It's nice to know that there is a new and modern hotel near our headquarters in the Chicago suburbs. So when I need to go there, I choose this hotel. That doesn't mean much though. My room this time had a "lived in" smell despite the modern brown and blue decor, leather headboard, wood and stainless steel furnishings. Like someone had been staying at the room for a long period and left his body odor (though not a bad odor). Not sure how they would remedy this. I'm pretty sure my linens were fresh. This is why I usually travel with a scented candle most of the time. The bathroom did not have a tub and the requisite bath necessities were present--lotion, shampoo, conditioner, even cotton balls, Q-tips and nail file. A hair dryer (1875 watts) was available and that is appreciated for someone like me with long hair.
They do offer free shuttle to and from nearby offices and restaurants. We did remember to tip the driver/desk clerk. At one time, he agreed to drive us to the nearby grocery store. There is only one restaurant and bar in this hotel. Warning: they serve entree-sized appetizers. Service was quite slow despite a late lunch and no other party being served but our party of 4 at around 1:30 on a weekday. The food quality was so-so, nothing great to write about. Our waitress was attentive, once she got around to serve us.
I do have one incident I experienced at this hotel at one of my past visits: I just checked in and went straight to my room. As I slipped the magnetic card into the slot and turned the door knob, I was shocked to find a woman sitting at the desk (her back facing the entrance) working at her laptop. We were both shocked to see each other and I immediately apologized and left. I quickly went down to complain and got the apology from the desk clerk. I thought they'd make a bigger deal than this.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
30 July 2011
Thank you for your review. There is a lot going on here. I want to address the issues first. In terms of your room not smelling fresh - please know that if that happens again if you come to the desk and let us know we will take that room out of order and get in there to determine where the smell is coming from or do a deep cleaning of the carpet. There are things that can be done. You shouldn't have to use a candle when you travel to have a fresh room. This is honestly the first time I have heard this and I do want you to know you would be moved if that ever happened again. Also, please know that our bedding package is white so that they are laundered and bleached after each and every guest. For future reservations our king rooms do have shower stalls but tubs are available and if you prefer a tub, let us know and we can accommodate your preference. If you are a Starwood Prefered Guest, a note can be added in your preference section so that all reservations at any Starwood hotel would show you prefer a tub. In terms of walking in on an occupied room, first of all I do apologize for the experience. I can imagine how shocking that would be to both parties. Our system is pretty fool proof so I need to research how that happened. I'm disappointed that you did not feel our front desk was responsive to the situation. Because this does not usually happen, I can only imagine that the desk agent was embarassed and we need to look at training our team on how to handle a situation like that if it ever happens again in the future. Our hotel does only have one restaurant and lounge area due to the size of our hotel (161 rooms). It is a hotel restaurant but I think the food is good and it's definitely a convenience for guests who do not want to leave the hotel. I'm sure you can appreciate the design of the hotel and I would bet your group felt comfortable meeting in the area. At 1:30 pm we may have been down to one server. Not as an excuse but we don't have much business from 1:00 - 4:30 pm so they do have less employees in the kitchen and on the floor. Not knowing the details, we have quite a few groups that use our restaurant to hold "pre-meetings" before they go to the company they are visiting. Our restaurant team tries to be responsive without being too intrusive to conversations that are being held. Due to our location, we have many groups that are holding conversations that we are very discreet about. I will meet with our food and beverage director to discuss your experience, I am sure she will want to review their staffing to accomodate later lunches. Please call me if you need anything during future stays or if you experience any problems. My General Manage is always available as well as myself. If I am not on property the front desk will give you my cell phone number so you can reach me. We appreciate your business and I look forward to meeting you during future stays. Geri Patterson
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC