By all accounts, this property could easily be 3 stars, if not 3 stars plus, given it's pedigree. Holiday Inn is not a terribly shabby company, but I'm not expecting a Four Seasons or Marriott or even a Courtyard Marriott.

However, despite my lowered expectations, I was disappointed. Honestly, if they could just fix some simple things, they would easily exceed 3 stars.

Problems:

1) Shuttle took over an HOUR, not 10 minutes.
Upon arrival at the airport, I called the hotel and they said a shuttle would be outside to pick me up at 9:00pm. At 8:50pm I stood outside in the below-freezing cold. No problem, really. Until 9:05 came around, and no van. 9:10pm. I call the hotel again. "He'll be there in 10 minutes." OK, the chill is setting in, whatever, still no problem. I travel enough to know this happens. 9:30 now. Ok, this is getting ridiculous. 9:40pm. 9:50pm. Finally, the shuttle rolls around at 9:55pm to pick what is now a large group of people. So he couldn't fit everyone and had to leave some who had been waiting almost as long as I had.

2) No one answers Room Service.
I call for Room Service. No answer. I dial the extension and also push the 'room service button' on the phone. Rings 20 times, no answer. It is 9:30pm, but they are apparently open until 1am. I call front desk, and he says 'I'll call you back in 2 minutes, take your order, and walk it over to them.' WOW. I thought things are looking up for this hotel. Except... no call back. 10 minutes go by, I try dialing room service again, and still it just rings and rings. I call hotel operator and they say they can't help me, and just connect me to the room service line that rings and rings.

I give up.

3) Wake up call never comes despite request.
I ask for a wake up call at 4:00am. (but I set my alarm on my phone just in case)... my phone wakes me up just before 4:00am... and I never get awake up call. Good thing I set my phone.

I unfortunately cannot speak to its amenities.

Some positives:
I CAN tell you that check in and check out were quick and pleasant, and the bed was comfortable. The place was clean (not new, but clean) and sanitary (unlike other small hotel chains). Free wifi, which was very nice.

So really, aside from some serious service issues, this hotel is okay. I was only here overnight because of an overnight layover, but if I had to do it again, staying here makes me want to just pay a few dollars extra and head to the Grand Hyatt O'Hare.