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“Nice place, but need some improvement”

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Eaglewood Resort & Spa
Ranked #2 of 5 Hotels in Itasca
Certificate of Excellence
GreenLeadersSilver level
Reviewed 12 September 2013

My wife and I stayed at the Eaglewood Resort and Spa, with the “Turn Up the Romance” package, which was my present for her birthday.

The package included:

- Deluxe overnight accommodations for two adults

- Champagne and chocolate-covered strawberries

- Two complimentary drinks in Ogden’s Bar (or any other bar in the resort)

- Breakfast for two in the morning in Burnham’s restaurant

- Enjoy a 30-minute couple Swedish massage at The Spa

- Welcome basket with cheese, crackers and fruits and a Spa amenity.

- Late check-out of 2pm

To the package, I also added a $60 resort dining credit for $60 and I paid in total $380, taxes included.

My wife and I, overall, had a nice time at the resort. Specifically, we liked:

1. The room had a nice golf course view was spacious and quiet.

2. The food at dinner was delicious and refined. We both loved each dish.

3. The place is quiet and it was really nice to unwind and relax.

4. The experience at the Spa was great. We both enjoy the couple massage and the time in the relaxation room before and after it.

In addition, I also want to give a special mention to the waitress who served us at dinner (Catherine, maybe?). She was very helpful, knowledgeable, and authentically attentive. She helped us with a couple of substitutions and she was never intrusive.

Even though we had a good experience, I also feel like there are some details that need some improvement.

1. The TV had a big line of burned pixels and the pump of the soap dispenser in the shower was not working. I immediately informed the front desk about it, and they told me they will inform the engineering. However, they didn’t fix either of the issues.

2. The “welcome basket with cheese, crackers and fruits and a Spa amenity” wasn’t really a welcome basket because I had to call the room service in order to get it delivered to my room.

3. The Champagne included the “Turn Up the Romance” package tasted really cheap. Now, I wasn’t expecting a bottle of Moët & Chandon or anything close to that, but not even a $3 sparkling wine.

4. The Burnham's restaurant was closed for the night and I was hoping to have dinner in a setting that was a little less informal than the Prairie River, which feels more like a pub than a restaurant.

5. The food we had for dinner was really good and upscale, but unfortunately didn't really match the atmosphere of the Prairie River.

6. At first, my wife and I sit outside in the patio, which is a glass door away from the Prairie River restaurant (in fact, the drinks come out from the Prairie River bar), in the hope to have a dinner al fresco.

Unfortunately, we were told that in the patio, they were only serving drinks.

7. The elevators are really slow.

8. The Spa/Pool/Fitness center is located across the parking lot and they are not connected to the hotel. I was there in early September, so it wasn’t that bad, but I can’t think it to be pleasant during the winter.

9. There is no fridge in the room, which is quite disappointing for a place that calls itself “Resort”.

10. The whole resort feel a little outdated and needs some updates.

Room Tip: Ask for a room that overlook the golf course, on a high floor
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  • Stayed: September 2013, travelled as a couple
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1  Thank Simone C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
CharlesReece, General Manager at Eaglewood Resort & Spa, responded to this reviewResponded 17 September 2013

Thank you for sharing your experience in its entirety with us. Highlighting both the areas where we met your and our expectations, and where we need improvement, helps us to ensure we consistently “get it right” and provide the Four Diamond service we foster and strive to always achieve.

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373 - 379 of 606 reviews

Reviewed 11 September 2013

I adored the staff--housekeepers, servers, bartenders, shuttle drivers, front desk staff were all super friendly and accommodating. But we had trouble with the reservations the first night and it kept snowballing for the next three nights. The layout of the hotel is just plain weird. There are two towers and it can get confusing which way to walk to get to the correct tower. One person in my party measured that it's 1/4 mile walk from their room to the lobby so I wouldn't recommend this hotel to someone with mobility issues. The rooms were fine but if you want a refrigerator you have to rent it. I've never heard of this before. Why not just have two kinds of rooms one with fridges and ones without? Also, their self-serve coffee in the lobby ends at 6:30 AM. After that you have to bug the dining staff to get a cup of coffee to go. Why? Just keep the self serve station open all morning--it's more convenient for guests and staff.

The pool is in a different building across the parking lot from the guest rooms so be prepared for that.

Most of their ice machines didn't work and we had to try 4 different ice machines before we found a working one.

Another thing I found weird were the clocks. They didn't light up, so if you shut the drapes you couldn't see what time it was. If you're planning on getting up by a certain time double check to make sure your clock is right. We ended up missing someone because the clock was off and we didn't notice it.
Food in the downstairs restaurant was excellent. It was creative and delicious--everything I ate there I enjoyed.

Room Tip: The rooms had balconies which was really nice. It's pretty close to the airport so you'll ex...
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  • Stayed: September 2013, travelled as a couple
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Thank shannontrain
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
CharlesReece, General Manager at Eaglewood Resort & Spa, responded to this reviewResponded 17 September 2013

Thank you for taking the time to give us feedback on your stay this past weekend at Eaglewood. Only through the efforts of our guests opinions are we able to identify our strengths as well as areas in need of improvement. These comments were shared with our team, both the good and the bad were discussed and corrective actions taken.

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Reviewed 10 September 2013

Spent a lovely weekend here for a wedding and enjoyed the golf, pool and gym complex, restaurants, and the outdoor patio where a steel drum band entertained by the firepit until well past sunset. Rooms and bed were comfy, but ask for a golf course view or you will be looking over a large parking lot. Decor is a bit ho hum, but we enjoyed the spacious lobby and fireplace and the restaurants had great food. Our Groupon package included a great buffet breakfast with fresh fruits, made-to-order eggs, fresh pastries, waffles, applewood smoked bacon, and lots of other extras. The bar also served up great sliders, salads, and sandwiches which we enjoyed outside while the steel drum band entertained. They did a great job on the wedding and reception. We loved the indoor pool and gym. We took 30-45 minute AMERICAN TAXI ride from the airport, which you can book ahead on American Taxi website and it will cost you less than a regular taxi ride...about $26 for the whole cab. Ate also at Giardino's nearby and enjoyed really good pizza there. We also took in a Cubs game...long drive of 1 1/2 hours to and from the stadium from Eaglewood, but worth it for the experience of seeing a home run in the first inning...beware the ivy! The resort was jumping with several weddings, family reunions, and other events in their ballrooms, so service can sometimes be a bit erratic at breakfast as it was packed each time. This resort is in a quiet, residential setting more than an hour outside of downtown Chicago. The golf course is quite nice and they have discounted rates for afternoon play.

Room Tip: Ask for a room with a golf course view or you will be looking out over the parking lot.
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  • Stayed: August 2013, travelled with friends
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1  Thank TripTalkHawaii
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
CharlesReece, General Manager at Eaglewood Resort & Spa, responded to this reviewResponded 12 September 2013

Thank you for your kind comments regarding your stay with us, rest assured I will share your feedback with the team. We hope we have the pleasure to be of service in the not too distant future.

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Reviewed 4 September 2013

We stayed here for a wedding and could not have been more disappointed!!! Our room was big in size however the thermostat was set at 60 and it was 80 degrees in our room. We let them know it was incredibly warm (the hallway was cooler than our room) the sent up the "mechanic". He changes the filter in the ac unit and left. We gave it a good 8 hrs to cool down as we were busy with wedding festivities going on at the resort. We came back to our room and it was still way too hot. So I called down to the front desk and was told there was nothing they could do! So after the second night of no sleep (my husband went to the local store and bought a fan to help circulate what little hot air we had) i went to the front desk in person and told them this wasn't acceptable especially for how much money we were spending. She now says they have a different room for us do we need help moving our luggage? (Why wasn't this done the night before!!?) so she told us to call down when our things were packed and they would move us. We waited for over 20 min after calling them and then proceeded to move all of our luggage ourselves. they ever came to help us at all. The new room was super musty and smelly had burn holes in the carpet and probably was maybe 5 degrees cooler than the previous. At this point we had to get ready for the wedding and thank goodness was leaving on Sunday. Sunday morning we were woken up early by the smoke detectors going off and needed to evacuate the hotel. Once the all clear was given there was a huge line for elevators so we used the stairs to find out our room key now did not work. So after 3 trips back and forth it was finally resolved. I would never recommend this hotel to anyone nor would we ever return!! Especially since they do charge an amenity fee of14.95 per day and you can't use the pool or the gym!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

  • Stayed: August 2013, travelled as a couple
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1  Thank Chapette32
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
CharlesReece, General Manager at Eaglewood Resort & Spa, responded to this reviewResponded 9 September 2013

Thank you for taking the time to share your recent experience at Eaglewood with us, only through the efforts of guests like you are we able to identify our areas in need of improvement. I am disappointed to learn of the problems you experienced during your stay. Your experience is not typical of what we are accustomed to providing our guests; rest assured these comments will be addressed with the respective team members.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 3 September 2013

My husband and I stayed at the resort to celebrate our anniversary. The breakfast was okay, the service was not existent. We never saw our server after the initial contact on either morning. Several times as both breakfast meals we had to seek out staff to get refills on water. We experienced the same lack of service at the lower level bar/restaurant. The food was great, but the service was terrible. It took 3 hours to get appetizers and two drinks. All of the staff we encountered were pleasant, but no one seemed to be concerned about service.

It is too bad - not sure we will return. Customer service is what sets hotels apart - it is not worth spending the money to relax at a resort only to have the service staff be the source of your stress and frustration.

  • Stayed: September 2013, travelled as a couple
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Thank Deborah B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
CharlesReece, General Manager at Eaglewood Resort & Spa, responded to this reviewResponded 6 September 2013

Thank you for taking the time to share your recent experience at Eaglewood with us. Please accept my sincere apologies for the unsatisfactory encounter you had with some of our staff, rest assured your comments will be shared with the respective department heads for their immediate review and attention. This instance is infrequent here and not a standard of our high level of service we hold ourselves accountable for.

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Reviewed 1 September 2013

My husband and I stayed here for a night away from home on a holiday weekend.
The good: nice big room, remodeled bathroom (yes, with a fan!), good golf course view from the balcony, late(r) checkout, pretty building, free coffee, friendly cart girl (and bloody Mary's)
The bad: fire alarm 8:30 Sunday morning, long narrow hallways and claustrophobic stairways, common areas not picked up from night before, and generally noisy.
Good concept, but seems like a one time visit.

Stayed: September 2013, travelled as a couple
Thank JudyAC
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
CharlesReece, General Manager at Eaglewood Resort & Spa, responded to this reviewResponded 4 September 2013

Thank you for taking the time to give us feedback on your stay this past weekend at Eaglewood. Only through the efforts of our guests opinions are we able to identify our strengths as well as areas in need of improvement. These comments were shared with our team, both the good and the bad were discussed .

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 26 August 2013

The rooms were very nice. We had to keep the air conditioning running all the times because it would not stay cool in the room. The restrant was very unorganized. Every waiter was asking us to for our order. We had already place our order 10 minutes before this. Waiters were not assigned to a certian table. While waiting to order a drink from the bar the gal taking drink orders was very rude. She felt she was more important than us. Poor managing to seat people for the weekend outside music. As two people were in charge to put our name on the waiting list and they never did talk to us. Did not even say they could not help us or not. Ordered two drinks and left hotel to get better service. There were other couples waiting to hear the outside music. They had left sametime we did. I wanted a nice weekend to celebrate, but poor management in bar / grille / evening music outside. We spent our time at nice places off site in the area. (Poor time for a photo shoot). There is a time and place for Photo Shoots. You have pushed away customers that wanted to spend a nice weekend there. There was Photo Shoots two days in a row and the guests had to suffer becuase of poor managment. Could not seat guest for lunch, drinks, and enjoy music on patio. No place to have a romanic dinner. Had to go off site to have a nice dinner and give my wife her 35th Emerald Ring. (Internet pictures are miss leading for a nice dinner).

Room Tip: Use the internet pricing. This was our second stay and the AC is not doing the job on hot days.
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  • Stayed: August 2013, travelled as a couple
    • Value
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    • Cleanliness
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Thank michael k
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
CharlesReece, General Manager at Eaglewood Resort & Spa, responded to this reviewResponded 28 August 2013

Thank you for taking the time to share your recent experience at Eaglewood with us, only through the efforts of guests like you are we able to identify our areas in need of improvement. I am disappointed to learn of the problems you experienced during your stay. Your experience is not typical of what we are accustomed to providing our guests; rest assured the comments will be addressed with the respective team members. We are addressing the issues you’ve raised with our management team to focus on the areas that need improvement to ensure we are constantly offering the Four Diamond service we strive and are known for. Thank you again and we hope to be of service in the near future.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Eaglewood Resort & Spa

Address: 1401 Nordic Rd, Itasca, IL 60143-2499
Phone Number:
Region: United States > Illinois > DuPage County > Itasca
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Pets Allowed ( Dog / Pet Friendly ) Restaurant Spa Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #2 of 5 Hotels in Itasca
Price Range: £90 - £155 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — Eaglewood Resort & Spa 4*
Number of rooms: 295
Official Description (provided by the hotel):
Upscale accommodations, luxurious amenities, technologically advanced conference facilities. Golf course and wellness spa. Newly renovations spacious, mission style guestrooms with mellow golds, deep reds and rich greens used throughout. ... more   less 
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Also Known As:
Eaglewood Resort And Spa Chicago
Eaglewood Resort & Spa Chicago Hotel Itasca
Eaglewood Hotel Chicago
Eaglewood Hotel Itasca
Eaglewood Resort And Spa Itasca Il

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