Four Points By Sheraton Mount Prospect O’Hare

The hotel was clean.

Going into a hotel where people work in hospitality should have happy people working the front desk. The thing that was difficult for us was the smell. We travel often and some hotels have a pleasant fragrance wafting through the entrance and hallways. This smell was overwhelming of a men’s nighttime fragrance and was there for our entire stay. It was strong enough to draw a cough. Big turnoff for us.

Convenient location

Airport shuttle runs limited time only, not 24 hours.

Clean rooms, awesome customer service, and super helpful and kind staff.

The staff were not helpful and made very little effort to communicate or resolve the issues I raised. Arranging the shuttle between the airport and the hotel was also very frustrating. I waited around an hour for the shuttle and nearly missed my flight, and the staff did not seem particularly concerned. I also had an issue with my deposit after checking out. I did not receive the full amount back, and when I contacted the hotel, I was initially told that no additional charges had been made. After I asked for a copy of the bill, I noticed that there was in fact a charge. When I questioned it, I was told, “You might have ordered a drink or something, we don’t know.” I did not order anything, and the charge was never properly explained or refunded. Overall, the level of service and communication was very disappointing.