HomeTowne Studios by Red Roof & Conference Center Chicago – N Aurora/ Naperville

The room keys didn’t work, and the suite’s television was useless much of the time. It’s supposed to swivel, but it failed around 75% of the time. At this price, the basic room features should work. I also had a hard time getting anyone to take responsibility when I raised problems. Staff who called themselves managers kept saying they weren’t actually in charge and wouldn’t make a decision. There’s no reliable help for handling guest packages or food deliveries either, so don’t expect the hotel to secure them. The stay was extremely disappointing, with serious functional problems and no accountable management. I can’t recommend the hotel until they fix the technical issues and have managers who can actually help.

The rooms were clean, and everyone was very nice and accommodating. Michael, Dave, Mona, and Hyat at the front desk were lovely, as were the cleaning ladies Angelica and Emparo. Helen and Nancy were super nice too. More carts to move your things to and from the rooms would make the place better.

Michael, the manager, listened when I mentioned a few minor issues and worked out a solution without making excuses. I can see why he’s in charge. Tina at the front desk was also great, very professional, friendly, and engaging. On a 1 to 10 scale, her customer service is a 20. It was my first visit to this property, and Michael’s care and concern for guests are why I’ll come back.

This was my third time at this location, and the morning front desk woman has had poor customer service each time. When I went to extend my room, she was finishing with a man and told me to use the kiosk. I wanted help from a person, not a machine. She was there at work and should have helped a customer. It felt like refusing service, and she was very rude. I stayed for a month and had roaches in my room. Housekeeping came in without my permission, put the dustpan on my kids’ clean clothes and clean towels on the toilet, but didn’t sweep, mop, change the sheets, or clean the bathroom. Why come in at all? I don’t recommend this place.