Holiday Inn Express & Suites Orland Park - Mokena

Recent Reviews: 10

• User:Larry E

  Trip type: Family

  Lying to make a buck!

  30 Mar 2026

  AVOID AT ALL COSTS! Called hotel on 3/27 to check if pool was good and to see if there were rooms available.They said there was availability and that the pool is good to go. We have our 8 year old grand daughter and our 2 daughters with us, so we reserved 2 rooms for 2 nights. We showed up to the hotel, got dinner, then went to the pool. No lights in the pool room and the pool water was freezing! Went to the front desk to tell them. They informed us that the pool is down and the maintenance man did not come in to work on it. They said that the pool may be available the next day! I pleaded my case with them and told them what happened! Of course, there was nothing they could do! They outright lied to us! The next day comes, guess what? Pool down and no maintenance person!! This place is an absolute scam! There corporate offices are the same! We are out $680 !! The second day, we went to a real hotel with a real pool! I wasn’t going to take a chance and stay at a place where they said that the pool would be down and they didn’t know when it would be up again! We spoke to other people that stayed and they were also outraged! I’m not done fighting this! Not by a long shot! Lying to make a buck is scummy! IHG Service, Owner at Holiday Inn Express & Suites Orland Park - Mokena By IHG, responded to this review Hi Larry E,We are pleased to host you as one of our valued guests, and we appreciate your recent stay at the Holiday Inn Express & Suites Orland Park - Mokena.Our hotel is committed to ease and transparency in every aspect of your stay, and I’m sorry that your experience did not reflect the level of care and dependability we aim to provide. I’d like to look into this further for you. Please send your reservation details, contact information, any actions taken by the hotel team, along with your Tripadvisor username and reference number to IHGService@ihg.com, and we will be glad to assist from there.We appreciate your feedback and hope to have the chance to welcome you back for a stay that delivers the comfort and ease you deserve.Best regards,Sarah S.Case ManagerIHG Hotels & Resorts Service

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• User:Kelli K

  Trip type: Solo travel

  Customer service was so awful.

  15 Dec 2025

  This was the meanest customer service experience I have ever had. My husband and I use IHG hotels almost exclusively and have never had a bad customer service experience. I had a meeting in the morning and, after my shower, discovered that I did not have a hair dryer. I called the front desk and the woman who answered said she would look in the back room for an extra one (great!). When she came back to the phone, she said she didn't have one. I asked her if she could go into one of the empty rooms and get me one because I had a meeting that I needed to get to. It was -5 degrees outside so it was not an option for me to go out with wet hair. She said again, that she did not have one. When I asked if she was joking, she said "What you're not going to do is speak to me like that. You will speak to me with respect." I was definitely upset about the fact that she would not attempt to find a hairdryer for me, but I did not yell, curse, or insult her in anyway that would have been considered disrespectful. I have been in customer service my entire career and that would have been inappropriate. Then she hung up on me. When I called back down to ask to speak to a supervisor, she actually answered the phone by saying "I know you're not calling this number unless you're prepared to speak to me in a respectful way." I asked for a supervisor and she told me that she already told me that she looked and does not have a hair dryer. She told me that I need to be respectful and hung up on me again. By this time, I am in tears and have to call the corporate customer service number and explain the situation while still needing to get ready for my meeting. The woman at CS was very nice and told me she would call the front desk to try to solve the problem. I get a call from the desk. She calmly says "I just want to explain that, what I was trying to tell you earlier, is that I looked in the room where we would have extra hairdryers and we do not have any." I knew that this was pointless so asked for her name. She said it was "Sue". I confirmed with her that I was not going to get a hairdryer and she got very snippy again and said "That's what I told you." I said "ok" and hung up. I ended up turning the heat in the room up to 80 degrees and drying my hair with the air from the heater. When I exited the hotel, I did not say anything to the woman at the desk because I was not 100% sure if it was her and I was late for my meeting. When I returned less than 2 hours later - one hour before my check out - there was a hair dryer in my sink. When I was tipping housekeeping online, I did not see anyone from the front desk with that name. I went to check out and I wanted to confirm that the person at the desk was "Sue", but she was not wearing a name tag. She was talking on a cell phone, but asked if I was checking out and what my room number was. I handed her my key, gave her my room number and asked her name. She said "Sue" and then said "Oh right, 329. Well there you go." without ever looking at me and went back to her call. I did call corporate again when I left and they were very kind. My husband and I will continue to use IHG hotels because we always have great experiences, but we will never go to this location again. Which is a shame. IHG Service, Owner at Holiday Inn Express & Suites Orland Park - Mokena By IHG, responded to this review Hi Kelli K,Thank you for sharing your thoughts about your experience at Holiday Inn Express & Suites Orland Park - Mokena. We appreciate you choosing our IHG Hotels and Resorts for your travel needs.We want you to have a lasting impression of the brand by providing dependable service and accommodations. I am sorry for what happened. IHG Hotels and Resorts works hard to deliver an excellent guest experience. I have shared your comments with the hotel management to address this internally. Please send your reservation details, contact information, any applicable action/s taken by the management to resolve your concerns, along with your Tripadvisor Username to IHGService@ihg.com.We hope to welcome you back soon for a much more relaxing stay.Warm regards,Rosh C.Case ManagerIHG Hotels and Resorts Service

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• User:Blake T

  Trip type: Business

  Amazing

  20 Nov 2025

  Amazing comfortable rooms and great customer service. The room was always perfectly clean and amazing breakfast. I hope to come back soon!

• User:HDHart1

  Trip type: Family

  Dirty with Little Hope for Improvement

  16 Aug 2024

  This hotel was really nice when it first opened but has gone downhill quickly. Very dirty with black mold growing in the bathroom. No bath mats but rather small hand towels. Front desk people apathetic with no customer service at all. I will not stay here again. IHG Service, Owner at Holiday Inn Express & Suites Orland Park - Mokena By IHG, responded to this review Hi HDHart1, I've read your review of your past stay. Thank you for being our valued guest. Thank you for your loyalty and I'm happy that you've stayed at our Holiday Inn Express And Suites. We aim for our guests to have the best hospitality in the city. I’m sorry about what happened during your stay. I will be sharing this feedback with hotel management for immediate correction.We hope to regain your trust and confidence in our service. Warm Regards Carl J. eMedia Coordinator IHG Hotels and Resorts Service

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• User:Silhyboy

  Trip type: Family

  Vere shady and possibly illegal practices here.

  11 Sept 2022

  Stayed one weekend to visit a dying family member. Staff was minimal, difficukt to fund and short of items like towels, pillows, blankets. Mostly just unhappy to have me there. I am reviewing them though based on my next attempted stay. We booked 2 nights over labor day weekend and as per their cancellation policy had till 6pm the night before our booking to cancel. Unfortunatly, we had sickness in our group and could not make the trip. So we cancelled our 2 nights stay about 9pm the night before. Now we expected to be chqrged for the first night since we were 3 hours past the deadline, but they then charged us full rack rate for the 2nd night which was 60.00 more than our original booking. I called the hotel, and the Manager was not helpful. He said that even though I had cancelation confirmation, I was still charged full rate for not staying.I called IHG and after over an hour on hold was told they cod not do anything since it was a billing at the hotel level.Long story short, this location is stealing and not caring if they get caught. I am contacting the Mokena BBB and filing a complaint.Buyer Beware IHG Service, Guest Services / Front Office at Holiday Inn Express & Suites Orland Park - Mokena By IHG, responded to this review Hi Silhyboy,Thank you for your time sharing your feedback. We strive to meet the level of satisfaction every guest expects from an IHG® Hotels & Resorts property. I am sorry to learn about the issue surrounding your 2 nights booking for the the the Labor day weekend.We take feedback seriously and would like to gather more details to communicate this with the relevant teams. I sent you a private message and hope you respond soon.Pleasure once again to host your visit and look forward to having the opportunity to restore your confidence.Best Regards,Alice P Case Manager IHGService

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