Holiday Inn Express & Suites Chicago West - St Charles by IHG

The staff were friendly, and our room was tidy and modern. We had a lovely two-night stay and would happily come back. Thanks, we’d recommend it to anyone.

I made the booking mistake, and I know that part is on me: I reserved the night before I passed through and only realized at check-in. They charged me for that unused night and wouldn’t apply anything toward the night I actually arrived, not even a discount. There were plenty of rooms and hardly any cars in the lot, so I felt they could have offered something. If they’d been full, I’d completely understand the no-refund or credit policy. I took my business down the road instead. The place looked nice and updated, with the amenities you’d expect. Funny enough, the man in line ahead of me was also having trouble with the hotel, and we ran into each other again in the lobby of a competing hotel a few blocks away. They lost two customers in ten minutes.

I canceled the reservation and contacted my business account to have this hotel removed from the places I’m authorized to use. My work account had booked it, but at check-in they said I needed to pay out of pocket for incidentals that my account covers. I stay in hotels every week and have never had to pay those costs myself, so I went down the road and booked another place for the week.

I’m Diamond Elite and travel all over the US. This is the second hotel that hasn’t honored my status for early check-in, even though I’d checked in digitally. This happened 12/8/25 at 10:30 a.m.