Holiday Inn Chicago Matteson Conference Center, an IHG Hotel

Bad customer service. The room didn’t have stock towels. I had to go to the front desk to get extra towels. The Front Desk employee ( Ashley) could’ve been more pleasant with explaining the non corporate card policy. Corporate Holiday Inns has more card options. I had to use my business card to cover the refundable deposit and then got into the room and there were only a few towels. I can feel a difference in environment and service with new leadership. I had maintenance issue and the cleaning service work in the afternoon which is an inconvenience if there is an emergency in the morning. I recommend better service and emergency on call services for maintenance issues. I had better experiences at this location in the past and wonderful stays at other locations. This incident was worth sharing some much needed feedback.

Overpriced for starters. Doors aren’t secure, so anyone can walk into the building, day or night. Bar Louie staff were rancid. Coffee maker in room didn’t work, front desk staff couldn’t have cared less. This hotel is old, run down, and needs a major leadership overhaul. Highly do not recommend!

This has to be the worst Holiday Inn in existence! I have been an IHG member for over 10 years and have stayed at a lot of Holiday Inns. We arrived at this one about 1 30 am and were given a room key. The key did not work so I went back downstairs and asked for another key. They gave me another room and this time the key worked. As it is now about 2 am we didn't want to have to check out at 11am so we decided to stay another night. I went back downstairs and asked if we could book another night "at the same rate" as our original room. They said ok. We go to the room and it was a very old room which looked like it was from the 80s. Only one of the heaters worked on the HVAC and it took forever for the water to warm. The outside view was of the back of the building power plant. Again as it was 2am we just went to bed. The "free" breakfast was minimal and the staff were not personable. The morning of checkout I went downstairs and no one was at the counter, I waited 15 minutes then put the key in a box labeled "keys" and left as it was a long drive to the airport. A couple of days later I checked my credit card and found that this hotel had charged me for an "upgraded" room which I never asked for. They never sent me an email receipt. When I called the headquarters to inquire, they told me the hotel would not refund the difference between what I was quoted and the price they charged. The management never called me to explain and to this date I have not received an apology or refund. I never asked for an up grade, they switched my room. My advice is to use this hotel at your own risk. It is old, raggedy, deceptive in its' practices and n trouble not worth the time and expense of trying to get your money back. They don't care and know that even if you dispute it, you won't get your money back or be treated fairly. If I could give them a minus I would.