Embassy Suites Chicago Schaumburg Woodfield

Recent Reviews: 1306

• User:Go783831

  Trip type: Couples

  Rude and Dismissive Service from Star Overshadowed an Otherwise Pleasant Stay

  30 May 2026

  My family and I recently spent the weekend at Embassy Suites Schaumburg, and overall, we had a very pleasant stay. The hotel was clean, the room was comfortable, the food was enjoyable, and the amenities met our expectations. The location was also convenient and made our trip enjoyable.Unfortunately, one interaction significantly impacted our experience. A staff member named Star was extremely dismissive and unhelpful when we approached her with a simple question regarding a product and where it was located. We were polite, non-confrontational, and simply seeking directions, yet she acted as though our questions were an inconvenience. She did not properly acknowledge us, offer assistance, or make any effort to provide customer service.I want to be clear that we were not seeking special treatment—just basic courtesy and assistance that guests should reasonably expect. While every other aspect of our stay was positive, this interaction stood out for all the wrong reasons.I hope management addresses this issue with Star, as customer service plays a major role in the overall guest experience. Embassy Suites is a great hotel, but guests should feel welcomed, valued, and respected when seeking assistance from staff.

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• User:Christopher N

  Trip type: Friends getaway

  Stay as far away as possible from this hotel.

  29 May 2026

  This has been by far the worst experience I've ever had with any hotel.I booked a room for a gaming event called Combo Breaker with the following description: 2 Room Corner Suite-2 Double Beds-Non-smoking Larger Suite-wifi Avail-sofabed-micro/refrig Comp Cooked To Order Breakfast-evening. What would you think this means? If you, like me, thought two literal rooms with two beds each, totaling to four beds, you'd be correct. However, the reality is that it is one larger lounge/sofa room with a door acting as a divider between "rooms" leading to the bedroom. A door does not make an additional room.When I brought my complaint to staff, they said that I was arguing semantics of the room's description and that I had unrealistic expectations about the room. They also mentioned that this "confusion" happens often with this particular room...how has this issue not been addressed? To further the extent of my confusion, on AresTravel website, there is no mention of the room essentially having a singular bedroom, there are no additional description of the room at all, it is bare bones. However, on the official Hilton website, room's short description reads that it sleeps 6. Once again, this cements the idea that the this would be two rooms with two double beds each and a sofa bed comfortably sleeping 6.They did not have any supervisor or manager on a day when the majority of near 100% capacity check-ins would be happening. Voicing my complaints with two different staff members at concierge led nowhere, not any sort compensation or upgrade, no compromise in adding an additional bed free of charge though they made it a point to mention that I could cancel my original booking and rebook the room with the 3rd bed but would be charged for it. There was not even an apology. The second person I spoke to then tells me there are no beds. These two conversations are within two minutes of each other, how can one staff member say one thing and the other contradict them?I waited to speak to Jenn first thing in the morning the next day. When I explained to her that the fact that this specific room has this history with other customers all she said was "yeah". Again, no offer of any sort of compensation, there were no upgrades as they were at capacity, and we could not come to any sort of compromise. I walked away and decided to enjoy my long weekend as best as I could.The room was abysmal. Worn couch with the upholstery that was coming off and hadn't been updated in at least a decade, an incredibly small bathroom that could barely handle one single adult let alone six as per the Hilton's official description, water damage in the ceiling, dusty air vents, recessed outlets, plastic covering still on one of the bedframes in the bedroom. The pullout sofa bed in the room was just a bare mattress, no bedsheets and no pillows either, it was not ready to be used at all. Onto the hotel -- It has four elevators, only two of which were "working" on one of the busiest weekends of the year with an at capacity hotel to be used by both guests and staff. I put in quotations because these were by far the slowest elevators I have ever been on, they have clearly not been maintained nor upgraded in a very long time. With only two working elevators, anytime you wanted to come up or down you would be waiting anywhere between 3 to 10 minutes every single time. The elevator also bounced then paused for about 5 seconds when you got to your floor which felt unsafe. On the first day there, we were told by staff that the stairs were blocked (a massive fire hazard) only to be told by other guests that they were in fact open. Trying to find them was an entirely different matter as the signage for most of the hotel was awful in the main lobby. I could not find the stairs with multiple attempts and decided to give up and endure their excruciatingly slow elevator to get up and down. The Embassy Suite in Schaumburg is described as renovated but you can put lipstick on a pig in s*** and it is still a pig in s***. STAY FAR AWAY FROM THIS HOTEL. Tracy Murray, Sales at Embassy Suites by Hilton Chicago Schaumburg Woodfield, responded to this review Thank you for taking the time to share your feedback.While we respect every guest's opinion, several points in your review require clarification for future readers.The suite you reserved was a Two Room Corner Suite with two double beds and a sofa bed. As the room description indicates, this accommodation consists of a separate living room and bedroom, which is the standard definition of a two-room suite and the design utilized throughout the Embassy Suites brand. At no point is the room advertised as containing four beds or two separate bedrooms. The occupancy of up to six guests is based on two double beds and a sofa sleeper, not four beds.Our team spent considerable time discussing your concerns during your stay. Unfortunately, because the room you received was exactly the room type that was reserved, there was no service failure related to the accommodations provided. While we understand that the layout did not meet your personal expectations, expectations and room descriptions are not always the same thing.You also reference several conversations with team members. We can confirm that management was available during the event weekend and that your concerns were reviewed. As the hotel was operating at or near full occupancy due to the convention, upgrade options were extremely limited. Nevertheless, our staff attempted to explain the room configuration and available alternatives.Regarding the physical condition of the room and hotel, we take maintenance and cleanliness concerns seriously and investigate all legitimate reports. However, many of the statements in your review are subjective opinions rather than objective representations of the property.We appreciate your business and are disappointed that the suite layout did not align with your interpretation of the reservation details. We encourage future guests to review room descriptions, photos, and bedding configurations prior to arrival so they can select the accommodations that best fit their needs.We wish you the best in your future travels.

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• User:Joel N

  Trip type: Family

  Trapped in the hotel

  19 Apr 2026

  They’ve done a fairly decent job on the remodel. I came here years ago and they’ve upgraded a bit, however it does seem like all of the upgrades were just cosmetic without addressing the actual underlying issues. Really don’t understand why they filled in the hot tub, though, as we were looking forward to using it.But the reason I’m giving a one star is because of the housekeeping staff. The elevators at this hotel are painfully slow, and while they have four elevators only two are actually functioning. And yesterday morning at 9:30 when everyone is trying to check out and leave the housekeeping staff decided to commandeer both of the elevators. My family and I stood on the top floor for 25 minutes waiting to get on the elevator. We hit the button and when the elevator finally got to our floor the doors opened and their was someone from housekeeping on the elevator with their cart, which took up the whole elevator so we couldn’t get in. I made room for her to get off and she looked at me and told me she was going down and was not going to get off so we could get on and leave. This happened two more times, we’d wait for the very slow elevator to get back to our floor only to have a housekeeping cart taking up all the space and refusing to get off. The third time I asked the housekeeper where the stairs were and she gave me a dirty look and told me she didn’t know right as the doors were closing. When we were finally able to get in there were so many people crammed in because a big line of people had formed that I was genuinely scared that we were overloaded.I had to stand there with small children holding all of their luggage for 25 minutes because housekeeping thinks that they’re entitled to block guests from leaving at a time when just about the entire hotel is checking out.

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• User:Jennifer L

  Trip type: Business

  Very disappointed

  20 Feb 2026

  This was a convenient location for the training I had and my client visit. The lobby area was clean and was a great atmosphere during happy hour, which was a great perk. My room could have used some updates for sure. The light next to the bed did not work, they fixed it when I mentioned it. I stayed 2 days and didn't necessarily expect a room refresh however they went in my room while I was gone on day 2, fixed the light and folded the triangles on the toilet paper BUT DID NOT TAKE THE TRASH I HAD COMBINED BY THE DOOR or the dirty plate from the sink. They literally only folded the toilet paper and changed a light bulb. I just find it weird that they did the toilet paper so they were exploring my room and not just changing the light bulb, but didn't take the trash. When I arrived the restaurant wasn't open so I grabbed a frozen pizza from the little "store" for $10. It was smaller than a dessert plate. I asked for a plate to microwave it on and had to answer 50 questions before I could get one. The elevators were interesting... one opened so slow and creaked the entire time it was opening. The other the door opened and closed so fast you had to jump in. Even though I had read online that there was a hot tub, that is not the case. I called when I was on the train to let them know that I was arriving earlier than expected and asked if I would be able to check in and they said they couldn't guarantee an early check in. When I arrived they said yes we have rooms ready and I could have early check in but they charged me $50 to check it at 1 pm. For the price of the stay I was disappointed and will not go back to this location.

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• User:Shamar W

  Trip type: Family

  Wonderful stay

  25 Jan 2026

  Had a wonderful stay the staff was very knowledgeable about everything the hotel offers Jenn was awesome very friendly rooms were clean and spacious and the breakfast was pretty tasty as well felt like a family oriented atmosphere