Extended Stay America Suites Chicago Elgin West Dundee

Disappointing Repetitive Charges I'm here for company training at Elgin, IL Extended Stay, and was unsure of the length of the training for company reasons. The company's office is conveniently located just a mile away. They host numerous trainees from abroad every year (in the hundreds), all of whom require hotel accommodations. I happened to be the first to try out this particular hotel because it offered the most affordable rates on various online booking platforms. Upon arrival, the hotel staff requested a $100 deposit, which I paid using my credit card. Later, the company informed me of the need to extend my stay. I made the necessary arrangements online, but I was taken aback when the reception asked for my documents once again, along with an additional $100 deposit. It seemed odd to me since I was the same person from the previous day, and they already had my documents and money. They assured me that the amount would be reimbursed automatically. As time went on, the company required me to extend my stay further, leading me to book more days. Unfortunately, due to the hotel's policy, I had to spend a total of $300 for absolutely no additional benefits or services as a deposit, and that was also not written in the Terms and Conditions when I booked. The amount seemed exorbitant, especially considering the value it holds in my home country. It could sustain someone's livelihood for an entire month! Plus, banks in my country take a loooooong time to process returns, especially from abroad. I contacted their customer service, but their response was filled with empty explanations. They apologized, citing it as their company policy that every time a new booking is made (as they do not allow amendments to bookings), an additional $100 must be paid. I couldn't help but wonder why this information wasn't provided prior to my initial booking. Furthermore (and again!), unlike US banks, Eastern European banks often take months to process such reimbursements and other hotels in the area do not charge that, I was told by colleagues on site. Later, a manager in the company providing my training inquired about my experience at the hotel. I voiced my dissatisfaction honestly, referring to the hotel policy as "stupid" due to its repetitive money-taking and picture ID asking policy with no substantial reasons. In response, the manager said, "Alright, I won't recommend this hotel to the other 200 or 300 people who will be coming here later this year. Let's forget about it!"

Never stay here! There was drug paraphernalia in the drawer, coffee pot was dirty and broken, outlets didn't work. TV was not working properly. When I reported it the front desk person said if I didn't like it I could check out. I told him he had horrible customer service, so he told me we had to check out or he was calling the police. They never offer to change our room or rectify the situation.

Worst Possible Customer Service The staff are extremely rude and unhelpful. Called to make a reservation and the person hung up the phone when I asked for the manager's contact info once he began being rude. None of the staff should be in the hospitality business.

Terrible experience There were always some kind of issues with our stay. From the moment we checked in our keys didn’t work. I know not to leave my key next to my phone or keys or wallet and I did just that. As soon as I left the hotel every time I came back I needed to get a new key. At one point the general manager almost refused to give me a new key because I didn’t have my other key to the room. I told her I can’t get my key from my boyfriend because he was at work (6:15am) and I needed to get ready for my work. She continued to tell me she can’t give me a new key because I needed both keys- thus meaning i would’ve needed to drive to my boyfriend work to get his key come back give her both keys. Meaning again I would be late to my business and have to not open my store. Along with that we had a fridge that didn’t work. We spend over $150 in groceries. I turned up the temp to get colder in the fridge as well as keeping thing away from the bottom of the freezer so that there was circulation to get into the fridge. I didn’t open the fridge after I put the groceries in and waited a 2/3 days before opening it again. All my food was spoiled and I had to throw it away. To me it’s completely unexplainable to move people into their new home for a month with a broken fridge that they had to have known about as I know the room gets check before we are to move into the room. Lastly: my family and I wanted to use the oven yet it was bolted together meaning it wouldn’t opened. We called for the maintenance guy to come and fix the issue when he came and say his first response was “oh yeah it doesn’t work.” I don’t even know where to wrap my brain around the fact you would put a BROKEN oven in a room !! I’m absolutely confused on why someone would think that acceptable when everything should be working in the room when moved in from the get go. There were towels and bowls in our room from im assuming people who stay there before us. I don’t even know where to begin on how disappointing and gross that is. My stay here was very disappointing as these are things that yes are super easy to be fixed but they should’ve have been fixed way before we even moved in. I waisted my money on this stay. I wasted my money on food that I needed. And I wasted my time going back and forth with the general manger about the keys which again she almost refused to give me. I expect something to be done as this was all in all very upsetting. I do have pictures of all these issues if needed with proof as I have saved them because I showed these to family and friends and told them not to stay here.

Not bad Im giving 5 stars based on the staff. There was an issue with a smoke smell, so I called the fron desk. I spoke with Mike, and he told me he would look into it. Within minutes, he was walking the hall, and even knocked on a neighboring door. Soon after, the smell was wavering, and did not return. So yes, there were problems, but the resolution and response was all the difference. Thanks.