Crowne Plaza Hotel Chicago-Northbrook

I found a bed bug in my bed this morning. I’d been itching the night before and suspected there might be bugs because of how I felt and an earlier review, but hadn’t seen one yet. I documented it and asked the front desk for a full refund, which they refused. The manager never came when I asked to speak with them. I expect a basic standard of cleanliness and health where I sleep. A mistake can happen, but the failure to deal with this urgently or correct it was unacceptable and left me very disappointed. We’re considering a lawsuit and will have to bring this to the health departments. Things could have gone differently if they’d treated it as an important issue.

I’m an IHG Diamond member, and I used to stay here often because the location was convenient. Eddy was the one staff member who really seemed to care. He always found a way to make my stay enjoyable. But the property kept going downhill: the internet was unreliable, the room phone never worked, and housekeeping knew which room was mine even with the DND sign up. My work sometimes meant checking in very late or early, and they never tried to accommodate that unless I paid a fee or for an extra night. It looks like the property may be out of business now, which doesn’t surprise me.

The service at checkout was especially frustrating. I asked whether my husband’s military discount could be applied and was told they’d handle it at checkout. When we got there, the associate didn’t seem interested in helping, ignored my husband while he was speaking and answered the phone. Then she said we already had a good deal and could maybe get the discount next time. The room itself was dirty, with a dirty shower, a tub drain pulled out, and a safety lock nearly broken off the door. We had only one towel, and the pool didn’t provide any, so we had to ask the desk or use our room towels. The room towels weren’t replaced, and the room wasn’t cleaned during our four-night stay. When I requested fresh bedding, I was told no one was available and sheets would be dropped off later, but they never arrived. The listed tiki bar wasn’t open either. The whole stay was disappointing from check-in onward.

I had booked through a third-party site nearly three months ahead. On May 7, 2025, I arrived to find no cars, no open doors, and nobody around. The listed phone number got no answer. IGH told me the hotel was open and in good standing, but thankfully the booking site was able to move my reservation to another property. DO NOT COME HERE!