Hilton Garden Inn Lake Forest Mettawa

"I have been a gold honors member for quite some time. When I booked my hotel room, I was given the military rate w/drink & snacks. I picked my room the night before and about an hour before my check-in, my room was switched to a room right behind the elevator. When I arrived, I asked the attendant why the room was switched and she said it was because it had not been cleaned, even though it was after 4pm. I received another room. She asked me if I wanted to get my 750 points for the stay or get the $10 for snacks or to eat at the restaurant, at which I replied that I didn’t need it because I had a room w/drinks & snacks included. She asked me to show her and I did. She gave me a small piece of paper that said I could choose 3 non-alcoholic drinks & 3 snacks per day and that the next day I would get the other papers. Today, I stopped by the front desk and spoke to Greg and he said that my room had been downgraded in price and that I didn’t have the drink and snacks. When I tried to show him on the Hilton app, it was no longer there. Someone had removed it. I explain how someone has just been messing around with my room by switching it and now removing the drinks & snacks. He then tells me that he can change it back to the $155 rate with the snacks and I told him, that it was never at $155 and that the military app had always been charged at $145. It took a least 10 minutes trying to explain and that I wasn’t very satisfied with the experience. I was walking away, when he is like, “ok, here, I am just going to give you the beverages & snack papers.” By then I didn’t want them, I’m sure he could see his screen and see that my rate had never been reduced but everything else had been removed. This is the last time, I’ll stay in this hotel or recommend it to anyone."

"Outstanding hotel in all respects. The food and beverage staff were particularly nice and very prompt. I'll stay here again in the future."

"What went well: -E V E R Y member of the staff was pleasant, helpful, friendly, and quick to deliver amazing service. From check in to check out “Kurtina/Katrina” the lovely front desk member delivered exceptional customer service from accepting packages and providing notice to greeting me upon return with a smile. -The bartender- Ahh-mazing …❤️ -The breakfast attendant- so pleasant. - The entire hotels feels fresh, and modern and has plenty of amenities. Even better if: Our stay was longer!"

"My sisters and I stayed for 3 nights and found the staff incredibly nice, helpful, and professional. We didn't reserve the room in the best way, and the General Manager helped us correct it. He went above and beyond! The rooms were nice and the extra amenities looked great. I wasn't disciplined enough to use the exercise room, but they had the equipment for me to do so. We plan to stay again!"

"The location was good for my needs but the rooms Temperature was very off. I set it to cool but the room maintained a hot temp. That was uncomfortable and I know it's not just this room (I and business associates have the same issue every time). The staff was Friendly and accommodating and the room and hotel itself was very clean. Also nice and next to a walking trail too!"