Sheraton Lisle Naperville Hotel

Exceptional

10.0

Great experience. Sergio in the 8th floor was extremely helpful and kind kid. He was very professional and very attentive. He provided the best support by answering all my questions. Happy to have people like sergio who go an extra mile to keep guests lime me happy.

this is a 1-2 star hotel not 4.

2.0

Booked three rooms as a part of a wedding room block. 1 room smelled so badly of mold/mildew we asked to be moved. Hotel at capacity so no luck. They sprayed deodorizer all over but the smell came back a few hours later. No compensation offered on the smelly room (we didn't ask for any either) We needed to be there because of a wedding so we spent as little time in the room as we could manage. No AC in hallways so very hot. Overall very poorly maintained and everything is worn out. This is not even close to a 4 star hotel.

For the most part, good but middle of a 6 day stay, things got ugly

6.0

We stayed here from 6/30 to 7/6 because of a religious function organized by our group about 15 minutes by car. The first half of the trip besides the heat wave, the service was exceptional, but towards the second part, this is where more of the negative comes in. I was travelling with my parents - My father a volunteer priest and my mom one of the volunteers at the venue. Not a bad timing for the 4th of July weekend. Good/Positives: ------------------------- Check-in was done by a friendly lady, very welcoming and knows customer service and often went above and beyond, even greeted us each time we returned from our outings. When we asked for bar soap, because we were used to taking a shower using bar soap, she made sure we got it and it was very prompt and quick. We were in room 420, room was very spotless, and very large. I would have liked a walk-in shower (Not an ADA room but a room with a walk-in shower), but the tub wasn't too bad to our liking. Sleep was really comfortable each of the nights, except the fact we ran on probably 4-5 hours (or less) of sleep each night because of the religious function I had to drop my dad and take my mom to later on. Shower had a ton of water pressure. Breakfast buffet which I utilized, while it had the same thing pretty much every day (French toast and scrambled eggs/cheddar cheese and syrup) was hot, fresh and believe it or not high quality, and the server was very polite and conversational making sure we enjoyed our breakfast and had what we needed. Reasonable price for a buffet about $16+tax. A small improvement on the buffet, expand with more items and even an al-a-carte menu if possible. Bad/Negatives ------------------------ This is where the customer service at the front desk took a turn half way into our stay. We understand there may be communication barriers, and yes, part of me acknowledges some of it was my fault for one day not informing the front desk (the schedule is hectic and we can get thrown off on track - We are human). Housekeeping knocked at my door. However, I was not ready and mentioned I needed an hour, but later when we found it was not done, that's where I got livid and the way they communicated to my mom about the housekeeping gone for the day was often very rude (Not by the same lady who checked us in, by another lady, which on another day, she warmed up to me and my dad when we communicated what was needed). They mentioned it was interpreted as "we did not need service" - No, that is not true, and yes part of this I will take blame on, but the lady who checked us in made notes making sure our room needed cleaning each and every day of our stay. Taz was friendly enough, but what bothered me especially Saturday/Sunday was we asked for 2 bar soaps, but we never got them. I had to follow up and I was patient enough to listen and Taz mentioned it was due to them not having the supply. That was something but honestly, in some cases, what made me upset was that it didn't look like he wanted to help us. I am a Marriott Bonvoy member and I'm used to very good service and when I ask for anything even like basic items, we get it with zero hesitation. I'm not going to pin down Sheraton as bad, but at a Chicago suburb, I was frankly very disappointed and for a 4-star place with 1-star service from the front desk, I was mortified. At the same time, Taz is a bit conversational too, so he did inform housekeeping to get us the laundry bags which were delivered with no problem. Amy at the front desk was also friendly enough, a little bit of humor here and there but helped us when we needed quarters for the laundry. True to the fact on 7/3 and 7/4 the hotel was very crowded because of a convention and the holiday itself., the expectation is basic politeness and customer service. Coffee in the lobby, average at best and Starbucks coffee isn't free, and even then not as good. I would say improve on that and also try to replenish on the supply for stirrers, creamer and sugar maybe a few times a day. However, coffee at the restaurant was nothing short of amazing. Finally, the phone is useless as it can be. There are no numbers to dial the front desk or housekeeping. Come on. The washing machine is also coin based and we are in a time where most people do not carry loose change much anymore, so some upgrades would be appreciated. I would have given 5 stars, but docked a star because of customer service and another one due to amenities/coffee (to an extent) The chances of coming to Chicago/Naperville in the future are low since we are from the West Coast, but should we need to come and stay in Naperville, I would pick Doubletree or another property hoping for better customer service, even when everything else like the room exceeds expectations.

Guest review

7.0

Staff were great, rooms old but clean.

− Updated TV. I feel for the price the TV should be able to stream.

Nice hotel, nice facilities, staff not nice to everyone

10.0

Great location, nice clean room, good amenities.

− Front desk staff was selectively nice to guests. Unfortunately we didn’t get the best treatment, compared to the guests before and after us.

Sheraton Lisle / Naperville

10.0

Multiple nights stays at this property and I have only experienced excellent service from all their employees. In the Sheraton Club, you have Sergio and Alondra who are both ‘top-notch, super friendly, always welcoming and extremely helpful and kind. In the restaurant Elizabeth and Leticia were great, and at ‘reception’ Victoria, Donna, Amy and Jackie ALWAYS go above and beyond! During my most recent 5 night stay I was on floor 7 and the housekeeping staff was also great! I can’t forget Aaron in Engineering for his assistance too. Please pass my appreciation on to ALL these employees for their hospitality, service, friendliness and overall excellent customer service!