Hampton Inn & Suites Chicago/Hoffman Estates

We felt judged and unwelcome in front of our children, and what should have been a fun family night became embarrassing and stressful. This was our fourth time at the Hampton Inn in Hoffman Estates, Illinois. We’d come back in winter because it’s convenient for taking our three daughters swimming. After this visit, we won’t return, and I feel other families should know what happened. We checked in around 4:00 PM without trouble. A little later, my boyfriend went to our car for our daughter’s pool floaties and goggles. A police officer approached him, shined a flashlight through the car window, and questioned why he was in his own vehicle, even though we were registered guests. He was asked for ID just for going to his car. It felt unnecessary and inappropriate. He came back shaken, so we calmly went to the desk to raise our concern. He spoke loudly, not aggressively, because that’s how he naturally talks when upset. I recorded the whole conversation. Rather than listen or try to de-escalate, the front desk woman angrily shouted that we had to leave immediately. There was no attempt to understand what happened, and we felt harassed, singled out, and treated without respect. We’ve stayed several times before without an issue, so the experience felt discriminatory and hostile. I’d caution families and couples about staying here. If returning guests are treated this way, I can only imagine how first-time guests might feel. No family should feel targeted, judged, or criminalized at a hotel they paid to stay in, especially with children there. I believe hotel management and corporate leadership should review this. Police involvement, the staff’s immediate escalation, and the lack of a clear reason raise serious concerns for me about how guests are treated and how decisions are made at this property.

We had problems with noise, but the staff got defensive and didn’t take our complaints seriously, even though the noise policy was clearly posted at the front desk. Then we got a wake-up call at 5am for no reason. I’m pretty sure it was retaliation for complaining about the noise. The front desk employees were the least friendly I’ve ever dealt with, and this was our worst hotel stay so far. We won’t stay here again, and I’ll be calling corporate to file a complaint.

The property was comfortable and had a hot breakfast, but Tracy at the front desk seemed to regulate everything and could wipe the smile off your vacation. She seemed unhappy every day. I wondered if she might be prejudiced. I can’t believe she works in hospitality. I’m writing this while still at the property because I felt it was the best way to get the brand’s attention. The other staff know about her, but all they do is apologize for her. After posting, I went back to see if I was the only one who’d had this experience. There are numerous accounts mentioning Tracy very negatively. Someone should have acted by now. My company and I should never have been exposed to her. Tracy is the sort of person bad reviews are made of. I hope she gets help.

Jose, the manager, paid close attention to the details and made us feel genuinely cared for during our stay. His hospitality helped make my graduation trip with my family a memory we’ll always treasure. The Hampton Inn & Suites in Hoffman Estates, Chicago, was clean, comfortable, and welcoming, and the whole experience was wonderful. Thank you to Jose and the entire Hampton Inn & Suites team for helping make such an important occasion feel special.