4/10 Poor
Erin
Travelled with family
3 Nov 2024
Liked: Cleanliness, property conditions & facilities
Disliked: Amenities
I recently booked a room at this Holiday Inn due to unexpected flight delays, so this was not a leisure trip but rather a stressful situation we did not anticipate. Unfortunately, the experience started off on a bad note. The booking agent was not only disrespectful but also used a derogatory term that was deeply upsetting in an already tense situation.
When we arrived, the hotel staff inside did their best to make our party feel welcome. The service within the hotel was warm and professional, and our room was clean and comfortable, which provided some much-needed relief.
However, the shuttle service to and from O’Hare Airport added more stress. Beyond timing issues, the behavior of the shuttle staff was also unprofessional and unsettling. I witnessed name-calling and derogatory remarks directed at passengers. The drivers seemed unfamiliar with the hotel location, repeatedly asking for the full address, including the zip code, and becoming visibly frustrated when passengers could not provide it. At one point, a driver even raised their voice, which added unnecessary stress to an already challenging day.
I reached out to the IHG customer service afterward, but their response left me disappointed.
While the service within the hotel itself was wonderful, I would advise future guests to be cautious about the booking and shuttle experiences.
