Embassy Suites by Hilton Chicago Naperville

Reviews

• DH

  Daphne Hayes

  Nov 17, 2025
  5.0
  Ann at the front desk was my partner from Friday afternoon through Sunday at check out. I stayed in extra day after my work schedule and had a staycation. I love the breakfast there and Happy Hour after 5.
• RP

  Revanagouda Pujer

  Nov 12, 2025
  4.0
  Stayed here over the weekend for a friends’ get-together. The room was great — one bedroom with two queen beds and a sofa bed, plus a nice city view. The breakfast was good as well. We had a wonderful time and a very pleasant stay.
• CK

  Christy Kainer

  Oct 27, 2025
  1.0
  Not Family-Friendly, Serious Safety and Policy Concerns I stayed at the Embassy Suites in Naperville, IL while traveling with family, and unfortunately had a deeply disappointing and unsettling experience. The adjoining room next to mine hosted a loud party with underage guests running up and down the hallway. More disturbingly, they were openly smoking marijuana, which filled the entire corridor, including my room, with secondhand smoke. This is a non-smoking hotel, and regardless of Illinois law, smoking indoors is a clear violation of policy and a health hazard. I called the front desk to report the situation. After a 10-minute delay, a manager arrived and issued only a verbal warning. A warning for unsupervised minors using drugs and disturbing guests in a non-smoking establishment. While the manager was polite, the response was grossly inadequate and lacked the seriousness the situation demanded. This hotel failed to enforce basic safety and conduct standards. If you’re traveling with children, have respiratory sensitivities, or simply expect a peaceful and secure environment, I strongly advise you to look elsewhere. Embassy Suites Naperville does not appear to prioritize guest safety or uphold its own policies. Be warned — this is not a family-friendly hotel.
• BM

  Brian McBeth

  Oct 25, 2025
  1.0
  My recent stay at Embassy Suites Naperville was one of the most unprofessional experiences I’ve ever had at a Hilton property. The rooms are misleadingly advertised as “suites”, but they’re just standard rooms — no separation, no additional space. I specifically paid for a king-size bed, but was given a queen-size bed instead. I reported this to the front desk on October 24th, the same day I checked in, and was told no manager was on site at the time. No one followed up afterward. The next day, I noticed an unauthorized $300 charge on my debit card. When I called to ask about it, Manager Arini Cerbone told me it was because I left “cupcakes on the table.” That explanation made no sense, and she refused to reverse the charge. I asked her to send me proof, and she kept me on hold for nearly 40 minutes before finally sending four photos. One of those photos was misleading, showing a large black trash bag that housekeeping had left in the room the night before. I had called and asked them to remove it, but no one ever came. The cupcakes she referenced were placed neatly on top of that bag, clearly not damage or a mess deserving of a $300 fee. When I tried to explain this, Arini was rude, dismissive, and completely unprofessional. She told me, “There’s nothing I’m willing to do about it,” and even said I should dispute the charge with my bank if I didn’t like it. She also said she doesn’t care if I go to corporate because they’re not going to fire her. That level of arrogance and disregard for guests is unacceptable — especially from a manager representing the Embassy Suites brand. I’ve since filed a dispute with my bank and a formal complaint with Hilton corporate. If you plan to stay here, be extremely cautious. Double-check your room type, take photos at check-in and checkout, and monitor your billing closely. This property does not reflect the quality or professionalism Hilton guests expect.
• TH

  tia holloway

  Oct 21, 2025
  2.0
  I choose to stay here for a staycation for a couple of nights this was my first time at this Embassy suites Naperville I usually stay at the Schaumburg Embassy suites. Arriving everything was fine I was able to use early check in and the digital room key. When I got to my room ( clean room) I always check to make sure I can watch TV apps. ( Netflix etc.) I realized they do not have a smart tv which is fine. I always bring my fire stick. But the TV's are not access friendly and they do not have outlets anywhere near the TV; when you dont have a smart tv this the most accommodating thing that should be available at a hotel. I had to call the front desk for an extension cord ( only the bed room tv had access to the HDMI, luckily there was one available (fast response from maintenance thank you). Then we decided to go to the pool for a swim. The indoor pool was not clean and was ICE COLD very disappointing for a staycation. As a result, i changed my stay to one night and went to the embassy suites in Schamburg which had multiple sockets near the tv and a warm pool. Now after my stay some days later I am fighting for my points back because i used points and cash for 2 night but only stayed one night they took ALL my points( that would have covered one night and charged me cash. I called front desk and was directed to the manager ( Arina) for 2 days straight with no response. I left 2 voice mails. When I called back and finally got her only to be told I needed to talk to customer service she could not handle it. She was not accommodating at all. this could have been a simple 3 way call with me, her and customer service. but I had to literally hang up with her and call customer service so they could put me on a 15 min hold for customer service to call her right back to handle this situation. Needless to say i am not happy with this experience and will not go to Naperville Embassy suites again.

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