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Reviewed 8 March 2014 via mobile

Reserved a king bed executive floor; I'm a silver rewards member... which obviously means nothing. Hotel check-in time is 3pm. We arrived at 4:30pm and were told our room could not be accommodated on the executive floor so we were moved to another floor. What's more, we are sitting in the lobby right now waiting for our room to be cleaned. It is 5pm. We guaranteed our reservation on a credit card and its 2 HOURS past stated check-in time. Totally unacceptable. We will be contacting management regarding this mess. Unorganized chaos. Front desk staff couldn't care less.

Stayed: March 2014, travelled as a couple
Thank TwinBritts
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Emily D, Portfolio Reputation Manager at Hilton Chicago/Oak Lawn, responded to this reviewResponded 10 March 2014

Twin Britts,
Thank you for staying with us, and for sharing your comments on TripAdvisor.com. Please accept my sincere apology that your room was not prepared for your arrival as it should have been. We pride ourselves on providing impeccable service and this is not an indication of that same service. Please reach out to me directly so that I have an opportunity to follow up on the reminder of your experience with us. I look forward to hearing back from you soon and look forward to a chance to welcome you back.
Enjoy today!
Emily P Dailey
Portfolio Reputation Manager - Hilton Chicago/ Oak Lawn
edailey@greenwoodhospitality.com
313-253-4344

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 7 March 2014

We had a wonderful stay at the Hilton! The staff greeted us with a smile before we even walked into the building. Friendly and helpful staff all through our 2 day stay. The room was nice and clean. The bed was so comfortable. The food was amazing. And one thing I noticed was the surprisingly quietness of the room. I'm so used to hearing door slams and people walking in and out of their rooms at hotels, that this was a breath of fresh air!! I would definitely recommend this hotel for a overall wonderful experience.

  • Stayed: March 2014, travelled with family
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Review collected in partnership with Hilton Hotels & Resorts
Thank Paul M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Emily D, Portfolio Reputation Manager at Hilton Chicago/Oak Lawn, responded to this reviewResponded 10 March 2014

Paul,
Thank you very much for sharing your wonderful experience at our hotel with us. We strive to provide the best possible service and guest experiences every day, and it’s always great to hear from our guests on how we’re doing. We certainly do strive to provide all of our guests with the level of service that you described you received during your stay and I will certainly make sure I acknowledge the entire staff for their efforts. We thank you for your candid feedback, and hope that you will choose to stay with us should you visit the area again.
Enjoy today!
Emily P Dailey
Portfolio Reputation Manager - Hilton Chicago/ Oak Lawn

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 28 February 2014

We booked several rooms at this Hilton as my family was in this area for a funeral. Hotel is clean, centrally located and staff was super friendly. Linens were nice and comfy. Keurig style coffee maker in each room. We did not notice the train. We had dinner in the hotel restaurant and food was pricey but delicious. We would definitely stay here again!

Room Tip: Nice, clean, safe hotel.
  • Stayed: February 2014, travelled with family
    • Value
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Thank mauidreemn
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Emily D, Portfolio Reputation Manager at Hilton Chicago/Oak Lawn, responded to this reviewResponded 10 March 2014

mauidreemn,
Thank you for choosing us as your hotel during your last visit. It was a pleasure to have you and your family at our hotel. Please extend our condolences to your famile. We are so delighted to hear you had a pleasant stay and that you enjoyed your room, with all of its distinctive amenities. We are pleased to have been able to provide a relaxing "home base" during your unexpected visit. We hope to have a chance to welcome you back again under happier circumstances.
Enjoy today!
Emily P Dailey
Portfolio Reputation Manager - Hilton Chicago/ Oak Lawn

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 27 February 2014

Unique design lended itself to a very private 'feel' to the rooms. Found the staff to be very friendly and helpful. As others have stated, a rail line runs directly behind the hotel. I didn't find this to be a problem, but my room faced the front of the hotel. Lots of places to eat locally, but none really close enough to walk to. Water pressure as well as the water temperature were pretty poor. Tough to keep the temp at a constant level. Would stay again, probably.

Room Tip: Ask for a room on the front side of the building to avoid the train noise.
  • Stayed: February 2014, travelled on business
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Thank Bianchikid
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Emily D, Portfolio Reputation Manager at Hilton Chicago/Oak Lawn, responded to this reviewResponded 10 March 2014

Bianchikid,
Thank you for choosing us as your hotel during your last visit. Your willingness to share your thoughts with us is genuinely appreciated. Please accept my apologies that you experienced some difficulty with the water and heating in you room. We will use your feedback to monitor this and take opportunities to improve. We look forward to a chance to welcome you back again soon.
Enjoy today!
Emily P Dailey
Portfolio Reputation Manager - Hilton Chicago/ Oak Lawn
edailey@greenwoodhospitality.com
313-253-4344

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 26 February 2014

Unique circular floor plan gives air of private accommodations; we never heard another guest. Pleasant, friendly staff, neat, clean, fresh non-smoking room. Tasty fresh restaurant breakfast buffet, but a bit pricey @ $15 each.

  • Stayed: February 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
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Review collected in partnership with Hilton Hotels & Resorts
Thank Greta B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Emily D, Portfolio Reputation Manager at Hilton Chicago/Oak Lawn, responded to this reviewResponded 10 March 2014

Greta,
Thank you for taking the time to share your feedback regarding your most recent stay at our hotel. We strive to provide the best possible service and guest experiences every day, and it’s always great to hear from our guests on how we’re doing. I am pleased that you enjoyed the layout of the hotel and the privacy and solitude that it afforded you. Your willingness to share your thoughts with us is genuinely appreciated. We look forward to welcoming you back again.
Enjoy today!
Emily P Dailey
Portfolio Reputation Manager - Hilton Chicago/ Oak Lawn
edailey@greenwoodhospitality.com
313-253-4344

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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