MainStay Suites Northbrook Wheeling - Wheeling, Illinois

Margaret O.

I am very happy to be a part of Mainstay. My roommate and I have been staying at Mainstay for about three weeks.

Lake - the manager is attentive and has excellent customer service. Lake is always seen inspecting the hallways and reacts attentively to any complaints or concern's.

Starr- very outgoing and always attentive. She is friendly and always is helpful by answering questions. Always says good night or have a great day. Hard worker. Great customer service.

Juana- a very attentive and has awesome customer service. Always a good morning heard when I pass the front desk.

Liz and the house keepers are very friendly. They knock on our door to see if we need any extra towels or other necessities.

Thank you to all the staff and all the hard work.

Sincerely- Margaret O’Brien and Jennifer Doherty

Juliette L.

First I’m going to say the room wasn’t under my name. I stayed here with my boyfriend and first experience was that the staff wasn’t very inviting or friendly at all. She looked like she hated her life while walking to the front desk to check us in. She didn’t smile one time. Secondly upon arriving to our room, there were 3 cockroaches in the bathroom, the microwave is missing the rotational dish inside and the phone inside the room doesn’t work. I tried calling to the front desk multiple times and they answered and immediately hung up before saying a word. What type of front desk doesn’t answer the phone and just hangs up the phone?! This hotel is absolutely disgusting, one of the worst ones I’ve stayed in. Staff is horrendous. Don’t expect to get help from them if you have any issues. Surely you can find a better place to stay for your money.

Stephanie W.

Disappointing Stay with Poor Cleanliness and Service.

First off, my reservation is not under the same name as my review due to the potential of them finding a reason to kick me out for my legitimate concerns.

I recently stayed for a week and unfortunately, my experience was far from satisfactory. There were several key issues that made the stay uncomfortable:

1. Cleanliness: The carpets in both the lobby and room were visibly dirty, and I even found a roach in my room. This is unacceptable and raises concerns about hygiene standards.
2. Lack of Housekeeping: The hotel does not offer any cleaning services unless you stay for more than 7 days. As a guest, I expected daily housekeeping or at least more regular cleaning, which was not provided.
3. Service Issues: Guests are required to bring dirty towels to the front desk for a swap, and even for basic items like toilet paper, you have to request them in person. This process is not convenient, especially when front desk staff are rarely available.
4. Staff Attitude: When addressing these issues, the staff made me feel as though I was the problem for raising legitimate concerns. This lack of hospitality added unnecessary frustration to my stay.
5. Refund Policy: Despite the numerous issues, no refunds were offered. This rigid policy is disappointing, particularly given the unacceptable conditions.

Overall, I would NEVER recommend staying at this hotel unless major improvements are made to cleanliness and guest services. I hope management takes these concerns seriously to prevent others from experiencing the same problems. Unfortunately that seems unlikely. Things will stay the same as they run through management changes like that will magically implement improvements.. shaking my head.

Good luck. Might as well take the building down.

Jade K. L.

Lake has been a great manager but one of her employees Starr had me sign a document and then said she own my soul. Update: I don’t think that sharing that you practice magic is wise as an employee but I heard that she has a mental disability and so we should be patient with these kinds of people in times like this. She was explaining to a guest how slow she is and I didn’t know.

Sarah C.

The hotel and its staff were extremely accommodating & friendly. The rooms were nice and clean and also pet friendly. Nobody bothers you for the most part. However, it is a busy full hotel at all times, and there were questionable residential guests and cops coming and going from the hotel quite frequently.

Alexis S.

To much too type out so Imma keep it short. All around good. Only thing they time accept cash so be plastic ready. 1 poor employee but the rest are great. The good always weighs out the bad anyway

Leo T.

I had an extremely unpleasant experience at this hotel due to multiple cleanliness and service issues. Upon arrival, I noticed the room was in unacceptable condition. The toilet had visible urine stains, and there were hairs all over the bed. The sink was completely clogged, and the kitchen faucet had food stains that hadn’t been cleaned. To make matters worse, I found a spider in the shower. The pillows were also extremely uncomfortable, making it difficult to sleep.

On top of the unsanitary conditions, the customer service was equally disappointing. The front desk employee was frequently unavailable, she was talking to people outside half the time. On one occasion, I stood at the desk for about 10 minutes when she seen me waiting and continued to talk to her friend and smoke a cigarette. When I requested a refund due to these issues, they refused.

Melissa M.

I should have read the reviews before booking. I travel to the Wheeling area about twice a year and have stayed here in the past and I remembered it being a pretty average hotel.

My last stay was unacceptable. The shower head was caked in hard water deposits like it hadn't been cleaned in months. One of the pieces of furniture in our room was literally held together with Duct tape. The hallway carpet was stained and there were bags of garbage in the hallways despite the many signs advising guests not to put garbage in the halls. My husband saw one of the employees "mopping" the lobby with a towel and a broom.

The worst part by far was the second night we stayed. When we got to the elevator, I noticed a pool of liquid in the corner near the buttons. Looking up a bit, I saw the telltale splash stains on the wall about adult groin height. Someone had peed in the elevator. When we got to our room, I called the front desk to let them know, and the attendant didn't seem apologetic or even all that surprised.

I wasn't going to leave a review, but after 2-3 emails asking me to leave one and a call from the promotions department asking me when I'll stay again, I figured I'd give my answer. I will never stay again, and I advise everyone else to avoid it like the plague.