Best Western Des Plaines Inn

We booked our room on the BEST WESTERN WEBSITE well in advance. Upon arrival we were told our reservation was cancelled and we'd have to pay a higher rate. She said since we'd booked through a third party website (again, their own company's website?) we would have to call BW customer service ourselves to sort out the problem. After waiting on hold, BW customer service couldn't understand why our room was cancelled. They called the hotel directly to confirm our rate. However, the desk agent demanded they fax proof. We then had to stand there while she waited for the fax to arrive. She told us she couldn't check us in until she received it. It took almost an hour to check into the hotel. We were polite and said we understood that she didn't cause the problem. However, she did absolutely nothing to help us either. It was a stressful experience. We were tired and had an extremely early flight the next morning. It was fortunate that they had an extra room and we didn't have to scramble at the last minute to find another hotel with park-and-fly. The room itself was adequate. However, we had more stress and an extended wait again the next morning. We'd reserved the shuttle ahead of time, but had to wait 30 minutes for two other groups who'd booked the shuttle at a later time. We understand the hotel wants to be efficient, but wish they'd have given us a later time or split the difference and asked the other group to show up 15 minutes earlier. As it turned out, one of the groups was late so we had to wait 45 minutes. The shuttle was a run-down minivan. There wasn't room for all the suitcases in the back and with all the people and luggage, we were packed in like sardines. When we called the shuttle upon our return to Chicago, we were told that they'd just been to the airport to pick someone up 15 minutes earlier and we were the only 2 waiting for the shuttle. We've not stayed in a BW for many years and it will be many more years until we stay at one again. I'd give them a ZERO out of 5 stars for customer service if I could. less

Stayed here for one night after arriving at O'Hare in the evening before starting Route 66 the next day. The 'Airport Shuttle' they advertised was a taxi that I had to call from the airport after getting the number off the hotel - took a while to arrive too. The shuttle back, in the morning was a minibus and was fine. The staff were pleasant enough and the room ok with a comfortable bed. Lots of coming and going on the corridors, through the night so quite noisy. Overall decor was rather worn and needed an update. Breakfast was okay with waffle maker and usual juices, yoghurts and pastries. Area not great outside. The hotel did the job we needed but wouldn't go back there unless modernised. Two and a half stars really. less

I booked 1 room through Hotels.com. My credit card bill showed charges for 2 rooms. When I called the hotel, they said that Hotels.com reserved 2 rooms (for the same night) and that I was a "no show" for the 2nd room. How could I be a no show? I was there - the desk attendant should have said "You have 2 reservations for tonight. Do you want to check in to your 2nd reservation as well?" Then I could have said, "Oh, I shouldn't have 2 reservations; that's a mistake by Hotels.com. Please cancel the 2nd reservation." Instead, the hotel said nothing at check-in, then they later refused to refund the charge, claimed that it was the fault of Hotels.com, and refused to do anything else to resolve the situation. less

Pros: Availability when other O’Hare properties are booked, free shuttle to/from O’Hare. Decent bed. Friendly service. Cons: Worn, dated and not as clean as it could be. Shuttle is beat up and grungy. less

My kids and I stayed here before our flight to Cancun. Room was clean, and staff was polite. The price was right, and would return in the future. It was our second stay here. Shuttle was prompt leaving, upon pick up the wait was a little long.. but that’s to be expected in Chicago. We had McDonald’s while we waited, so all worked out ok! less