We chose Home2 Suites By Hilton in Chicago River North for our stay from July 4th to July 14th, 2024, largely due to our Diamond Status with Hilton. Booking through our AMEX card, we were surprised to find our Hilton membership status was not recognized. After calling to rectify this, we learned that to receive credit, we would have had to book directly through Hilton at an additional cost of $500. This left us feeling undervalued as loyal Hilton members. Upon arrival at 4:30 PM, there were no staff or security to greet us, only signs directing us to the second floor for check-in. The representative there was curt, offering no customer service, and failed to provide the room we requested. Despite being Diamond members and traveling with four people, we received only two water bottles. The suite itself was clean and adequately spacious, but lacking a cooking surface, which we had to request multiple times before receiving a dirty, stained hotplate after three days. The lack of security was concerning, especially with homeless individuals sleeping outside the hotel. The bed was hard and uncomfortable, the bathroom doors did not lock, and the room’s A/C failed to manage the humidity, making sleep difficult. Despite raising these issues, there was minimal response from the staff, and no follow-up from management. The breakfast was repetitive, with pre-cooked eggs and terrible coffee. Maintenance did address some concerns quickly, but overall, the service quality was poor, including multiple issues with room keys and the Hilton app not functioning properly. In summary, our experience at this Home2 Suites was disappointing, from inadequate customer service to subpar amenities and a lack of security. This stay has significantly impacted our perception of Hilton’s commitment to its loyal members. We will not be returning to this location and question the value of Hilton rewards if they require additional costs for recognition.

I had everything I needed for my stay, and every morning I looked forward to seeing Cathy and Shirley who work in the dining room and put a smile on my face each day. The gym and in-house Starbucks were helpful. I traveled during a busy convention but all was calm in the hotel.