Quality Inn O'Hare Airport

The location is great for the airport, and the hotel offers a free shuttle. Staff were welcoming when we checked in, and helpful at checkout when we discovered the hazardous materials in our room. There was a Menards bucket in the middle of the floor, paint fumes, and other toxic materials. We couldn't even use the bathroom, and guests shouldn't have to breathe in paint and work supplies. I'll attach pictures. The front desk woman said I would get a refund, and I hope they'll also cover medical bills. Update: I'm still waiting for the full refund from manager Ruby. I've called the property seven times and left my number four times, since she's the only one who can issue it. It's been almost a month with no call from her, so I had to open a case with corporate. Terrible customer service from Ruby. A call back shouldn't take 19 days. We were only there because our flight was canceled and we needed somewhere nearby.

The pickup was the low point. After a long travel day, we waited nearly an hour. The hotel said the shuttle would arrive in 15 minutes, and we waited in the right place watching for it but never saw it. When we called again, they told us it “was there,” so we had to wait all over again. I wish they asked callers for identifying details and passed them along to the driver. Hopefully next month's shuttle is better. The hotel and staff have both improved a lot since we stayed a couple of years ago. KUDOS to the new owner! Special thanks to Matthew, who was warm and welcoming and stepped in to help guests when the front desk worker had to leave for a moment. I hope management appreciates him and looks after him. We're looking forward to staying again in November.

Seriously, a terrible stay. The staff didn't explain the shuttle schedule or pickup spot, and we wasted so much time figuring it out. Breakfast was included in our booking, but then we were told it had been discontinued. The TV didn't work and there was no drinking water in the room. Even in heavy snow, nobody helped with our luggage. The woman at the front desk was dismissive and unwelcoming, like she didn't want to be bothered. They really need to change the staff. I absolutely don't recommend this place.

The staff were very nice, and the hotel is close to the airport, so the shuttle ride was short. The rooms were old but clean. Still, there was no hot water, even after I let the shower run for ten minutes. The Choice Hotel app lists free continental breakfast, but all they had was coffee, and the hotel restaurant wasn't open to buy breakfast.