Hilton Chicago/Oak Brook Hills Resort & Conference Center — Hotel in Westmont

We just wrapped up the PMMI Annual Meeting at the Hilton Oak Brook Hills Resort in Oak Brook Illinois. I am sorry to report that the experience was not good in comparison to many others I have had as a meetings professional. My specific issues were

Failure to honor a contract. The contract I signed with the Hilton Oak Brook on October 6, 2021, specified that I would have occupancy ofthe ballroom starting on Sunday, Sept 11 at 8 AM. Despite this, the hotel contracted with another company to allow use of this same room until 4pm. In the end I was able to get access to the room at 2 pm. But this completely disrupted the ability of my AV contractor to set up our rather elaborate AV needs within the timeframe I had contracted with them, resulting in increased cost for my company. Failure to fully hold my company harmless for increased costs caused by them. My AV production team incurred 2 hours of unplanned overtime costing my company $9, 539. At first the Hotel’s Director of Sales would not reimburse me for this cost, but finally agreed to reimburse 50%. Unprofessional Conduct. During the above discussions, Mike the Sales Director insulted my professionalism by trying to persuade me that the AV company they use would have charged far less for the overtime, I am familiar with this company and they do not perform the same level of complex AV production that my contractor does. Furthermore, during this discussion he asked me multiple times to “smile”. I felt that his entire attitude towards me was patronizing at best. I do not believe a male counterpart would have been talked to in this way. General lack of Service. We encountered many instances of what appeared to be carelessness and lack of attention to detail. Items discussed at Precon did not get passed on to the banquet captains resulting in insufficient tables in the general session and incorrect buffet set-up. I shipped two boxes of magazines to the hotel, but was not informed that they had arrived until after the meeting, too late to be used. Amenities were delivered to the wrong room. A pallet of materials at the end of the meeting was given by the hotel to a different shipping company than the one I had contracted with, resulting in significantly increased costs and inconvenience. Linens I had rented for our general session, were returned to the linen company with had rips and burn marks Poor Housekeeping. My attendees complained about the smell in the space and in the sleeping rooms every day. Rooms were only cleaned every four days which the front desk did not inform my attendees as they checked in. When my chairman asked for them to pick up the plates from his room, they said no that they would only bring him towels. One of my colleagues ordered room service and the hotel worker walked in without knocking. It looked like they didn't vacuum the meeting space each night.

Having said all that, I will acknowledge that the banquet captains at this hotel were fantastic. They worked hard to make everything perfect. They were the stars of the hotel. Anyone above them just seem to not care. Also the Hotel has agreed to defray some of the additional costs of their mistakes as discussed above. I do not enjoy giving such negative feedback but after sharing my experience with my national meeting planner network and receiving comments from other planners who had the same issues, I feel that my situation is not unique and this Hotel has a...

The housekeeping staff broke my laptop and then lied about it. When I went downstairs to talk to one of the managers — I don’t remember their names, but one was a big boned blonde woman in her 30s, she accused me of lying and said that she believed her housekeeper because protocol dictates that they are not to touch any of the guests’s personal belongings. I kept trying to tell her that I think the housekeeper accidentally knocked the laptop over when making the bed because I had left it open and face up as I usually do on the side table and when I came back at the end of the day, the laptop was facedown, closed and unplugged. The minute I turned it on I realized that the screen was cracked in two spots and would not turn on. Next I tried to talk to the overall resort manager, who was a very dismissive Caucasian woman in her mid to late 40s. I do think some of this was racial profiling on their part. She did not even bother to look up my name before talking to me and initially referred to me as room 936 until I told her my name. She then proceeded to tell me, “it’s your word against (the housekeeper’s) and (the housekeeper) has been with the company for 10 years so we believe her.” She kept saying, “what is it that you’re looking for?” Obviously in a situation like this, if a guest has had their personal property damaged, the hotel should be compensating for that which is what I told her. The older manager admitted that in the past they have paid to fix a guest’s camera that had been broken by staff, however, she insisted that I must have broken the laptop myself. She even went on to say that if the laptop fell on carpet, how could it have fallen that hard. Well, considering I left it face up and open, it definitely could have fallen hard enough to crack the screen. She also told me that next time I should lock my belongings in a safe. So why do I need to lock my belongings in a safe if you swear that your staff does not touch the property of guests and had nothing to do with this accident. I told her I was unhappy with my stay and this treatment. She responded by saying, “I can help you check out a day early.” It’s going to cost me maybe 200 to fix the laptop so it’s not that big of a deal. It’s the sheer inconvenience of the fact that I can’t access any of my files, accounts or emails because everything is saved on this laptop. Moreover, it’s the audacity and the disrespect that was shown to me by calling me a liar repeatedly. What reason did I have to lie? I did not have some devious plan to get a few nights comped which is what they implied. I was also told that I would be receiving a phone call from the manager twice which never happened. She sent a cursory email at some point, saying the same thing about how it was my problem and the housekeeper did nothing wrong. In my honest opinion the resort is beautiful, comfortable and clean. The staff, however, is completely atrocious and I expected better from the Hilton brand. They really need to look at who they are hiring as managers because this is not how you treat guests. I know I’m only one person so at the end of the day my business doesn’t matter to them, but I will not be staying at another Hilton property ever again. I definitely miss the days when customer service and support was at the forefront of the...

Upon check-in, I wasn't acknowledged as a Diamond Member. Nor did I receive a welcome bag. Hadn't been to this property since the day of my engagement to my wife 5 years before. I received a welcome sheet that highlighted many things but what stuck out most was NO PARTIES which was a red flag and indication that this resort must have this alot of this. It also helped me understand and put 2and2 together that this is why there were 2 security guards with tactical/bulletproof vest on in the lobby. (Scary) Not the normal nicely suited clean cut security guards at other Hilton brands. I questioned, is it safe here for my wife and children.

My room was totally unexceptable. Dirty baseboards, unprofessional re-painted (brush spotted) closet doors for a full service hilton, dirty hand prints on wallpaper in bathroom, chipped lighted mirror (child Hazzard), sink falling apart with visible stains on it, noticeable/unexceptable caulked side of tub and chipped paint over tub/shower. This was clearly a room used to party and I was placed in it. This room put me in the mind of a 2 star motel 6. I was overwhelmed and tired to make a statement (not complaint). I HATE COMPLAINING. What cs rep would put their elite members in a room like this. And I noticed from outside  that almost every single light in all the the rooms on the top floor were out. I know the rep didn't know the room looked like that.

Diamond, Gold or Honors Members should always have high floors offered or given immediately upon check-in.

NO Executive lounge reception on FRIDAY.

Executive lounge breakfast was amazing with a attentive servant staff. This was a plus after the negatives.

Upon check-out I noticed over 30 welcome bags on the counter and I asked for mine, Suzy said that they were for the wedding party coming in. Wooow Really. The entire wedding party must be hilton honors members (silently thinking 🤫).  At this point I realized that I had to take this up with consumer affairs and management to address these concerns/ issues . I've been to many hilton brands and have had better customer service, cleaner rooms and respect that values me first then the finances that my business pours into a brand than this property poured attention into my family and I. I love, respect and honor my relationship with hilton. But this was...