Sonesta Simply Suites Chicago Libertyville

I booked three nights and paid over $300, but ended up with zero nights and no refund. I feel that keeping the payment when the hotel got nothing from my 30 minutes of reservation is super unethical. Maybe this is normal policy, in which case my complaint applies to the whole industry and Airbnb too. Here’s what happened: I was traveling and had lost my credit card, so the hotel where I’d reserved a room wouldn’t let me stay without the physical card. I went to Airbnb, thinking it didn’t list hotels and wouldn’t require my physical ID. I was wrong. As soon as I paid, I realized this was a hotel and contacted them immediately to ask whether they also needed the physical card. They did, so I asked to cancel and get my money back. They refused. Airbnb refused as well, leaving me out more than $300. I was told, “sorry, our hands are tied, it's our policy.” Fine, maybe I have no legal recourse, but that’s why I’m leaving this review.

Lia was wonderful both times I spoke with her today. She answered my question over the phone in the morning, then kept the same great attitude when we checked in after a long travel day, even though the computer system was down. Later, another woman was just as kind, though I didn’t get her name. The front desk clearly has good people who deserve recognition for their hard work.

It was easy to get in and out each time because the surrounding roads were never very busy. The staff were kind and courteous, too. The only small drawbacks were hearing plumbing from nearby rooms when people used the bath or shower, and not being able to connect my PS5 to the wi-fi because it requires a login and the console has no web browser. The room felt like an apartment and had just about everything except an oven. There was a full kitchen, comfortable beds and bedding, and a really nice TV on a movable wall mount. The heat and shower water pressure were phenomenal. Can’t wait to stay again!

The front desk clerk wouldn’t let us check in, even though we had an adult with us, saying everyone in the room had to be over 21. The manager was very rude, kept changing her story, and never gave a clear answer. She wouldn’t speak with us directly and would only “talk” through the front desk employee. Horrible service and hotel. I would not recommend it.