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This review is around cancellation policies that impact teams here for tournaments, which I assume is a large part of their customer base given proximity to the Grant Park Sports Campus. If you book directly, there won't be an issue if you make changes/cancel within 72 hours. If you book through Site Search, as most do as a part of the stay to play requirement, it increase to 5 days and all changes must go through Site Search. In my case, I called both the hotel front desk and Site Search directly within the 5 day window to change my check-in date to a day later. Wyndham told me they couldn't update it. Site Search didn't get back to me so I emailed them the next day, which put my email in the 4 day window. Long story short, Wyndham refused to make the update sticking by the 5 day rule, most would be understanding knowing I called the day prior which would put me in the 5 day. I've been coming to Westfield for years for both soccer and baseball. Not one hotel has been as inflexible as they are; other hotels realize changes happen once schedules are released. In addition, when I spoke to the manager- I said I would escalate further and she told me if I were to do that, she would cancel my stay. I clarified if she was threatening me to cancel if I continued to escalate and she said yes. Quite unprofessional and I was in shock. In addition, I stood at the front desk and watched them update another tournament families checkout, who had been staying here, so they could check out to a day earlier.

Again...stayed here. Hotel is still new and beautiful. A little off the beaten track on Route 31...about 12 miles north of Keystone Crossing ( the swanky shopping area). The rooms are not like the usual Springhills. Bathrooms are designed beautifully. It has a walk in closet which is helpful with shelves for your folded clothes, because there is absolutely not enough space in chest drawers. I was solo and didn't care that much. (That seems to be the case at all Springhill designs.) I liked the mobile key feature. No need to stop at the front desk. Breakfast was average. One thing though...it didn't appear hotel was that full. I stayed 2 nights. On the second day, my room had not been made up when I returned around 3PM. A bit disappointing. I do, however, recommend this hotel and will keep on staying there in the future.

We stayed here just this past weekend (Feb 17-28, 2023) This was the worst hotel experience our family has had with any property in over 20 years. While the staff were very friendly and I think they wanted to help, they did not seem to have the ability to actually do anything to improve our stay. The problems started as soon as we got into our room.  We found the hide-a-bed broken.  When unfolding the bed it obviously had something wrong as it would not fully extend from the sofa. After some effort the mattress came out and unfolded but the head of the bed was about 6 inches lower than the foot. When we informed the front desk they made a note but did not offer any other remediation, assistance or suggestions.  Second, and very minor but still annoying, was the lack of pancakes at breakfast.  There was a large sign promoting hot fresh pancakes but none of the items for pancakes were available. Only one stairwell was open and there was no indication that the other stairs were closed except for a note on the stairwell door that was unreadable until you were already at the door. However, the very worst part and the reason we will not recommend to others nor plan a stay at another Holiday Inn Express ourselves was the noise that continued without stop all night long.  The noise was not from a guest but was from the music being played in the lobby.  It was loud enough in our room on the second floor that we were unable to sleep more than a couple broken interrupted hours the entire night.  It sounded like someone was playing heavy bass and drum music all night long; like there was a dance party going on.  When we contacted the front desk about the noise the staff was very nice but unable to do anything to alleviate the situation as the volume controls were behind a locked door that he did not have a way to access. For the inability to sleep if i could rate the stay as zero stars i would.  For all the problems, our room should have been free!! Nice staff, but a terrible hotel if you want to relax/sleep!!!!

Super satisfied, it is the best hotel we have ever stayed in the United States this time, whether it is the decoration of the hotel, the lobby, the room is clean and tidy, the breakfast is very rich, the fruit is very fresh, the only hotel with raspberries, blueberries, and the most impressive attitude of all hotel service staff and Enthusiasm, let us feel very comfortable and respected, we are very proactive to give consumption to all our staff, recognize respect and appreciate their professionalism, happy for Marriott to have great staff and corporate management and culture, beyond expectations, dinner is also great, Large parking lot and gym, will definitely come back next time

Great hotel