Sonesta ES Suites Chicago - Lombard

They say pictures are worth a thousand words,.. well the pictures on their website in this room we got was a big disappointment! The pictures are over a decade old it seems cause the room did not look like the cute room they showed.. when you walk in it didn't smell great, more like a old stuffy room.. every part of the carpet has stains,.. curtains that used to be white are yellow,.. walls bare with no pictures/missing, corner light/lamp did not work. Bathroom hanger that holds towels coming out of the wall.. all 90's old furniture,.. chair was broken and couch had its day. The bed mattress had that dip in the middle causing bad sleep. The kitchen was clean and the tiny bathroom was clean too.. the soap dispenser was empty. Otherwise a great place.

a year ago

I got locked out of the hotel room on my last night and had to stay at a friends house, and still didnt get my refund. There were holes in the doors big enough to see in our room and outside of the room. Spiders in the room. No insolation. Worst hotel i've ever been to.

8 months ago

Terrible customer service from a woman named Heather. I had a reservation for Tuesday Nov 21 but as we were driving 12 hours to get here I knew we would be late checking in. We called the hotel several times to let them know we would be late checking in but no one picked up the phone. So we proceed to the hotel anyway. And when we get to the hotel this morning, we discover that the lobby doors is locked and there is a letter taped to the lobby that says check in is from 9-5. Keep in mind that none of this is on the website. The website lists check-in to be at 3pm. Anyway, we call the number that is displayed on the letter and speak to someone named Heather who claims she is the property owner. From the start of the conversation, she was rude and had a terrible attitude. She claimed to have worked a 24 hour shift and proceeds to tell us that we just woke her up. Then we explain to her that we are trying to check in, and she tells us because we didn’t check-in yesterday between 9-5 our reservation was canceled. Keep in mind the day before we called several times (but no one picked up) to let them know that we would be late checking in. So naturally we were confused that our reservation was canceled, confused that check in is supposed to be between 9-5 when the website literally says check-in is at 3pm, and confused on why no one picked up the phone the day before when we were trying to let them know we would be arriving early this morning. Now we tried to explain this to her and she was very irate, and kept telling us that it does have that information on the website (go on the website and tell me where you see this) and that because we didn’t show up between 9 - 5 our reservation was canceled. Naturally we begin to complain because if this is a policy then it needs to be shared on the website. It’s just good practice as a business and hotel to be upfront and transparent about policies such as the check in needing to take place between 9 - 5 and the fact that if you don’t show up between those hours you will lose your reservation. There also needs to be a call answering service because as I said, no one picked up the phone when we called the day before and we called several times. I’ve never ever dealt with s hotel where there was literally no one at the desk to answer the phone at all hours. But that’s another matter. But what made this all extremely unpleasant is Heather’s attitude. She hung up on us several times. She threatened to block us and even told me that if we try to rebook at the hotel she will make sure it doesn’t go through. Again this is someone claiming to be the property manager, and she’s been nothing but unprofessional and rude. Oh and in regards to her claim that she worked a 24 hour shift, how Heather? According to you, the office closes at 5. You didn’t pick up the phone at all yesterday. So if you worked 24 hours, what exactly were you doing because I can tell you what you weren’t: answering the phone. We are now staying at the Surestay hotel right up the street. It has better reviews, better customer service, and people who are at the desk answering the phone.

a year ago

Arriving to the hotel wasn't a problem checking in was easy. But when it came to the room it wasn't nice. It smelled like weed and there answer to the problem was let me have someone come and spray it. They sprayed it and about 10min later the smell came back. The walls looked like they never do touch up paint jobs at all. The carpet had horrible stains. Let me say it again the carpet had horrible stains. It looked like blood at first but then u saw it was like burned. Looks like they never shampoo the furniture at all. I thought this would be a good stay since its lombard but it wasn't. The people up stairs rain around like crazy people all night long. The pool wasn't open at all and it was a great weekend to swim. I asked for a town and they gave me a pool towel. They do not come clean ur room or freshen it up after two days. The garbage disposal didn't work. It was like locked up but no point to complain cause they didn't seem to care. I wouldn't stay here again at all and I wouldn't tell my friends to stay here

a year ago

This place is terrible please do not book a room if here. When you arrive you’ll notice that there are full dirty garbage bags all around the premises. This “hotel” which is more like a motel has nice rooms but you can tell they do not clean them. Upon arriving in the room I booked I saw bugs on the wall and the soap in the bathroom had been used by whoever was staying there previously. The carpet was stained in multiple different spots and look like there was no effort to clean it at all. The premises of the hotel is old and raggedy and overall is not worth staying here. Once I saw the bugs it was my last straw and I left I would never stay here again.

a year ago

Not sure what’s going on over here, but there’s not much privacy as you can hear so much thru the walls. Can’t find a parking space near your building. The inside of the rooms seem okay by design, but there was a spot that smelled like pea in ours, so we kept our socks and shoes on. Overall, it’s good to get thru the weekend, but lack of amenities and issues for future notice will place this hotel away from a 1st choice.

a year ago

I booked the wrong days, front desk staff offered to refund. When asking about rebooking for the current night she became agitated. Told me she was the only one there and that she would not give us a room as they are now going to be used for residential homes. I am sad as I've rented before from them but her rudeness on the holiday weekend was totally unwarranted. She seemed like she didn't want to be bothered as she was the only person there and she didn't want to do her job

a year ago

This hotel has great potential if they make certain changes to their policies for entering occupied rooms. The hotel is about a ten minute drive from a Metra station taking you directly into Chicago, also close to stores and restaurants. The rooms are large and get good light. Soundproofing is decent. The hotel is short on kitchen supplies, so whatever is missing from your room you may need to buy yourself. The carpets are very dirty. I brought my own vacuum to clean but they need steam cleaning or replacement - there are brown and yellow stains all over. My internet connection was good 90% of the time. Key only stopped working once (thankfully during the day). Parking is far from some of the rooms and there is an active fire station across the street. I had very pleasant interactions with all but one of the staff and would have left a 4-star review if it weren't for one thing: I arrived late and early the next morning a man opened my door seconds after knocking. He asked if I needed service. I said no and quickly shut my door back. When I went to the front desk to make sure this person worked there, a woman apologized and explained that there was a problem when I checked in and they didn't know who was in the room and wanted to check. I was okay with that honest answer. A week later, the same man (a maintenance worker) knocked on my door on a Saturday morning. I was in the middle of shaving/showering so I stuck my head out the bathroom door to make sure my deadlock was set and called out I was busy. A minute later I heard another knock so I stepped out to yell again that it wasn't a good time, but I saw a metal wire opening my deadlock. I quickly ran downstairs and grabbed the door handle to keep the door shut but he kept on trying to open it. I explained that I was in the middle of showering and he apologized and left. When I went to the front desk and told them what happened, the lady just stared at me blankly and gave a weird explanation about someone being locked out (were they letting someone else into my room?) and said it was her fault. It did not make sense and she did not apologize, show empathy, or give any indication that it wouldn't happen again. She did not even ask what room I was in. I have a problem with the fact that maintenance carries around a device to open people's deadbolts - that is the reason for a 1 star review. If the deadbolt is set (its not possible to set it from outside the room) and I put the sticker on the outside to indicate that I am sleeping, what reason is there to come in my room that early in the morning or at all? It shows absolutely no respect for the customer's basic dignity. I was a female solo traveler and the experience left me with shaking hands for hours. It was really not ok that it happened and I wasn't happy with how it was handled either.

2 years ago