Hilton Garden Inn Chicago OHare Airport

Stuck at O’Hare due to weather last night and booked a room at this hotel expecting to use the airport shuttle. Waited for 90 minutes in the snow and cold but it never came. Tried calling the hotel but no one answered. Finally a manager answered and said the shuttle was not running due to weather even though many other hotels’ shuttles were running fine. It would have been nice to know this instead of waiting for no reason. Ended up having to cancel reservation since I had no way of getting there and staff was no help. This situation was handled very poorly. Would recommend looking elsewhere if you need a reliable shuttle or responsive front desk staff.

Very bad customer service, Very terrible experience, the front desk (said to be “manager”) Shane, was unbelievably disrespectful. After staying 3 days spending nearly $600 to stay in their hotel I was targeted and treated worthlessly. I was hung up on and told “The conversation was over” when I called back to explain I wasn’t finished asking questions. I was rudely talked to and dismissed when talking to Shane. Mid sentence he walked away from me while I was talking to him to cater to other patrons in the lobby. He was rolling his eyes at me, smacking his lips and when I asked for his name I was given the name “Shaun” instead of his actual name “Shane”. When I went to the main lobby to pick up food I ordered for my family he sat there and stared at me and my 7 year old daughter making us disturbingly uncomfortable. Just a Very bad attitude and when I asked to speak to someone else I was told he was the only one there I could speak to. I recorded my experience with Shane on my phone and I am very ashamed I’ve spent my money and time with this hotel . Never again will I spend my money or recommend this company to anyone I know. So unprofessional. I brought my kids here to have family time and since the pool is open and my son has a disability it’s good for him to be in water and stretching his legs, we were excited when we first came and once the kids seen I was upset about the experience I had with Shane their attitudes were down and wanted to go home. As a company you need to do better . It seems like mother’s with kids are treated poorly here. We will definitely spend our money elsewhere on our next get away. Wow . Unbelievable!

Lovely hotel with incredibly friendly staff. Conveniently located close to Chicago ohare international Airport! I stayed here for 2 nights with my husband and it was an incredibly comfortable stay. The room was clean and we had a great view, we could see the airport runway and a view of the city. There are many facilities such as a swimming pool, gym, restaurant and bar. The staff were friendly enough to give us free parking which was extremely kind of them. The price is fairly reasonable and I think this is a perfect place to stay especially if you are traveling to or from the airport! Highly recommend!

Very poor customer service! A friend and i booked a room under her name and added my name to the reservation. Unfortunately my friend couldn’t find her id so we asked if we can still check in under my name and he said we can. We asked the man checking us in if he cancel my friends reservation so i can book a second room under my name since i had my id and he said no and was being rude! We ask to speak to a supervisor and he said he was the only person Available and asked us to leave while calling the police on us. Now that we are upset we ask him to cancel my reservation and he said sure but that he was still charging us for our original reservations! How can you charge us if we never got our rooms and was told to leave! This hotel definitely needs new staff because this man had the worst service! You can tell this man hated his job kicking out 2 moms and 4 kids! We called Hilton customer service and reported him and got our reimbursement back! Definitely loose business from us! We gave another wonderful hotel our money and had a great experience there!

We rented three rooms for a small birthday weekend for my step daughters and was mainly just to be able to use the pool area . Staff was very misleading when we asked about the pool. They said yes the pool is open but didn’t say we only can reserve 1 1/2 hr time slots and 4 ppl per room. The woman at the front desk didn’t even want to accommodate us with the simple solution of giving us 2 slots for all three rooms we paid for . I cancelled the rooms and went down the street to the Westin and they accommodated everything we asked for ....