Hilton Chicago/Northbrook

The front desk woman was very nice when we checked out and wanted to move hotels. Otherwise, this stay was awful. The room smelled like urine, and there were bugs all over, crawling on our door, flying around inside, and dead ones outside it. The bar smelled terrible and was about 80 degrees. The decor was dark and really dated throughout. I can’t believe Hilton put its name on this hotel.

We got several rooms to celebrate New Year’s Eve with family and really enjoyed the hotel. The pool and hot tub downstairs were nice, and we had a room with a jacuzzi tub. The staff were welcoming and helpful. Melina was especially great, and Reyna and Ivanna were also wonderful. Jessy helped my mother with check-in.

We liked the location and the price was reasonable, but we won’t stay here again. As Hilton members, we expected more. Our bed was clean and comfortable, but the desk and microwave were filthy, the bathroom floor was dirty, and there was someone else’s hair in the shower. We wanted a hot shower after a long day, but the water was ice cold. We didn’t want anyone in our room at 10 pm, so we were told it would be checked in the morning. The pool area was worn down, and towels from the night before had been left there. The hot tub was hot, but dirty, with debris floating in it and slimy seats. The sauna never warmed up, even after I turned it on and waited a long time. Breakfast was $20 per person, so we skipped it and got a much better meal at Whole Foods.

The staff are why I keep coming back a few times a year. Melina at the desk went out of her way to reserve my preferred room, which I know well and find easier to use because of my visual impairment. The bartenders and breakfast staff have been here for years and remember guests, so the welcome feels personal in a way I usually only get at higher-end hotels. The rooms are clean and comfortable, the bed is good, and they offer daily housekeeping and room service. The breakfast buffet is nice, with an omelet station on weekdays. Food at the restaurant and bar is good and fairly priced.