Cinemark West Dundee

Overall, the hotel was in a good and convenient location, but unfortunately, my experience with the property itself was disappointing. Check-in took much longer than expected, and there was a long wait before I was able to get settled. Upon walking into the hotel, I immediately noticed an unpleasant smell that did not give the impression of a clean property. Unfortunately, the room had a similar smell and did not feel or smell as clean as I would have expected. The room also did not look as advertised and was much smaller than it appeared in the photos. Another major issue was trying to contact the front desk. I attempted several times to call from the room for towels and general information, but the phone would only beep and would not connect or even ring. I also tried calling the hotel from my cell phone and experienced the same issue. It was extremely difficult to reach anyone unless I physically went down to the front desk. The location was definitely a positive, but the overall customer service, housekeeping, cleanliness, and communication need significant improvement. With better attention to these areas, the guest experience could be much better.