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Reviews of Embassy Suites by Hilton Chicago Naperville

3.5 out of 5
Embassy Suites by Hilton Chicago Naperville
1823 Abriter Court, Naperville, IL

Reviews

8.4

Very good

Rating 10 - Excellent. 559 out of 1003 reviews" "
Rating 8 - Good. 200 out of 1003 reviews" "
Rating 6 - Okay. 117 out of 1003 reviews" "
Rating 4 - Poor. 57 out of 1003 reviews" "
Rating 2 - Terrible. 70 out of 1003 reviews" "

8.6/10

Cleanliness

8.6/10

Staff & service

8.4/10

Amenities

8.6/10

Property conditions & facilities

8.4/10

Eco-friendliness

Reviews

6/10 Okay

Sumitro, Lake Oswego

Disliked: Cleanliness, property conditions & facilities
Surprised at the level of things that were inoperable, maintenance like supplies in the bathrooms etc. that were not maintained for a luxury brand
Response from Customer Care Team on 23 May,2024
Dear guest, We are disappointed to hear that your stay was not up to our high standards, and we sincerely apologize for any discomfort or inconvenience caused. We take upkeep and cleanliness very seriously, and our staff generally does a great job when it comes to maintaining our guest room features and preparing the rooms for upcoming guests, so it's regrettable to read we missed the mark here. Guest comfort and satisfaction are our top priorities, and we assure you that we have shared your comments about maintenance and bathroom supplies with the relevant teams to ensure we improve our processes and take immediate steps to address any areas that require attention. For future reference, please know that our front desk is always available to resolve any issues/concerns promptly, so kindly do not hesitate to contact our team if you encounter any challenges during your stay. We are here to make your stay as comfortable and enjoyable as possible. We hope you'll give us another chance to serve you better and provide you with a top-notch stay that aligns with the quality and standard expected of our brand. Thank you for allowing us to serve you during your travels. We appreciate your business and your feedback.Warm regards,Guest Experience TeamEmbassy Suites Naperville

10/10 Excellent

Vyacheslav

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 3 nights in May 2024
Response from Customer Care Team on 22 May,2024
Dear Guest,We appreciate the awesome feedback that you provided. It's great to be on the receiving end of such a wonderful rating and we hope you had an exceptional stay with us. Do let us know if you have any suggestions on how we can make things even better for our guests. We look forward to your next visit! Best Regards,Customer Care Team

10/10 Excellent

Pawan Kumar S

Travelled with family and small children
Excellent
Stayed 3 nights in May 2024
Response from Customer Care Team on 22 May,2024
Pawan, We are thrilled you had an excellent stay at Embassy Suites Naperville - thanks so much for sharing your 5-star experience with us and future guests! We strive to exceed our guests' expectations, and it sounds like we have done so for you. It was a pleasure to host you, and we can't wait to host you again and provide another outstanding experience. Thank you for choosing us. Safe travels!Warm regards,Guest Experience TeamEmbassy Suites Naperville

10/10 Excellent

Nataliya

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Ok
Stayed 3 nights in May 2024
Response from Customer Care Team on 22 May,2024
Thank you for the 5-star review, Nataliya! We appreciate you chose Embassy Suites Naperville for your lodging needs on this journey and hope your stay was pleasant and comfortable. It was a pleasure to host you, and we look forward to welcoming you again when your travels bring you back to the area. Thank you for staying with us on this journey. Have a safe trip!Warm regards,Guest Experience TeamEmbassy Suites Naperville

2/10 Terrible

Hulya

Disliked: Cleanliness, staff & service, property conditions & facilities
There was blood on the toilet when we checked in. Also, there was trash left in the room.
Stayed 2 nights in May 2024
Response from Customer Care Team on 22 May,2024
Hi Hulya, We are very sorry and disappointed to read about the issues that marred your stay with us. Providing a clean and comfortable environment is our top priority, and we regret that we fell short of delivering that during your visit. Please know that our friendly and helpful front desk team is always available to resolve such issues promptly and make your stay as comfortable as possible. If there are any issues with the assigned room, we are happy to provide a new room if we are alerted to any shortcomings you encounter in your room upon check-in. Nonetheless, we thank you for bringing this matter to our attention, and we assure you that we will address this with our housekeeping team to ensure our standards of cleanliness are maintained at all times. We apologize for any discomfort or inconvenience you faced and sincerely hope you'll give us another chance to share a more pleasant experience on a future visit. Thank you for staying with us on this journey. We are grateful for the opportunity to serve you.Warm regards,Guest Experience TeamEmbassy Suites Naperville

10/10 Excellent

Olga

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Delighted and surprised by size of this room! Its big and very comfortable. They also had an excellent breakfast option.
Stayed 3 nights in May 2024
Response from Customer Care Team on 22 May,2024
Thank you so much for your kind words, Olga! Your positive comments about our accommodations and amenities brighten our day and motivate us to keep striving for excellence in everything we do and offer at Embassy Suites Naperville. It brings us great joy to read you were delighted and pleasantly surprised by the room size, and we are happy to hear you found your room spacious and comfortable. We are also pleased to learn our culinary offerings hit the spot, and it's gratifying to know you appreciated our breakfast option. Your satisfaction is what drives us, and we'll continue working hard to make every interaction with us enjoyable and memorable. Thank you for staying with us on this journey. We hope to see you again soon. Safe travels!Warm regards,Guest Experience TeamEmbassy Suites Naperville

10/10 Excellent

Julie

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great hotel, everything was wonderful!
Stayed 1 night in May 2024
Response from Customer Care Team on 21 May,2024
Julie, we are delighted to hear you had a wonderful experience and loved every aspect of what we offer at Embassy Suites Naperville - thanks so much for your kind words and support! Reviews like yours are what keep us going the extra mile to deliver our best and provide 100% value and quality services at all times. We hope to have the pleasure of hosting you again and look forward to exceeding your expectations each time you choose us. Thank you for staying with us on this journey. We are honored to have you as a guest recently. Safe travels!Warm regards,Guest Experience TeamEmbassy Suites Naperville

10/10 Excellent

Benjamin

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Over all was a great stay. Breakfast included, happy hour drinks included, even met the owner who was very nice and polite. Bathrooms could use a deep clean scrubbing but not bad.
Stayed 2 nights in May 2024
Response from Customer Care Team on 21 May,2024
Thank you for staying with us at Embassy Suites Naperville and providing valuable insights into your stay, Benjamin! We strive to deliver memorable experiences for our guests, and we are thrilled to hear you had a great stay overall. It's a pleasure to read you appreciated the included breakfast and the happy hour drinks, and we thank you for your kind words about our property owner. At our hotel, we always welcome constructive feedback, as it allows us to continuously improve our services and facilities for the satisfaction and enjoyment of our valued guests. We have shared your feedback about the bathrooms with our housekeeping department to ensure our standards of cleanliness are maintained at all times and immediate steps are taken to address any areas that require attention. We trust that everything else was to your satisfaction, and we look forward to hosting you again and hope to delight you with an even better stay during your next trip to the area. Thank you for making us your hotel of choice on this journey. We are grateful for the opportunity to serve you. Safe travels!Warm regards,Guest Experience TeamEmbassy Suites Naperville

10/10 Excellent

Ramiro

Liked: Property conditions & facilities
Nice and clean rooms clean carpet clean. Nice and quiet
Stayed 1 night in May 2024
Response from Customer Care Team on 22 May,2024
Many thanks for the 5-star review, Ramiro! We are delighted to hear you had a positive experience at Embassy Suites Naperville and found our rooms and carpets clean and the property quiet. We strive to create a pleasant and tranquil environment for our guests' comfort and satisfaction, and we are so pleased we achieved said task with you. It was a pleasure to host you, and we look forward to welcoming you back soon for another peaceful and enjoyable experience. Thank you for choosing us. Safe travels!Warm regards,Guest Experience TeamEmbassy Suites Naperville

8/10 Good

Mark

Travelled with family
Liked: Cleanliness, staff & service, amenities
The bed was not good.
Stayed 1 night in May 2024
Response from Customer Care Team on 22 May,2024
Hi Mark,Thanks you for choosing to stay with us. While we are pleased to see that you enjoyed your stay with us overall, we're really sorry to hear about your experience with the bed. Your comfort means the world to us, and we're dedicated to making sure your next stay is fantastic. If there’s anything we can do to help you enjoy your time with us more, just let us know. Can't wait to welcome you back to Embassy Suites Naperville!Warm regards,Guest Experience TeamEmbassy Suites Naperville

10/10 Excellent

Syed

Liked: Cleanliness, staff & service, property conditions & facilities
Need to improve pillow quality
Stayed 2 nights in May 2024
Response from Customer Care Team on 13 May,2024
Dear Syed, Thank you for choosing to stay with us at Embassy Suites Naperville and taking the time to rate your experience with five stars. We are grateful for your business and your generosity with the rating. We hope your stay was pleasant and you had easy access to everything you needed. We strive to ensure your satisfaction with all aspects of your stay and apologize that our pillows fell short of your expectations. We have noted your suggestion for improvement and will use this insight to facilitate superior guest experiences moving forward. We trust that everything else was to your satisfaction, and we look forward to having you back soon and hope to delight you with an even better stay during your next trip to the area. Safe travels!Warm regards,Guest Experience TeamEmbassy Suites Naperville

10/10 Excellent

Jose

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Beautiful hotel! Good hub for things to do near by!
Stayed 1 night in May 2024
Response from Customer Care Team on 13 May,2024
Thank you so much for the 5 out of 5 rating, Jose! It's wonderful to read about your perception of our hotel, and we are delighted to hear you found our property beautiful and a convenient spot for things to do in the area. Located in Naperville's Freedom Plaza, we are close to many restaurants and bars, and we hope you enjoyed exploring the local attractions and activities from our great location. We appreciate you making Embassy Suites Naperville your hotel of choice on this journey and can't wait to have you back soon for another exceptional experience. Thanks again for your stay and your feedback. Safe travels!Warm regards,Guest Experience TeamEmbassy Suites Naperville

4/10 Poor

Rich

Travelled with family
Liked: Amenities
Disliked: Cleanliness, property conditions & facilities
The hotel is very dated and needs to be renovated.
Stayed 4 nights in May 2024
Response from Customer Care Team on 8 May,2024
Thank you for your review, Rich! We appreciate that you have taken the time to let us know how you perceived our accommodation and regret to hear that you did not experience the usual level of satisfaction that other guests have with their stays with us. We are committed to making every possible effort to exceed our guests' expectations of quality accommodations, and we regret that we failed to meet your expectations in this instance. We thank you for sharing your suggestion for improvement and have shared your feedback with our dedicated management team for review and future consideration. We understand the importance of maintaining a fresh look and feel for our property and take your input seriously. We hope you will give us another chance to delight you so we can showcase the improvements made based on your feedback and share a more enjoyable experience on a future stay. Safe travels!Warm regards,Guest Experience TeamEmbassy Suites Naperville

8/10 Good

Luis

Liked: Cleanliness, property conditions & facilities
Stayed 2 nights in May 2024
Response from Customer Care Team on 8 May,2024
Dear Luis, We are grateful that you have taken a moment to review your experience at Embassy Suites Naperville, and we appreciate you awarding us a positive rating - thank you! We hope your stay was comfortable and you had easy access to everything you needed. Your satisfaction is important to us, and we're happy we met your expectations on this visit. If there's anything specific you'd like to see more of or areas where you feel we could improve to make your next stay even more enjoyable, please don't hesitate to let us know. We hope to have the pleasure of hosting you again and look forward to sharing a 5-star experience with you on your next visit. Thank you for making us your hotel of choice on this journey. Safe travels!Warm regards,Guest Experience TeamEmbassy Suites Naperville

8/10 Good

Kathleen

Travelled with family
Liked: Cleanliness, staff & service, amenities
Room lay-out is great. Breakfast was good. Couch needed to be cleaned.
Stayed 1 night in Apr 2024
Response from Customer Care Team on 6 May,2024
Dear Kathleen, Thank you for choosing to stay with us at Embassy Suites Naperville and giving us a positive rating. We are grateful for your valuable insights and are happy to hear you appreciated the room's layout and our breakfast offering. We hope your stay was relaxing and you had easy access to everything you needed. We appreciate you informing us about the couch and have shared your feedback with our housekeeping team to ensure the issue you've highlighted is rectified promptly. We trust that the positives of your visit outweighed any downsides, and we look forward to having you back soon and hope to delight you with an even better stay during your next trip to the area. Safe travels!Warm regards,Guest Experience TeamEmbassy Suites Naperville

10/10 Excellent

Charles

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great service, clean throughout. Parking was a challenge but it was weddings going on …
Stayed 2 nights in Apr 2024
Response from Customer Care Team on 6 May,2024
Dear Charles, We are always pleased to receive feedback from our guests in relation to their stays at Embassy Suites Naperville, and we are delighted to know you had a 5-star experience at our hotel - thank you so much for supporting our product/service and for your generosity with the rating! Providing clean accommodations and top-notch service is always our goal, and we are so glad we hit the mark for you. We apologize for the parking situation that caused you some inconvenience. We provide complimentary on-site parking facilities for our guests' convenience and try our best to accommodate all our guests for this facility. Parking is generally not an issue for our guests, and there is usually enough space for our guests to find a self-parking. However, there may be days when our lot becomes full, especially during busy times such as weddings, but we assure you that such occasions are rare. We are grateful for your patience and understanding and hope this aspect of your visit did not take away from the overall experience too much. We trust that the positives of your visit outweighed any downsides, and we look forward to welcoming you again when you return to Naperville. Thank you for choosing to stay with us on this journey. Safe travels!Warm regards,Guest Experience TeamEmbassy Suites Naperville

10/10 Excellent

Walter

Liked: Cleanliness, staff & service, property conditions & facilities
Great breakfast, and very nice property.
Stayed 2 nights in Apr 2024
Response from Customer Care Team on 6 May,2024
Many thanks for the 5 out of 5 rating, Walter! We are grateful for the opportunity to serve you during your travels and are thrilled to learn you had a positive experience at our hotel. We strive to exceed our guests' expectations of quality accommodations and amenities, and it's most rewarding to hear we have done so for you. We are delighted to read you liked our property, and it's great to know our culinary offerings hit the spot. It was a pleasure to host you, and we eagerly await your next visit and the chance to exceed your expectations again. Thank you for making Embassy Suites Naperville your hotel of choice on this journey. We hope to see you again soon. Safe travels!Warm regards,Guest Experience TeamEmbassy Suites Naperville

8/10 Good

Beandy

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Apr 2024
Response from Customer Care Team on 6 May,2024
Dear guest, Thank you for choosing Embassy Suites Naperville for your recent stay and giving us a positive review. We hope your stay was comfortable and you had easy access to everything you needed. Your satisfaction is important to us, and we're glad we met your expectations on this visit. If there's anything specific you'd like to see more of or areas where you feel we could improve to elevate your stay in the future, we'd love to hear your thoughts. We hope to have the pleasure of hosting you again and look forward to sharing a 5-star experience with you on your next visit. Safe travels!Warm regards,Guest Experience TeamEmbassy Suites Naperville

4/10 Poor

Amanda

Liked: Staff & service, property conditions & facilities
Disliked: Cleanliness
Stayed 1 night in Apr 2024
Response from Customer Care Team on 2 May,2024
Hi Amanda, We regret to learn that your recent visit did not meet your expectations, as reflected in your rating of our hotel. We aim to exceed our guests' expectations in each instance and take poor experiences seriously here. We would appreciate any feedback you could provide to improve, as that would allow us to take corrective measures for your future visits. We hope to have a chance to redeem ourselves with you and restore your faith in our hotel and hospitality. Thank you for staying with us on this journey and taking the time to review us. We are grateful for both.Warm regards,Guest Experience TeamEmbassy Suites Naperville

8/10 Good

Jonathan David

Business traveller
Liked: Cleanliness, staff & service
N/A
Stayed 1 night in Apr 2024
Response from Customer Care Team on 1 May,2024
Dear Jonathan, We are grateful that you have taken a moment to review your experience at Embassy Suites Naperville, and we appreciate you awarding us a positive rating - thank you! We hope your stay was comfortable and you had easy access to everything you needed. Your satisfaction is important to us, and we're happy we met your expectations on this visit. If there's anything specific you'd like to see more of or areas where you feel we could improve to make your next stay even more enjoyable, please don't hesitate to let us know. We hope to have the pleasure of hosting you again and look forward to sharing a 5-star experience with you on your next visit. Thank you for making us your hotel of choice on this journey. Safe travels!Warm regards,Guest Experience TeamEmbassy Suites Naperville

10/10 Excellent

Tiffany

Stayed 3 nights in Apr 2024
Response from Customer Care Team on 21 May,2024
Dear Tiffany, thank you for your wonderful review. We are so glad that you enjoyed your stay with us. We sincerely hope that you will come back to stay with us soon again next time you are in the area.Warm regards,Guest Experience TeamEmbassy Suites Naperville

6/10 Okay

Pamela

Stayed 3 nights in Apr 2024
Response from Customer Care Team on 21 May,2024
Dear Guest, thank you for taking the time to rate your recent stay at our hotel. While it is good to hear that you had a reasonable stay, we are sorry for the issues that you encountered that marred your time with us. Please know that we will be looking into this. We appreciate your feedback and we hope to remain your hotel of choice in this area, and to give you a better stay on a future visit. Warm regards,Guest Experience TeamEmbassy Suites Naperville

10/10 Excellent

Leslie

Business traveller, Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Always stay here when in town.
Stayed 1 night in Mar 2024
Response from Arini Cerbone - Front Office Manager on 27 Apr,2024
Thank you so much for taking your time to write us the review. We're thrilled to hear that you enjoyed your experience with us. It means a lot to us. We look forward to welcoming you back soon!

10/10 Excellent

Lori

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Dec 2023
Response from Arini Cerbone - Front Office Manager on 27 Apr,2024
Thank you so much for takin the time to leave us a review. It means a lot to us. We are looking forward to welcoming you back soon.

10/10 Excellent

Julie

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Spacious room, breakfast was delicious. Definatley will stay again.
Stayed 1 night in Mar 2024
Response from Customer Care Team on 30 Apr,2024
Dear Julie, Many thanks for taking the time out of your busy schedule to write a glowing review of your recent stay at Embassy Suites Naperville. We are grateful to have you as a guest recently and sincerely appreciate your kind words and support. We are happy to hear you enjoyed the spacious room, and it's a pleasure to read that our culinary offerings hit the spot! We strive to exceed our guests' expectations of quality accommodations/amenities, and we are so pleased we achieved said task with you. Knowing that you intend to stay with us again is our biggest compliment, and we can't wait to have you back soon for another 5-star experience. Thank you for choosing us. Safe travels!Warm regards,Guest Experience TeamEmbassy Suites Naperville

2/10 Terrible

Joe, Hammond

Stayed 2 nights in Apr 2024
Response from Guest Experience Team on 13 May,2024
Dear Joe, We are disappointed if one of our guests leaves with less than first rate experience. Our aim is to provide a clean, comfortable and pleasant place to stay. We sincerely apologize that our hospitality and attention to details left something to be desired, this is very unlike us. Thank you for sharing your feedback. Please feel free to connect if there is anything we can do to help. Warm regards,Guest Experience TeamEmbassy Suites Naperville

6/10 Okay

MariaKatrina

Liked: Cleanliness
Stayed 1 night in Apr 2024
Response from Customer Care Team on 23 Apr,2024
Dear guest, Thank you for your review. We strive to deliver a great guest experience and are disappointed that your recent visit did not fully meet your expectations, as reflected in your rating of our hotel. Our primary goal is always to exceed our guests' expectations, so we would like to know more about how we may improve our product/service to ensure a superior experience for you and other guests in the future. We hope to have an opportunity to host you again and share a more positive experience on a future visit. Thank you for staying with us on this journey. We appreciate it.Warm regards,Guest Experience TeamEmbassy Suites Naperville

6/10 Okay

Leigh

Stayed 1 night in Apr 2024
Response from Customer Care Team on 8 May,2024
Dear Guest, we are always anxious to get feedback from our guests in relation to their stays with us, so we very much appreciate your rating, thank you. Whilst we are pleased that you had a reasonable stay here, we aim to exceed all of our guests’ expectations, and we are disappointed that we did not exceed yours. We sincerely hope you will give us another opportunity to host you. Thanks again.Best Regards,Customer Care Team

10/10 Excellent

Kelly

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Feb 2024
Response from Customer Care Team on 17 Apr,2024
Dear Guest,We appreciate the awesome feedback that you provided. It's great to be on the receiving end of such a wonderful rating and we hope you had an exceptional stay with us. Do let us know if you have any suggestions on how we can make things even better for our guests. We look forward to your next visit! Best Regards,Customer Care Team

10/10 Excellent

Adam

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The staff is always so courteous, professional and helpful within a wonderful facility
Stayed 2 nights in Apr 2024
Response from Customer Care Team on 16 Apr,2024
Adam, It's a pleasure to read your positive comments about your recent stay at Embassy Suites Naperville - thanks so much for your kind words and support! We are committed to making every possible effort to provide high-quality accommodations to our guests, and our dedicated team works very hard to ensure memorable experiences for our valued customers, so your endorsement of our staff and accommodations is gratifying. Thank you for recognizing our staff for their professional, courteous, and helpful service. Our team is delighted to receive your compliments. We are thrilled that we succeeded in providing a great guest experience at our hotel, and we can't wait to have you back soon for another rewarding stay. Enjoy your travels, and thank you for choosing us!Warm regards,Guest Experience TeamEmbassy Suites Naperville

10/10 Excellent

Scott

Stayed 4 nights in Apr 2024
Response from Customer Care Team on 6 May,2024
Thank you for making Embassy Suites Naperville your hotel of choice on this journey, Scott! It's always great to be at the receiving end of a perfect score, and we hope you had an exceptional stay with us. It was a pleasure to host you, and we eagerly await your next visit and the chance to exceed your expectations again. Thanks again for your stay and your fabulous rating. Safe travels!Warm regards,Guest Experience TeamEmbassy Suites Naperville

8/10 Good

Jennifer

Travelled with family
Liked: Cleanliness, staff & service, amenities
We really liked this hotel but when we returned late at night, the only parking available was in the back of the building and my daughter and I did not feel safe walking around the building from there so we opted to park in another lot.
Stayed 1 night in Apr 2024
Response from Guest Experience Team on 13 May,2024
Dear Jennifer, Thank you for staying at Embassy Suites Naperville and leaving us a positive rating. We are happy to hear that you liked our accommodation, and we hope your stay was relaxing and you had a good night's sleep at our property. We strive to ensure a safe parking experience for all our guests and appreciate you voicing your insecurities about the parking space in the back of the hotel building. Safety and security are our top priorities, and we do not take your concerns lightly. Please know that the relevant team has been alerted to your comments so they can look into the matter and consider ways to ensure a more comfortable experience for our guests in relation to parking. We are glad to hear you found parking in another lot, and we assure you that we will review the existing security procedures and policies we have in place for car parking and use this insight to improve our facilities and services. For future travels, please don't hesitate to contact our front desk team, who will be more than happy to provide their assistance with parking arrangements to ensure your peace of mind. Thank you for your valuable feedback. We are grateful for your understanding and hope to have another opportunity to welcome you and your daughter back for a more enjoyable stay. Safe travels!Warm regards,Guest Experience TeamEmbassy Suites Naperville

10/10 Excellent

Christopher

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Feb 2024
Response from Customer Care Team on 15 Apr,2024
Dear Christopher, Thank you for making Embassy Suites Naperville your hotel of choice on this journey. We are grateful you took the time out of your busy schedule to rate us and sincerely appreciate you awarding us a 5/5 rating. Your satisfaction is our top priority, and we are pleased we could ensure that during this visit. We hope to welcome you back soon and look forward to exceeding your expectations again. Thank you for choosing to stay with us. Safe travels!Warm regards,Guest Experience TeamEmbassy Suites Naperville

10/10 Excellent

Henry

Travelled with partner
Liked: Cleanliness, staff & service
Great hotel and location. Will definitely return!!
Stayed 1 night in Apr 2024
Response from Arini Cerbone - Operations Supervisor on 13 Apr,2024
Dear Henry, Thank you so much for your review! We're thrilled to hear that you had great experience at our hotel. It's always pleasured to know our guest had a memorable stay with us. We look forward to welcoming you back to another enjoyable stay in the future.Best regards,

10/10 Excellent

Jasmine

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Disliked: Amenities
Basic
Stayed 1 night in Mar 2024
Response from Customer Care Team on 11 Apr,2024
Dear Jasmine, Many thanks for leaving us with a positive review of our hotel. We appreciate you taking the time to rate us with five stars and hope your stay at Embassy Suites Naperville was comfortable and you had easy access to everything you needed. We strive to exceed our guests' expectations, so please don't hesitate to let us know if there's anything specific you'd like to see more of or areas where you feel we could improve to elevate your stay in the future. We hope to have the opportunity to welcome you again when your travels bring you back to Naperville. Thank you for staying with us on this journey. Have a safe trip!Warm regards,Guest Experience TeamEmbassy Suites Naperville

8/10 Good

Nathaniel

Stayed 1 night in Apr 2024
Response from Customer Care Team on 30 Apr,2024
Dear Guest,We appreciate the awesome feedback that you provided. It's great to be on the receiving end of such a wonderful rating and we hope you had an exceptional stay with us. Do let us know if you have any suggestions on how we can make things even better for our guests. We look forward to your next visit! Best Regards,Customer Care Team

4/10 Poor

Lakesha, Rockford

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Staff were very friendly.
Stayed 1 night in Mar 2024
Response from Customer Care Team on 10 Apr,2024
Dear Lakesha, Thank you for staying at Embassy Suites Naperville and taking the time out of your busy schedule to review us. We value your feedback and your gracious remark about our staff. We strive to deliver a great guest experience, but it appears from your rating of our hotel that your time with us did not meet your expectations. We apologize for any disappointment with the accommodation, and we would like to know more about how we can make your next stay with us enjoyable. We are committed to your comfort and satisfaction and hope to have another opportunity to host you more successfully in the future. Thank you for your business and your review. We sincerely appreciate both.Warm regards,Guest Experience TeamEmbassy Suites Naperville

10/10 Excellent

FREDERICO

Liked: Cleanliness
Stayed 2 nights in Mar 2024
Response from Customer Care Team on 10 Apr,2024
Thank you for your recent stay and for awarding us a perfect 5/5 rating, Frederico! It was a pleasure to host you at Embassy Suites Naperville, and we hope everything was in order and you had easy access to your essentials. We can't wait to have you back with us soon and provide another memorable experience. Thank you for choosing us. Safe travels!Warm regards,Guest Experience TeamEmbassy Suites Naperville

10/10 Excellent

Porsha

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Apr 2024
Response from Customer Care Team on 10 Apr,2024
Many thanks for the 5-star review, Porsha! We are incredibly grateful you took the time out of your busy schedule to rate our hotel, and we are delighted that you had a great experience at Embassy Suites Naperville, as reflected in your perfect rating. We strive to ensure that every guest staying with us leaves 100% satisfied, and we are thrilled that we achieved said task with you. It was a pleasure to host you, and we can't wait to have you back with us soon. Thank you for choosing us. Safe travels!Warm regards,Guest Experience TeamEmbassy Suites Naperville

10/10 Excellent

LaReina

Travelled with family, Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Staff were nice . Property was clean. Breakfast was great -real eggs for the omelette!!
Stayed 1 night in Apr 2024
Response from Customer Care Team on 8 Apr,2024
Dear LaReina, It is always a pleasure to receive positive feedback from our guests, and we are delighted to read about your 5-star experience at Embassy Suites Naperville - thanks so much for sharing details of your stay with us and others! We strive to exceed our guests' expectations of comfort, cleanliness, service, and quality accommodations/amenities, and it's rewarding to hear that we hit the mark for you. Thank you for endorsing our pleasant staff, clean facilities, and complimentary made-to-order breakfast; it's great to know that you appreciated the real eggs for the omelet so much. Your complete satisfaction is our biggest compliment, and we can't wait to host you again and provide another enjoyable experience. Safe travels!Warm regards,Guest Experience TeamEmbassy Suites Naperville

10/10 Excellent

Kristi

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Staff very friendly, clean rooms, happy hour and breakfast included.
Stayed 1 night in Apr 2024
Response from Customer Care Team on 8 Apr,2024
Dear Kristi, Thank you so much for the glowing review! We always look forward to hearing details from our guests about their stays with us, and we are thrilled to know you had a 5-star experience at Embassy Suites Naperville - thank you for your kind words and gracious rating. We are pleased to read that you appreciated our friendly staff, clean rooms, happy hour, and complimentary breakfast, and we hope your stay was comfortable and you had easy access to everything you needed. We're glad we met your expectations on this trip and look forward to providing another satisfying stay on a future visit. Thank you for making us your hotel of choice on this journey. Safe travels!Warm regards,Guest Experience TeamEmbassy Suites Naperville

6/10 Okay

Thomas

Travelled with family
Liked: Cleanliness
Disliked: Staff & service
We liked the property, however, we found the attitude came up short. The day of the check out, we asked for a couple of bottles of water to be brought up to our room. The front desk informed us in a very strict reply, " there is a charge for this but was going to waive it this time". The bottles never came and we had to leave for our check out time. During our check out at the front desk, the employee took our key cards after she handed our final bill. The employee never asked how our stay was or even a good bye. As we left the front desk, the employee greeted the couple checking out behind us with " Good Morning, How was your stay? " Not a very nice feeling. I don't usually write reviews, but I had to relay this to someone in the organization.
Stayed 2 nights in Mar 2024
Response from Customer Care Team on 8 Apr,2024
Dear Thomas, Thank you for allowing our team to serve you during your travels. We are grateful for your feedback and choice to stay with us on this journey. While we are glad you liked our accommodation, we are very disappointed that you did not experience the wonderful hospitality we are known for. We are committed to providing exceptional service to all our guests and strive to treat all our customers with the utmost respect and hospitality; it's disheartening to learn that our hospitality wasn't up to par, and we are genuinely sorry for the unpleasant experience. We hold ourselves to a much higher caliber of service and assure you that we'll address your concerns with our front desk team and use this experience as a training tool to facilitate superior guest experiences with the necessary intervention for our staff. Once again, we apologize that certain aspects of your stay were not up to our high standards. That said, we assure you this isn't a typical guest experience at our hotel. We hope you'll give us another chance to make amends by hosting you with our signature hospitality. Thank you for your stay and your valuable insights. We sincerely appreciate both.Warm regards,Guest Experience TeamEmbassy Suites Naperville

10/10 Excellent

Tracy

Stayed 3 nights in Mar 2024
Response from Customer Care Team on 25 Apr,2024
Dear Guest,We appreciate the awesome feedback that you provided. It's great to be on the receiving end of such a wonderful rating and we hope you had an exceptional stay with us. Do let us know if you have any suggestions on how we can make things even better for our guests. We look forward to your next visit! Best Regards,Customer Care Team

8/10 Good

Marsha & Tim

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Loved our stay! Only negative- no to go cups for coffee downstairs in dining area.
Stayed 2 nights in Apr 2024
Response from Arini Cerbone - Operations Supervisor on 6 Apr,2024
Hi Marsha, Thank you so much for taking time to review your recent stay with us and I am glad that you enjoyed your stay, and we look forward to seeing you in the future.

10/10 Excellent

Yessenia

Stayed 2 nights in Mar 2024
Response from Customer Care Team on 23 Apr,2024
Dear Guest,We appreciate the awesome feedback that you provided. It's great to be on the receiving end of such a wonderful rating and we hope you had an exceptional stay with us. Do let us know if you have any suggestions on how we can make things even better for our guests. We look forward to your next visit! Best Regards,Customer Care Team

4/10 Poor

Nicole

Travelled with family
Disliked: Staff & service, property conditions & facilities
I have been staying at this location off and on for the past 6 yrs. and have never experienced an issue. That all changed on Fri, Mar.29, 2024. I booked the weekend and was due to checkout on Sun. When I arrived that night I found they gave my paid room away, which left me with no opportunity to cancel or get a refund. I had to accept a king suite. I was told this was my fault for checking in late and for reserving through Expedia! I ended up having to make a reservation at another location for the weekend for part of my family, which was a huge inconvenience. I tried meeting with the manager on 3 different occasions to no avail. I reached out to her twice via email to no avail. Nothing at all was done to correct this mistake and all I received was an attitude and no accountability from the employees there. Honestly, the only positive thing happened at checkout. I met Ms.Ashley a little too late. She was very pleasant. She wasn't made aware of my issue. After telling her what happened she apologized and didn't play a blame game, nor tried to deflect. It was a little too late though. There was no reason I should have had to pay double to accommodate my family. The Embassy did offer to reserve another room for me, but wanted to charge my card they had on file. That was suggested by one of the agents, Paige. She listened to my complaint with a smile and after I left she complained to another coworker, who in turn called me with an attitude...still haven't heard from management
Stayed 2 nights in Mar 2024
Response from Arini Cerbone - Operations Supervisor on 6 Apr,2024
Hi Nicole, Thank you so much for taking the time review your recent stay with us! I am very sorry for the inconvenience. I will be sharing your comment with the team to ensure corrective measures are taken.

2/10 Terrible

Sherrelle

Liked: Property conditions & facilities
Disliked: Cleanliness, staff & service, amenities
I stayed recently and never got my room clean my entire 3 day stay when ask the front desk to let them know I was told housekeeping where gone for the day housekeeper where told to clean the room And it was not done
Stayed 3 nights in Mar 2024
Response from Customer Care Team on 4 Apr,2024
Dear Sherrelle, Thank you for your stay and your review. We are committed to providing a high level of service to every guest, and it's regrettable to learn that we fell short in this instance. Our housekeeping policy is to provide a thorough cleaning of rooms between guests and scheduled cleanings during longer stays. However, we understand the frustration of not having your room cleaned despite requesting it, and we sincerely apologize for any inconvenience this may have caused. We thank you for bringing this matter to our attention and assure you that we will address this with our housekeeping team to ensure such lapses in service do not occur in the future. Thank you for your valuable feedback. We sincerely hope you'll give us another chance to make amends and share a more comfortable and enjoyable experience. Safe travels!Warm regards,Guest Experience TeamEmbassy Suites Naperville

8/10 Good

Linda

Stayed 1 night in Mar 2024
Response from Customer Care Team on 22 Apr,2024
Dear Linda, Thank you for reviewing your stay at Embassy Suites Naperville. We appreciate you taking the time to rate us and are pleased to learn you had a positive overall experience at our hotel, as reflected in your rating. We hope your stay was comfortable and you had easy access to everything you needed. Your satisfaction is important to us, and we're glad we met your expectations on this visit. If there's anything specific you'd like to see more of or areas where you feel we could improve to elevate your stay in the future, we'd love to hear your thoughts. We hope to have the pleasure of hosting you again and look forward to sharing a 5-star experience with you on your next visit. Thank you for choosing us. Safe travels!Warm regards,Guest Experience TeamEmbassy Suites Naperville

6/10 Okay

Michelle

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The property was great and clean. The only thing I could complain about it booking a 2 queen suite for me and my 4 kids, and ending up in a king room, where we had to cram everyone into the bed and small sofa sleeper, which ended up being uncomfortable for my 2 teens that got stuck on it the entire time. I purposely book rooms with 2 beds and a couch so this doesnt happen. If I had known this, I wouldve opted for the cheaper stay nearby, with ample bed space and the proper room that I booked. Aside from that big blunder, the rooms are nice and clean, staff is very kind, and there are tons of earing options literally 1min from the hotel.
Stayed 2 nights in Mar 2024
Response from Customer Care Team on 2 Apr,2024
Thank you for allowing us to serve you during your travels, Michelle! We are grateful you took the time out of your busy schedule to write a review on our hotel, and we appreciate your honest feedback. We regret to hear that you did not receive the room type you were looking for, and we sincerely apologize for the discomfort your teens experienced due to this issue. In the future, we recommend you book directly through the hotel's brand website or call the hotel directly to guarantee a particular room type. When booking on third-party channels, room types are never guaranteed. You only get to make a preference, and that is subject to hotel availability after direct bookings are assigned their guaranteed room types. Despite this, we are happy to know that you had a positive overall impression of our accommodations, staff, and cleanliness standards, and we are glad that our proximity to many restaurants was a highlight of your stay. We hope you enjoyed exploring the local eateries from our convenient location. Thank you for your stay and your gracious feedback. We appreciate your understanding and hope to have another opportunity to delight you and your family with a more comfortable experience. Have a safe trip, and thank you for choosing Embassy Suites Naperville!Warm regards,Guest Experience TeamEmbassy Suites Naperville

10/10 Excellent

Daniel

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Everything is really good the staff excellent, breakfast really good In general, very satisfied with an excellent professional, all the employees highly recommended
Stayed 3 nights in Mar 2024
Response from Customer Care Team on 1 Apr,2024
Wow, Daniel, what a delightful review to read - it made our day! At Embassy Suites Naperville, we place great significance on your satisfaction with all elements of your stay, and we are thrilled that we hit the mark for you. From our made-to-order breakfast to our professional staff, we are happy you loved every aspect of our product/service. Thank you for recommending our hotel in Naperville to prospective guests. Your complete satisfaction lets us know we're on the right track, and we eagerly await your next visit and the chance to delight you again. Safe travels!Warm regards,Guest Experience TeamEmbassy Suites Naperville