The Westin Chicago Lombard - Lombard, Illinois

TravelingDiva70

I stayed at the Westin Lombard from March 29th to 31st, and my experience was a mix of highs and lows. When I first checked in, I was impressed by the hotel's ambiance, the efficiency of the concierge, and the welcoming front desk staff. My initial two nights were enjoyable—I dined at the hotel's restaurant and ordered room service, both of which were excellent.|However, my experience took a shocking turn on the morning of my departure. While tidying the bed, I discovered a stain on the top sheet that appeared to be blood. The discovery was both mortifying and disappointing, knowing I had slept in that bed for two nights. I had opted out of housekeeping during my stay, but the stained sheet should not have been overlooked in the first place.|I brought the sheet to the front desk and spoke with a manager. Both the front desk representative and the manager were apologetic and professional, and the manager assured me that the matter would be addressed promptly. Later, I received an email offering to refund the money spent on room service as compensation. However, I was informed that further discounts could not be provided because I had booked through Expedia instead of directly with the hotel.|While I appreciated the courteous handling of the situation and the initial refund offer, I felt the resolution did not adequately address the seriousness of the issue. A stained bed sheet is unacceptable, and the method of booking should not determine the hotel's ability to offer proper compensation.|Overall, while the staff's professionalism stood out, my stay was overshadowed by an issue that left me deeply disappointed.

M G.

Great Service, but Shower Needs Attention

If I were rating based solely on service, this would be a 5-star review without a doubt. The front desk staff was wonderful, and Angela in particular went above and beyond--this is my second stay, and she has been fantastic both times!

The room itself was perfect, and the hotel was clean. However, I wasn't happy with the shower--it likely needs a deep soak due to calcium buildup or possibly a replacement. Parking can be a bit challenging, but there is a ramp available. It's a bit of a walk back to the rooms, but nothing too inconvenient.

Overall, we'll definitely return! The hotel's convenient location near the interstate makes it a great choice. Looking forward to our next stay!

Brian P.

We love this hotel. We stay every year for our kid’s dance competitions and sports tournaments. Both Celina and Angela are great, and so incredibly kind and welcoming. Shelley at Hairy Carey’s restaurant was absolutely wonderful as well. Everything from our room, to food onsite, to the pool and fitness center, are all great. Can’t wait to come back soon!

le0cgh

There are many reasons for the poor rating I am giving the Westin Lombard. I booked a suite, which according to the hotel receptionist, was advertised incorrectly. The suite was supposed to have been two rooms. In fact it was only one room. The suite was to have a walk-in shower. In fact, it did not have a walk-in shower. The Suite was to include access to the club lounge. In fact, the club lounge is closed on the weekends. None of that was mentioned in the advertisement. |In a feeble attempt to “make it up” to me, I was provided with breakfast voucher. When I presented the voucher, I was handed a menu consisting of four items, from which you can only choose one. Incidentally, they only had three of the four items available. I want to send a message to management. Don’t humiliate your guests by offering such a bleak and dismal imitation of a breakfast as a way to compensate for your service failures. It only add insult to injury. |The staff at the hotel seemed unhappy and unresponsive. It felt as if they really don’t want to be there. |The elevators were embarrassingly dirty. The night I arrived, the stainless steel doors and frame were marred with hand prints. to such an extent that I did not want to touch anything around me. The next day, on my departure, there was no change. The hotel had well over 12 hours to clean things up. Shamefully, they didn’t. There is zero excuse for a hotel with a four star rating to have so many failures. |I have stayed at this hotel many times over the years. Each time I have noticed it degrade. This last time, between failures in marketing, service, and hygiene was more than I care to handle. I am highly disappointed. It would take a noticeable change in operations before I return to this place.

Steve M.

I switched to this hotel several months ago from another property nearby. Best decision I made! Great location, spacious amenities and the staff is outstanding! Special thanks and kudos to Brent for always welcoming me and being so hospitable! Brent is an asset to your company. Can’t forget Ariana…she is a pleasure to work with and always goes the extra mile for me. Looking forward to my next stay!

King

Beautiful Rooms, Frustrating Service - A Mixed Experience

We recently stayed at this hotel for a wedding, and I have to say the experience was quite mixed.

The rooms were absolutely phenomenal - immaculate, top-notch accommodations that honestly surpass most apartments. Both the suites and standard rooms were beautifully maintained, comfortable, SUPER CLEAN and exceeded expectations. The beds were incredibly comfortable, and we slept great each night. If I were rating the rooms alone, this would be a solid 5-star review without question.

Unfortunately, the rest of our experience didn't match the quality of the accommodations. The most frustrating issue was the luggage cart situation, which was nothing short of chaotic. Throughout our stay, we either couldn't find any carts, discovered they were locked away in storage rooms, or witnessed uncomfortable confrontations between guests and staff about cart usage. For a hotel of this size, the lack of accessible luggage carts is simply unacceptable and significantly impacted our stay.

The staff experience was inconsistent as well. The front desk team who checked us in was excellent - helpful, friendly, and accommodating. However, the staff on duty during our checkout the next morning was a completely different story. When we needed assistance with our wedding items and luggage, there was a clear lack of coordination and concern. We ended up having to track down a maintenance worker ourselves who reluctantly cobbled together a makeshift cart solution for us. While we appreciated his help solving the problem, the front desk staff should have been able to handle this basic hotel service need.The wedding itself was fantastic and the event spaces were lovely, but as a hotel guest, the logistics of simply moving in and out became needlessly stressful.

I'm giving this property 3 stars solely because the rooms are so exceptional. Without that saving grace, this would have been a 1-star review. I might consider staying here again if they address the cart situation and improve staff consistency, because the sleeping accommodations truly are wonderful - but I'd definitely come prepared for potential service disappointments.

Senia L.

Incredible stay. Michael was super friendly and helpful. You can tell he truly enjoys what he does. We booked a king suite with a garden tub and it was spacious and comfortable. Pool and hot tub were a plus. Plenty of parking and conveniently located with easy access to Target, shopping malls and food. Can’t wait to return!

Sherianne H.

We have been regular patrons. The room (and hallway) conditions are definitely showing wear and tear. Not happy with the cleanliness of the bathroom. There was hair stuck in the baseboards and the sink appeared to be merely toweled off (you could see splash/soap marks still on the counter). Ridiculous you have to pay for parking now (this is new) in the front lot, which is also the lot for the restaurant. I even could see parking fee for the garage, but the front lot? Really? The only positive is the staff are always friendly. Super disappointed. Sadly, we will not be returning.