Rated 4.3 out of 5 by 108
Rated 1.0 out of 5.0 by bigtbaby05 Extremely Disappointed
I was extremely disappointed with my stay at the Holiday Inn Express Chicago – Schaumburg. I booked a weekend here for my boyfriend’s birthday. The main reason I chose this particular hotel was because of their outdoor pool. My boyfriend and I wanted to be able to relax outside and enjoy an outdoor pool and some sun. I arrived in the early evening on Friday, June 20, 2014. Upon checking in and getting settled into the room, I eagerly went downstairs to check out the pool. I was appalled at the condition of the pool and the pool area. The pool itself was filthy. There were leaves, bugs, debris, etc floating in the water. The floor of the pool also needed to be vacuumed (floor of the pool was covered in dirt). The pool area was disappointing as well. All of the patio furniture was missing the cushions (the chairs and the chaise lounges). Who is going to lay on a sun bed without a cushion? The rack for pool towels was empty, and used pool towels were laying on the ground and on top of patio furniture (the used towels looked crusted to the surfaces as if it hadn’t been moved in days). This looked like a pool at a junky motel, NOTHING like the beautiful pictures on the Holiday Inn Express website. Additionally, the pool is situated DIRECTLY next to the outdoor patio for the Snuggery. There is zero privacy, and you are bombarded with loud music, multiple conversations, smokers, and then intoxicated individuals later in the evening. This should be clearly indicated in the description on the hotel’s website. There is nothing peaceful or enjoyable about the pool at this hotel.
Since it was late on Friday, I decided to give the outdoor pool the benefit of the doubt. I was hoping that the pool itself and the pool area would be clean come Saturday. Nope. Went down twice on Saturday to the same filth and then on Sunday to see the exact same thing (the old crusty towels STILL had not been picked up). The pool clearly had not been skimmed, vacuumed, or cleaned for days. On top of all of that, the water was ice cold. This deserted pool did not have one patron there any of the times I went down to check on the condition (except one mother and child that I saw exiting the pool area. She said her 6-year-old son refused to go in the water because of how dirty it was). All of this speaks volumes of what other customers thought as well.
My other serious qualm with this hotel is the absolute horrible customer service I received from the front desk. My boyfriend and I slept in late on Saturday, so we missed housekeeping when they came through early in the morning. I called the front desk around 4:30 PM to see if we could have our room turned down (we were heading out to dinner). The rude gentleman by the name of Tom coldly responded “We don’t do that here.” There were plenty other ways this gentleman could have politely told me that the Holiday Inn Express chain does not offer turn down services. What this gentleman should have done was apologize and politely explain that their hotel doesn’t offer that particular service. He should have then asked what I needed or what he could do for me. That is how that situation should have been handled. I was appalled at how he answered the phone at the front desk and how he spoke to me. I was so confused and asked if we could just have someone come to replace the towels and bring new ones. He again rudely responded with “Housekeeping has left for the day.” I was shocked at these responses, as his job is to ensure customer satisfaction. He did nothing to resolve my issue and very clearly did not care that I had an issue that needed attention.
This hotel offers a breakfast buffet which we missed in the morning because we were never informed or given times to come down. This is something that should have been explained to me at check-in.
The only positive review I can give this hotel is the room itself. The A/C worked well and the bed was incredibly comfortable. Besides that, everything else here was a true disappointment. I booked this hotel to enjoy the outdoor pool with my boyfriend and we sadly were never able to do that because of the neglect of the hotel staff. What a waste of money. I would never stay here again.
July 9, 2014
Rated 5.0 out of 5.0 clean rooms
hotel was very clean, the maids were always cleaning, we seen them everywhere we looked, they had even cleaned the elevator walls, I was impressed.
I thought the beds were a little hard, but I am used to sleeping on a pillow top mattress with an additional 4 inches of memory foam on top.
I didn't like the fact that our room did not have a ledge/counter top to put our luggage so we ended up placing it on the floor (there were 4 of us, so not enough room in the closet or dresser.
July 9, 2014
Rated 4.0 out of 5.0 by Specs Age of hotel
The hotel was older than I expected, so the carpet needed replacing and the bathroom vents needed cleaning but overall was good. Staff was excellent.
July 8, 2014