Holiday Inn Rolling Meadows-Schaumburg Area

We arrived and seemed to inconvenience the front desk staff. They had to put down their phone and check us in. The first room we were put in smelled heavily of smoke. We also found the battery had been removed from the smoke detector. We went back to the desk to ask for a new room, which we were given. In this room, the blinds would not open. Also, the shower door would not stay shut, forcing us to wedge a towel in the door to keep it closed. The pool was closed, and appears to have been for some time, however no indication of that is given on the website. During breakfast, there was a large garbage can in the middle of the dining area and another small one on a table collecting water from a roof leak. Worst of all, the crew painting the building exterior was careless and now we have white paint splatter all over our vehicle. Numerous attempts to contact hotel management have gone unanswered. DO NOT STAY HERE!

I honestly don’t even know how to put into words how upsetting and frustrating this entire experience has been. I have never experienced such a lack of compassion and basic customer service. I was calling and translating for my father because he does not speak English. He was already exhausted and overwhelmed after a long day of traveling, and what happened made an already terrible situation so much worse. Because of the issues with United Airlines, my father had to wait THREE HOURS outside the airport for the hotel shuttle to come pick him up. Three hours. He was already dealing with canceled flights, missed connections, and an extremely long journey, and then had to stand there waiting for transportation. When he finally arrived at the hotel, the front desk experience was unbelievable. The employee was sitting on her phone and would not even begin helping until people became upset and started speaking up. And when she finally did help, there was absolutely no patience, kindness, or compassion. My father was told at the airport that because of the flight disruption, the hotel would provide him with a meal and transportation to the airport. He had not eaten since lunch. His first flight was canceled, and then his next flight arrived too late for him to make his connection, leaving him stranded in Chicago overnight. His original trip was already supposed to take around 18 hours, and now it had become even longer. I called the front desk and explained that my father had not eaten all day and asked how he could get the meal that he had been told would be provided. The response? “That’s not our problem. Contact the airline.” Seriously? How is my father supposed to deal with the airline when he doesn’t speak English, is exhausted, stranded in a city he doesn’t know, and is relying on the hotel for the assistance he was told he would receive? Then I was told that the hotel shuttle would not run until after 6 AM, but my father needed to leave around 4:30 AM for his flight. I explained again that he doesn’t speak English and doesn’t know how to order a taxi. The employee was clearly annoyed that she had to help him arrange one, and he now has to pay for the taxi out of his own pocket. And honestly, I’m still hoping she actually ordered it for him. I called the front desk myself because I thought maybe speaking directly with someone would finally help. Instead, they hung up on me. I called again. And again. And again. I called SEVEN TIMES before someone finally answered and said they weren’t sure what happened. At this point, it isn’t even about the money or the inconvenience. It’s about basic human decency. My father is someone’s dad. He is a person who was exhausted, hungry, stranded, unable to communicate in English, and simply trying to get through an extremely difficult travel situation. He needed a little help. He needed someone to show some compassion. Instead, he was made to feel like he was a burden. I completely understand that flight cancellations and delays are not the hotel’s fault. But how you treat someone when they are vulnerable and having a terrible day says everything about your customer service. This was an incredibly upsetting experience, and I would never recommend this hotel to anyone, especially someone traveling alone or someone who doesn’t speak English. And after everything my father has been through today, my experience with United Airlines has also been extremely disappointing. He deserved so much better than this

The location is close to the highway, and is not walkable. It's close to the woodfield mall and they have a shuttle (check the times with front desk). The atmosphere is safe but very much gives budget vibes. The rooms are not clean, and the amenities (Dove products for toiletries) were locked. The shower was dirty and had spots. The alarm clock did not work. The Phone did not work. The outlets in the bathroom didn't work and the shower door kept sticking. There's no in room housekeeping unless you explicitly request it, and if you need extra bedding, towels, toilet paper, etc you need to pick them up at the lobby yourself. I recommend asking for new bedding because mine were dirty and sooty upon check in. They do offer late check out. They also offer airport shuttles. The free breakfast was great, but there's only one ice machine/water purifier by the front desk and it's very finicky. The coffee machine in the room also didn't work, and the one in the lobby was also finicky and didn't always work.