DoubleTree by Hilton Chicago - Arlington Heights

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To maintain the customer service during busy time is most important role in this business. The staff even did not smile while we did not include the tip in our bill . What is the benefit to give the tip while the breakfast is self service.

Clean, quiet, comfortable and easy to access

I always check for shuttle service when I need it for airport pick up etc. Which was confirmed by the hotel. When we arrived into OHare and called the hotel, they said shuttle service was not available for over 1.5 hours. This was after calling without a phone pick up for 30 min. They would reimburse me for an Uber and they said no. I don’t have to pay $58 for a Uber ride to the hotel. The next morning I again asked for a shuttle ride to the airport and they said the shuttle was not available and would not give a reason. Again I had to pay $32 for an uber to the airport. I expressed my concerns, not only to the hotel manager and desk staff and nobody would respond. We also had issues with the air conditioning as it sounded like a train was coming through the wall. When I expressed my concern to the staff, they sent a maintenance guy up and all he said he can do is shut it off. So we went without Air all night. I would never stay at this hotel again. They obviously have false advertising on the shuttle availability and service and the property was obviously very old.

Hilton should be embarrassed by this hotel. Let me start by saying that the hotel was aware months before our on-site conference that there would be over 250 participants, many of us staying in their hotel through a contracted group event price. One would therefore have expected them to staff the single dining area appropriately since there was only one single restaurant in walking distance. It is common for conference attendees to not have a car. The hotel was contracted or notified about the need for 6 buffet meals. One time they ran out of French fries and started serving bags of potato chips instead. At the final evening dinner they served about 70 people. They ran out of mixed vegetables and started serving sliced heated cucumbers slices. They ran out of cheese for the Cesar’s salad halfway through the buffet line. There were two employees "overseeing" this buffet. During the two evening buffet dinners the beef was extremely dry and overcooked and barely eatable by many I spoke to. Then on Monday, despite being informed that there were at least 250 people in the hotel for the conference who would need to purchase a lunch, they closed the kitchen and the restaurant!! The single food option was to walk to Denny’s one block away through parking lots, and I had already eaten at Denny’s several times during our five-day stay. Some of the rooms had refrigerators and microwaves and some didn't. When I asked about getting a refrigerator there wasn't even an option for me to pay for one. This negated ordering food from outside. They have a happy hour and advertise $5 draft beers. Sounded great however they haven't had a working tap in over 5 weeks. False advertising? No alternative to compensate??? What???? Three of the five mornings I arrived in the lobby for coffee before 9:30 am only to find that the coffee urns were empty or were missing. Tuesday morning the two café employees were standing talking, and when I asked about the missing coffee urns they immediately went to the back and brought out two full coffee urns. There was such poor attention to customer service. In addition, they were often understaffed and not able to provide food services for the number of attendees. The only water for hotel guests was available during the coffee service. Once the coffee stopped, so did the water. I cannot remember being in a Hilton DoubleTree where there was no water urn in the lobby. The water urns in the conference rooms were consistently empty because they were not being refilled. The shower water was warm but never hot. The mattress was comfortable. A few of the employees were helpful as were the shuttle drivers during the limited times of availability. This hotel caters to overnight guests from the airport including airline staff, yet there was not even a small food store in the lobby that many hotels have for 24-hour food needs. I am aware that the average hotel makes a significant profit from food and beverage services.

This is a sub-par hotel that I would avoid unless management steps up and makes major changes. Let's start with food service. At this property, that's an oxymoron. In what is the highest profit part of the hotel, management has failed terribly. There was insufficient staff to handle the conference group that was booked in a year in advance. 1 bartender for 300 people. They have a happy hour and advertise $5 draft beers. Problem is they haven't had a working tap in over 5 weeks. And try ordering food with only 1 person working the room (bartender). So let's talk food quality. At best it is adequate. The bar/restaurant and in-house catering demonstrates how not to do things. They ran out of food in both the catered meals and restaurant. Here's the most incredible part. Despite having 250 people here on Monday for post-conference meetings, the restaurant was closed for lunch forcing people to go off property. This hotel needs a face-lift and refreshing of rooms. (Lobby pictures to follow.) It's tired and shows a lack of any corporate oversight. Rooms were typical. The bathroom was clean as were the public restrooms. All-in-all not recommended.

My daughter was married in August and this hotel was where our venue recommended we have a block of rooms. We brought in over 40 nights of rooms in business for them. The night of the wedding we also stayed over and got to our room after 1am. The air conditioner made the loudest, sleep distruptive sound every time the compressor turned on. Being 1:30 am I knew I had limited options and just wanted to sleep after a long wedding day. I slept 0 minutes. When I check out, the woman at the front desk, Aurora was very sympathetic and was astonished by the sound. I requested a refund and she agreed but said I had to send the video I took to management. I also sent it to Jessie Kim, the senior sales manager who was my contact for the wedding block. No response from her, very disappointed as she was very responsive and nice to work with up until this situation. But, Nicholas Flowers, the director of operations offered me 50% off my stay. WHAT??? Your job as a hotel is to provide sleep. I had no sleep, brought in a lot of business and this is how you respond. I called Hilton headquarters and they did refund my money, fine. Honestly, they should have refunded my other room I had another family member in too. The hotel is old, needs updating from what I saw in my short time there. Room appeared clean. Would I recommend you stay here, NO! They don’t care about their customers, especially one who brought them a lot business. Hilton should be ashamed of themselves!

Brilliant