Embassy Suites by Hilton Chicago Lombard Oak Brook

Reviews

• MS

  Monique Saylor

  Nov 16, 2025
  1.0
  We checked into the hotel yesterday evening around 6:00 PM with my daughter and her best friend, but regrettably, we checked out just 30 minutes later due to a series of unacceptable issues: Unpleasant Customer Service:The initial interaction at check-in set a poor tone. The front desk attendant did not proactively ask if I was a Hilton Honors member and, even after confirming my membership, failed to offer the standard complimentary water or provide basic information about the hotel layout, such as the location of the elevators and the pool. It was as if she just rushed over her script and that was that. Room Condition: Upon entering our room, we were immediately hit with a pervasive stale odor, which was very off-putting. It was also very dated. Filthy and Overcrowded Pool:The pool area was the final deciding factor. Upon opening the door, we were met with a scene that looked like a crowded party, with at least 30 children packed into both the pool and the hot tub. The hot tub and pool were both visibly filthy—covered with excessive foam, hair, and sand. The pool water was also extremely cold. Many parents complained and children. Poor Pool Area Maintenance:There were no towels available. When I asked a security staff member (who stood at the door like a bouncer at a club) to send someone with towels, the towels finally arrived and everyone rushed to grab some which unfortunately was not enough and she did not return with more. A staff member came out, briefly tested the cold water with their hand, and then disappeared. The entire pool area was unkempt, suggesting it had not been cleaned all day. Having stayed at many Embassy Suites properties, this experience was shocking. The combination of an odor in the room, an unkempt and overcrowded pool, and the initial unpleasant customer service confirms the negative reviews I read. I would never return to this location.
• JH

  Jim Hollock

  Nov 9, 2025
  5.0
  Initial room had a number of minor issues needing maintenance. (one being a non-functioning thermostat). After reporting the issues the first evening and then mentioning the lack of heat at the morning breakfast, Anita and Sheldon jumped on the issue immediately. Anita took the list and Sheldon was in our room within 15 minutes after breakfast. After realizing there was no quick fix for the heat, he visited the front desk, got us an upgraded room (at no additional charge), brought a cart and even volunteered to help us move. It is customer service like Anita and Sheldon showed that you rarely see in todays climate where many folks either won't work or just do the minimum. WAY TO GO Embassy for employing 2 valuable employees and Anita and Sheldon for being stellar individuals.
• KZ

  Kayla Zacarias

  Nov 7, 2025
  1.0
  I do and will not support a company that accommodates ICE agents. This is not safe and I feel so disgusted and disappointed by this company’s decision. I’ve stayed here before but never will again.
• EE

  Evil Eye Enterprise

  Nov 2, 2025
  1.0
  I stayed at your hotel earlier this week. I was not greeted by either of the two front desk clerks on duty. I walked up to the desk and stood directly in front of the clerk who had a jewel on her forehead. She looked at me, said nothing, and continued to ignore me. After several seconds, I finally said “How are you?” her only response was “Do you have a reservation with us?” She then asked for my ID. I handed it to her and again, she said absolutely nothing. Her entire demeanor was dismissive, rushed, and uninterested in providing basic service or courtesy. When I asked questions, she ignored them. I eventually stopped trying to engage because it was clear she was unwilling. She then abruptly slammed a brown bag down in front of me hard enough that it startled me. She did not explain what it was, and when the bag fell over, she just watched me pick it up without a single word. That first impression set the tone for my entire stay. I visit Chicago monthly and I have stayed at this exact hotel every month since June. After this experience, I likely will not return. I will stay across the street at the Westin or elsewhere. This hotel needs to urgently retrain front desk staff on basic guest service, greeting guests, communicating clearly, and treating people with respect. By the way I do have evidence of my entire conversation as well as photos.
• NC

  Nicole Charalambous

  Oct 30, 2025
  1.0
  Dear Hilton Guest Relations Team, I am writing to share feedback regarding my recent stay at the Embassy Suites by Hilton Chicago Lombard Oak Brook from October 28–30, 2025. I have been a loyal Hilton guest for several years and frequently visit this property each month since taking over a nearby property in Chicago earlier this year. On the morning of October 28, I stopped by the hotel directly from the airport to request an additional night’s stay. I was greeted by a very pleasant front desk associate who provided excellent customer service. She was warm, welcoming, and accommodating, even offering me an early check-in, which I appreciated though I was unable to take advantage of it at that time. However, when I returned later that afternoon around 3:30pm to check in, I unfortunately had an extremely disappointing experience with another front desk associate named Nade (spelling is most likely incorrect). Upon entering the lobby, neither of the two front desk agents greeted me. When I approached Ms. Nade, she responded curtly to my greeting without making eye contact and immediately asked if I had a reservation. Her tone throughout the interaction was dismissive and impatient, and she repeatedly ignored my polite questions about parking and check-in procedures. At one point, she slammed a Hilton brown bag (included two water bottles) onto the counter, startling me as she said nothing. When I inquired about my car decal, she ignored me multiple times before finally replying in a frustrated tone. She slammed my key card onto the counter without saying a word or providing my room number. The entire interaction made me feel uncomfortable and unwelcome. Later that evening, I spoke with another guest who had also just checked in, and he confirmed having a similarly unpleasant experience with the same employee. It was disheartening to know that my encounter was not isolated. On a positive note, my checkout experience on October 30 was excellent. The gentleman assisting me was professional, kind, and welcoming, a reminder of the high standard of service I have come to associate with Hilton. I have always enjoyed staying at Hilton properties and have consistently received exceptional service. However, this experience left me questioning whether I will continue to stay at this particular location. Ms. Nade’s behavior does not reflect Hilton’s reputation for hospitality and customer care. I wanted to bring this matter to your attention not only for myself but also in hopes of improving future guest experiences. Thank you for taking the time to review my feedback. I would appreciate any follow-up or acknowledgment of this concern.

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