Even Hotel Chicago-Tinley Park-Conv Ctr, an IHG Hotel

I made a reservation from 12/27/23 - 12/31/23 at this hotel for the first time. On Friday night/Sat morning of my stay at 4am, my fiancée and I saw a bed bug crawling on the sheets then on the pillow. I immediately contacted the front desk and they sent a manager up to the room, who provided keys to another room. We packed up all of our belongings to move to the other room and as soon as we got off of the elevator there was vomit on and around the trashcan (our new room was several feet away from it) and the smell was repulsive. I contacted the front desk to report it and it was cleaned the next morning but the smell lingered. But the biggest issue by far was the bed bug. My family and I were traumatized, I’ve never had nor seen bed bugs in my life until staying at this hotel. I made several attempts to contact a manager to request full compensation for that room but kept being told a manager was “gone for the day” or they would make a note and a manager would “call me” but that never happened. Upon checkout I was told by the receptionist that a manager would only take off the one night the bed bug was found but I did not find that to be an appropriate compensation. There were bed bugs in the room!!!! Period. I should not have to pay for that room. Anyway, I firmly insisted on what I believed to be the appropriate compensation, also detailing the incident and requesting it via email on 1/1/24 but no one responded. I called a manager and left a voicemail on 1/2/24 after discovering on my bank statement, I was still charged for 2 nights in the room the bed bug was found, but no one returned the message. I called corporate on 1/3/24 to file a complaint and request compensation, was given a case # and told the hotel manager had 24-48 hours to resolve it and would contact me but again NOTHING. I have now been forced to contact an attorney regarding this issue because of the lack of follow up from the hotel. I would NEVER stay at this hotel again because they are not at all concerned with a guest’s satisfaction or dissatisfaction and make no effort to resolve issues or maintain the business of a future guest. I’m sure there are people out there who take advantage of these situations and just want things for free but that is not the case with me and my family. We are very upstanding, honest people and for our situation to be handled this way is very disappointing and frustrating. If you are thinking about staying at this hotel, please reconsider. I have also attached a picture of the bed bug (on our pillow).

Great location near shopping center. Staff was wonderful. Restaurant located in hotel. Room was spacious and bed was super comfortable. Cool touch with workout area in room. Coffee Station and bar in lobby was a great spot for late night snacks and drinks. The workout room was great with new equipment , which included an area for yoga.

Mike J IHG Hotels and Resorts Tinsley Park Dear Manager, I am writing to express my disappointment and frustration with the customer service I experienced at your IHG hotel in Chicago. My current stay is horrible 01/05/2024 to 01/07/2024 is marred by what I can only describe as the worst customer service I have ever encountered. From the moment I arrived at the hotel, I encountered a series of issues that left me feeling undervalued as a guest. Firstly, the check-in process was disorganized and chaotic, with long waiting times and a lack of clear communication from the front desk staff. It was evident that they were overwhelmed and unprepared to handle the volume of guests. Furthermore, the staff members at the front desk were unhelpful and showed a complete lack of professionalism (she said I was not a man, and acknowledged that there was no man at the counter when, I need help.) They were dismissive of my concerns and failed to provide adequate solutions to the problems I encountered during my stay. Their attitude towards guests was unacceptable, and it felt as though they were more interested in rushing through their tasks than ensuring a positive guest experience. Additionally, the housekeeping service was subpar. Despite requesting for my room to be cleaned on a daily basis, it was often overlooked or done hastily. The cleanliness of the room was questionable, with visible stains on the carpet and dust accumulating in various areas. This lack of attention to detail reflects poorly on the overall quality of service provided. Moreover, the restaurant staff seemed untrained and unorganized. On multiple occasions, I encountered long waits for service, incorrect orders, and a general lack of attentiveness from the staff. It was evident that they were understaffed and overwhelmed, resulting in a frustrating dining experience. As a loyal IHG customer, I have come to expect a certain level of service and professionalism during my stays. However, my experience at your hotel in Chicago fell far below these expectations. I believe that it is crucial for you, as the manager, to be aware of the issues and take immediate action to rectify them. I kindly request the following actions to address my concerns and prevent other guests from experiencing similar dissatisfaction: 1. An apology for the poor customer service and inconvenience caused during my stay. 2. A thorough investigation into the issues I have raised, with appropriate measures taken to improve the training and professionalism of the staff. 3. Reevaluation of the housekeeping procedures to ensure rooms are cleaned thoroughly and in a timely manner. 4. Adequate staffing levels in the restaurant to provide prompt and attentive service to guests. 5. A commitment to providing consistent and exceptional customer service in the future. I trust that you will take my complaint seriously and make the necessary improvements to avoid such incidents in the future. As a valued IHG customer, I hope that my feedback will be used constructively to enhance the overall guest experience at your hotel. I look forward to receiving a prompt response regarding the actions taken to address my concerns. Should I not receive a satisfactory resolution, I may be compelled to escalate my complaint further. Thank you for your attention to this matter. Sincerely, Michael J

The hotel is rundown and the bathroom was disgustingly dirty. The toilet looked like it had been thrown up on and there was hair everywhere. There were also visible shoe prints and filth on the bathroom floor. I didn't want to walk around barefoot. I asked to have the bathroom cleaned and the toothbrush they used to "clean" the toilet was left on the bathroom sink where I lay my actual toothbrush, whether accidental or not, it's really unsanitary. There are no Pelotons either like displayed in the photos. The gym had decent treads. Staff was not friendly aside from a couple of the front desk ladies. For 300 dollars per night, the minimum expectation of a clean room should have been met. The whole place needs a scrub down and general repairs. Will not return.