Hilton Garden Inn Schaumburg

My family and I unfortunately experienced a series of unpleasant experiences here. I booked a 2-bed room at this hotel three weeks in advance before my trip, but my reservation was not honored despite this. On the day of my reservation, I drove 7 hours through 2 states, and I arrived at the hotel around 11pm. We were all rather exhausted at this late hour and anticipating to rest in our room. But upon my arrival, the desk staff told me that the room I had reserved was given to another guest and that there were no other vacancies. They claimed that because Expedia had not provided my contact information, they went ahead and gave up my room without notice. They then suggested we stay at another hotel that should have a 1-bed room open. Whatever the case, at this point it was approaching midnight. I was displeased with this whole experience. We expected to be able to rest in 2 beds right after finishing our long drive, but was instead subjected to a hotel hunt that went until 1AM, just to all squeeze into 1 bed. I've been booking hotels through Expedia for over 10 years, but this is the first time I've encountered such an absurd situation. What disappointed me most was the lack of empathy from the front desk. There may have been apologetic in words, but they were not apologetic in attitude and instead seemed to be annoyed when I was understandably upset by the situation.

Staff was so friendly! Very accommodating. We were staying in a group of families for a softball tournament and they went above & beyond to accommodate us. I would definitely stay again! Every staff member I encountered provided superb customer service.

They need to take into consideration when placing families with children in and around gets rooms that just have 2 adults in the room. We had kids above our room and kids in the room that was connected with the wall for our beds. I called the front desk, but nothing was done! Families should be placed at the opposite end of the hotel or guests of just 2 on the top floor.

Very family friendly pool for younger swimmers. Well stocked with clean towels.

We did not receive the room we reserved. We ended up with a king size bed for 2 adults and 2 children. We had to use the sofa bed which was positioned right next to the AC. We were told since we orsered through hotels.com we were not guaranteed the double bed room. We should have been notified so I could have cancelled

Another good hotel in this hotel ghetto area abutting Woodfield Mall and the surrounding commercial zone. Great spot if you have family in the area

Absolutely amazing! It was my son's birthday and the minute we walked in they treated us like family and gave him a birthday treat. Anytime we came back to the hotel my kids could not wait to go back up front and tell him about their day. Anytime we are in the are this is the only hotel we will be staying at!

Overall we had a great experience at the hotel. it looked very clean, my children had fun. My only concern was it was a lot of young adults working who I didn't feel understood fully satisfying the customer or at least make me feel like my needs were being heard, with some sort of effort for resolution. Just felt like I was being brushed off very nonchalant. But we did have everything we needed, this was a separate issue of an item lost.

Didn't have a great experience here. 1. The iron and board in my room had some sort of residue on them that ruined my shirt. 2. I had to pay to use the coin op laundry to try and fix my clothing that the hotel's equipment ruined. It left detergent residue all over my clothing. 3. The room keys barely work and require 10-15 tries each time. 4. The gym was 80° (not kidding). 5. We received notice that water would arbitrarily shut off at 9:30 AM the next morning - with less than 12 hours of notice.