Extended Stay America Select Suites - Chicago - Rolling Meadows - Rolling Meadows, Illinois

Rebecca W.

Update: Hotel Management's response has acknowledged my concerns; however, it does not provide a constructive solution. It reads as a canned reply, generated by AI. The involvement of upper management in adding the account fees leads me to question the seriousness with which this matter is being treated. I would prefer to avoid legal action, but it is important to note that tenant law may be applicable, as my receipt indicates "Room Rent," which could expose the hotel to potential double damages. Furthermore, violations of the ADA can result in significant fines, potentially exceeding $75,000. I strongly encourage management to address this issue promptly to avoid the need for legal proceedings or formal ADA complaints.

I also spoke with the district manager who doubled down on the experience I encountered with staff. I will be filing a complaint with the ADA on this matter. Service dogs do no count towards pet limitations. Illinois state law also affords my service dog in training the same protections as my fully trained service dogs. You cannot force guests to stay in pet friendly rooms if they are staying with a service animal. It does not matter what your company policy is, it does not supercede ADA law.

Review:
I was looking forward to my stay at this hotel during a recent trip to Chicago; however, I encountered several issues regarding the service and treatment I received that were quite concerning. Upon attempting to check in, I faced challenges related to my service dogs. There was no where during the online booking process to inform the hotel about my service dogs in advance. When I communicated to the front desk staff that I was traveling with medical alert service dogs, I was met with resistance. A staff member indicated that the hotel reserved the right to refuse service if they could not locate a pet-friendly room, which is inconsistent with the provisions of the Americans with Disabilities Act (ADA). For reference, please see Q11 on the ADA FAQ regarding service animals.

Additionally, there appeared to be a misunderstanding about the distinction between private and commercial property. As a commercial entity, the hotel is subject to ADA regulations.

Following the check-in difficulties, I was locked out of my room the following day. When I asked for them to fix my key, I was told that there were undeclared pets in my room and informed that I would incur a $400 fee for my stay. I reiterated that I had two service dogs, as well as a service dog in training. While I was willing to pay the pet fee for the dog in training, this was declined. I was subsequently given the choice to pay the full fee or vacate the premises. As a result, I requested a refund for the six nights I would not be staying, as I felt it was inappropriate to pay an unlawful fee for one of my service dogs. Unfortunately, I received less than half of the total cost for a seven-night stay and was instead charged excessive fees.

At this juncture, the hotel staff maintained that they were private property and had the authority to impose their own regulations; however, this understanding is incorrect given their status as a commercial business. I am currently awaiting a response from corporate management before deciding on the next steps, including filing a formal complaint with the ADA. The hotel’s actions represent multiple violations of the ADA, leading to unjust discrimination against me. My service animals behaved appropriately throughout my stay and did not cause any disturbances or damage, and I took care to meet their needs responsibly. It is troubling that, out of all the hotels I have stayed at across the country, this particular establishment chose to treat me in such a manner and committed numerous ADA violations.

Genesis T. M. I.

We were in town for a medical procedure. The front desk staff was so helpful and concerned and made sure we were in the best room for our needs. The room was clean and plenty of room. Will stay there again when we return.

Lisa C.

I Stay at that hotel for 3 months. Very clean. Very nice people. The manager is very sweet and nice All the workers are friendly and all the people stayed, there are super friendly and this hotel is a 10 out of 10 I will definitely recommend this hotel I will definitely stay there again I am very happy with the service 😊😊

Dr T.

This is considered a "residential" ESA. Not a "normal" ESA. I feel this should be made clear on not only the signs but also the website as well. Otherwise, guests will expect ABC and get xyz, and that might make some folks upset. I feel that if guests know what to expect ahead of time, it can avoid a lot of not so happy customers. For example, there are no trash cans here. You have to bring your trash to the dumpster in the back. There is no breakfast. And the pet fee is not cheap. I believe it is $10 a day. So an extra $300 ish if you stay here a month. You are charged daily if you swap towels. Folks need to know this before they move in. Most of the guests are friendly. The residential / management also cut down 3 beautiful, healthy, shade-providing, and wind-protecting trees. A pile of woodchips is left in its place. It looks really unkept and like someone doesn't care. While half dead trees are not cared for or pruned. It doesn't seem to make sense. I'd think one would want to make the grounds more beautiful... instead of clear cutting trees and not even properly cleaning up when done.

I'd say about half of the staff is friendly. The change in management / the change from a "normal" hotel to a "residential" hotel was not good, in my opinion. I think switching back to the previous management / this being a "normal" hotel (as opposed to a "residential" place) would be better. It would make a lot of long-time guests very happy. I'm not sure why they switched from a "normal" hotel to a "residential" hotel in the first place. Why fix what's not broken? 🤷🏾‍♀️

Timothy B.

The staff is extremely helpful and always looking to make your experience better. Rooms are kept always clean and it’s very quiet.

Edgar B.

Great location close to trail and walmart.
Friendly manager and thankful for how welcoming Sheryl is. Shes been so kind to my wife my 1 year old baby and myself. Recommend to book at this location! 🙂
Clean, friendly and welcoming to toddlers.

Update: location is still safe and friendly and property is maintained clean.

James W.

The best place I would stay at .. I loved it out in Rolling Meadows and the staff are like professional and very nice.. I liked talking to them... and would be back there any day... Thank you guys...

Makenna H.

We love this place! They made our stay so inviting and comfortable. The staff is so kind and personable and are always willing to help. Sherryl and the rest of her team are phenomenal, and will make you feel at home. Thank you extended stay team for all that you do for your guests! It is also very clean and it’s evident they take pride in their business. The amenities are great, spacious laundry room, great rooms, lots of parking, just to name a few! The location is perfect because it’s in the middle of everything, lots of great restaurants and fun things to do. 10/10 recommend!