Best Western Oakbrook Inn — Hotel in Westmont

I've stayed in hundreds of hotels, but have never encountered such terrible customer service. I've never refused to stay in a hotel before, but this one I refused to stay in. I've never stayed in a Best Western before, and my husband and I decided to stay here during a weekend trip to Chicago, BAD CHOICE. The lobby was filthy and had muddy footprints all over and wet floor signs, why they put the signs up instead of cleaning it I don't know. They couldn't find our reservation at first either. My first impression of Best Western wasn't the best but we went with it. Upstairs, we walked into our room and it was ridiculously hot in there. The air was on, but wasn't working and would blow cold air for a few seconds, then warm. We thought maybe it was the settings, we double checked it, moved the setting around, switched it to just fan, trying to do anything to cool the room down. It had to be at least 85 in the room. We opened the window, and continued trying to get the air conditioner working for another 15-20 minutes, but nothing worked. We then tried to call down to the front desk to see if the maintenance person was available, but the phone didn't work. My husband went downstairs to talk to her, and she was extremely rude to him. Apparently no one could look at it to try to fix it, and the hotel was sold out, so there was nothing she could do. My husband told her it was too hot to stay in and she said she was sure it would get cold. She said the only thing she could do was give us a refund. After he came back, we waited a few more minutes to see if the air or fan would work at all like she said, but nothing happened. He went back and told her we couldn't stay and wanted a refund. She then said she couldn't give us a refund because we booked through Expedia, but if we wanted to we could just sit in the lobby. I don't know what she even meant by that, because they couldn't provide us a nonsmoking room with air conditioning we could just sleep in the lobby? While we were packing our things back up she told us there are a different room down the hall we could have (apparently it wasn't sold out?), so we agreed to that. However, upon opening the door it was obvious it was (or used to be) a smoking room. It smelled terrible. As I said, I've never left a hotel in my life, but I refused to stay there. The rooms were bad enough, but the customer service was outright ridiculous. I've never been treated so badly anywhere in my whole life. She was literally laughing at us as we left, I couldn't believe it. I called Expedia to ask for a refund later that night from a different hotel, they said since it was nonrefundable, after explaining what happened, they said they'd call the hotel and ask them to grant a refund. They called them with me still on the line. The front desk lady REFUSED to grant a refund. I couldn't believe it. Like I said, I've never stayed in a Best Western before, so I don't know if this is how the company usually runs, but it was the worst hotel experience I've ever had. Expedia's customer service said they'd call and get in touch with a manager to see if I can get my refund. I'll update when/if...

No, Rohan, that is not accurate. Rest assured, I have spoken to the Mgr and let him know as well. I have proof that the funds have been debited twice and if they are not returned, not only will I stop payment on this transaction, I will file a police report as well.

With the name Best Western, I assumed it would be more "luxurious" than other named hotels. This one was not.

Room - 2 of 3 lamp bulbs were burnt out and their was no entry light at all so it was very dark when walking in. Visible stains on blankets, bathroom set up not accommodating for young kids, and lighting was terrible.

Breakfast - unless you get there between 6 and 7, you won't get much. We got there at 8 and nothing but cold cereal and bread left. One of the reasons I chose to stay put of the city was for parking and breakfast included, we needed up paying for breakfast anyway.

Service - front desk staff not very welcoming. No ice when we went to fill out bucket, needed more towels and it was like we asked for the world.

Lastly, upon check in I was informed of a $50 hold on top of room fee, and that it would he released upon check out. So I had a hold of $244.02 on my card starting 8/14. Upon check out on 8/16 I was charged $194.02 again reducing my bank account total, $438.04. Then at 845 PM on 8/17 someone ran my card AGAIN for another $194.02. I immediately called and the lady argued with me cutting me off telling me intended to call my bank. That no one ran my card again. Thus brings the total to $632.06 that was HELD on my card for $194.02 stay. I have stayed at ALOT of hotels and I have NEVER had more than charge to my card. There is absolutely no reason to hold 3 times the amount of my stay. This is literally $438.04 of my money tied up, I have bills to pay and are coming out and the money...

This is hotel we stayed at a few years ago and had issues then. We tried it again but nothing has changed much as its obviously run on a shoestring budget, the renovation work is of lesser quality/limited and the breakfast is limited choice and doesn't change. Either management or owner ship (maybe both?) is, I believe, the problem. At least they removed (partially) the BW Plus label which this place never should have had.||Rooms have been renovated on a very tight budget. Best Western has finally removed their Best Western plus label though the business cards and the hotel channel still show it to be a BW Plus which it never was. That said, the top drawer of the dresser had some kind of dark particulate matter that we had to clean out before we could use the drawer. The lid for the ice bucket was dirty and there was old water and particulate in the bucket with no plastic bag liner provided. The refrigerator was either set way too cold or was not working as it should to the point where it froze fruit that i put in it. The laminate plank flooring was atrocious with raised seams, broken corners and planks moving up and down-not what I would call safe. Worst though was we were supposed to have a mobility accessible room with a roll in shower and we were given a non-accessible room because the room we were supposed to get was not available for an ungiven reason.||Same fare every day for breakfast (we stayed 3 nights) limited choices available and not very good quality on some of the items that were available. Some items were stocked in a...