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“Customer Service” 4 of 5 stars
Review of Sheraton Chicago O'Hare Hotel

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Sheraton Chicago O'Hare Hotel
3.5 of 5 Hotel   |   6501 North Mannheim Road, Rosemont, IL 60018   |  
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Breakfast for 2 Included
Ranked #6 of 16 Hotels in Rosemont
Elmwood, Illinois
Senior Contributor
25 reviews 25 reviews
25 hotel reviews
Reviews in 25 cities Reviews in 25 cities
11 helpful votes 11 helpful votes
“Customer Service”
4 of 5 stars Reviewed February 6, 2013 via mobile

I flew into Chicago for a short overnight and business trip. The hotel shuttle from ORD to the hotel was prompt and efficient. (Shuttle bus terminal...door #3) the hotel was very nice and well appointed. Rooms were fairly quiet and very comfortable. Plenty of outlets for all your devices. Unfortunately, the Internet was slow...no chance of streaming NetFlix or any video. The breakfast buffet was average, but with good service. However, what sets this hotel apart was the customer service provided by front desk CSR "Jen" and customer service representative "Carol." They went well above and beyond to assist me with ground transportation requirements for a dynamically changing business agenda. They were extremely helpful and doggedly persistent at trying to accommodate my needs. Even though the Internet is a serious detractor, the level of personalized customer service provided by these ladies would make me select this hotel again when I am in town.

Stayed February 2013, traveled on business
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Brandon K, Manager at Sheraton Chicago O'Hare Hotel, responded to this review, February 7, 2013
We're so glad to hear that Jen and Carol helped to make your stay here a memorable one. Our staff enjoys taking care of those personal and unique requests from all of our guests and it sounds like we accomplished this goal during your stay with us. It's very rewarding to hear that because of the great experience you had while staying here, that you'll be returning to our property again in the future. We appreciate your feedback and look forward to having you stay with us again soon!
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443 reviews from our community

Traveler rating
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Rating summary
  • Sleep Quality
    4.5 of 5 stars
  • Location
    4 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    4 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4 of 5 stars
Traveler tips help you choose the right room.   Room tips (73)
Date | Rating
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English first
Saint Paul, Minnesota
2 reviews
Reviews in 2 cities Reviews in 2 cities
5 of 5 stars Reviewed February 4, 2013

I booked a room for my adult kids the night before they were all to fly home from their grandmother's funeral. They were greeted by an incredibly warm and kind reception staff, who later had a tray of candy and a sympathy card sent to their room. The hotel was beautiful, quiet and very convenient to the airport. Couldn't be more pleased with our hotel selection. Way to go Sheraton, your personalized service has won our loyalty.

  • Stayed February 2013, traveled with family
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Brandon K, Manager at Sheraton Chicago O'Hare Hotel, responded to this review, February 7, 2013
We're very sorry to hear about your recent loss and we appreciate you taking the time to share your children's experience at our hotel with us. Our staff prides itself on going the extra mile to take care of all our guests and its always rewarding to hear about these instances from people like you. We hope that if you're ever traveling to Chicago again, you'll choose to stay with us because you know that our staff will take excellent care of you!
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Leawood, Kansas
Senior Reviewer
8 reviews 8 reviews
6 hotel reviews
Reviews in 5 cities Reviews in 5 cities
2 helpful votes 2 helpful votes
5 of 5 stars Reviewed February 2, 2013

Over the last couple of months, I have been staying at this hotel, and I am very impressed. Good service, nice and clean rooms, excellent club lounge, price and location. They recently changed their restaurant menu, and the new menu is very good.

The service is over the top, from the front desk, to the bartender, and the lounge attendee. I highly recommend it.

Room Tip: 11th floor.
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  • Stayed January 2013, traveled on business
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Brandon K, Manager at Sheraton Chicago O'Hare Hotel, responded to this review, February 4, 2013
Thank you for your continued business and for making the Sheraton Chicago O'Hare your hotel of choice in the Rosemont/O'Hare area. We hope that you'll continue to utilize our property moving forward and we're excited to share with you that we'll be rolling out a completely redesigned restaurant menu over the next couple of weeks so we hope that you'll be able to take advantage of that during your time here. Thank you very much for your nice comments on our hotel and take care!
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Illinois
Contributor
11 reviews 11 reviews
9 hotel reviews
Reviews in 9 cities Reviews in 9 cities
5 helpful votes 5 helpful votes
5 of 5 stars Reviewed February 1, 2013

I stayed at the Sheraton last night. The bed was extremely comfortable. They have removed the tub and replaced it with a huge shower. Lots of water pressure and it gets hot in a hurry. I love the updated look. I agree with the previous comments that it is very quiet. I never heard any aircraft. What really impressed me however was the service. The friendly courteous service started at the front desk and extended to every staff person I encountered. While checking in I shared that I had to get to Woodstock on Saturday, where the movie Groundhog Days was filmed. Saturday is the 20th anniversary celebration of the filming. When I returned from dinner, in my room was a complimentary dessert, a handmade card including a photo of Bill Murray, and a personal note from the staff at the front desk. That is over the top in caring for their guests in my opinion!!

Room Tip: I had a corner room which was large and had a plenty of windows.
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  • Stayed January 2013, traveled on business
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Brandon K, Manager at Sheraton Chicago O'Hare Hotel, responded to this review, February 4, 2013
Thank you so much for taking time out of your busy day to write a review on our property. We greatly appreciate your kind comments and thoughtful feedback on how our staff went out of their way to wow you during your time here. We're lucky enough to have a hotel staff that truly cares about taking care of our guests and makes sure that the guest's every need is met. Our hope is that you'll make our hotel your home away from home whenever you're traveling to Chicago because you know that you'll always be taken care of when you stay with us!
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Fairfax, Virginia
Senior Contributor
33 reviews 33 reviews
31 hotel reviews
Reviews in 26 cities Reviews in 26 cities
23 helpful votes 23 helpful votes
4 of 5 stars Reviewed January 28, 2013

This Sheraton is an old Embassy Suites, recently renovated. They did a spectacular job. The rooms are huge (of course, as a renovated Embassy Suites). Hotel is quiet, never heard an airplane even though you can practically walk to the airport (but don't do that). Staff was nice and the food was also very good. Internet is lightning fast. 2 large-screen TV's in every suite. I doubt you'd do better anywhere near O'hare. I'd give it 5-stars but I save that for the extraordinary experiences.

  • Stayed January 2013, traveled on business
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Brandon K, Manager at Sheraton Chicago O'Hare Hotel, responded to this review, February 4, 2013
We thank you for your kind comments and feedback regarding our newly renovated hotel and we're glad that everything met with your expectations while you stayed with us. That being said we always strive to ensure that we exceed your expectations and provide that extraordinary guest experience every time you stay with us, so we hope that you will return to our property again soon and give us a chance to wow you during your next trip to Chicago.
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Chicago, Illinois
2 reviews
Reviews in 2 cities Reviews in 2 cities
5 of 5 stars Reviewed January 23, 2013 via mobile

I was a little surprised by the genuine service provided at this airport hotel. It almost felt more like a vacation destination property. The hotel is newly renovated and looks brand new throughout. Every staff member encountered from the front desk to the bar tender went above and beyond to meet every need. I will be returning.

  • Stayed January 2013
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Brandon K, Manager at Sheraton Chicago O'Hare Hotel, responded to this review, January 24, 2013
Thank you so much for taking the time to write a review of our property! We greatly appreciate your thoughtful feedback and comments regarding our staff! We strive to ensure that all of our guests leave here with a great experience and desire to return to our hotel and it is very fulfilling and rewarding to hear that we accomplished this goal with you. We're very much looking forward to your next visit to our hotel and thank you again for staying with us!
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Cleveland, OH
Senior Contributor
30 reviews 30 reviews
16 hotel reviews
Reviews in 22 cities Reviews in 22 cities
8 helpful votes 8 helpful votes
4 of 5 stars Reviewed January 17, 2013

I stay here often and it is my "go-to" hotel when needing to be near O'Hare.

Pros:
* Close to O'Hare
* All rooms are suites
* Comfortable beds/pillows
* Concierge Lounge for elites on top floor (breakfast/appetizers during the week)
* Shuttle service now every 20 minutes (was every 30 minutes)
* Fridge in each room

Cons:
* Small bathrooms
* Not much outside light gets in. One window out in bedroom but because of configuration of room, no light really reaches the "work" part of the room.
* Uncomfortable work chairs
* Not enough outlets in some rooms by the work area. Some rooms seem to have a lot and others have barely any. Unsure why this is so inconsistent by room.

  • Stayed January 2013, traveled on business
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Brandon K, Manager at Sheraton Chicago O'Hare Hotel, responded to this review, January 24, 2013
Thank you so much for being a frequent guest at our hotel! We certainly appreciate your business and we also thank you for your feedback regarding our property as that is how we get better as a staff and are able to provide a better overall experience for travelers like yourself. We also strive for consistency with all of our guestrooms and we have made sure that all of our rooms have the same amount of electrical outlets moving forward. We thank you for your business and we look forward to seeing you at the Sheraton Chicago O'Hare again soon!
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Sheraton Chicago O'Hare Hotel

Address: 6501 North Mannheim Road, Rosemont, IL 60018
Phone Number:
Location: United States > Illinois > Rosemont
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Shuttle Bus service Suites Wheelchair access
Hotel Style:
#2 Romantic Hotel in Rosemont
#6 Family Hotel in Rosemont
#7 Business Hotel in Rosemont
Price Range (Based on Average Rates): $$
Hotel Class:3.5 star — Sheraton Chicago O'Hare Hotel 3.5*
Number of rooms: 297
Official Description (provided by the hotel):
Sheraton Chicago O'Hare Airport Hotel is in Rosemont, IL. Free shuttle service and park and fly packages are available. Stephens Convention Center, Allstate Arena and Rosemont Theatre are nearby. ... more   less 
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Also Known As:
Sheraton Rosemont
Rosemont Sheraton

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