I recently stayed at the Embassy Suites in Lombard, Illinois for two nights in May, and my experience was far from satisfactory. The level of professionalism exhibited by the front desk staff was surprisingly low, particularly for a hotel of this reputation. Upon checking in, I was greeted by a group of young staff members who seemed more interested in their phones than in providing quality service. The unwelcoming and indifferent tone was disappointing.
Later that day, I learned that my autistic son would be staying with me instead of with his cousin. When I called the front desk to inform them, I was met with a dismissive attitude, being told I needed to come down to complete additional information. I found their response to be rude and unhelpful, particularly given my situation.
Throughout my stay, I communicated my grievances to the manager on duty via text, including issues such as scalding hot water with no balance, a broken table and toilet tissue holder, and a room that felt outdated and had an unpleasant smell. Unfortunately, due to hosting a birthday party, I was unable to address these problems in person and did not want to risk upsetting my son further by changing rooms.
While the manager offered me 15,000 Hilton Honors points for the inconvenience, I believe this does not adequately reflect the distress I experienced during my stay. This review serves as a clear account of my grievances, and I expect a more significant resolution than what was offered. Thanks.