I had made a reservation 10 days prior via booking.com. When I arrived the woman at the front (Eva) stated there were no rooms and that they had no reservation under my name or confirmation number. My 7-year-old son and I had made a long trip from Memphis, TN and arrived late at night. She demonstrated no sympathy and seemed to have no motivation to help us. I left the hotel to try and find a place to stay and called customer service at booking.com. The agent from booking.com called Best Western to confirm my story. She spoke with Eva at BW Naperville and Eva told the agent from booking.com that I had already checked in. I don't know what kind of scam this hotel is running but to tell them a flat out lie while I was stranded without a place to stay is awful. I decided to return to BW Naperville with booking.com on speaker phone and magically BW Naperville had the room that I reserved.

This hotel is in desparate need of a renovation. I traveled with a group via Diamond Tours. We weren't made away of the accomodations until two days prior to departure. Pulling up, I was immediately disappointed. There was a stuffiness to the room, and a slight odor. I immediately sprayed air freshner. I honestly wasn't aware that Best Western was still in business. I would not recommend this location to anyone until upgrades are made. The breakfast area was small and closed off. It wasn't a welcoming area to eat. Our group had several issues, water not working, mold in some rooms, air conditioning not working. The bathroom made me happy that I travel with shower shoes. Overall, it wasn't a pleasant stay.

Here’s a more professional and firm version of your message:⸻I would like to formally address two concerning interactions I have had with an employee named Joy.During my first experience, I had previously communicated with the manager regarding a suitcase I had left at the hotel. When I returned to retrieve my belongings, Joy informed me that I would not be able to collect my property until the following morning. When I respectfully asked for clarification, she responded, “because you have to,” without providing a clear explanation. I ultimately had to contact the manager directly in order to retrieve my belongings.Unfortunately, I experienced another issue during a separate stay. After accidentally locking myself out of my room, I went to the lobby for assistance but found no one at the front desk for approximately 10 minutes. I then located Joy in the dining area, where she was eating and engaging in personal activity with her boyfriend in view of guests. I politely explained that I had locked myself out and requested a new room key. She responded that she would assist me in five minutes. I waited approximately 15 minutes while she continued her personal time before finally receiving assistance.I have consistently received excellent customer service from other staff members, which makes these experiences stand out even more. I believe this employee would benefit from additional training in professionalism, guest relations, and responsiveness. I share this feedback in hopes that it will help improve the overall guest experience moving forward.Thank you for your attention to this matter.

I had an enjoyable two night stay at Best Western in Naperville, IL. There were 40 of us on the trip. Hotel staff very friendly and welcoming. Rooms were very clean and cleaned next day while we were gone. Breakfast both mornings were excellent. Lots of choices, hot and fresh. A wonderful place to stay for business or leisure.

We had an amazing experience at Best Western Inn Naperville. The front desk attendant greeted us with genuine warmth, making check-in smooth and pleasant. Our room was fresh, spotless, and comfortable.What stood out most was the exceptional hospitality — the staff allowed our family to gather in the breakfast area late at night, creating a memorable moment for our trip.If you’re traveling to Naperville and want a clean, comfortable, and welcoming hotel near I-88 and downtown Naperville, Best Western Inn is a great choice for families, couples, and business travelers.