Best Western Des Plaines/O’Hare

I paid for two nights but wasn’t given the room I’d ordered. With the agent’s consent, I canceled the stay, but I still wasn’t refunded, even though I stayed at a completely different hotel. Be careful if something like that happens. The front desk service was rude and disrespectful. The staff were difficult to communicate with, and I heard them speaking rudely and angrily to other people too. The breakfast was poor, and the pool was disgraceful. The place stinks inside and needs renovation and paint. The staff should be replaced with people who are polite, respectful, and welcoming. Even if a free stay were offered, I definitely wouldn’t come back. The Best W. Hotel in Glenview is on a completely different level, that one is great.

My sister called the Best western and displays ahead of time and told them I’d have a service dog. I didn’t want housekeeping to disturb us for the first two days, but on my last day I’d asked the cleaning ladies to clean the room. Since I hadn’t taken their service, someone at the front desk called my real and said I had to vacate because I had a dog and they wouldn’t make any special arrangements. I tried explaining that my dog is a service dog, but the woman kept arguing and telling me to leave. She said they wouldn’t return my money. I told her I had the paperwork, and after that she put the phone down and said she’d add it to the computer. If you book here with a service pet, you really have to tell them five times to put a note in the computer, or they may throw you out and keep your money.

The service has been awful across our stays here. A month ago, we were given a used room and waited 40 minutes for it to be changed. Three weeks ago, the hotel said it had no record of our deposit and returned it only two days later, after we insisted they check the cameras. After last night’s stay, our deposit wasn’t returned again. We hadn’t smoked or broken anything, and there were no wet surfaces or blood on the bedding. We did leave plastic cups and food wrappers, but no food mess. Still, they kept the deposit. It’s disgusting service.

The place smelled damp, and the bed was so uncomfortable I felt like I’d been hit by a semi truck when I woke up. Even the concrete floor in my basement seems better. The receptionist seemed more interested in her TV show and phone call than getting me my room key. I know it isn’t a grand hotel, but that was a rough stay.