Hilton Garden Inn Schaumburg

The broken elevator made this stay exhausting. Apparently it had been out for three weeks, but nobody warned us. With a baby, we had to carry our luggage up 12 flights of stairs in several trips. A heads-up beforehand would have let us plan, and the lack of communication and access was really frustrating. The hotel was clean, and the fitness room was a nice feature.

I was only a five-minute walk from my conference, so this worked really well for getting around. I stayed several days and was pleasantly surprised by the helpful, professional staff, great service, and good food at the bar and bistro. The room was comfortable too. Good value, and I had a pleasant stay.

I only learned about the elevator outage at check-in, around 8:30 PM, and had to scramble to find another hotel. The only option they offered was to cancel and rebook somewhere else at the current rate, which was nearly twice what I'd originally paid. I'd chosen this place for its location and because I needed an accessible room. The elevators had been down for more than a week, but there was no notice on the website or during booking. Keeping a long outage like that quiet when accessibility is affected is unacceptable. It should have been made clear before booking or arrival.

We ended up at the Fairfield Inn next door, where they treated us wonderfully. At this hotel, we arrived at 4 for our December 19 reservation and were told the elevator didn't work, so we could cancel because our room was on the third floor. They hadn't tried to contact us, even though this couldn't have started just before we got there. We had a 5:30 reservation, and it was basically take it or leave it. They called one hotel to 'help' and first said they'd walk us over, but that never happened. The offer was 'points' if we were members. The whole situation was handled terribly for a Hilton brand hotel, with no real effort to help.