Sometimes the actions of one person can tip the scales between an Overall Good Experience, and a Bad One. In this case, the actions of the Property Manager (I believe her name is Nicoleta) made my stay quite enjoyable instead of frustrating. I chose this property for a 2-nite stay because I was attending a concert nearby in Des Plaines, and I thought I was getting a great rate on-line, even more so as a Hilton Honors Member and when I paid in advance. However, when I checked in, I discovered that the rate wasn’t as great as I had thought, because there is an $8.50 per nite Parking Fee for the Basement Garage. In a Downtown City Location, I would think to check for Parking availability and options. But this is a Suburban Hotel and (as it turns out) in the middle of an Outdoor Shopping Mall surrounded by thousands of empty parking spaces at nite. I never gave it a 2nd thought, having never in my life paid for Hotel/Motel Parking in a suburban or rural location. Though I tried to find an alternative, there were no realistic options other than the garage. One block away is a multi-deck Parking Garage and adjacent Outside Lot for the Randhurst Mall, mostly for the AMC Theater. However, the signs say “No Overnight Parking” there, and on the Mall Avenue Parking Spaces around the hotel. There are no Towing Signs, but one likely would incur a more expensive Parking Ticket if you risk it, because Mount Prospect prohibits Overnight Parking from 2am-6am. Though the Mall is technically open 24/7, I imagine that Mall Security (and I did see an SUV Cruiser around 3am) would alert the Local Police to all vehicles parked during these hours. Some of the other nearby outdoor lots (like the Jewel/Osco) have the Towing Signs, so it’s not worth the risk. I think what upset me most is that this Parking Fee is basically “hidden” on the Website. On Trip Advisor, it is only listed that Parking is an Amenity, nothing about the Fee. Going in to the Hotel’s Website off the Internet, one has to scroll all the way to the bottom of a long page AND click on the Parking Icon to see that Self-Parking is an $8.50 Fee per day. Similarly, on the Hilton App, Parking is listed as an Amenity, and one has to click on the Parking line to get a Drop Down Menu to see that there is an $8.50 per night fee. Who would think to do that at a Suburban Hotel? I feel like I was a victim of a “Bait and Switch,” with a great price being dangled, only to find out it wasn’t as great as I thought. I hate the feeling of being manipulated. Fortunately, when I was ready to check out, the Property Manager (Nicoleta, I believe) was at the Front Desk. She was very pleasant and asked me about my stay. I told her there was Bad and Good, and went over how I felt about the parking situation. Without much hesitation, she agreed to waive the Parking Fee for my two nites there. I can not express how good I immediately felt about my stay…, I mean this changed Overall Bad to Overall Good. Just the fact that she took the time to listen, was very pleasant, and responded as quick as she did, made me feel like a very important Hilton Honors guest. Based on this interaction, I would definitely recommend this property if you are staying in the area…, with the disclaimer of course to be aware of the Parking Fee. I would definitely consider staying here again, and would not ask for the Parking Fee to be waived again. However, as I mentioned to Nicoleta, as what appears to be an Anchor Property at the new Randhurst Mall, I wish Mall Management and Hilton/Hampton Inn representatives could get together and investigate some further Parking options. As I said, there have to be a thousand empty spaces within a short walking distance of the Hotel. Why can’t guests who would be willing to walk one block and get a little exercise be allowed to utilize the Mall’s Parking Garage or adjacent Outside Lot? It seems like it would be a reasonable option, that would not infringe on the other nearby Mall Businesses. Or maybe just add it to the price of a nite’s stay, and do away with the fee? Then there would be no ‘Bad’ price surprise when you come to check-in. There were a few other notable incidents that occurred during my stay that I feel worthy of mention. On Sunday morning, I entered the Indoor Pool area intending to get a few laps in. At this time, there were about 4 kids and 3 adults in the room. I had an item to retrieve from my car, so I figured I’d do that and circle back, to see if the pool would be less crowded. When I tried to leave, the door to the Main Hallway would not open. I asked one of the gentlemen if anyone had problems getting out. He said no; but got up and tried it himself. Same thing. We tried everything we could in moving the handle and latch, but nothing. We weren’t exactly locked in, because there was another door that opened to the outside, but this would mean going out in to the 40-degree temperatures and reentering the Hotel through the Lobby. Fortunately, another guest came by and we fervently banged on the door. The guest was able to use her Key Card to open the door from the Interior Hallway. I immediately went to the Front Desk and notified the Lobby Clerk of the situation. Now at some Hotels, all they do is write something on a piece of paper to make you think they are attending to the problem. Here, within a few minutes, a Maintenance Employee was on the scene. It turned out that it was a difficult issue. However, I was reassured when I saw him working on the door when I returned for my swim, finished my swim, passed by a few more times before leaving for my concert, and even at 8:30pm, when I returned from the concert, he was still working on the door. Yes, a little unsettling to see that a Door Lock was broken to such an extent that it needed that much work. But VERY REASSURING to see that the issue was of great importance to the staff, and was not being dismissed, but attended to until it was resolved. My room I must say was very clean, and the Bed was outstandingly comfortable. I was also happy to see the large triangular ledge in the corner of the shower stall. This may not seem like a big deal to most people. However, I suffer from Rosacea and Dry Skin, and every day must use a special medicated Face Soap and Moisturizer. In most hotels, I struggle to fit everything on the Bathtub edge, but the layout here at the Hampton Inn made my shower time much quicker and easier. Greatly appreciated! I was taken back a little when I found no Ice Bucket in my room. I like to get a little ice for my morning/ in-room coffee so I can drink it right away. I did not notice this until late nite. When I went to the Lobby to request an Ice Bucket, the Overnite Clerk informed me that it was a Housekeeping issue, I could not get one until the daytime when those employees arrived. The best he could do was get me one of those plastic bag-liners. Well, I took what I could get, went back to the Ice Machine, then to my room. It was then that I discovered the in room Mini-Fridge had no Freezer Compartment. A few ice cubes made it to the morning in the bag in the refrigerator, but mostly I was left with a bag of cold water. Fortunately, I was able to get an Ice Bucket the next day. When I brought it to the attention of the Lobby Clerk mid-day, a very nice housekeeper was waiting at the door to my room with one when I returned from the Lobby. I realize the Mini-Fridge is a perk, and it was likely just a random oversight, so I’m not that upset overall. And when the situation was resolved, the employees were extremely nice and apologetic. Finally, I must say that in my opinion, it is not worth the extra $7 a nite for a top (4th) floor room. I saw some reviews touting the view, and I decided to splurge a little. Yes, you can see a tiny Chicago Skyline of some of the skyscrapers in the distance, at it is a brilliant sunrise. But sadly, most of the view is dominated by the roof of the adjacent Costco, flanked on the right by a Home Depot, and the left by that Randhurst Parking Garage, with Mount Prospect apartment buildings in the background. So I don’t think it’s worth it, but in this case, I took that chance. Others may disagree. Overall, largely because of my exchange with Nicoleta and the satisfactory resolution to my Parking grievance, I would say I had a very good stay. And like I said, I would recommend this property (with the Parking Disclaimer), and would consider staying again.…
Great hotel in a wonderful location. Clean safe and has real nice breakfast. Parking in garage was a plus. Rooms were large. Staff at front desk were awesome. Good choice of restaurants close by. Located in very quiet area.
This Hampton Inn was wonderful. Great location for us. Very clean, both in the rooms and in the common areas. All employees were polite and helpful. The heated underground garage was worth every penny, especially with the snow Mount Prospect experienced during our stay. We look forward to returning on our next trip to Mount Prospect!!
Amazing customer service from associates. Joseph was outstanding. Delicious complimentary breakfast with a huge variety. Rooms are very large with quiet atmosphere for sleep. Cleanliness outstanding. Everyone I encountered was friendly and helpful.
Hotel was clean , delightful decor and relaxing . Like the underground parking. Close to restaurants and stores. The Xmas decorations were beautiful from our window. It really brightened our stay. Would definitely stay again.
We have stayed at this Hampton Inn many times the past few years and it continues to be our favorite hotel in the Chicago suburbs. The front desk staff (especially Rob and Jakub) are the absolute best. They are incredibly friendly and will bend over backwards to make sure our stay is as wonderful as it could be.
The post-pandemic world makes business travelers eager to travel again, yet leery of many properties. Having recently stayed at another property in the area with zero regard for safety, I decided to try the Hampton Inn at Randhurst. This property really understands how to get people to travel again, by making them feel safe. It is apparent everywhere, from masked staff, to how the rooms are cleaned, and how their continental breakfast is offered. The hotel sits in the center of a shopping center, giving one easy access to a number of dining options. I would recommend it to someone staying in Mt. Prospect, looking for a nice hotel, that is clean, offers nice amenities, and understands safety.
Well maintained facility with easy access to a variety of shops and restaurant choices. Great staff who are genuinely friendly. Even housekeeper in the elevator asked if there was anything else she could do to make sure my stay was comfortable. Will stay again on my next trip to the area.
Very clean property. Staff amazing from front desk to Hsk. Rob amazing AGM tanking you for taking care of my family and welcoming and making us feel at home. We need a home away from home and we found one.
Convenient location, close to everything we needed, and located near many stores and restaurants. Very friendly and attentive staff, particularly the front desk team members. Room was neat and clean, and bigger than the typical “two queens” room. Beds were extremely comfortable. Would definitely stay here again.