Hampton Inn DeKalb, IL

The location was great, but three of our four rooms had ants after the first night. We saw them in one room in the morning, then later that night found ants in the other rooms too. One had ants crawling on the walls, and the kids woke upset after finding them on themselves. No one wants to wake up to that. The front desk moved us, but the hotel was oversold that weekend, so my daughter had to use a rollaway bed. It looked like the same one, and it had ants too. The staff member said other guests had complained as well, and we asked her to contact maintenance and the general manager. She said she couldn’t reach the GM because she didn’t have his number. After I contacted them, they offered only an apology and 20,000 Hilton points because I booked at a special rate. I’m disappointed the response seemed tied to the rate, and this didn’t meet the Hilton standards I expect.

Karen H, the sales manager, is kind, personable, and quick to respond. I love working with her, and think you will too. Ask for her when you book!

The bedding and towels smelled so strongly of bleach that I had to buy spray, and the odor gave me a terrible headache. I asked Brienna for a late checkout, but she wouldn’t accommodate me. I’m a gold status member and have never had trouble getting one. She said the hotel was full, though the Hilton app showed plenty of rooms available to reserve for another night. The next morning, when I said I’d contact customer support since no one else would help, Donald at the front desk was snarky and sarcastic. He said, “You’ve already checked out. Have a Happy New Year.” It felt like my complaints didn’t matter once he had checked me out. Avoid this property and the one next door. They’re run by the same people.

The staff were great, and the rooms were wonderful. Breakfast and coffee were wonderful too. Excellent experience!