Where do I begin? The accommodations were not to par, the food was horrible, the customer service (front desk)was very unprofessional and seemed overwhelmed. The hotel could definitely use some major updates especially in the rooms There was paint chipping from the shower ceiling, the room was extremely cold after adjusting the temp to 80°. There was no iron in the room. Let's not mention the black out (power outage) that occurred while there that lasted for over two hours. The entire hotel lights were out. The ice machine was outdated, unclean, and rattled like a bad muffler. How could you mess up tortilla chips? The guacamole was served (brown) "not fresh". I should have known when there was no fragrance of food being cooked in the kitchen. My mom ordered salmon and it ranked. My sister order a cheese flatbread, but instead was brought out a kid's cheese pizza. How can you mess up a salad? I'll tell you how, with wilted lettuce and a dressing of the restaurants choice. There was only one working elevator. It seemed the hotel staff would have been better equipped and prepared to handle a known event happening. I was extremely disappointed and dissatisfied with everything concerning the Double Tree Hilton in Oak Brook.

I shared the feedback below with the manager. She (Crystal) responded apologetically and asked for a reasonable compensation request. I provided a reasonable request and have sent two emails and received no response. My feedback: Great location Incredibly poor service. I am amazed Hilton has their name on it. 2 of 3 elevators were broken during a full weekend. Elevators took 15 minutes or more. Rooms were dirty. I dropped something on floor and looked behind the dresser - disgusting. Showers were dirty- drain was clogged, took 10 minutes to get warm. Lobby was filthy. I am a Marriott customer and took a chance on Hilton for the first time in 3 years. My mistake. Don't make my mistake. This is not a $200 a night hotel. This isn't even a $100 hotel. Be careful.

So many broken and unclean things, not sure where to start. Broken bathroom handles, bathroom faucet dislodged, sink base separated from sink ans hanging off, stained carpet, etc. Only one big bath towel, no place to put anything in the bathroom. King bed as advertised was queen size and cleaning crew knocking on door at 8am. All for only $140 a night. Incredibly disappointing, especially for the area and price. Would never stay there again, much less recommend to anyone.

Oooof this hotel needs a renovation. I think they have done the lobby, the location is good but after that, there’s not much good to say. The rooms are run down. When I arrived the windows in my room were open and the heat didn’t work and it was -10 outside. They sent the maintenance tech to fix the heat and he also realized I wouldn’t have had any hot water had I not had the heat looked at - not sure why hotel rooms would have heat and water cut off during sub zero weather? The ceiling is peeling. The staff is overwhelmed. The room wasn’t fully clean, there were hair bands on the floor in the bathroom. I wasn’t the only one in my group with these problems, several people checked out and went to the Hilton Garden inn. I also tried to get room service at 6pm but they said they were done for the day ???

Flew my sales force in for our yearly sales meeting and we chose this hotel. The lobby is very beautiful and modern looking, being that this is my first time at this hotel I was very impressed upon walking in which set me to have high expectations, especially being located in such an affluent area. Unfortunately, once I finally got up to the room I was quite disappointed. The rooms are extremely dated and don't look like they've been updated since the 90s. Walking to my room from the elevator, there were lots of spots on the ceiling where you can tell water had leaked and there were lots of spots that were deteriorated and crumbling and I was quite shocked they hadn't been fixed as they looked quite awful. Even in the room, looking at the ceiling in the bathroom by the shower that was also crumbling and spots and had a lot of water damage. We hung out in the bar area a couple nights which was quite nice but for some reason every night they had the heat blasting in there and it was quite uncomfortable and no one can understand why the heck they wouldn't turn the heat down or even off. Breakfast was good which is a positive but holy cow do they need to update those rooms. You can tell they spent money on the lobby area which sets a high expectation but once you hit those rooms it's a big let down.

The hotel is showing its age. The lobby is updated, and beautiful but the "bones" of the hotel need work. Elevators kept going out, poor water pressure and water didn't get nearly hot enough. The center elevator literally shook every time you rode it. The parking garage elevator doors took 15 seconds to open. Lots of gross peeling paint above the shower. The aesthetic is nice. But, I wouldn't pay to stay here until they invest on the infrastructure. There was a fire alarm during our stay and many of the lights in the stairwells were burnt out that's a HUGE safety issue.

this hotel is like 8 miles from airport, Is in front of an upscale mall which closes At 8pm the taxi from airport charged 65 usd since they charge 50% because they can't pick up anybody in the area. the receptionist was mean and rude. food only snacks at the reception. the shower height of the room I was in at 5' 8" so if you are tall you won't be able to shower. and it costs $180 pet night

The rooms need to be updated. Paint is peeling on several surfaces. Furnishings are old and the varnish is stripped on tables, headboards and drawers. There was a strange odor which might have been coming from the carpet. There was no iron or ironing board. No hand soap. No coffee maker. No refrigerator. The elevators were old and not all functioning thereby causing long wait times. The escalators to the lower level were out of order.

The rooms should’ve had a refrigerator and microwave for convenience. The pool should’ve definitely been fixed by now. You should definitely let your customers know that you charge a $30 incidental fee per night of stay separate from the cost of the room. I’m just saying, some guest might not like the surprise of additional funds being held from their account. I would think that at least complimentary breakfast should be included in the stay every morning

The hotel is beautiful, until you open the door to your room. There is paint taken off the doorways, there is a large metal door to your bathroom with multiple dents and scratches on it. The shower heads need to be cleaned, they have extremely low water pressure. There was hair and toothpaste left on the wall of the shower. The air conditioner was also broken. We asked for another room and the staff was super nice about it. Unfortunately the faucet in the bathroom was loose and there was hair on the back of the toilet. Bed was super comfortable though.

Wish I can rate zero stars for this stay. Still waiting on my refund after 30 days of my checkout. My original stay was booked for 3 nights but the AC wasn’t working in the room so I decided to check out after one night and I am still waiting on the refund of my points since it was booked through points. Apparently there were 10 more guests waiting with me with their AC not working. The staff is really nice but they are helpless. The hotel is beautiful, until you open the door to your room. There is paint taken off the doorways, there is a large metal door to your bathroom with multiple dents and scratches on it. The shower heads need to be cleaned, they have extremely low water pressure. The air conditioner was also broken. We asked for another room and the staff was super nice about it. Unfortunately the faucet in the bathroom was loose and there was hair on the back of the toilet. Bed was super comfortable though.

staff was helpful and friendly during check in. The room was clean. Only dig as there was no refrigerator. The reason this is a three star instead of four star review is that their gyms AC doesn’t stay on unless someone walks in. If you’re the first one in it’s about 85° he almost passed out while you’re working out waiting for the AC to cool the room.

Room was clean. Service was very good. Bed was comfortable. Parking was good. What brought down my rating was how badly the bathroom ceiling was peeling. I have never seen paint peeling so badly before. I hope the paint doesn't contain lead. I have a pic but I guess I can't include it here.

This is definitely not a one star hotel as many other reviews make it seem, stayed week of Aug 26, 2023. While the hotel is a bit outdated, I found it to be clean, AC worked fine, set temp to 67 and room was cool, hot water; no issue. All the elevators were working. Staff is very friendly and welcoming. Breakfast options were good, the price is fair for the amount of options you get, plus it’s a buffet. There’s a bar on the main floor, there’s also a pantry with many snack and drink options by the check in counter. There are other restaurants with in walking distance or more with in 5-10min drive.

Very outdated hotel, surprised it’s considered a DoubleTree hotel. 1. Had to change rooms late at night as the shower was broken but the staff seemed more bothered than helpful. 2. The front desk staff was rude when checking in, did not provide the cookie or included breakfast tickets. They only reluctantly gave two water bottles likely due to the other nearby guest asking for it. 3. Room did not include fridge and some rooms are better quality than others for the same price (better space, tvs or even washrooms). 4. Breakfast and bar were pretty disappointing with very limited selection and disinterested staff. 5. Everything about the hotel was very drab, aged and smelled - truly poor condition for a Doubletree

Staff here is amazing and so incredibly friendly, helpful, and accepting. The hotel is a little bit dated but what it lacks in some slight polish, they make up for in their friendly service. We had some issues with hot water during our but they were great about it and made it right. I would highly recommend for their staff and management alone.

Absolutely terrible hotel. I'm not a big fan of leaving bad reviews but people need to know how bad this hotel is. Everything was broken and dirty. One of three elevators kind of worked, the escalators didn't work. The hallways smelled like a sewer backup because it likely was as you would be ankle deep in water by the time you'd finish a shower. There was never anyone to be found at the front desk. The air conditioning didn't work and the entire hotel had to be near 90°. I wouldn't stay at this hotel again if it was free.

First off, I would like to say that everyone on the hotel staff has been fantastic during our event. They're kind, friendly, and everyone is working so hard! We appreciate their service during this weekend. The owner of the property, however, should honestly be ashamed they are even allowing guests here. A rundown of the issues: escalators broken, one elevator broken, a/c was broken and they had to call in emergency mobile units after our group sweat like stuck pigs the first day, the water heater stopped working and the entire hotel had no hot water for multiple hours, both pool and hot tub are inoperable. Any one or even two of these issues are easily forgivable, but compiled together made for a very inconvenient, uncomfortable, and trying stay. Mobility for many people in our group is an issue, and the demand on the two remaining elevators meant sometimes waiting as much as 15 minutes to get to your location. I sometimes was forced to take the stairs to be able to make it to meetings on time. As much as I appreciate the staff, I cannot in good conscience not leave this review. I hope it might reach someone thinking of booking an event with this facility.

This weekend my sister celebrated her 50th birthday here. The front desk staff and staff both shifts has very good customer service. The rooms were nice and clean the front lobby was good looking as well. I enjoyed my stay

I recently had the pleasure of engaging with a company that left an indelible mark on me, both professionally and personally. From start to finish, my encounter with this company was nothing short of remarkable. Their commitment to excellence, coupled with their exceptional customer service, made my experience truly memorable. First and foremost, the company's employees were incredibly friendly and attentive. They greeted me with warm smiles and went out of their way to address my needs. Their knowledge and expertise were evident as they patiently answered my questions and provided valuable insights. It was clear that they genuinely cared about my satisfaction and were dedicated to ensuring a positive experience.

This hotel is OK if you don't mind rooms with a little wear and tear in need of an update. We booked this room for our 20th annual girls weekend and the Double Tree certainly made it memorable. The day before arrival I selected a room and checked in with the app hoping to get a message when the room was ready. After waiting until 4pm we finally went to the front desk and asked about the room only to find out it hadn't been cleaned yet! We were assigned another room. We saw our original room choice being cleaned the next day.? The room we did get had a dirty and smashed up bathroom sink. There was debris on the floor from prior quests as well. The first morning we went to the front desk and requested extra towels. After an hour and a half - still no towels. Turns out we didn't really need the towels as there was no hot water. We again went to the front desk about the water and were assigned another room. We packed up , get to the new room and none of the three key cards will work. Back to the front desk to fix the key cards. After this two of the three key cards worked. We took that as a win. My digital key would not work at all after switching rooms. With all of this shuffling around we missed the train we needed to make the reservations we had made to meet some old friends for lunch. That was a bummer. Something was going on with the heat in the room also where the heater insisted that the room stay a solid 85 degrees, We tried many times to turn the heater off completely but the unit would turn back on after a time ,raging its way up the thermometer. We were able to vent the bottom of the windows a bit to try and keep it bearable . We didn't want to have to move to a third room. One of the elevators was a little sketchy giving a good shake and shudder each time it stopped to open the door. None of these issues are a big deal on their own but put together they did leave a less than favorable impression.

It's giving Conrad but Double Tree prices. Phenomenal service and Great stay! Ms Darlene at check-in was amazing as well as Ms Sonya at check out. I did happy hour at the hotel and my server was awesome. I forgot his name but he had a slim build, long hair for a male, and white. He was friendly and intuitive. Good drinks!

While the lobby is very pretty, the rest of the hotel is very dated and doesn’t have the basic amenities that you expect to be standard in a hotel room, like a mini fridge or USB charging ports. The website also says breakfast is included, but it was an additional cost. The elevators took forever and the door keys only worked about a quarter of the time. The ice machine was broken as well. I would not stay here again, there are plenty of other hotels in the area to chose from. At least the cookie was good.

Im not a person who normally writes reviews, however I decided to take a few moments to let the establishment of Double Tree know of my disappointment the weekend I stayed there. What was supposed to be a fun girls trip for my birthday did not turn out that way. My sister and I decided to book conjoining rooms at the Double tree with a few of our closest friends for our birthday to bond and make memories, however when we got to the hotel our bonding moment came to an end when we found out our rooms would be separated. The staff was not accommodating at all to this error all because the house keeping staff were not assigned to clean those particular rooms. We made reservations a month prior requesting conjoined rooms and were told it would not be a problem. We tried to check in at 1pm, when normal check in is at 4pm, so it was plenty of time to fix the matter. After no luck at all with getting the conjoined rooms, we even tried to call near by hotels to see if any conjoined rooms were available. The Double tree staff were not bothered at all that we wanted take our business somewhere else. Unfortunately, there were no other conjoining rooms in the area and the one room we found would have been double in price each night. Our group was split up both nights at the Double tree. They didn't even try to accommodate our party the second night. To the staff at the Double tree, please try to be more accommodating in the future to your guess request. Treat people how you would want to be treated when your traveling and staying away from home.

Elevators were constantly down. Had to use the one service elevator for the entire hotel. Common areas of hotel were way too hot. Room did not come with mini fridge or microwave. Shower head was really low (and I'm only 5'8"), but did get hot. Breakfast buffet was good. Front desk was helpful. Near lots of shopping and restaurants.

This hotel, first, is freezing. They are actually running the air conditioning. You will freeze in the lobby, in the co working spaces AND in the bar. We’ve been told corporate will not allow them to turn on the heat until November 1st. Next, the lighting in the bathrooms is the worst I’ve experienced. Paaalease at least put a portable makeup mirror in the rooms! Be prepared to trot back and forth to the window to check what you did in the bathroom mirror. Lastly, there is no room service. AND if you want to place an order to pick up from the bar area, you will have to GO TO the bar, place the order and wait for it to be prepared. There is no way for you to call the bar for an order. Oh and I was deathly ill and called the front desk for an extra bottle of water and a roll of toilet paper, and was told I’d have to come pick it up!! so don’t expect lighting, warmth, or Customer Service!

I would not stay here unless I was already here for a conference/event. As others have said, the lobby and first floor area is stunning...and it seems like all their money went toward that. This is definitely one of the dingiest DoubleTrees I've stayed at. The room was pretty small and lacked outlets. I know this was posted on their website, but the TVs are small with no channel guides, no microwave, and no fridge?? You have to request a fridge from the front desk. Everything was just old or scratched up or very used up. The trash cans are small and, because they don't clean everyday, were overflowing by the time I left. I also did not have any hot water the first night. Breakfast was $17, which not even my $15 daily food credit covers. The layout of the hotel itself is also just really weird. The parking is free, but it's a bit of a trek to get to the front. If you're looking for a hotel in the area, I would honestly just go to Embassy Suites.

The best thing about this hotel is its location. The mall is within walking distance and many restaurants are only a few minutes away. Now, the not so good stuff. The first room we were given was HOT! The air conditioning was out and the repair man they sent to fix it said he was unable to do so. Luckily, they moved us to another romm where the air was fine. The rooms themselves are basic. There is no fridge or microwave in the room which is UNACCEPTABLE considering the prestige of the DoubleTree name. It's ridiculous that the entire floor had to share the microwave, which was located in the room where the ice machine was located. As a result of not having a fridge, I was unable to keep my perishable food cold until the end of my stay. Room service was a joke. They never answered the phone. So I had to go all the way down to the lobby to get any assistance. Even then, the lady was unable to help me because they had ran out of clean towels for the evening. I had never heard of a hotel not having any more clean towels before. Had to wait until the next morning to get clean towels to wash off with. That was unpleasant. Well, overall we still enjoyed our stay. They have a wonderful bar and lobby area. The ballrooms where we had our reunion dinners were nice and elegant as well. The hotel catered food was great too. If our family reunion was held here again, I think I would stay again.

Not bad, but it’s almost time to reimagine the rooms. The fixtures look dated and some of the furniture has seen better days. But, for the location, room size, and price, it’s hard to beat in Chicago’s western suburbs. With COVID, some of the amenities aren’t readily available, but you can request fresh towels and turn down service.

It’s 2:16 AM and I am writing this from my room. Why at 2:16 you ask? Because my room is apparently on the surface of the sun. Temperature is 85 degrees and you can’t turn the heat off/down. This has been awful from the time we checked in. Rooms are filthy, elevators are broken, parking garage is a war zone, no amenities. Besides the rude gentleman who checked me in, the staff have been kind but helpless. Not on them, on the property manager. Don’t stay, you’ll end up curled up in fetal position, crying. Update to the owner: I understand why you would tell me to make personnel aware of the situation. I agree. And I did. The problem was that this was a problem throughout your building. We were with a large group. We all had the same problems. Please try to put money into this place and make it nice. Your staff and patrons deserve better at $200 a night.

Room was nice. The bed was so comfy. Special shout out to Camella at the front desk and Anna in the restaurant and bar. These two employees are amazing and do their jobs well with exceptional guest service and attitudes. The hotel is beautiful on the inside, great spaces and guest rooms are comfy, and you can't go wrong with their cookies. As a Diamond member I really appreciated that and the early checkin and the extra bottles of water when asked. Get that pool fixed and I’ll stay here again. Not too far from downtown and really great hotel.

The hotel has nice beds and is in a nice location, however, we were disappointed in the amenities. Their information said there was room service. After numerous attempts to call with no answer, I went downstairs and was told there was no longer any room service. We arrived late afternoon and I wanted a shower - no hot water. I had a cold shower. There was hot water later and the next morning. The maid knocked on the door at 9:30 a.m. on a SATURDAY morning. Fortunately, we were awake. Went downstairs when leaving about an hour later and the coffee pots were empty. Front desk was unconcerned and said if the pots are empty there is no coffee. Gee, thanks!

I am giving 5 stars, because of Carmella. She is so sweet and extremely helpful. Her customer service is phenomenal💯. She definitely deserves a raise. Crystal is a sweetheart too. Sean on the other hand, was not friendly and did not engage with the guest at all. I even asked him if he was having a bad day and it wasn't even 8AM yet. My only complaint is, they only put 1 complimentary pot of coffee out and after it's gone, you have to pay 3.50 for a small cup out of a Starbucks machine😒. Besides that I really enjoyed my stay at this hotel. It was clean and it smelled wonderful when we walked through the doors. The employees were very friendly and the food at the buffet was really good.

The only thing amazing about this hotel is the location. Otherwise the shower was broken and the light around the mirror didn’t light up fully. The room doesn’t come with a refrigerator or a microwave, and when you do call down for one they show no sense of urgency. The view is horrendous. But the lobby was really nice.

My family and I stayed here for a wedding in the area. The front desk receptionist was not helpful. They gave me the hardest time, and it seriously put a bad taste in my mouth. The only staff member who was helpful was Jose. He was attentive and was able to assist my concerns. The rooms are too outdated. The bathrooms needs a major upgrade. The prices of the rooms were great, but now I know why.

I wasn’t going to write a review. In fact I wouldn’t even tell the front desk person what happened because I wanted to be discreet. Long story short I have 7 bites down the middle on my back from bed bugs( I took photos in the bathroom) in one of their rooms. I simply asked to switch rooms at first and they did so. They said they would look at financial compensation which I wasn’t looking for but did nothing. I wrote a review after checking out on their internal email they send and was reached out to by guest services. They thanked me for my feedback and asked that I call and speak to the manager. I’ve called 4 times and he is always busy so I left a voicemail and he has not returned my call. Bed bugs are gross but I’m sure they happen, this review is based solely on the non response of their management team. I still had 3 weeks of travel and went to the Marriott. Same for next months travel and trips.

Attended a wedding in Lombard at the Carlisle. Excellent location, staff was great. "Warm" cookie distribution was a bit weird. FREE parking a big plus. Overall very pleasant stay and price point was good!!!

Stayed for business at the hotel. Great location right near a mall and restaurants. Easy to get to. Property felt safe even coming from working out at night. The staff was warm and friendly. However…for a large conference hotel they had slow/broken elevators the entire stay. We also did not have hot water for an entire day with no notifications from the facility that something was wrong. For a doubletree it was disappointing room experience compared to what you expect traveling for business and staying at a doubletree. Folks who stay there regularly for business at work shared they did not have that experience. Hopefully it would not be my experience the next time.

The staff was very friendly and the breakfast was decent. The rooms were pretty spacious and the beds were comfortable. I didn't check out the gym or pool. There were a few rooms downstairs where you can hang out with a group. My biggest complaint was that the rooms need a lot of renovating. The shower had paint peeling off of the ceiling. And not a few chips, major peeling. I'm not a tall person but had to crowch down to get under the shower nozzle. The hotel is quite large but only two of the three elevators were working. So a lot of times there were long lines and people crowding into the elevator. Not ideal when COVID is still a threat. My son and I wandered around until we found stairs that would take us up to our 5th floor. So, not a bad hotel at all, but needs a lot of TLC.

Great breakfast, guest services, parking, and rooms. I gave 4 stars for the following reasons: I am wondering if the bathtubs were refitted several times, since there is a very large step up into the tub and at 5'4", I was scraping my hands on the shower head when I was washing my hair. I've never used a shower where the shower head was so close to my head. If I were any taller I'd have to duck. Several treadmills were not working which I reported in, and the only stationary spin bike had an out of order sign on it, so it seems the gym isn't always maintained. None of these are deal breakers for me, so I'd stay again.

I had stayed here over 10 years ago. Return visit was okay. The rooms are nicely updated. The bed was comfortable the only issue I had was the room AC which would not cool and only heat. There were some window slits to open for air. The staff was good but not overly friendly. Food was available but very expensive. Wake up call was some noisy geese on the roof. Overall a bit dated but has a nice bar.

This hotel was very underwhelming. The lobby and first floor of this Hilton looked nice, but as soon as you get to your room, you notice cost cutting and areas they avoid upgrading. Lots of areas had chipped or peeling paint and the TV appeared to be about 15 - 20 years old. The ac constantly fluctuated to cold and hot without me adjusting it which became very uncomfortable. While I was there they removed the microwave from the ice/vending area (on all floors) so if you need to use a microwave you need to travel down to the lobby. I’m a Hilton honors member and it disappoints me to say I will avoid Double Trees moving forward.