Homewood Suites by Hilton Downers Grove Chicago

We stayed at the Homewood Suites located at 1500 Opus Place, Downers Grove, IL 60515, and unfortunately had one of the most frustrating hotel experiences we’ve ever encountered. Due to a 3-hour flight delay, we arrived at around 12:15 AM. Before arrival, we had completed online check-in via Hilton Honors for two rooms and called the hotel twice after landing at 10:00 PM to confirm our late arrival. We were clearly told that as long as we arrived before 2:00 AM, there would be no issue and that our rooms were secured. However, when we arrived: • The front desk agent claimed that one of our prepaid bookings was missing and proceeded to charge us again for a third room, adding an extra charge of over $850 on top of what we had already paid online. • Despite us explaining the situation and showing payment confirmation, she blamed our bank and refused to take any responsibility. • She was extremely rude and dismissive, and when we asked for her full name to file a complaint, she refused to give her last name, offering only her first name. • When we asked to speak with a manager, she walked away and hid in the back office, refusing to return or resolve the situation. • One of the rooms we received was not the category we had booked — it was significantly smaller and located in a different section of the hotel. She falsely claimed we had agreed to that. • When we brought up the incorrect extra charge again, she falsely claimed she had already canceled it. Only after we insisted did she finally process the cancellation — well after the money had been withdrawn. • As of now, we still have not received a refund for the $850. • To make matters worse, she provided no explanation about the hotel’s amenities, and did not inform us of breakfast hours or any other basic details during check-in. To be fair, the hotel itself is clean and the amenities are good, but none of that made up for the severe lack of professionalism, accountability, and basic courtesy we experienced. Would absolutely not recommend staying at this property unless major improvements are made to staff training and guest service.

We appreciated this hotel from the minute we walked in. The extended lobby, bar & sitting area, breakfast reception area and hall with meeting rooms is beautiful and always clean. There is always coffee(some of the very best coffee I've had) available & yummy cookies when checking in. The exceptional staff starts at the front desk, with Jose as a manager; all are friendly and helpful. Breakfasts are staffed by Ravioli in a tall black chef's hat-interesting name!- and George, who is quite the gardener. Both keep the food stocked and the area clean. Food is always an egg dish, a meat, and a carb, fruit, oatmeal, waffles, muffins & breads served during the week on real dishes. The kitchen, morning and Wednesday evening reception, is headed by Jose C, who plans & executes, with great skill: food chef knowledgeable, very friendly, professional, very hard working. The managers reception on Wednesday has a fantastic soup, garlic bread, salad, desserts, wine or beer, punch or coffee. It is not to be missed. Other days the bar & restaurant open at 4pm and meeting folks from all over is so interesting. The meeting rooms seem booked for parties, receptions, reunions etc. Again Jose takes charge to make sure everything runs smoothly and efficiently. BUT- Thumbs down to the guests, who don't pick up after themselves.(and don't return their luggage carts when checking in) This is a double branded inn-Homewood Suites and Hampton. Homewood suites have a full kitchen and there are one bedrooms available for additional privacy and 2 TV's! Housekeeping is terrific all around; special kudos to Slavica, who cleans like it was own house and is just very kind. There is also 2 washers and dryers available for the hotel. The kids especially seem to love the indoor pool. The fitness room is small but adequate for a decent workout. The two elevators are amazingly really high speed. This inn started remodeling in 2024, after transitioning to Hilton. Small changes and upgrades are always taking place. Located in an office park it's quiet and still close to everything. Impressive, also, is how much respect the staff has for guests, each other and their manager Vince, who is present and available for guests. Mutual respect and enthusiasm for their job and each other is terrific to see and makes your stay go really well.

The property is just as great as it looks, and the breakfast is fresh and well made every morning. It is actually a great perk. I will definitely be staying again.

Very clean, safe, nice

Besides a decently comfortable bed and a full size fridge, the room feels very much like a shinier Super 8. The sheets are too small for the bed, they don't even have appropriately sized sheets for the Murphy bed (we asked 4 times), and they expect you to use your towels and trash can for up to five people for two days with no towel hooks or replacement bags (hence the shower curtain rod is sagging). But the worst part for me personally is that I sent a message to the hotel as I have with all others we stayed at requesting to be as close as possible to exits because of disabilities. Not only was that never acknowledged, but they actually put us at literally the very last room on the whole floor. I understand that maybe that's where the room type is that we booked, but I have no way of knowing that prior to booking and it would be nice to be offered a choice or at least warning. To add insult to injury, I was told at the desk if we needed anything to just call the front desk and they would bring it. The next night we tried but were first put on eternal hold and when I finally got through, I couldn't even finish my sentence before being interrupted to say housekeeping was gone and we just have to come down. A lot of what we planned we were unable to do just because it took so much strength to get down that stupid hall. Bottom line: it felt very much like the staff thought they were doing us a favor by letting us stay there.

This was a nice hotel. The bed was comfortable, the pillows weren't.