absolutely nothing to try and help myself and my family.they have another location just eight miles from that one and they didn't even offer us one night at that location.every time I spoke to someone and I asked to speak to their Superior I was told that I had to wait 24 to 72 hours to get a call back because that's how long it could take to get a reply. So not only were we treated like total garbage at this one location but when me and my husband called corporate to get some kind of vindication we are still in the process of waiting on our calls to be returned, so I guess that right there tells you how...

I know my review is lengthy, but hopefully I save someone from having the same horrible experience I had.

My stay started by checking in with the front desk clerk who informed me that despite listings online (through multiple different websites, trust me I did my research) there is no actual fitness room. I then asked if it was a safe area to go for a run outside to which she responded "well I wouldn't...". After double checking online that I wasn't remembering their ad incorrectly I noticed it also stated that they had an affiliation with a local fitness center, but when I asked I was told this hadn't been the case for a "few years". My first morning I was appalled to see that their "grab and go" breakfast was literally just two pots of coffee and a handful of granola bars, despite the photo online being significantly more stocked. The breakfast was place right inside of their entrance doors, which are not automatic, by the way. Have fun struggling to open these with your arms full of luggage. A few days into my stay I started to get concerned as to why my trash was never taken out and housekeeping was not tending to my room. While asking to replenish my toiletries (which keep in mind they only provide shampoo but no conditioner) I was informed that housekeeping only comes every 7 days. "What about in between stays...?" "Only every 7 days." Of course this prompted me to take a closer look at my room which is when I found dried blood stains on the comforter of the spare bed (thank god it was not the one I chose to sleep on) and giant stains throughout the carpet. I was also told that I was responsible for emptying my own trash in the trash room located on every floor and that I would have to wash my own towels in the laundry room behind the front desk. My nightmare concluded the day I checked out with missing property. I was scrambling to leave my room and get to work on time in the morning that I left some items in my room after I checked out. I remembered about my jacket as I walked into the parking lot and they made me another key to go upstairs and retrieve it, but I didn't notice that my ring was not on my finger until I was about 30 min away. I had taken my ring off to apply lotion to my hands and set it on the bedside table in front of the alarm clock- I can literally still picture it sitting there. I called into the hotel in a panic and Chaz, the front desk attendee, told me he would go upstairs to look for it. After a few minutes he returned to say that he could not find it. He got my contact information and said he would keep me posted. Long story short after two more phone calls and a return call from the manager Lauren, I was told that Chaz, the Assistant Manager Alonzo (I believe?) and housekeeping all looked for my ring but could not find it. I continued to state that it was my mistake I left it, but wanted to know their protocol for situations like this because I was filing a formal complaint for the MISSING, i.e not stolen, ring. As the HR Manager of a company I know what documentation needs to be provided to a customer after a complaint has been filed, but Lauren rudely responded "I don't have to provide you with anything." I then informed her that I would also be filing a police report for the missing item and that for the report they will need documentation, which she responded that she would not give me any sort of documentation. She then stated "my staff are not thieves" to which I reminded her to read the many reviews about this hotel online that state differently. Finally after more back and forth she told me all she could do was file an incident with the insurance company since it was "my word against hers" and then asked how she knew I wasn't trying to frame or plot against the hotel/staff. On top of dealing with the emotional distress of losing a family heirloom that was passed down to me she had the audacity to accuse me of misconduct and refused to show any empathy. Formal complaints were made to corporate, police report is in process, and a BBB review will be...

Deceptive practices! Malinda was great but the manager Lauren was by far the rudest person I've ever spoke to. They won't take walk-ins and require you to reserve a room online but once you do that they tell you that your deposit is non refundable because you booked the room through a 3rd party. I tested positive for Covid-19 so I checked in to isolate myself from my elderly mother. I paid for two weeks (the required self quarantine time) 14 days. After the 7th day I got a call from my doctors office that they are now using a different lab to send Covid-19 samples and that my results were indeed negative and I did not have it and was free to return to work so I immediately checked out (Essentially a false positive). I later called the hotel to ask about my refund and I was told by Lauren to contact Bookings.com. After I called Bookings.com they told me they could not issue me a refund because the manager of the hotel (Lauren) would not approve the refund (Basically the run around). I called the hotel again and this is when Lauren was rude and flat out told me I would NOT receive a refund for the 7 remaining days. I then sent an email to corporate and ONLY then was I listened to. The next day I called the hotel back and again spoke to rude Lauren and she said she was working on modifying my check-out date to issue me a refund for the remaining 7 days that I was owed and that I never disclosed I was positive for Covid-19 because had they known, they would NOT have rented me a room in the first place. She said she had to hire a crew and pay them $700 to come in and clean my specific room, which tells me they don't thoroughly clean the rooms after every guest leaves. With a pandemic going on you would think they clean every room after every guest because you don't know what they have or the guest may not know they have it. So after we hung up I remembered that I did tell the older gentlemen with white hair at check in that I was checking in to self quarantine. So I called Lauren back to tell her this and she immediately started being rude saying that I keep changing my stories, that I first said I wanted to check out because the price of the room was too high (not true) and that if I continued to call back she would NOT issue me a refund and she would just dismiss my complaint altogether. I've never been so belittled by someone in customer service, not sure how Lauren got this position but she is not fit to manage anything much less a hotel. After 3 days I got a partial refund NOT for the full 7 days as previously promised. At this point I am done with...