Embassy Suites Chicago - Schaumburg/Woodfield

Visiting this hotel twice in a month for two nights each for work gave me a good idea of what it is, and truthfully it's an above average place to stay for a work trip. The people working at the front desk are nice, the rooms are clean and comfortable and the gym is serviceable. Additionally, the morning breakfast is more than ample and the location is great for all things Schaumburg. Why not the 5th star, both times I visited, the bartender at the hotel sponsored happy hour had a horrible attitude. It's o they didn't want to be there and certainly didn't want to be a bartender serving people. Anyhow, solid choice for a few nights in the area.

I told myself I would never stay there again, but booking last minute I thought I would give them one more try, but I'm the fool. The check in desk is filled with the most rude people I have ever encountered. I was going to write an email to GM Mike Hansen, but read the reviews on him, seems like he was transferred to this hotel and brought his attitude and poor customer service culture with him. I will never stay here again and am contacting Mariott to see if they will match my status so I can leave Hilton and their outdated hotels all together. Please note Xavier was the only nice employee I encountered. Stay away, other better choices. It is a shame as Embassy Suites was the top tier hotel. Was.

Jen, at the front desk, who claims to be a manager, has an extremely negative attitude and doesn’t do her job properly. We respectfully understand that check in is at 4pm. We arrived at 9:30am and asked if we could check in. Jen was at the desk and immediately began her story about being sold out the night prior and no rooms were ready and housekeeping had just arrived at 9am anyway. She never checked the computer for our name, room type or even our honors status (gold).We then asked if our room could be put on priority and she told us she would let housekeeping be aware AFTER we mentioned gold status and having 3 rooms booked. And she refused to take our name and number to call when the room is ready and that we need to go to the app for digital check in and wait for a notification. We left for food and came back to inquire around 1pm and still nothing. I then sent a chat asking about the check in status and when there was no response I called at 3pm, Jen answered and told me that not a single room was ready, our room type and every other type in the entire hotel was still dirty (one hour prior to published check in). She then lied and said she would never offer priority housekeeping and there is absolutely nothing she can do. A few minutes after the conversation with Jen I received a return chat from a different agent stating that one of my rooms was ready. There is no room management in place at that hotel and zero communication between the front desk manager, Jen, and housekeeping. Please note this is about the employee who unfortunately is representing the hotel…what a shame!