DoubleTree by Hilton Chicago - Arlington Heights

Airport Shuttle Disappointment -- traveler beware Disappointing Doubletree property during fly-in meeting in Chicago. Three main issues with the stay: 1) Airport Shuttle. The "free" airport shuttle cannot and should not be relied upon. Upon arrival we were advised that it would be an hour wait before they might come and get us--we decided to take public transport via Blue Line and the 606 bus, arriving well before the shuttle (not ideal with luggage). On departure I inquired about the shuttle more than three hours before we would need to leave--I was told that no "free" shuttles were available because the shuttle was engaged to groups who were paying. I was then rudely told that the free shuttle is only "upon availability" and they had no availability but might five hours later. Any hotel that advertises an airport shuttle as an amenity under these terms is, at best, misleading. Travelers who are flying and booking this property should add at least $60 to the overall cost of the stay to cover ground transportation. 2) Tired/Dated Rooms. The age and wear/tear shows. In particular the HVAC for our room was an old system that struggled to keep the room warm in only mildly chilly weather. Possibly other rooms have updated systems but this one was so old that the ink labels were rubbed off the controller, making it difficult to operate and not accurately reflecting the actual room temp. 3) Rude staff. After inquiring what we would need to do to get a seat on the airport shuttle, it was a shock to be lectured by a staff member with some kind of "manager" badge about how "upon availability" essentially meant that the hotel only meant there would be a shuttle if they had a driver and those drivers weren't busy doing other stuff. Also while waiting for my Uber, I overheard the staff On the other hand, the cookies were great.

All downhill after the cookie... Nickel and Dime - as a Diamond member - no longer free breakfasts - but receive a $15 food and beverage credit. Cannot spend on food or drinks in sundry shop. Only from restaurant - who has very limited hours. And the credit does NOT apply to gratuity. All tips are charged back - even if under $15. Room keys consistently malfunctioning. Dirty old carpet in hallways and room. Need to wear shoes everywhere.

HORRIBLE Management and ZERO Customer Service. The worst customer service I have ever seen. We had a reservation for 3 nights (May 5th-8th) and checked in early on the app the day before we arrived and picked our room. I opened the app around 5pm on the day of check in to request a digital key, pleased to find we had been upgraded to a suite. The room was clean, though dated, but we were grateful for the upgrade. On May 7th, housekeeping knocked to ask when we were leaving. Confused, we went down to the front desk, who did not have record of our stay being through May 8th. In fact, our app displayed our reservation as a "late cancellation" despite checking in, but yet, we were somehow issued a key. They did not have record of our reservation for the evening of May 7th. I even had an email showing I had shared the key with my husband on the check-in day of May 5th, not to mention we'd been staying there for 2 days before it became an issue. The woman at the front desk asked me to forward her the email along with our reservation confirmation and they would take care of it. Turns out, taking care of it was charging me full price for the suite, which meant I was overcharged by over $700. Multiple voicemails for the manager were unreturned. I called Hilton's diamond desk and while they were able to speak to the manager once, he never returned any calls once Hilton opened a case. Then the hotel indicated in the case compensation had been issued on May 31st, which closed the case. As of June 25th, I have not received a refund and the manager continues to ignore calls from Hilton. This has to be escalated internally with Hilton so I can get my $700+ back, which I already had to cover and pay my May statement balance because it has been so long. We frequently fly to Chicago to visit family and I wouldn't stay here again if it was the only hotel available. I'd rather sleep in my car. Shame on this hotel and its management for being so deceptive, dishonest, and downright shady thieves.

Old property poor value Hampton Inn is my hotel of choice however due to last minute change in plans I found myself choosing a different property under the Hilton umbrella. It’s a mistake I will not make again. The common areas in this hotel were dirty and run down. Desk staff was unfriendly and not helpful in answering questions regarding room. I don’t know was the response. The bathroom sink in our room did not drain. The outlet was so old and loose you were unable to plug an appliance into it without cord falling out. While I understood breakfast was not provided I would think coffee should be available. For the price this is not a good value. The Hampton Inn always asks me to review a property following a stay. I know understand there’s a reason this Double Tree did not.

Not every guest gets the same treatment Good hotel with a decent restaurant on site. Shuttle service to and from the airport was not as expected and even though I asked if the folks standing at the lobby were waiting for the shuttle, I was told "no". As I am standing at the front waiting for an Uber I see the driver load the van with luggage and passengers going to the airport. Hotel room is starting to show the age and the biggest let down was the lack of a fridge in the room. Even though airline staff gets rooms with fridges and microwaves. Hotel is quiet and housekeeping staff were the only ones being above and beyond friendly. On the positive side... Rooms are spacious and quiet.