I am an Elite Diamond to Choice Privilege (which means I stay more then 40+ nights a year) and have never had such a problem before at any of the hotels that I have stayed at before until now. I checked into the hotel on 9/8/2010. I checked out on 9/9/2010 and have a receipt showing that. The next week I was balance my checking account and notice that I was charged for 2 nights instead of 1. I contacted the hotel direct on 9/14/2010 and told them of the situation. I had to urgue with the manager for at least 15min until he finally said that he would credit my account for the 1 night. He said that it would take at least 3 to 4 business days for the credit to go threw. I let it go for more then 2 wks now and still no credit. I called the hotel again and they said that the manager was busy and would get back to me in a couple of days. This is terrible customer service. I have been a choice privilege member for many years and have never been treated like this.

From the moment we checked in at this property we had concerns. Being from out of town we were not familiar with the location of this property, but now we know that Harvey is not the best part of Chicago. Our room was completely disgusting! Our hair dryer had clumps of long black hair hanging out the back of it. There was dried scum and dirt all over the door frame of the bathroom as well as the front of the vanity and the wall in the bathroom! There was sitting water in the coffee maker. Finger prints and smudges all over the windows, not sure when the last time that was cleaned was. Immediately my husband reported this to the desk agent on duty. Her response was that there isn't anyone from housekeeping on duty and she didn't know how to clean a hair dryer, so there wasn't anything she could do! What? Great customer service! The next day first thing in the morning I went to the front desk to complain and inform them we were checking out, as we were originally staying one more night. She apologized but said that there wasn't anything she could do, and I would have to call the manager when he gets in later. The front desk staff is consistently talking on their personal cell phones too, two different occasions we came to the desk and the desk agent was either outside on the sidewalk or behind the desk talking personal calls on their cell phones! It is clear that this owner/manager doesn't give a hoot how his guests experience!

Top scores to this hotel. Surrounded by shopping centers and restaurants - anything you need is close by. I arrived three hours before check-in time and really didn't expect to be able to get in yet, but the woman at the front desk went out of her way and put me into a clean room in about ten minutes. Towels were not out of the laundry yet so she told me that the would be brought to me later, and in a couple of hours, sure enough, clean towels warm from the dryer were brought to my room.
All the nice touches of a Holiday Inn express were there - lots of extra pillows (soft or firm), great shower head, complimentary breakfast. The room had a mini refrigerator, microwave and coffee maker. My room had a king bed and a nice work area (desk and chair, that's all you need.) My PDA picked up the free wireless internet signal with no problem at all.
Excellent experience!

My husband's family lives in Chicago so we go there often and we always stay at the Holiday Inn Express with our 2 children. It is a nice hotel, the breakfast is wonderful. They do not have any hot tub which is a bummer. The pool area is very small but it is ok it you are only there for a couple of nights. I would not recommend this hotel if you are planning a nice getaway vacation. The hotel is located just right off of the highway. The beds are very comfortable and the rooms are very clean. I will stay here again with my family in the future.