Holiday Inn Express & Suites Romeoville - Joliet North by IHG

Reviews

• FK

  Felipe Kobayashi

  Sep 5, 2026
  5.0
  This review is a bit late, but I highly recommend this hotel! My family and I stayed there a few weeks ago and loved everything about it. It was very quiet, clean, and cozy. I didn't interact with the staff in person, so I can't comment on face-to-face service, but I initially thought there was an issue caused by the hotel. It turned out to be a mistake on my end, not theirs. I am so grateful that both IHG and Jenna were very proactive in helping me resolve it. I can't thank Jenna enough for her support and patience throughout the entire process.
• YA

  Yadira Abarca

  Aug 23, 2026
  1.0
  Very Disappointing Experience — Unprofessional Treatment by Manager Jenna Unfortunately, our stay at this hotel was extremely disappointing, and a large part of the experience was because of the way we were treated by the manager, Jenna. We were having a small gathering in the hotel’s dining area, and there was nothing about the situation that warranted the way we were treated. Instead of approaching us respectfully and professionally to discuss any concerns, Jenna’s manner of speaking to us was unprofessional, confrontational, and unnecessarily disrespectful. We would have been more than willing to cooperate if there were concerns about noise, the number of people, or the use of the dining area. A simple, respectful conversation could have resolved the situation. What made the situation even more upsetting was that the police were called on us over this small gathering. Being treated as though we were causing some serious disturbance was completely unnecessary and made us feel extremely uncomfortable and unwelcome at the hotel. A hotel manager should know how to communicate with guests, especially when there is a concern that can be handled through a simple conversation. Instead, we felt singled out and treated as though we were a problem rather than paying guests who deserved basic courtesy and respect. The way Jenna handled the situation left a very negative impression on us. Calling the police over a small gathering, rather than first attempting to calmly communicate with us and find a reasonable solution, was excessive and embarrassing. Her approach made an already uncomfortable situation much worse. We understand that hotels have rules and that management has a responsibility to address complaints or concerns. However, there is a right way and a wrong way to handle these situations. Guests should be spoken to respectfully, and management should make an effort to de-escalate situations rather than immediately make guests feel threatened or unwelcome. I hope hotel management takes the time to review what happened and addresses the way this situation was handled. Jenna’s communication and professionalism were not what I would expect from someone in a management position. Unfortunately, because of this experience, I would not feel comfortable recommending this hotel to others. What should have been a pleasant stay turned into a very uncomfortable experience because of how we were treated. Management should remember that how you treat guests matters just as much as the room or the amenities.
• KR

  Katherine Ruiz

  Aug 23, 2026
  1.0
  I am writing to formally express my disappointment regarding my recent stay at the Holiday Inn Express Romeoville. My family was part of a group of eight families traveling together for a soccer tournament, representing a significant booking for your location. Unfortunately, our experience was highly unsatisfactory. Before 10:00 PM, our group was gathered in the common eating area having quiet conversations. Despite maintaining a reasonable volume, management escalated the situation to the point where the police were called. Additionally, we experienced overly restrictive rules during our stay, including not being permitted to have water bottles in the pool area while our children were swimming. We previously stayed at your Lockport location with a group of similar size and had a very pleasant experience. In contrast, the management at the Romeoville location showed a complete lack of willingness to defuse a standard group situation, choosing instead to escalate it unnecessarily. As a leader myself, I can think of multiple ways this issue could have been resolved to accommodate everyone. For instance, my guest could have been moved to a quieter room, or offered an upgrade to compensate for the inconvenience of being placed on the first floor during a busy weekend with multiple teams staying at the property. I trust you will review these incidents with your staff to ensure future guests traveling in groups are treated with more professionalism and courtesy. I look forward to your response regarding this matter.
• AB

  Ashley B

  Aug 23, 2026
  1.0
  If I could give zero stars I would and only because of the treatment we received. I experienced some of the most disgusting and unacceptable behavior from Jenna, working the evening shift until 11:00 p.m. I have never felt so racially targeted or discriminated against by a hotel employee. We originally planned to stay at the Lockport location, where we previously had a positive experience. However, we chose this location so we could stay with other members of our team. Unfortunately, our experience was marked by constant glaring, harassment, and targeting from Jenna. It felt as though we could not do anything without her finding a reason to confront us or tell us to stop. What was even more disturbing was watching Jenna repeatedly target other Hispanic guests and people of color. Several other guests also expressed their dissatisfaction with her behavior. While my family was quietly eating dinner in the hotel’s designated dining area, the police were called on us. Another Hispanic family who was outside enjoying dinner together was also approached. Both families were confused because neither group was being disruptive or excessively loud. Even the responding officer appeared confused and stated that he did not observe us being loud. Someone in a leadership position should never treat guests this way. A hotel manager should make guests feel welcomed and safe—not watched, targeted, or discriminated against because of their race or ethnicity. This experience has completely changed my opinion of Holiday Inn and IHG. I will no longer stay at any hotel associated with IHG, I intend to cancel my IHG membership, and I will not recommend these hotels to my family, friends, teammates, or community. I expect Jenna’s conduct to be taken seriously, formally investigated, and addressed by senior management.
• TM

  Taye Mayne

  Aug 22, 2026
  1.0
  I am writing to express my extreme disappointment with how I was treated during my stay at the Holiday Inn Romeoville–Joliet North. What should have been a comfortable visit became an embarrassing and distressing experience because of the way management handled a noise concern. I understand that hotels must address complaints and maintain a comfortable environment for all guests. However, I was shocked that police were called after what I understood to be a single noise complaint, particularly because the amenities hours had not yet ended. The situation was escalated unnecessarily. A calm conversation would have been a far more appropriate first step. The manager’s conduct also contributed to the experience. The unpleasant demeanor, nasty looks, and obvious expressions of disapproval made me feel judged, targeted, and unwelcome instead of treated like a paying guest. Management should be expected to listen, communicate respectfully, and de-escalate concerns professionally. I am not objecting to the existence of hotel rules; I am objecting to the disproportionate response and lack of respectful communication. The incident left me feeling embarrassed and uncomfortable throughout the remainder of my stay, and it significantly affected my impression of the hotel and the Holiday Inn brand. I ask that this complaint be taken seriously and that the hotel investigate how the situation was handled, including the decision to involve law enforcement and the manager’s conduct toward me. I also hope staff receive guidance on communicating with guests and resolving routine complaints before escalating them unnecessarily. I paid for a reasonable level of comfort, professionalism, and respect, and unfortunately, I did not receive that during my stay.