Extended Stay America Chicago Hillside

I booked a room at MainStay Suites Chicago Hillside for my 25-year-old son from 04/03/26 through 04/18/26. His father had been admitted from Springfield, IL to Loyola University Medical Center for a double lung transplant, and my son needed to stay nearby rather than more than three hours away. His father initially recovered as expected, but within two weeks he developed complications and multi-organ failure. After emergency lifesaving measures, he was placed in a medically induced coma. My son was his medical POA and needed to be close enough to make informed decisions about his father’s care. We regret choosing MainStay. My son checked in on 04/03/26. His father’s condition worsened on 04/06/26, and on 04/07/26 my son had to make the difficult choice to end life support. After his father died, we went back to collect my son’s belongings and check out. The man at the front desk said I had to request a refund through the third-party booking service. The next day I contacted HotelsOne, which reportedly spoke with the MainStays manager, who refused to refund anything. The booking paperwork said the room was refundable. The cancellation policy stated: “We understand that sometimes your travel plans change. We do not charge a change or cancel fee. However, this property (MainStay Suites Chicago Hillside) imposes the following penalty to its customers that we are required to pass on: Cancellations or changes made after 3:00PM on 03-04-2026 are subject to a 1 night room and tax penalty.” I only wanted a refund for the unused nights, less the one-night room and tax penalty specified in that policy. The hotel still refuses to speak with me or issue any kind of refund. Choice Hotels, MainStay’s parent company, said they couldn’t help. HotelsOne keeps sending canned emails saying the hotel won’t refund me. I find MainStays refusal to follow its own cancellation policy appalling. In my view, they showed no compassion or grace after an unexpected death, kicking us while we were down. It’s a pathetic way to run a business. I hope the staff and management at MainStay never face the same kind of disregard for humanity that they showed us.

The room is set up like a small one-bedroom apartment, with what you’d expect to find in one, and I saved money by shopping for healthy food and cooking there. They don’t serve breakfast, just coffee and tea, and there were no cup lids to take coffee on the go. The bed was comfortable and the shower was hot, so I had no complaints about those. I’d never stayed with this hotel chain before, but I’d stay again. The place smelled and looked clean when I arrived. I had to buzz for an employee, but he came quickly and checked me in. There’s a sign by check-in asking guests to report room problems within 15 minutes, plus a notice on the front door about certain clothing to wear inside, for everyone’s safety.

The owner was disrespectful, called me “another ignorant black person,” cursed me out multiple times, and followed me as if trying to fight. I asked for fresh linen more than once and was refused my deposit back. They give you attitude and charge too much. They don’t like giving out towels, either. There’s plenty more I could say that’s negative. I’d never stay there again and wouldn’t recommend it to anyone.

The room was decent and affordable, and it’s a cheap option, but I wouldn’t bring kids here. There was blood in the sink when I arrived, the other guests were terrible, and the whole building constantly smelled of weed. I woke up because of it and it felt like someone was smoking right in my room. I’ve honestly never smelled so much weed, and I live in Amsterdam.