Homewood Suites by Hilton Orland Park - Orland Park, Illinois

Shamika D.

Absolute TRAAAASH! My daughter is turning 12 so we decided to celebrate her birthday with family. A worker by the name of Cheyenne told the children that they needed to be accompanied by an adult at all times. She looked at them and said, “I’m 25 years old, I don’t play with people kids. WHAT? Why would you say this to a child? All because they looked at you. There’s a lot to unpack here but let’s unpack what happened in the weight room: Again, there were two adults in there with them…NO, the kids were not mishandling or playing with the machines carelessly. They were simply working out as that’s what it’s used for. Well, Ms. Disrespectful and very condescending Cheyenne stormed in the weight room saying in a VERY loud voice, “There’s way too many people in here” I then begin to ask her, “How many people are able to be in here at one time?” Her response was, “there’s just way too many people in here and if you ask me one more question I’m going to band you from this hotel. Your kids are disrespectful” They were accompanied by two adults and if there was a problem talk to me. I then said, “And if you put me out I want my money back…where is the manager because you are rude?” She replied in a sneaky tone, “And you’re not going to get it!” WHAT KIND OF WORKER GOES BACK AND FORTH WITH A CUSTOMER?! A VERY RUDE ONE! If it wasn’t for us you wouldn’t have a job! I’m an African American successful female. Her comments made me feel like I’m “beneath” her….treated as if ALL African Americans are loud, broke and obnoxious. My husband and I are business owners and this isn’t a way to conduct proper business. Let’s fast forward to today: I spoke with the manager regarding this issue and she pulled up Cheyenne fake report saying that she was threatened, disrespected, etc. The manager Susana claimed that she would take my report and compare it to Cheyenne’s, and do an official investigation. Susana said she can’t hear what was said but she can see what happened…. Sounded like a joke to me. The whole time the manager read Cheyenne’s entire report, asking my husband and I questions about it as if she believed it. The manager NEVER apologized for what happened. She said, “I wasn’t here so I’m not sure what happened” Oooh, I’m telling you now. Then I began to think: Like Manager, like worker! Improper training for sure. I’ll definitely report this further to corporate. Everyone, I’l don’t beg for anything but PLEASE STAY FAR AWAY FROM THIS HOTEL!! My rating: negative zero out of a 100!!! The customer service is theeeee worse!

Kristi

Positive: The breakfast was okay. Negative: On the website it says a heated pool however the water in the pool was cold but the room was warm. I told the staff at the hotel and a maintenance worker was going to look at it they did however the water was ice cold.

Natalie H.

Stay far away from this place! Where do I even begin… we had a fire at our house so our insurance company suggested Homewood Suites since it is an extended stay hotel. ||||Upon arrival, we noticed how filthy it was but we kept telling ourselves that the situation was only temporary and that we would be back home soon so we tried to complain very little. ||||We stayed in room 311 which is a suite with two king size beds. The furniture was caked with old stains and dirt (see photos), there was a bloody tissue in the corner behind the lamp, the pull out couch had blood and crusty stains all over it to the point where they had to come remove the cushions and replace them on our first day (see photos) - which left us uncomfortable, so the rest of our stay we had white sheets covering all the furniture. The room had a faint smell of mildew, the outlets only worked in half the room (see video), the ceiling fan did not work in our room (see video) and still WE WOULD HAVE NEVER COMPLAINED PUBLICLY had they treated us better. ||||We were friendly and respectful to all staff. I made sure to take the garbage out everyday and place our dirty linens in the housekeeping hamper instead of leaving them on the carpet in the hallways like others did. We stayed out of the lobby, never went down for their disgusting free breakfast, and only attempted the pool once but never went back after we saw the thick green line of dirt surrounding the water. I say all this to say — WE STAYED OUT OF THE WAY AND WERE ALWAYS RESPECTFUL AND THEY STILL TRIED TO CREATE ISSUES FOR US. We had someone from another room who kept calling our room in the middle of the night and waking us up, which they told us they couldn’t track. Instead they just had us unplug the phones. There was a guy in a white pickup work truck meeting prostitutes at the back door and bringing them into the hotel, and there was countless smokers standing at the back door where it stated no smoking - and still they went out of their way to bother US! They are racist! ||We stayed here for a month which in total was a $11,466 stay. We were aware of the cost but this hotel is filthy so that much for one month is insane. On our last weekend staying there (mind you we had already been there a month) the engineer and manager came and knocked on our door and said they were here for a “routine check” of our room. This was 1000% racially motivated as my fiancé is black. Our room had just been serviced two days prior so it was not like they didn’t have access to our room for a long period of time because that would then make sense why they needed to check on the room. My fiancé was at work and my son was at school and I was in the room alone laying down (I was getting over being sick) but I gladly let them check the room. They say nothing to me, leave, and a few minutes later we get a text that we are going to be charged $250 for smoking in the room. I immediately went down to the desk where they said there was nothing I can do. I asked them if someone complained about our room smelling like smoke and the manager who kept rudely smiling in my face said no. This was absolutely racially motivated. There is no reason at all they needed to even check our room and she could not give me a reason why did it in the first place. We would NEVER smoke in a hotel room and the room had ZERO smell when they walked through it. Luckily there was a Sr. Manager (Andrea) there who agreed to come up and did confirm their was no smoke smell and did in fact remove the charge. We felt sooooo uncomfortable being there after this, luckily it was our last weekend. If someone smokes in the room, the linens would smell, she made that up and I cannot believe it, given we had SO MUCH that we could have complained about and that our bill was already 11.4k. They were trying to STEAL from us and yes we have raised this issue to corporate. Never ever stay here. Especially if you are black

Mike H.

The lobby smelled like baby powder. The showers don't get hot. The staff is insufferable. I would give this hotel zero stars.

Ela B.

I recently had a profoundly disappointing experience with this hotel, which was especially disheartening given the significance of my visit. I had booked rooms in February for my August stay: one room for 4 nights and another for 11 nights. In addition, my family members also booked two rooms, and a total of three rooms were impacted by the same issue.

Our primary reason for selecting this hotel was its suite rooms with a fully equipped kitchen , living area with a pull-out sofa, and a separate bedroom with double queen beds. These amenities were essential for our out-of-state trip to attend my brother’s wedding. The suite setup was ideal for our needs, including coordinating fittings, hair, and makeup appointments in one location.

Three days before my arrival, the hotel called me directly and confirmed our reservations over the phone, and I verified that all rooms were correctly booked and a valid credit card was on file. However, the day before our arrival, I received a call late in the afternoon informing me that two of our rooms, as well as a room booked by a family member, had been canceled. The reason given was that guests already in-house had chosen to extend their stay, displacing our confirmed reservations.

This situation was particularly frustrating because the purpose of making and confirming reservations is to secure a room, not to have it arbitrarily canceled for others. After spending approximately three hours on the phone with hotel front desk staff, the hotel manager, and Hilton guest relations, no satisfactory resolution was provided. The hotel did rebook our reservations at their sister property across the street, but the accommodations were not remotely comparable to what we had originally booked. Instead of the suite with the specific amenities we needed, we were given a standard room with just two queen beds and a mini fridge—no microwave and no living area.

To make matters worse, there was no offer of a discount or apology for the inconvenience. They gave just the standard going rate which was almost the same price as I paid for the reservations made several months ago. The lack of empathy and proper customer service was glaring. Two of the rooms stayed at the sister hotel, while the third room, which was booked for 11 nights, had to be relocated to a different hotel entirely as a standard room wasn’t suitable for the extended stay, and we were left on our own to make these last minute accommodations.

I wasn’t expecting any free nights or compensation beyond what was reasonable, but I did request a comparable suite room or, at the very least, that they cover the price difference if I could find a suitable suite elsewhere since the prices were higher in the area being a last minute booking vs. the prices in the area months ago. The hotel refused to honor the reservation or provide any financial assistance, leaving us stranded with subpar accommodations.

This experience has left me deeply disappointed with the hotel's handling of the situation and their lack of effective resolution. To this day, nothing has been done to address or rectify the situation. I hope this review serves as a cautionary tale for others considering this hotel and emphasizes the importance of reliable customer service and honoring reservations.

Roxy F.

Wonderful place for wedding, anniversary, parties. Great food and service.

Hey T.

Nicely appointed and well-decorated suites. All appliances in good working order. Front desk manager Parker was awesome when we needed an extension or modification to our long-term stay for business travel. Breakfast selections need to be improved, provide a waffle maker and not the EZ bake hard waffles. The Wednesday evening light meal is always broccoli cheese soup with fruit...who wants that!? Serve something different please.

Real P.

This hotel is a designer's worst nightmare. My room has a full size mirror facing the bed on one side and a large window opposite the bed and the room is on the east side of the building, hope you like getting flashbanged at 6 am when the sun comes up if you forgot the close the double blind (this should be how the room is made up for guests by default unless you want to seriously piss someone off). The bathroom layout is similarly confusing, my room had a walk in shower, the door to the shower was on the right side, however, the hook for hanging your towel was on the far left side, so you have to step out of the shower soaking wet and fumble blindly on a tile floor for your towel. I'm curious to know if anyone has ever been injured or died in my room. There is also a lot of vandalism going on in this hotel, the branding on the toilet seat in my bathroom was defaced, and the elevator emergency sign suffered a similar fate. I don't recommend providing a phone number to the front desk, they will harass you under the guise of improving your stay, when in fact I just found it highly annoying. I was texted at 10 PM to let me know that the following day's breakfast would include a taco bar, gee thanks I guess, I was then texted in the middle of the day the following day while on site with a client and asked to rate my stay 1 to 5. I replied later on with a low score and was then asked what could be done to improve my experience, I replied that I would like to leave feedback about my experience, and got no reply. I am afraid that my phone number has been fed to an AI chatbot who will continue to pester me with inane rambling in an attempt to drive me mad. I need help. The walls are closing in. Please, get me out of here.