Studio, 2 Double Beds, Non Smoking | Desk, laptop workspace, iron/ironing board, free WiFi

Reviews of Extended Stay America Select Suites Chicago Naperville West

2.5 out of 5

Reviews

6.0
Rating 10 - Excellent. 114 out of 646 reviews" "
Rating 8 - Good. 149 out of 646 reviews" "
Rating 6 - Okay. 110 out of 646 reviews" "
Rating 4 - Poor. 120 out of 646 reviews" "
Rating 2 - Terrible. 153 out of 646 reviews" "

6.0/10

Cleanliness

6.6/10

Staff & service

5.0/10

Amenities

5.8/10

Property conditions & facilities

5.2/10

Eco-friendliness

Reviews

8/10 Good

Bulent

Liked: Cleanliness
Stayed 1 night in Dec 2023

6/10 Okay

Latonya

Stayed 2 nights in Dec 2023

2/10 Terrible

Laura

Stayed 1 night in Nov 2023

10/10 Excellent

Robin

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The property was quiet and peaceful. However, my room smelled like a locker room.
Stayed 1 night in Oct 2023
Response from Hotel Management on 23 Oct 2023
Dear Robin, Thank you for choosing Extended Stay America and for taking the time to post a review. While we are pleased you loved the peaceful and quiet atmosphere, we apologize for your disappointment with your suite. We have notified our housekeeping team, and remedial steps are underway to ensure all rooms are thoroughly inspected before allocating to future guests. Hopefully, we will have the opportunity to make it up to you on a future visit. Thank you again; we wish you all the best with your travels.Sincerely,Hotel Management

2/10 Terrible

Martin

Disliked: Cleanliness, staff & service, property conditions & facilities
Stayed 28 nights in Sep 2023

2/10 Terrible

Nick

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
I need a refund.
Worst hotel I’ve been to. First room they gave us had a huge black mold spot on the bathroom ceiling. They tried to give us another room but my girlfriend was having issues because of the mold. We asked for a refund and left with in an hour of being there. The guy at the front desk said I’ll get a refund but the systems were down and to call back in the morning. I did so and was told to contact hotels.com. Once I did the representative contacted the hotel and they denied my refund, saying they did not know I checked out early. I have audio recording of the conversation I had with the front desk the night I left. In which he states the systems were down AND I’ll have my refund. I also have pictures of the mold.
Stayed 1 night in Sep 2023
Response from Hotel Management on 25 Sept 2023
Dear Nick, Thank you for taking the time to write a review of our hotel. Your comments on the mentioned issues have left us disheartened. We will look into this further and significantly appreciate you bringing this to our attention. Also, we apologize for the problems you mentioned. Our concerned team is included in the discussion to ensure this failure doesn't happen again. Your feedback will help us to improve our service and guest experience continuously. Please feel free to connect to our front desk for further assistance. Everything we do aims at providing you with an excellent hotel experience. We want to regain your trust and hope you and your girlfriend give us that chance.Sincerely,Hotel Management

2/10 Terrible

Monica

Business traveller
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Room was dirty and smelled musty, water stains all over the ceiling, carpet was stained, appliances rusty, no silverware or cookware, laundry facilities broken. Drug dealers in the parking lot day and night, front desk clerk rude and not helpful.... told me when I asked if I could switch rooms "if you want a different room you should go stay at another hotel". Stay far away from this place!!
Stayed 7 nights in Sep 2023
Response from Hotel Management on 21 Sept 2023
Dear Monica, We're truly sorry to hear about the issues you encountered during your stay. Your comfort and safety are of utmost importance to us, and we regret that we fell short of your expectations. We appreciate your feedback and will consider it as we continually work to improve our services. Please know that this does not reflect the experience we strive to provide, and we will address these concerns internally. We hope you'll consider giving us another chance to provide you a much more pleasant stay.SincerelyHotel Management

4/10 Poor

Candice

Travelled with family
Disliked: Cleanliness, property conditions & facilities, room comfort
Rip off
The room was not clean. Tge refrigerator was old and ruted on the inside. The cabinets were dirty and dusty. Floor was dirty, curtains had stains. The rooms next door and across the hall were loud. The police had been called on someone staying there.
Stayed 1 night in Sep 2023
Response from Hotel Management on 5 Sept 2023
Dear Candice, Thank you for your feedback. We are sorry for the inconvenience caused in your room. We have strict quality control standards to prevent a situation like yours, but the room conditions you described are unacceptable and not representative of our quality standards. We will address this, and our housekeeping team will review the room. Further, we will instruct them to double-check the rooms before delivering them to the guest. We invite you back to experience the stay you expect and deserve. Sincerely,Hotel Management

2/10 Terrible

Myranda

Disliked: Cleanliness, property conditions & facilities
Stayed 26 nights in Aug 2023

4/10 Poor

David

Business traveller, Travelled with partner
Disliked: Cleanliness, staff & service, property conditions & facilities
Management cycled the room key before the check-out time, did not replace the keys without complaining, and then knocked repeatedly on the door and insisted on coming in the room to “inspect fixtures,” although we had not reported any problems.
Stayed 1 night in Aug 2023
Response from Hotel Management on 12 Aug 2023
Dear David, Honest reviews such as yours help us as we continuously focus on improving our services for our guests, and we sincerely apologize for the maintenance and cleanliness issues in your suite. We must follow the processes to ensure each guest suite is well maintained. Our guests deserve a clean, well-maintained, and comfortable suite while staying with us. Therefore, we hope you will accept our apologies that this was not your experience. We will share these notes appropriately. We would love another opportunity to show you the great visit we are known for, which you deserve.Sincerely,Hotel Management

2/10 Terrible

Walt

Disliked: Cleanliness, amenities, property conditions & facilities
Broken door. No TV remote. No toilet paper in the bathroom.
Stayed 1 night in Jul 2023
Response from Hotel Management on 29 Jul 2023
Dear Walt, Thank you for being our guest. It is glad you had a pleasant stay. However, we are sorry for the issues you encountered in your room. Our team works hard to keep the area clean and up-to-date. We regret if they overlooked some spots in your room preparations. We will address them adequately. Please know our front desk is always available and happy to help make your stay more comfortable. We utilize feedback like yours to improve our guest experience, and we appreciate you taking the time to leave your review. Thank you, and we hope to have you stay with us again.Sincerely,Hotel Management

4/10 Poor

Erica

Travelled with partner
Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
I agree with many of the other comments of the hotel being run down, dark hallways, dirty carpet. Rosalyn, a team member, was very nice and helpful.
Stayed 1 night in Jul 2023
Response from Hotel Management on 24 Jul 2023
Dear Erica, Please accept our apologies for the experience you shared in your feedback. We are disappointed to learn about the property upkeep and cleanliness issues you encountered. We take pride in providing our guests with a clean, fresh environment; therefore, we apologize for overlooking anything during your stay. We will discuss your feedback with our staff to ensure proper measures are taken. Thank you for appreciating Rosalyn; we will share your feedback with her. We hope you will give us another chance the next time your travels bring you our way. Sincerely,Hotel Management

2/10 Terrible

Devin

Travelled with pets, Travelled with partner
Disliked: Cleanliness, staff & service, property conditions & facilities
Filthy, disgusting, didn’t want to sit or touch anything in the room. Left after 1 minute.
Stayed 1 night in Jun 2023
Response from Hotel Management on 29 Jun 2023
Dear Devin, Please accept our apologies for the cleanliness concerns you mentioned. Your valuable comments are shared with the concerned team so that we can improve and ensure they are addressed adequately. We appreciate your business and hope you will consider giving us another try, and we are confident you will see a significant improvement. Sincerely,Hotel Management

10/10 Excellent

Rich

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
4 Fingers
Worked perfectly for the purpose of this trip - some questionable people lurking in the parking lot upon late night return to the hotel.
Stayed 1 night in Jun 2023

2/10 Terrible

James

Disliked: Cleanliness, property conditions & facilities, room comfort
Horrible experience
Went to check in to the hotel as soon as I walked in the lady said “we have no rooms” so I said I had a reservation again she said “I have no rooms I’ll cancel you’re reservation” so I drove 20 min to get there someone should have called me when they ran out of rooms. Also, she could have at least apologized
Stayed 1 night in Jun 2023
Response from Hotel Management on 8 Jun 2023
Dear James, We apologize for the inconvenience you experienced during your check-in process. It isn't very reassuring to hear that you were not informed about the unavailability of rooms despite having a reservation. We understand this caused you to drive for 20 minutes, adding to your frustration. We apologize for the lack of communication and the absence of an apology from our staff. Your feedback is valuable, and we will use it to improve our reservation management and customer service. Please let us know if there's anything else we can do to assist you.Sincerely,Hotel Management

2/10 Terrible

James

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in May 2023

2/10 Terrible

Terry

Disliked: Staff & service
Stayed 1 night in May 2023

8/10 Good

Sherrie

Liked: Staff & service
Stayed 2 nights in May 2023

10/10 Excellent

Amanda

Business traveller
Liked: Cleanliness, staff & service
Love the quiet area. Police patrol routinely. Friendly staff knows me by name as my job requires every other weekend. Property has improved significantly and if you have insomnia like me it's a safe place to walk at odd hours.
Stayed 1 night in May 2023
Response from Hotel Management on 16 May 2023
Dear Amanda, Thank you for your review of Extended Stay America! We're thrilled to hear you love the quiet area and appreciate the routine police patrols, providing an added sense of safety. It's lovely that the friendly staff knows you by name, especially considering your job requires frequent stays. We're glad the property has improved significantly and offers a safe place for walks during odd hours, which benefits those with insomnia. We appreciate your feedback and look forward to your continued visits.Sincerely,Hotel Management

4/10 Poor

Scott

Disliked: Cleanliness, staff & service, property conditions & facilities
Go elsewhere
Building smelled like marijuana all the time. Had previous peoples garbage still on floor. Room service never made a visit over 5 nights. Garbage over flowing, no new towels, tissues were gone when I arrived.
Stayed 5 nights in Mar 2023
Response from Hotel Management on 31 Mar 2023
Dear Scott, Thank you for your feedback. We want every guest to experience our commitment to clean, fresh accommodations during their stay; therefore, we sincerely apologize that this was not your experience. While our housekeeping service is designed for long-term guests, offering minimal intrusion into their home-like stay, we are happy to provide this service for a minimal fee. Towels and linens may be exchanged at the front desk anytime and are complementary. Your feedback has been shared with our staff for improvement, and we would love another opportunity to ensure your next stay with us is exceptional. Sincerely,Hotel Management

4/10 Poor

Peixiang

Stayed 1 night in Mar 2023

10/10 Excellent

Alicia

Travelled with family, Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The staff was very accommodating, as well as the rooms were very clean and for the price it was amazing especially not having to deal with people standing outside begging for money. We did make up too late I guess for breakfast or maybe they don’t have the grab and go breakfast anymore but I did not see that there but it was not a big deal because we weren’t planning on having breakfast there either way. It’s definitely worth the price with a nice staff and clean to facility
Stayed 1 night in Mar 2023
Response from Hotel Management on 21 Mar 2023
Dear Alicia, Thank you for taking the time to share such complimentary feedback for Extended Stay America. We are delighted to read that you had such a wonderful experience, from our clean accommodations to your interactions with our excellent team, and found us to be of great value. Your compliments are not only rewarding but also encouraging. It was a pleasure having you as our guest, and we hope to see you again soon.Sincerely,Hotel Management

2/10 Terrible

Brooke

Stayed 1 night in Mar 2023

10/10 Excellent

Radek

Stayed 1 night in Mar 2023

2/10 Terrible

Eric

Stayed 1 night in Mar 2023

4/10 Poor

Staven

Liked: Staff & service, room comfort
Disliked: Cleanliness, property conditions & facilities
Don’t want to make it worst by adding pictures!
Worst in cleanliness.. Refrigerator had left over ice cream, Microwave was dirty!!! I don’t expect this if i am paying of it! Yes room was not dusted, there was dust allover table, TV side table near bed.
Stayed 2 nights in Mar 2023
Response from Hotel Management on 11 Mar 2023
Dear Staven, Thank you for choosing our hotel and providing valuable feedback. We follow the most rigorous standards regarding the cleanliness of our property. Therefore, please accept our sincere apologies for failing you. We continually strive to improve our services and accommodations, and we thank you for bringing this to our attention. We will share your concerns with our housekeeping team to ensure a clean and fresh environment for our future guests at all times. We hope you will consider revisiting us so we can deliver the exceptional stay you deserve.Sincerely, Hotel Management

2/10 Terrible

Elishea

Stayed 1 night in Mar 2023

2/10 Terrible

Michael

Stayed 1 night in Feb 2023

2/10 Terrible

Darryl

Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
My reservation was not honored. I had to find another place to stay. Extended stay informed me that they didn’t have any rooms to rent even though I had a confirmation. They waisted my time. It was late when I got there so I slept in my vehicle that night and found a different place to stay the next day.
Response from Hotel Management on 17 Jan 2023
Dear Darryl, Thank you for posting a review of your recent stay with us. We were disappointed to read about your experience and apologize for the issues you had with your reservation. We try to provide the accommodations requested based on availability; therefore, we regret not meeting your expectations. Please be assured we will take appropriate action where necessary to better serve you in the future. Thank you again.Sincerely,Hotel Management

2/10 Terrible

Verified traveller

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Jan 2023

2/10 Terrible

Jackson

Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
After a 3 hour and 3 minute drive, I arrived to the hotel. I wanted to check in, but I was unable to. I was standing for 30 minutes in the lobby. I tried calling the number listed on the front desk, but it went to the phone in the back where no one was. Someone else then came in to check in and they also had to wait. Someone finally came down to check me in. The staff person said, "what do you need?". I was too tired and irritated to argue. Upon entry to my room, I immediately smelled smoke and I put down a non-smoking room. Additionally, the door hinges had some cardboard on them, damages in the bathroom, and so much more. I do not recommend staying here unless you are desperate or are low on cash. Better off sleeping in your vehicle.
Response from Hotel Management on 11 Jan 2023
Dear Jackson, Please accept our sincere apologies for not providing the attentive service we strive to give every guest. We were sorry to read you had several issues during your stay, and we are grateful for your patience. Rest assured that this issue has been addressed with our staff and will not be repeated. We hope you will give us another chance to prove that we are committed to providing outstanding hospitality to each guest.Sincerely,Hotel Management

6/10 Okay

Sara

Liked: Cleanliness, property conditions & facilities
Not very many pillows
We only had 2 pillows for 2 people and in all the pictures it showed 3-4+. When we asked for more pillows they said they didnt have any.
Stayed 1 night in Jan 2023
Response from Hotel Management on 11 Jan 2023
Dear Sara, Thank you for taking the time to review your stay with us. We are genuinely sorry for the issues you experienced and for not providing the exceptional stay you deserve. Your feedback is valuable to us and has been addressed with the appropriate individuals to ensure we are well-poised to serve you in the future. We hope to see you again soon.Sincerely,Hotel Management

8/10 Good

Amy

Liked: Cleanliness, property conditions & facilities, room comfort
Waited at front desk for 10 mins. Overall cleanliness was good, bed was comfy. Parking is ok but you have yo walk down long hallways so it doesn't matter where you.park
Stayed 1 night in Dec 2022
Response from Hotel Management on 1 Jan 2023
Dear Amy, Thank you for choosing Extended Stay America for your recent accommodation. We're glad you enjoyed your stay and appreciate your comment about our clean suite and comfortable bedding in your review. We do apologize for any inconvenience you may have faced during this stay. Thank you for your excellent review, and we hope to welcome you back soon!Sincerely,Hotel Management

8/10 Good

Wanda

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Dec 2022

6/10 Okay

Verified traveller

Disliked: Staff & service, property conditions & facilities, room comfort
Not so good:( A lot of work needs to be done here!
I was first given a key to someone elsewhere room. When I tried to enter the room after the 3rd attempt, a guy came out and said that was his room. I went back downstairs and was provided a different key. The rep did not change or correct my room key/number in the system so when I stepped out and came back the next day, my key didn’t work. The front desk had also checked someone else into my room but they hadn’t arrived yet. It was just chaos and unprofessional to say the least. The hallways smelled like smoke and I couldn’t stand it. The elevator was dirty, my bathroom barsoap was a reuse (they put the same soap back in the seal after someone else used it:(, pillows were too flat and very uncomfortable, I came as solo to get some work done and you could only use the internet for checking email and some browsing, everything else you have to pay extra! I’ve never had to pay extra for a hotel WiFi!; you could hear people shouting and taking from the rooms, dogs barking etc…but the overall room was clean (not sure it was disinfected, but I did before settling in).
Stayed 2 nights in Oct 2022
Response from Hotel Management on 25 Oct 2022
Dear Guest, it was disappointing to read your comments concerning your stay at our hotel. Please accept our apologies, as we never mean to disappoint our guests. We can assure you that what you experienced is not acceptable by our standards. We will take the proper action as we are committed to providing every guest with a wonderful experience. Thank you again for your candid feedback, as this helps us to improve the experience for future guests. We truly appreciate your feedback.Sincerely,Hotel Management

4/10 Poor

Daniel

Travelled with partner
Disliked: Cleanliness, amenities, property conditions & facilities
I was very disappointed by the place ,and I should have read the reviews before booking . Felt like the place was full of addicts. It also felt like Jeffery Dahmer slept in some of the rooms . The hallways smelt like cigarette, and the floors of the room had sand ,couldn’t walk barefooted . I’m never coming to this place again and I wouldn’t recommend anyone responsible to book this place.
Stayed 2 nights in Oct 2022
Response from Hotel Management on 18 Oct 2022
Dear Daniel, thank you for staying with us and sharing your feedback with your review. We apologize for the not-so-fresh and clean suite. Your experience is not representative of our usual performance, and your accommodations are not up to the standards you deserve. We regret falling short of your expectations. Your satisfaction is number one; we hope to earn your trust in our hotel.Sincerely,Hotel Management

8/10 Good

Alexis

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Oct 2022

2/10 Terrible

Humberto

Stayed 1 night in Oct 2022

2/10 Terrible

Tim

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Sep 2022

2/10 Terrible

Maria E

Stayed 1 night in Sep 2022

6/10 Okay

Sharice

Travelled with family
Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
There were roaches seen and had to move tip another room. The hotel smells funny
Stayed 1 night in Sep 2022
Response from Hotel Management on 12 Sept 2022
Dear Sharice, thank you for choosing us. Please accept our apologies for the problems with your room and any inconvenience caused by moving to a new one after your arrival. Our rooms are subjected to strict standards of cleanliness, and what you described is not acceptable or normal at our hotel. Please know this is not usual for us, and we assure you we will look into the situation further.Sincerely,Hotel Management

2/10 Terrible

Susan

Travelled with partner
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Poor customer service and front desk clerk was uninterested in helping us find another hotel since they overbooked and didn't have a room for us even though we paid for a room.
Stayed 1 night in Sep 2022
Response from Hotel Management on 6 Sept 2022
Dear Susan, thank you for your recent visit to our hotel. Please accept our apologies for the inconvenience caused with your reservation and for the behavior you experienced from our staff member. Your comments have been addressed appropriately, and we are taking measures to ensure this is not repeated. We appreciate your business and hope you will consider staying with us again so we can provide you with the hospitality you should have experienced on this visit. Sincerely, Hotel Management

2/10 Terrible

Michael

Travelled with partner
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Horrible!! Didn’t have rooms ready and wasn’t able to stay there, yet they did charge my credit card. So now I’m on hold waiting to get my money back
Stayed 1 night in Sep 2022
Response from Hotel Management on 11 Oct 2022
Dear Michael, thank you for evaluating your stay with us. We are pleased that we exceeded most of your expectations. It is essential that you are completely satisfied, and we are very sorry for any mix-up with your reservation. Please contact the hotel front desk directly so we can assist you further. We will work harder so your next stay is outstanding in every way. Thank you again.Sincerely,Hotel Management

2/10 Terrible

Brian

Overbooked without warning
I booked my room on a Tuesday (8/30/22) then that Saturday (9/3/22) I get to the hotel to check in, after driving for 3 hours, and the front desk worker tells me they got overbooked so they currently have no more rooms available, and that there is nothing they can do for me. I’ve now had to cancel my weekend plans I had because I have no where else to stay, since every hotel in the Chicago area is completely booked, and I drive the 3 hours back home.
Stayed 1 night in Sep 2022
Response from Hotel Management on 11 Oct 2022
Dear Brian, thank you for providing candid feedback about your stay. We apologize for the mix-up with your room and the inconvenience this caused you. Our goal is to provide exceptional service to our guests; therefore, we are sorry this was not your experience. We will address this appropriately to be more consistent in our service delivery. We hope we have the opportunity to make it up to you on a future visit. Thank you again.Sincerely,Hotel Management

2/10 Terrible

Michael

Overbooked Hotel
The hotel was overbooked and they didn’t have a room available for me or for many other people who also had reservations
Stayed 1 night in Sep 2022
Response from Hotel Management on 11 Oct 2022
Dear Michael, please accept our apologies for the frustrations you experienced due to not receiving the room you booked. We try to make every effort to provide the accommodations requested based on availability; therefore, we regret not meeting your expectations. It was our pleasure hosting you, and we hope you will return and stay with us again.Sincerely,Hotel Management

6/10 Okay

GENESSIS

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
If youre looking for a last minute hotel
No ones really at the front desk when you walk in. Rooms didnt feel clean, was kind of stuffy. Beds are extremely uncomfortable
Stayed 1 night in Aug 2022
Response from Hotel Management on 8 Aug 2022
Dear GENESSIS, thank you for choosing us and for sharing your comments. It is very understandable how these events detracted from a relaxing and seamless visit. We strive to create an exceptional, memorable stay for each guest, so please accept our apologies that this was not your experience. We are grateful that you have brought these concerns to our attention as we are continually growing and improving from our guest feedback. We hope to have another occasion to host you in the future and provide you with the seamless stay you deserve! Sincerely, Hotel Management

2/10 Terrible

Karensky

Business traveller
I was very upset that i had to drive to this Hotel and find out they had to cancel my booking because of an error on their part. Long story short did't have any extra money because i had to wait for a refund and slept in my truck.
Stayed 1 night in Jul 2022

2/10 Terrible

Lacey

Stayed 1 night in Jul 2022

8/10 Good

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 4 nights in Jun 2022

2/10 Terrible

Verified traveller

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
We booked our stay, received confirmation that we had a room reserved, called the hotel ahead of time to inform them we would be arriving after midnight and they told us that despite the fact that we had booked a room and had it guaranteed for us, we did not have a room because there was not a room available. We were forced to spend the night in our vehicle after previously being told that our room was guaranteed. This was awful practice by this location.
Stayed 1 night in Jun 2022
Response from Hotel Management on 29 Jun 2022
Thank you for taking the time to share your feedback. We are sorry for the reservation issue you experienced and cannot apologize enough for the inconvenience this caused. We understand your frustration and truly regret disappointing you. We will review this appropriately to ensure this is not repeated in the future. We appreciate your patience and hope to host you in the future. Sincerely, Hotel Management