Hilton Garden Inn Kankakee, Kankakee

If I am not staying at a Disney resort, I usually do not have high expectations for customer service unless it's at a top-dollar place. I booked the HGI because of the reviews and a previous stay at the HGI in the Dells. The hotel met all of my expectations for cleanliness and acommodations - nice pool & hot-tup area, nicely decorated, a pleasure to visit -- but they went over the top on customer service. We experienced a problem with the pool on our first night, and I decided to let the front desk know of my disappointment. I was very impressed how genuine she was in listening to my concern and taking action. At my request, and without any hesitation, she contacted other hotels in the area for a transfer. I was also given the Hilton Guest Assistance contact number to pursue further follow up, since there was no manager on duty at that time in the evening. It was shocking to me how sincere the Guest Assistance representative was in dealing with my issue as well. I was told what would happen in the morning when the manager arrived, and I was told what the escalation steps would be if I was not subsequently satisfied. All of this was discussed in a matter of minutes, and not a long drawn out phone call. The next morning I met the manager and things were readily taken care of. Not only did the manager follow up with me, but so did the Guest Assistance representative, and so did the maintenance personnel. Everyone I spoke with, including the housekeeping, the morning chef, and the waitress was completely professional and had my best interest in mind. I became a Hilton believer that weekend and whenever we stay in Kankakee, this hotel is the first one we check for availability.

Staff was uncaring and unfriendly! We held a few meetings there and the staff did very little to help. Staff made you feel like they could care less about your needs. The rooms were dirty and unattended. They have a great facility with so much potential but the staff is very unprofessional and have no idea what it takes to be customer oriented. they made us feel like we were a burden and inconvenience to them.

This hotel is clean and has nice rooms, however if you are looking to stay at a family friendly hotel this is not the place for you. We met family for our Christmas holidays and there is no place for you to gather. We were told we could use the lobby and staff complained because we were to loud. No tables for eating unless you use there restaurant. The pool is very small, the pool water was freezing and the hot tub scalding. When asked if they could turn up the heat in pool area was told they couldn't. It is over priced. We stay in hotels at least once a month and we stay in much nicer places for less money and get free breakfast!