Comfort Suites Lombard - Addison

The location is great, but several things advertised simply weren’t available. There was no water in the supposed indoor heated pool, and none of the elevators worked, so guests had to use the stairs. I feel like we should get what we pay for. The mattresses felt like they were stuffed with newspaper.

We booked the whole weekend expecting a sanitary room without an infestation, so we asked for a refund for the nights we didn’t stay. I provided photos, but the staff kept arguing that bed bugs wouldn’t be physically visible and that they exterminate after every guest. If they really have to exterminate constantly, that suggests they know there’s a problem. I believe that claim about doing it after every guest is a lie. I’ve also seen other reviews reporting bed bugs, and the way the hotel handled our complaint felt unprofessional. We first noticed stains on the lampshade and curtains. That night, I saw a tiny bug moving in the bed and killed it without thinking much of it. By morning, a bigger one was crawling around. After looking into it, we felt the room showed all the signs of bed bugs. I stripped the bed and found a stain along its edge, and there was a sweet, musty smell too. The lobby and hotel looked more impressive in the online photos than they did when we arrived. I don’t usually write reviews, but this experience was bad enough that I would give a negative rating if I could.

The staff at the front desk were rude and dismissive, and seemed visibly annoyed whenever guests asked for help. When the dryer stopped working after I paid to use it, I reported it. The woman told me to “shove the coins in and it will start.” She tried it herself to show me, but it still failed. She said she’d call maintenance and walked away without apologizing or following up. Later, the dryer was running for some reason. The pool and elevator problems weren’t disclosed when I booked directly through the website. After traveling over an hour, I found out the pool was closed for maintenance and the elevator wasn’t working. The pool reopened briefly, then closed again during its posted hours. The elevators stayed out of service for all four days of my stay. If I’d known about these problems, I would have booked somewhere else. Between the unavailable advertised amenities, the lack of notice before booking, and the front desk behavior, the hotel fell short on basic standards. Other reviews make it seem like this isn’t a one-time issue. I don’t recommend staying here.

Comfort Suites had a quiet, relaxing feel, and everything seemed well cared for. My room was spacious, clean, and comfortable. The staff were helpful and friendly, and I appreciated the free breakfast and reliable Wi-Fi. I’d happily stay here again.