Holiday Inn Express & Suites Chicago-Midway Airport by IHG — Hotel in Stickney Township

Professionalism and friendliness of front desk staff varies greatly. I booked a 2-Queen-Beds room for my teenage son and me. The shower faucet handle was broken. ||||The night shift frontdesk lady offered to put us in different room but it had to be a Queen Suite with sofa bed because nothing else was available. We were told maintenance would repair the shower in our original roomnin the morning and it that it would be held for us so we can move back into it the next day. Unfortunately, when we showed up next day another nice front desk employee told us the room had been sold and she had no other 2-beds room available. Seeing that we were very disappointed and frustrated, she offered to cancel the chanrge for our first night.||||The next day we inspected our receipt to make sure charges for that first night were cancelled and noticed about $45 in parking fees and taxes when the employee that checked us in clearly said there would be no charge for guests as she handed me the permit I was supposed to put on the dashboard so our car wouldn’t get towed away for parking illegally.||||The frontdesk clerk quickly became confrontational when I told her those parking charges where unexpected. Her manager then agreed to reimburse these charges, but the clerk then decided she would only refund one of the two days of parking because I had already been given another refund for one night of room charges. I calmy explained the reason for the reversal of room charges but she became more confrontational. I asked to speak with somekne else. The manager stepped out of her office, instructed the clerk to refund all parking charges, and proceeded to angrily advise me to choose another location for my next stay if I had an issue with paying for parking. ||||Ultimately, I do not have a problem paying for parking; but I do care about getting the product (a 2-beds room for 2 nights) this hotel agreed to sell me, and having to make up for the fact that the staff had poor communication among themselves, and follow-through on the commitments that were made (2-beds room||would be held for us), and bad training on what guests should expect to be charges...

Professionalism and friendliness of front desk staff varies greatly. I booked a 2-Queen-Beds room for my teenage son and me. The shower faucet handle was broken. ||||The night shift frontdesk lady offered to put us in different room but it had to be a Queen Suite with sofa bed because nothing else was available. We were told maintenance would repair the shower in our original roomnin the morning and it that it would be held for us so we can move back into it the next day. Unfortunately, when we showed up next day another nice front desk employee told us the room had been sold and she had no other 2-beds room available. Seeing that we were very disappointed and frustrated, she offered to cancel the chanrge for our first night.||||The next day we inspected our receipt to make sure charges for that first night were cancelled and noticed about $45 in parking fees and taxes when the employee that checked us in clearly said there would be no charge for guests as she handed me the permit I was supposed to put on the dashboard so our car wouldn’t get towed away for parking illegally.||||The frontdesk clerk quickly became confrontational when I told her those parking charges where unexpected. Her manager then agreed to reimburse these charges, but the clerk then decided she would only refund one of the two days of parking because I had already been given another refund for one night of room charges. I calmy explained the reason for the reversal of room charges but she became more confrontational. I asked to speak with somekne else. The manager stepped out of her office, instructed the clerk to refund all parking charges, and proceeded to angrily advise me to choose another location for my next stay if I had an issue with paying for parking. ||||Ultimately, I do not have a problem paying for parking; but I do care about getting the product (a 2-beds room for 2 nights) this hotel agreed to sell me, and having to make up for the fact that the staff had poor communication among themselves, and follow-through on the commitments that were made (2-beds room||would be held for us), and bad training on what guests should expect to be charges...

My husband and I profoundly thank Mr. Eli, Ms. Daisy, and Ms. Somona for epitomizing what it means to provide exceptional customer service.

Our assigned room was not yet ready when my husband and I arrived. However, Ms. Daisy kept us updated on the pending check-out status. Notably, before arriving at the hotel, we purchased groceries online. The items were to be delivered to the hotel. The items were delivered before we arrived at the hotel. Ms. Daisy received our delivery and took the time to ensure that items that needed refrigeration were refrigerated. We were informed of the delivery and that the items were secured when we arrived. We left the immediate area to obtain lunch. In the interim, Ms. Daisy called to inform us that our room was ready. Upon our return to the hotel, we secured our keys and asked about our delivery. SURPRISE!!!! Ms. Daisy informed us that the items were already in our room. Ms. Daisy had taken the items to our room and neatly placed them where needed, including in the refrigerator and freezer. [Ms. Somona was another standout]. Ms. Somona was responsible for breakfast that day. We learned later that once the prior guest checked out. Ms. Somona went upstairs and cleaned our room. She expressed that she did not want us to wait any longer. The care Ms. Somona gave our room was quite noticeable. When we entered the room, we felt love. The smell was exquisite, homey. Throughout our travels locally and internationally, no IHG representatives provided such care. [WE] are forever grateful. Ms. Daisy, Ms. Somona, and Mr. Eli truly understand what it means to provide exceptional customer service. The representatives, Mr. Eli, Ms. Daisy, and Ms. Somona, elevated IHG customer care. As U.S. Army Veterans who served 25 plus years and held leadership positions for 20 plus years, the three representatives [must] be elevated to the highest positions. Ms. Daisy, Ms. Somona, and Mr. Eli are certainly worthy of the highest managerial...