Hilton Garden Inn Naperville/Warrenville

341 reviews

• Y

  YOSI

  IL · solo_traveller · Oct 2026

  10/10
• VC

  Vishnu Chander

  US · family_with_children · Oct 2026

  2/10

  Location

  **Extremely Disappointing Experience – Poor Service and Unfulfilled Refund Promise** **Stay: August 22–23, 2026 | Booked through Booking.com** I booked this hotel expecting the usual Hilton standards, especially after excellent experiences at other Hilton properties. Unfortunately, this stay was extremely disappointing. We checked in with our 9-month-old infant, only to find bugs in our room. The night-shift employee was understanding, acknowledged the issue, contacted the manager, and tried to arrange another hotel. However, the only available option was 30 miles away. She apologized and promised a refund for the night. **We ended up spending almost the entire night in the lobby and our car with our baby, finally getting into a room around 6 AM.** At checkout, the day-shift staff refused to acknowledge the issue and argued with us. When I later called about the promised refund, they repeatedly claimed that CCTV showed we stayed until 11 AM. Despite asking them to review the footage before 6 AM to see where we had spent the night with our infant, they refused to address my actual concern. **The issue isn't when we checked out, but that we couldn't use the room for almost the entire night despite paying for it.** I genuinely regret booking this hotel. The lack of cleanliness, poor customer service, and refusal to honor a promised refund were extremely disappointing. I appreciate the night-shift employee's efforts, but the overall experience was unacceptable. **I simply expect the hotel to honor its commitment and refund the night we couldn't properly use the room.**

• Z

  Zealena

  US · couple · Aug 2026

  5/10

  Over priced, room not clean and the vibes was off..

  The lobby was nice

  Condition of room..smell, dirt and pull out bed had recent stains .

• W

  william

  US · solo_traveller · Aug 2026

  5/10

  We love dogs but...

  The staff generally. Area is great- this is our 3rd stay. Pond is a great feature.A 75 year old desk clerk was so much appreciated by us. She really made us feel welcome. Several others were also great and lived up to the little saying on the card at the desk. But, again, the dog ruined it for us.

  The large dog next door which was unattended almost all day and which would howl for 20-30 minutes and then sleep for 15 more. And repeat that cycle for hours. It was anxious I am sure but this was unacceptable. Staff did not have a phone number to call the owner. It became our problem and not the clerk's on duty.

• A

  amelulu

  HARTLAND, WISCONSIN · Family · Aug 2026

  6/10

  Convenient Location, Quiet and Comfy but could use a little updating

  Convenient location off the tollway but with enough distance to be fairly quiet. The hotel is a little "long in the tooth" with needing some carpeting updates on the elevators, hallway and lobby areas. Also, I felt the hotel staff could do a better job on cleaning/maintaining parking lot and entry areas as there was quite a bit of trash in the lot, the common area trash cans and the entrance lobby doors and windows need a good cleaning (as well as room windows)! We arrived 30 mins prior to the 3 pm check-in time and were exhausted from our travel; Nora was very kind and accommodating to get us into a comparable room from the one I preselected on line which was still being cleaned when we arrived. We were very appreciative of her suggestions and efforts. Our room was clean and quiet but upon arrival, the room had a musty smell. After running the a/c and opening the window later, it did improve.