Best Western Inn & Suites - Midway Airport

Avis

• EC

  Ethan Cunningham

  2 days ago
  1.0
  I had an extremely disappointing experience at this hotel. My stay was cut short when my wife and I were woken up in the middle of the night by water leaking from the ceiling directly onto us. The situation made the room uninhabitable as the leaking got worse and water started to break through in other spots more and more. We were forced to leave around 5:00 AM. We had only checked into the hotel around 11:30 PM, meaning we barely stayed a few hours before having to leave due to an issue completely outside of our control. After checking out, we were told that a manager would contact us regarding a refund. No one ever called. We eventually had to reach out ourselves and speak with the manager, Madison. Rather than taking responsibility for the situation, we were told that a full refund would not be provided because the hotel had “reserved the room” for us and therefore could not rent it to someone else. That explanation is unacceptable. We paid for a room that became unusable because of a serious maintenance issue. We did not receive the full stay we paid for, and the hotel failed to provide the basic accommodations promised. We checked in late at night and were only in the room for a few hours before being forced to leave because of a problem caused by the hotel itself. To make matters worse, I contacted both Hotels.com and Best Western Customer Support. Representatives from both organizations agreed that a full refund would have been the appropriate resolution. Unfortunately, because this location operates as a franchise, they were unable to override the hotel’s management decision and informed me that the final decision rested with the hotel. The lack of accountability, poor communication, and refusal to fairly resolve a problem caused by the hotel itself is incredibly disappointing. Madison’s handling of this situation was especially concerning. Instead of working toward a reasonable resolution, he dismissed our concerns and refused to provide a full refund despite the room becoming uninhabitable due to the hotel’s own maintenance issue. Based on this experience, I believe he should either be terminated or, at the very least, removed from management due to his poor judgment, lack of professionalism, and failure to properly address a serious guest complaint. Customers deserve far better treatment than what we received. I am still seeking a full refund for a stay that was cut short because the hotel failed to provide a safe and usable room. Until this matter is resolved appropriately, I cannot recommend staying at this property.
• TT

  Tonya

  6 days ago
  5.0
  This was our first family trip to Chicago and I can't complain. Price was great! Breakfast was good. Location was good and not to far away to drive to attractions downtown. Air conditioner was wonderful. The tub was even deep enough you could take a bath and soak your tired feet from all the walking we did!
• RH

  Robin Hart

  6 days ago
  5.0
  My husband and I stayed here one night this weekend so we could attend a special exhibition at the Field Museum. We drove in from Minnesota and just needed a spot to drop our stuff and rest. We used travel miles to completely cover our stay. I'm surprised at the other reviews because our experience was great! Our room was very clean and smelled fresh. Everything was as you would expect for a typical stay as a person on a road trip. The lone fellow at the front desk was very friendly, knowledgeable, and helpful. Our suite was a King Suite, #100 on the first floor. It was a corner room so we didn't have neighbors on one side with an easy out to the parking lot. It had a single king bed, and a single, but large, bathroom. The TV was huge and there was a Keurig machine with multiple pods for morning coffee. Maybe I'm getting old, but I don't see those often! It's usually a drip machine! The mini fridge was quite large and kept our drinks cold. The free continental breakfast was nice and had a lot of options. It was stocked continuously by friendly staff. We had a great time on our short visit. If we do this trip again, om sure we will return!
• KL

  Kaiser Layson

  Jun 16, 2026
  5.0
  Service was superb ! Brenda is very accommodating and kind. We arrived a few minutes past the closing time for breakfast but she opened the kitchen and served us food. We are only staying for a few hours to rest and head out the same day for our late afternoon flight. The food may not be great but her service is exceptional ⭐️ ⭐️ ⭐️ ⭐️ ⭐️ . She is indeed a great asset to the company. We appreciate you so much Brenda !!!
• AV

  AMD Visuals

  Jun 13, 2026
  1.0
  I arrived yesterday and the power was out due to the storms. One of the employees told me I can get a full refund and leave or I could stay the night with no power for a 50% discount. I decided to stay. In the morning as I was leaving I went back to the same employee to confirm about the refund, and he said he never told me 50% and that it would be 35%. I went back and forth with him telling him I wouldn’t have stayed if I knew that and that he gave me false information the day before. Very upset that he would promise me one thing and then deny what he had said the next day. Very unprofessional especially giving the circumstance that I stayed with no power, cold shower, and no amenities. I wouldn’t have stayed if it was for 35%. To top it off the rooms weren’t even clean, there was sticky stuff on the floor. Terrible