Holiday Inn Aurora North- Naperville, an IHG Hotel — Hotel in Sugar Grove Township

The hotel stay and stay were great, polite and helpful. The room was clean and comfortable. The General manager on the other hand, was rude, condescending and I believe stereo typing. Jim Diller, General manager called me about an issue with my hotel charges at 1:00 on Mon 9/22 I called him back 4 minutes later. ||||He explained that somehow, I had been charged for only 1 day although my family was there for 2 days for the Soccer tournament at Stuart Sports Complex. He asked when could I take care of the balance. |||| I explained that I had a blow out on the way to the hotel driving from MI and my wife has Glioblastoma, brain cancer and is on her fourth chemotherapy medication, second trial medication. She was nauseous on the drive and we stopped often trying to calm her stomach. So, I had a tight budget already and spent more than expected just getting there. I did however had all of the necessary funds available for the cost of the hotel. So if he could wait until Friday for me to pay the balance or wait until the authorization returned or however that works i'd be happy to take care of the balance.||||My 5/3 bank account was authorized for $363.92, the charge for 2 days plus $50 deposit, I didn't know why I was only charged for 1 day, He said, "let me guest, you used a debit card didn't you?" I said "yes, I did." He responded "ahhhh, you jipped me good." "What!?" I said. "Yeah you jipped me good, you only paid for 1 night and snuck out of the hotel." "Are you serious!? your hotel authorized the full amount for the stay. i made sure that that amount was in my account and I called you back! Why would I try to jip you! that's disrespectful and rude!" He said "you know what, don't worry about the second day charge I'll take care of it! and don't ever step foot in my hotel again!" and hung up.||||I'm kindergarten special education resource teacher, a PRN mental health tech and a PRN CNA at a local Nursing Home. I've been married 26 years, I have 7 children, two sets of twins from 29 years old down to 11 years. 5 are either college graduates or in college now. My granddaughter is 6. I don't drink and I don't smoke and I pray every day. ||||Jim's assumption that I was attempting to "jip" him is extremely offensive. His condescending, degrading tone was so disrespectful it took a great deal of restraint to not curse him out. I want the owners to know that he rubbed a customer...

We booked this hotel months in advance for my brother and his girlfriend, who were attending a family wedding. Throughout that time, there were multiple confirmations by phone and email, including a same-day confirmation for a late check-in. Despite that, when they arrived later in the evening, the front desk informed them that no room was available.

This was not only shocking but deeply upsetting, as this was their wedding night. Instead of helping to resolve the mistake or offering alternatives, the supervisor, Jim, was dismissive and rude. He refused to talk to the groom about the situation over the phone. He told the front desk employee that there was nothing that could be done and even suggested that he should call the authorities to have them removed from the premises for trespassing. Is that seriously how you handle your overbooking problem, Jim?! I can’t believe or understand how you became a supervisor when you don’t even know basic booking protocol. Way to leave a bride and groom not to mention their wedding party stranded on their wedding night.

Being stranded without a room on a night that should have been memorable and celebratory was beyond unacceptable. A hotel’s primary responsibility is to honor confirmed reservations and treat guests with basic respect. That did not happen here. We will be waiting for our refund as you charged us for the room anyway.

We would strongly caution others against booking here if you expect reliability, professionalism,...

Horrible!!!

This place is the worst Holiday Inn that I have ever stayed at. I booked this hotel online, very last minute. This meant we would check on at 4am. Since it was less than 8 hours before we would get there, I called ahead to verify the online reservation. All was good there.

We got in at 4am and the computers were not working properly and the check in process was horrible slow. The front desk lady then proceeded to tell me that I was lucky that they were coming back up. Oh really??? It's 4am and I have a reservation!! YOU are lucky they are back up.

Anyway, I get up in the morning and went downstairs for some coffee. I didn't want to wake my husband by using the coffee maker in the room. Guess what? No coffee. I knew they didn't offer breakfast, but no free coffee. The front desk informed me that I could buy coffee at the restaurant. Seriously, no coffee? Fine!

I go back up to the room to get ready for the day and started with a shower. I turned on the water to warm up. Where are the towels? IN the shower. Why are they in the shower? The other side of the sliding door doesn't open. Then, the water pressure sucked and the water didn't get very hot. I have thick hair. Poor water pressure makes it very hard to rinse out the shampoo.

Never again!!! I don't care about my reward points. I will never stay at this...