Extended Stay America Select Suites Chicago Naperville West

I slept well here because the walls kept most neighbor noise out, though I could hear a little. I also felt safe. Tara and Roxanne were very nice and accommodating. I’d stay here.

This place felt poorly maintained and unsuitable for an extended stay. The toilet kept overflowing, the refrigerator smelled foul, the trolley was broken, and the elevator felt unstable and smelled of smoke. Trash was left in the hallway, and notices were slipped under the door. Though it’s a non-smoking property, smoke got into my room every day. I told staff, but they didn’t seem able to stop it. There was also a heavy smoke smell in the lobby. When I went downstairs to pay a late fee, the front desk was closed off and nobody was there to take payment. They charged extra for everything, including pots and pans, towels, and room service.

This used to be my favorite place to stay in IL. I’ve been here three times off and on, and each time something has gone missing from my room. They took all my brand-new groceries while I was out handling business. This latest time, and once before, a power strip for plugging in things like TVs and phones disappeared. Each time they give me the same answer: they’ll tell the manager. My room was paid for, and my things were taken while I wasn’t there. Terrible leadership. About the response to fixing it: I called ahead to ask whether I needed to stay another day, since I might check out late. After I paid for another day, standard professional procedure would be for management to give the late checkout list to housekeeping on each floor and tell them the guest was staying, so they could clean without touching that person’s belongings. The reimbursement for this mess didn’t come close to the value of what was taken. I have receipts to prove it and can provide them. This is a failure that should never happen, unless everyone involved agreed to it. Facts are facts, and clear communication should prevent this.

Derek at the desk was pleasant to talk with and really helpful. He even called afterward to check that everything in our room was okay. I appreciated the service.