Holiday Inn Express & Suites Orland Park - Mokena by IHG

Reviews

• HS

  Heather Sluga

  6 days ago
  5.0
  Loved the entire experience. Hiccup when I checked in bc I booked with a third party but the third party called and resolved the issue. Took about 15 mins. Staff was competent, lovely, helpful. Room was quite clean. A bit dusty behind the beds where the headboard meets the bed-needs a good vacuum back there but overall wonderful. Wonderful free hot breakfast. Close and accessible to lots of local orland restaurants like Palermo’s, Fannie May, nice lobby, comfortable, feels safe. Perfect for families.
• EH

  Erin Harris

  Dec 29, 2025
  5.0
  I want to start by recognizing two outstanding employees who truly made a positive impact on my stay. Sue at the front desk is absolutely amazing she’s a breath of fresh air. She is kind, welcoming, helpful, and genuinely represents the face of this hotel. From the moment you walk in, her warmth and professionalism stand out. Adam, who works second shift, is also fantastic. He provides great customer service, is very polite, and makes guests feel comfortable and respected. Both Sue and Adam are incredible and deserve recognition for their excellent service. There was a young lady who worked the following morning wasn't too warm but maybe it was just her personality. The rooms are very nice and clean, and the beds are comfortable, which made my stay restful. I also appreciated the nice-sized refrigerator and microwave, which is always a plus and very convenient.As for the night shift staff, I didn’t have much interaction with them, which is understandable given the hours. Unfortunately, my experience with the breakfast staff was not pleasant. The cook, Donna, was very rude and unwelcoming. There was no greeting, and her demeanor made me uncomfortable while getting food. I actually had to speak first and say “good morning” just to receive a response. The lack of friendliness and basic courtesy left a bad taste in my mouth and made the breakfast experience uncomfortable. The gentleman who cooked the next day was very pleasant! Food was great! Thank you. My advice to management would be to ensure consistent customer service training across all departments, especially in guest-facing roles. A welcoming and friendly spirit goes a long way and can truly affect a guest’s overall experience. Overall, this hotel has some truly wonderful employees, comfortable rooms, and good amenities, but there is room for improvement to ensure every guest feels comfortable and welcomed. I will definitely return next time I'm in Chicago.
• KM

  Kate Martsul

  Dec 24, 2025
  1.0
  I wish I could give zero stars. My October 24-26 stay was an absolute nightmare, made worse by management's refusal to honor their staff's promises. I arrived at 2am on October 25 to be told the hotel was oversold despite my confirmed reservation. After being kept waiting at the front desk for 30+ minutes while the night auditor physically "walked the room," I was given a king bed with a pull-out couch instead of my reserved two queen beds. I was traveling with fellow athletes for a tournament where proper rest was critical for our performance the next day. The night auditor apologized profusely for the situation and promised to reduce my rate from $340 to $240 for the inconvenience. She explained she would authorize the full amount but management would adjust it later. When I checked out, the morning front desk agent also confirmed this adjustment would be processed. I left the hotel trusting their word. Instead, I was charged the full $340. After three attempts to follow up with no response, I finally spoke with the rudest front desk agent I've ever encountered who literally said "good luck getting that rate" and dismissed every concern I raised. She supposedly took down my information but I never heard back. I emailed manager, Rosa Espinoza, on October 29 about this issue. I received no response for an entire month. When I followed up again on November 20, she responded within 25 minutes only to essentially call me a liar. She claimed no promises were made and insisted her night auditor, who has worked there for years, would never do such a thing. She also stated my reservation was originally canceled due to a declined card, which was news to me. I was never notified of any issue and I only learned about it in November, after numerous follow up attempts. Hypothetically, if the card was declined, is it a common practice to cancel the reservation without contacting the guest first? Obviously I intended to stay and obviously I provided a card at the check in. But somehow this was underlying theme in all Rosa's responses that lacked any sympathy and Rosa denied any ~possibility~ of her staff promising a recovery. Basically, declined card made it okay to give false promise to the customer and made me wait 30 minutes at the front desk at 2AM IN THE MORNING. Declined card made it okay for my pull out couch not to have any linen in it and walked back at 3am to Front Desk to get the linen and make my own bed. The bed that I supposed to receive at the first place. It made it okay that I had to go through seven circles of hell to get a hold of someone and to be called a liar. Rosa showed zero sympathy, conducted no real investigation despite my request, and made it clear she didn't believe me. So either multiple staff members lied to an exhausted guest at 2:30 in the morning, or management is covering for poor service and broken promises. Either scenario reflects terrible management. When I asked to speak with the general manager, I was told there isn't one available. I can only hope this situation was used for training opportunity but seeing how Rosa handled the situation I truly have very little hope. As an IHG Silver Elite member who has stayed at properties worldwide, I have never been treated this poorly. The lack of integrity from management is astounding. They would rather accuse a loyal customer of fabricating an elaborate story than honor a $100 adjustment their own staff promised not once, but twice. The oversold hotel situation, the 30-minute wait at 2am, receiving the wrong room configuration, and then being gaslit when trying to resolve it made this the worst hotel experience of my life. Avoid this property at all costs. Management doesn't stand behind their team's commitments and will make you feel like you're crazy for expecting them to honor their word. Oh, they will also cancel your reservation with no communication. How fun
• AM

  Alaa Mahmoud

  Dec 23, 2025
  1.0
  Please never book this property. I had a reservation for last night for 2 nights. I couldn’t check in yesterday as I was traveling, we had a snow storm and we ended up getting a hotel for last night. I call them today to get my remaining night and they said it’s considered a now show and they cancelled my room but kept the money. So I paid and had a reservation, they used my room yesterday for another guest and they’ll used it again for another guest tonight but won’t give me my due right for my already paid remaining night. Now my family and I need to find some last minute booking so that we don’t end sleeping in our car!! They are taking my money but not providing services. What’s stealing it that’s not it. There are plenty of reputable properties to book with in the area but this isn’t one of them. Please book else where.
• KK

  Kelli K

  Dec 15, 2025
  1.0
  This was the meanest customer service experience I have ever had. My husband and I use IHG hotels almost exclusively and have never had a bad customer service experience. I had a meeting in the morning and, after my shower, discovered that I did not have a hair dryer. I called the front desk and the woman who answered said she would look in the back room for an extra one (great!). When she came back to the phone, she said she didn't have one. I asked her if she could go into one of the empty rooms and get me one because I had a meeting that I needed to get to. It was -5 degrees outside so it was not an option for me to go out with wet hair. She said again, that she did not have one. When I asked if she was joking, she said "What you're not going to do is speak to me like that. You will speak to me with respect." I was definitely upset about the fact that she would not attempt to find a hairdryer for me, but I did not yell, curse, or insult her in anyway that would have been considered disrespectful. I have been in customer service my entire career and that would have been inappropriate. Then she hung up on me. When I called back down to ask to speak to a supervisor, she actually answered the phone by saying "I know you're not calling this number unless you're prepared to speak to me in a respectful way." I asked for a supervisor and she told me that she already told me that she looked and does not have a hair dryer. She told me that I need to be respectful and hung up on me again. By this time, I am in tears and have to call the corporate customer service number and explain the situation while still needing to get ready for my meeting. The woman at CS was very nice and told me she would call the front desk to try to solve the problem. I get a call from the desk. She calmly says "I just want to explain that, what I was trying to tell you earlier, is that I looked in the room where we would have extra hairdryers and we do not have any." I knew that this was pointless so asked for her name. She said it was "Sue". I confirmed with her that I was not going to get a hairdryer and she got very snippy again and said "That's what I told you." I said "ok" and hung up. I ended up turning the heat in the room up to 80 degrees and drying my hair with the air from the heater. When I exited the hotel, I did not say anything to the woman at the desk because I was not 100% sure if it was her and I was late for my meeting. When I returned less than 2 hours later - one hour before my check out - there was a hair dryer in my sink. When I was tipping housekeeping online, I did not see anyone from the front desk with that name. I went to check out and I wanted to confirm that the person at the desk was "Sue", but she was not wearing a name tag. She was talking on a cell phone, but asked if I was checking out and what my room number was. I handed her my key, gave her my room number and asked her name. She said "Sue" and then said "Oh right, 329. Well there you go." without ever looking at me and went back to her call. I did call corporate again when I left and they were very kind. My husband and I will continue to use IHG hotels because we always have great experiences, but we will never go to this location again. Which is a shame.

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