Hampton Inn & Suites Chicago-North Shore/Skokie

I’m done with this property and Hilton hotels after this. They say the room counts as a “kitchenette” and that nothing needs to be done, despite their 100% Hampton Guarantee. I wasn’t asking for a full refund or anything extreme. We booked from February 25st to March 2nd because the listing said the room had a kitchen. Our daughter has Celiac disease, so being able to prepare food before going out matters, since restaurants may not prepare it safely. Staff told us we could have either an accessible bathroom or a kitchen, but not both, even though the hotel website said both were available. The room had clearly had a kitchen before, as the photo I included shows. We had to choose between a shower suitable for a handicapped person and having a kitchen, which made the vacation much more work than expected. There were no gaming consoles, though we didn’t need them and were mainly concerned the hotel might charge us for them. Staff said they don’t provide consoles and wouldn’t charge us, but the website still lists them. There also weren’t in-room safes. The lockboxes at the desk were broken when we tried them, though maintenance fixed them quickly, so we only had to take extra things out of the hotel for one day. The stay did have some good points: the hotel was clean, the staff were friendly and polite, and housekeeping did a good job. The room was spacious, the bathroom was surprisingly large, and the water pressure was better than at most hotels I’ve stayed in. The location worked well for downtown Chicago and nearby areas. There was construction outside, but that wasn’t the hotel’s fault. When we called to ask for a small refund or even points for the inaccurate listing, one customer service representative couldn’t help and said he’d transfer us. The next man mostly tried to sell us more nights at other hotels around the country, then gave us a “customer care” number. That sent us back to the first place. The second man did give us 500 points for listening to the sales pitch for a minute, but said they were for “participating,” not for our problems.