Holiday Inn Express & Suites Chicago West - St Charles, an IHG Hotel

From check in, to check out. Our stay was amazing. We went for one night. My daughter turned 5, and she wanted a hotel stay to just swim, so we did just that. Checking in, i was greeted by i believe her name was Aileen, the most friendliest and nicest person ever. She made sure everything was answered, asked the reason for the visit, actually our room was going to be on the 3d floor, but since i had mentioned the reason i was there, and with a 6 yr old and two 5 year olds, she changed us to the 1st floor, easier for us instead of traveling up and down with littles... Later in the evening we went to get ice cream for the kids, she was so sweet to the kids, she is just an amazing worker to have. Her customer service goes above and beyond. I made sure to tell her also. Shes amazing. The kids really enjoyed themselves, beds and pillows i rate at a 10, very VERY comfortable.. Breakfast another 10.. I will be staying here in the future that is for sure..

It was a great two-day stay. Clean, easy check-in/out, breakfast was solid, and the pool was clean. Only downsides I ran into was the pool area was pretty cold(so limited swimming), and a few really loud kids post 11pm(not the hotels fault at all). Would highly recommend!

We've stayed her multiple other times when coming to St Charles. Our son will be getting married up there next June and her family is from there. Always love the stay but this time we had a horrid time sleeping as the guest above us in 319 was yelling & arguing with other, loud noises that woke us up throughout the night.

I was a solo traveler for this trip so I glad it was in a well lit area and that all side doors needed a key card. As my room was next to one on the first floor. It was clean and pleasant. The only thing I had issue with was hearing the door close, and children running and being load after 10pm. But that’s nothing different than you’d find in any hotel.

Everything about the hotel itself was excellent, and what we usually expect from HI Express. But we reserved a double queen suite (two queen beds and a queen-size fold-out couch) with Expedia, but were given a double queen room. There were six of us - three adults, and three children, which meant that even after they brought a roll-in bed, one of my kids had to sleep on the floor. The gentleman at the check-in desk was very apologetic, and said that the suite was out of service, and we had been automatically switched to a different room, and since the hotel was fully booked, we couldn't get two rooms. He said we may be able to be compensated in the morning, and was as accommodating as possible. I inquired at the desk in the morning, very politely, about what had happened. The staff in the morning were extremely defensive, and almost immediately started talking as though I was planning to take them to court! Quite the overreaction. But they said that two things were at play - first, that the maximum number of people in a room in the hotel is 5. (This was our second stay at this exact hotel, and the prior stay we had the suite, and they had absolutely no problem with 6 of us in it.) Second, they said that any time you book a hotel, you are guaranteed a room, but never any specific room. Maybe this is true, but that seems like BS - surely I should get the room I paid for, or at least be compensated the difference if I am out in a smaller room? Lovely hotel. Poor experience

Hotel staff was amazing. Front desk was so awesome with my kids. The kitchen staff gentleman was so personable and went out his way to help everyday we were there. He talked with us and always checked on us to see how he could make our stay better.

Clean rooms and common areas, friendly staff, great stay for our family highly recommend!