Homewood Suites by Hilton Chicago West Loop

Recent Reviews: 146

• User:Camper31857572048

  Trip type: Business

  Rude manager

  12 Dec 2025

  I have been a Hilton Diamond member for years but have never experienced broke in the room with missing item, toilet with fecal stain the day of my check in, dusty room. When being reported the manager Fred Marshall emailed me with endless excuses and defensive and denied that anyone entered my room. I reported the incident to Diamond who sent staff to replace missing item in my room. Manger Fred confronted me in person saying that someone erroneously opened my door but assess was denied. I then asked if denied why item in my room disappeared ; he then said I may have not pulled the door all the way. The conversation became convoluted and he lost his composer shouting at me. It said I was too difficult to complain of the toilet stains and unreasonable. I told him I paid for my stay and do expect the service was promised. Evidently he can not live up to that standard of basic human needs and civilized communication to meet premium customer service. Sadly enough, what kind of man would intimidate a woman who pay for the stay. Shameful ! The room was dusty and some stay, dishwasher malfunctioned. If you read more, a handful of reviews also share similar negative experiences. Fred M, at Homewood Suites By Hilton Chicago West Loop Fulton Market Area, responded to this review Ms. Pham, I setup an in-person meeting so that I could share the finding of the investigation that you continued to insinuate was a "cover up". I shared with you the lock audit taken from your room for the day in question and showed that no one other than you was able to gain access to the room, so no one entered to steal your bathroom trashcan.  It seems that the most logical solution was that either you placed your can in the hallway and another guest came by to take it, or that you forgot to place your trash can in the hallway entirely. Once you came back that evening and you notified us of the "stolen" trash can, we quickly brought up another. At multiple points of the discussion, my staff asked if anything else was missing from your room and you confirmed that was not the case.Throughout your most recent stay you have harassed my staff with numerous complaints of minor issues, to the point that I needed to step in to help you resolve them. When I asked what else our room attendant could focus on, outside of the toilet you sent us a photo of, for your scheduled cleaning the next day, you ignored the question. You ignored the additional 3 times that I emailed asking for additional info. You even failed to give me additional issues at our in-person meeting, skirting the question, and further demeaning my staff.The way that you've spoken to my staff, and me, insisting that my housekeepers are thieves and need to be supervised because they steal, is both unfounded and not appreciated. I understand your frustration, but the way that you've taken out that frustration on the employees of the property will not be allowed to happen again. I apologize if you felt me telling you this was me losing my composure, but I do not appreciate anyone treating and talking about my team the way you have over the past several weeks.Moving forward, if you have any further need for correspondence with our property, please contact me directly via email. I do not want you communicating with or insulting my team any further. Thank you.

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• User:KanikaJ35

  Trip type: Family

  Room is not clean !!

  25 Jul 2025

  This is the first hotel I’ve ever stayed at where the room wasn’t cleaned and no reason was provided ! ! ! ! It’s been a very disappointing stay. The room wasn’t clean and it’s of course unacceptable. But what makes it worse is that we were promised a ‘deep clean’ as the room wasn’t cleaned properly when we checked in the first day ! So instead of cleaning the room properly , the staff didn’t clean at all ! It’s incredible that a hotel with a brand name of ‘Hilton’ would allow such poor hygiene standards. My suggestion is that DONT STAY HERE ! I moved back from Air BnB to hotels as I wanted to be assured of the hygiene - clean linen and clean rooms and bathrooms. With this hotel - forget it ! The staff is understanding and did say that the hotel is fully booked and maybe the housekeeping staff was understaffed (not my problem) but kindly mentioned that it doesn’t excuse the room being dirty. But what good is a verbal apology. I only hope that with this post I can help someone else prevent disappointment and regret.

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• User:dave53756

  Trip type: Business

  Do not stay here

  14 Jul 2025

  This place stinks.Two elevator banks: one from ground to 4 and then another to your room.Overpriced self-serve tap room. $10 for a self-serve Pilsner where you have to visit the front desk to get a glass, do a prepaid charge to your room, and then pour a beer. And oh yes, I had to discard a bunch of foam/air for which I paid anyway. If you're going the cheapo self-serve option, then at least price it right.Bad Wifi. Wasted 30m trying to get it work. Brand crisis. This place doesn't know if it's a Hampton Inn or a Homewood Suites, signs inside say both. Fred Marshall, General Manager at Homewood Suites By Hilton Chicago West Loop Fulton Market Area, responded to this review Dear dave53756, I'm sorry to hear about your unpleasant experience at our property. I assure you that my team is available to help with all possible issues 24/7. We do have procedures in place to deal with poor quality dispensing on our self-pour wall, and we have folks available to assist with any technical issues.Rest assured that the dual elevator system is setup to help with the safety and security of our guests, it also allows us to maximize the size of our lobby by placing our housekeeping and maintenance teams on the ground level. Additionally, our hotel was one of the first "dual branded" hotels with Hilton worldwide. I will admit, even after having worked here for 8 years, the multi-brands can throw even me for a loop once in a while, but we do our best to ensure that all of our guests are treated with the love and care that they deserve.It sounds like you may not plan on paying us a visit again in the future, but if you do, please feel free to reach out to me directly via email (fred.marshall@hilton.com). I will be certain to make sure you and anyone you're travelling with are well appointed. My team and I wish you safe travels in the future and hope we can host you again to prove that we're better than your last experience.-Fred MarshallGeneral Manager

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• User:johnjT5799BX

  Trip type: Solo travel

  Fantastic place to stay in the West Loop area

  26 Mar 2025

  Fantastic experience with staying here. The King suite was generously large and I wanted for nothing! The kitchen was fully equipped, the bathroom was spacious, and the bed was out of this world comfortable. The staff was pleasant and attentive at the front desk and everyone I encountered was super nice.This hotel is only a short walk (or Uber) from Union Station Amtrak so that's why I chose this property.If there was on "thing" I found that was lacking is that there was no safe in the room (didn't need it, but some folks do).I will definitely stay at this property on my next trip to Chicago. Fred Marshall, General Manager at Homewood Suites By Hilton Chicago West Loop Fulton Market Area, responded to this review Dear johnjT5799BX, thank you very much for the kind word regarding your experience. My team and I appreciate the time you took to leave a review. We do have safes in all of our rooms, but with the minimal closet space they are tucked into the drawers below the television!We look forward to hosting you again in the future!-Fred MarshallGeneral Manager

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• User:Eh L

  Trip type: Friends getaway

  Will not stay again

  24 Feb 2025

  This trip was for my sister birthday. All though Chicago is a nice city and the hotel was in a great location there was some cons about this stay. Upon checking in we entered the room and it had not been cleaned or maybe even inspected. The window had hands and body parts on it , the fridge wasn’t cleaned , the dishwasher had dirty dishes and the stove was completely covered in chemicals that had not been wiped away. Under the sink was filled with trash. When calling to inform the front desk they acted like that was normal and told me i shouldn’t be “ t’ing up “ and to just clean it myself, instead of offering a room change the housekeeping manger came to correct the issues. 2. Parking is horrible. We are paid almost $200 for parking and was not able to park in the garage ( nothing was offered or done to help with this situation ) so we ended up parking at a different self service parking and walking down. 3. Our reservation was suppose to be extended during check in and it wasn’t causing us to be locked out for over an hour while it was figured out. 4. The staff was not understanding or caring through out my stay . You would think for 160 a night they would show some kind of welcoming attitude. This will not be a place we recommend or stay again. It’s a 0/10 only good thing was the housekeeping lady Myriam, she was so sweet and nice and very understanding. Fred Marshall, Owner at Homewood Suites By Hilton Chicago West Loop Fulton Market Area, responded to this review Dear 513ehl, I'm very sorry to hear of all the trouble that you had. I've discussed your issues with my team and no one recalls any issues of this type being discussed with our staff. Your experience is definitely not something we wish our guests to have. If you could please contact me directly (fred.marshall@hilton.com) I would like to be able to compensate you for the poor experience we gave you and your family during your stay.Again, on behalf of my team, I'm very sorry you encountered these issues. I'm hopeful that you and I are able to connect so that I can make things right.-Fred MarshallGeneral Manager

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