Best Western Inn & Suites - Midway Airport

The lobby and our room were clean and comfortable. They were doing some painting and updating in the hallway on our floor. The breakfast was good. The staff were friendly and helpful.

I do want to recognize the young man working the front desk on the night shift. He had outstanding hospitality skill, he was professional, welcoming, and genuinely friendly. He made the best impression during our stay and deserves recognition for his excellent customer service. I wish I had gotten his name so I could name him. His hospitality skills deserves to be at a top tier hotel. Unfortunately, the hotel itself was very disappointing. It was under construction, but this was never disclosed when I booked. Had I known, I would have chosen a different hotel, especially considering it wasn't inexpensive. The hallways were covered in plastic sheeting, there was plaster work in progress, dust in the air, and a noticeable construction smell throughout the property. There were also many large dogs in the hotel, which added to the uncomfortable atmosphere. Overall, I did not feel like I was staying at a quality hotel. The condition of the property completely ruined what was supposed to be a special mother-daughter getaway. It was not worth the price I paid, and I left feeling disappointed. I contacted Expedia right away asking to be moved to another hotel as I felt deceived but it didn’t happen. I would not recommend this hotel.

Huge line at front desk but worker was calm and nice to everyone. Breakfast was good. Elevator was slow. Nice clean rooms.

Great customer service,

There was construction...too much noise.

Everything was clean and perfect. The breakfast was delicious. Thanks

The rooms seemed clean but the building itself was run down and not being repaired. Ceiling tiles were missing

It was a one night stay. All the staff were great. And the breakfast was yummy

The breakfast was the best I’ve had in a while. They already had ready-made pancakes and hashbrowns. You never see that …. This young lady asked me if I needed some juice and offered to get it for me. That’s next level service. I’ll stay there every time I go to Chicago.

Great parking and good staff. Honestly it was a straight forward hotel. Clean but rooms need some upgrades.

My wife and I were woken up in the middle of the night by water leaking from the ceiling directly onto us. The leak continued to worsen, with water breaking through in multiple areas, making the room uninhabitable. We checked in around 11:30 PM and were forced to leave around 5:00 AM, receiving only a fraction of the stay we paid for due to an issue completely outside of our control. After checking out, we were told a manager would contact us regarding a refund. No one ever did. We eventually had to call ourselves and speak with the manager, Madison, who refused to issue a full refund. His reasoning was that the hotel had “reserved the room” for us and therefore could not rent it to someone else. That explanation is unacceptable. We paid for a room and were forced to leave because of a serious maintenance issue caused by the hotel. Both Hotels.com and Best Western Customer Support agreed that a full refund would have been appropriate, but because this location is a franchise, they could not override the hotel’s decision. The lack of accountability and poor communication throughout this process was extremely disappointing. Madison’s handling of the situation only made matters worse. Instead of taking responsibility for a room that became uninhabitable, he chose to deny a full refund and dismiss our concerns. Based on this experience, I believe he should be removed from management. We cannot recommend this hotel.

Room was clean , bathroom can get some upgraded

We enjoyed the breakfast. The facilities and room were good. The hotel was clean. Staff was only so so. We had to deal with an alarm going off for hours in the night and nothing was offered as far as compensation for this problem.

Room was spacious. Bed was comfortable. Breakfast had lots of variety. Staff were friendly. Nothing.

Good

Passable

Absolutely nothing. We stayed there for 4 night, we went WITHOUT power for 2 nights. Had ZERO breakfast for two mornings. The bedroom was dirty when we entered it but wasn’t a huge deal. Will not stay at a best western ever again and especially not this one.

Exceptional

Convenient location, well maintained property.

Everyone was very friendly and service was good. Rechecked in and it was amazing.