Quality Inn & Suites Matteson

Getting towels turned into an argument. We asked for fresh ones on the second night, but the front desk said the privacy sign had been on at 10:41, so the room wasn’t serviced. We’d left at 11am and taken the sign down, but apparently people aren’t allowed to sleep in. They wouldn’t give us towels until we handed over the old ones because they thought we were stealing. I asked the housekeeping worker on the 4th floor and she yelled that it wasn’t her room. We had only two towels, two hand towels, and two washcloths. The room had peeling wallpaper at the ceiling, no chair like the picture showed, handprints on the headboard, and hair on the sink. The phone had no cord, the fridge was unplugged, and our food went bad by morning. I spent $20 on cleaning supplies after the front desk argued that everything was inspected instead of checking for himself. The garbage can was moldy inside when we took out the trash. We came to see family who’d traveled from all over; two of us stayed because we were stuck, while the rest canceled and went elsewhere. The elevator lights didn’t work and its control box was held together with duct tape. The hall smelled of cigarettes and marijuana, and there was also a dirty diaper smell. The lobby area had locked bikes and old cigarette butts, and people stood outside smoking marijuana. Yet staff were worried about me stealing a towel. The breakfast was poor too: two waffle makers, five yogurts, brown bananas, no gluten-free cereal, eggs or meat, just waffles and dry danish, with no utensils to pick them up. When we arrived, the hotel smelled of urine and reefer, and employees and managers were using the Choice Hotels preferred parking spaces. I’d accidentally booked through the wrong site and asked the front desk for help adding my stays to my choice. When I realized the error, I asked to cancel and rebook, but he said no. My call to my choice is another story. We were once proud Choice hotel members, but not anymore. This was a degrading excuse for a Choice Hotels brand, and staff argued instead of helping. I was polite until accused of taking towels. The front desk person refused my request to speak to management. Other reviews say the manager replies online but does nothing. I was four days post hysterectomy and asked for an upgrade to a jacuzzi room. Two were available, but he refused. They also block guest parking with cones. Thanks for wasting our money and making the trip miserable. I’m asking for the stay to be addressed and made right. State and health inspectors, as well as the brand, will be contacted.

I was so tired after a long flight that I didn’t report the suspicious-looking mark on the bed throw. I removed it and put it with the dirty linen. When we returned the next day, it looked like someone had done a light clean, but the throw was still there and the linen was gone. Later I found blood stains on a towel after my shower and told the front desk. He assured me housekeeping would handle it. After another long day, I checked the towels after showering and that same stained towel was still there. I’m considering contacting the BBB and local health department. This is a tragedy.

12/7/25: I was first put in room 405. Both beds had dirty sheets, one had dead bugs and vomit beside it, there were black spots on the sheets, and ants by the garbage cans. I asked for clean sheets and for the vomit to be cleaned. The front desk got upset. A desk worker and cleaner came in to see whether I was lying, then argued in front of me that the sheets weren’t dirty and I was exaggerating. They refused clean covers, so I had to sleep with dead bugs on the bedding. 12/8/25: I’d paid for two nights and three days. They changed the sheets on one bed but left a dead bug on the other. When I asked for the room to be cleaned, the front desk said he’d come check if I was lying. He scraped the bug off the bed in front of me and said it wasn’t a bug. I also pointed out black dirty spots under the sheets that I hadn’t noticed before sleeping on them. He moved me to room 417, where the sheets were clean but the door wouldn’t lock. I then moved to room 441, which also had dirty sheets. The front desk said I could check out or change them myself. The door handle and shower head were falling off. When I asked for a discount after changing rooms three times and having to change sheets myself, he said the workers had complained about me. It was the same front desk person each night and on each call, and the one who said all the workers were complaining. This was the worst experience I’ve ever had. I want a full refund.

My car window was smashed and the car was broken into while I was staying there. When I asked Kim at the front desk to see the security camera footage, she got upset and said only her manager could view it. She seemed reluctant even to give me his name or a way to contact him. I left my name and number with another staff member and asked for a manager to call, but nobody has followed up. There’s been no concern or sense of urgency about something that happened on the property. The place doesn’t feel safe, and I’m disappointed by how dismissive staff were. The side door is also held open with sticks, rocks, or books so people can come and go without key cards, which lets anyone in. This is very unsafe. I would not recommend staying here if safety matters to you. The lack of professionalism in handling a serious incident is shocking.