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Overall a very nice hotel with very good customer service. Front desk was attentive and very helpful. I arrived early on a morning flight. They took my cell number and contacted me when the room was available which was very helpful. Allowed for me to travel Evanston. This is a boutique hotel with individual charm thus you need to appreciate its character to enjoy. Rooms are well furnished and comfortable. Small in comparison but this is due to the nature of the building age. Bed was comfortable. Safe in closet was nice. Bathroom was spacious and shower was comfortable. TV entertainment was good and reliable. WiFi was good and reliable. Free Wi-Fi which was nice. They have a bar area downstairs which is nice for casual gathering. Homestead Resturant is good. A little pricey for the quality but comfortable. Service was very good. The hotel is within blocks of the University and this makes the hotel an excellent location. There is free street parking for 2 or so hours at a time (and overnight) otherwise you can valet park. Reasonable price compared to Chicago. Overall very good experience. I’ve stayed there on multiple occasions. I’ve enjoyed it each time.

The location of the hotel is excellent, about 5 minutes from Northwest University, there are more restaurants downstairs, food supermarkets are also available, and the variety is also rich. The breakfast at the hotel was too simple. The room TV had no Chinese. The air conditioning sound was louder at night, but the rooms were new, clean and tidy, and the comfort was very good. If you go to Northwestern University, this hotel is a good choice.

My husband and I stayed at the Hilton Garden Inn in Evanston for my daughter’s 7th birthday, along with our younger daughter who is 5. We wanted to stay somewhere that had a pool, restaurants/shops/nightlife accessible and also close access to the beach. We found all of this when we stayed at the Hilton Garden Inn! I really can’t say enough great things about this hotel. First: the location. It’s situated one block away from downtown Evanston, one of the best neighborhoods in the state of IL. There are limitless things to do and places to eat with the kids. Second: the hotel staff. They were so kind and accommodating! Cathy at the front desk knew it was my daughters birthday, wished her a happy birthday, and gave both my daughters a free treat to celebrate. There was always a staff member around to help, from someone servicing the pool to the guy that helped me get complimentary coffee in the lobby. Just a pleasure! They were so helpful and happy to help, I got the sense of being part of one big family while we were staying there. Third: the room. It was so clean with so many thoughtful component included to make our stay more comfortable. The were communications posted throughout the room notifying us of when/how the room was sanitized. All the complimentary toiletries were upscale and there was enough for my whole family. There’s just so many positive things about this hotel, a true gem, if you are looking for something in this area, it’s everything you are looking for and more.

This hotel is in a good location in Evanston and would be nice if it were accessible. There are two sets of stairs to get inside, and the lift was out of order. There was merely a sign that stated “Out of order. We apologize for the inconvenience.” My friend is a wheelchair-user and could only gain access to the hotel by going up and down an incredibly steep ramp in the parking garage meant for cars — not people. We informed the front desk and asked for another entrance and exit and were told the unsafe parking garage ramp for cars is the only way in and out that avoids stairs besides the lift. They told us the lift has been out of order for “a few days” and they only called an engineer once we told them about it. This is unacceptable — completely inaccessible hotel and fixing the lift clearly was not their priority. Also, one of the hotel staff was not helpful when we asked for assistance with our bags (we are both disabled and cannot carry them). She simply brushed us off and told us to ask security (there was no security person to help). This hotel really needs to improve their accessibility and disability practices as they are excluding a large percentage of the population and as a result, losing customers.

Stayed 3 nights at this hotel as a Hilton Honors Gold guest with $30 Food and Beverage credit per night. Encountered outrageous issues enumerated below: 1) Checked in just after mid-night when valet has already closed. I eChecked from Hilton app and received digital key ahead of time but stopped by the front desk to make sure she has my car key for the Valet in the morning. She made a few keys which I sent my husband with so that he can get into the room to unpack as I stayed behind to fill out the paperwork for the car. He opened the room door to guests already asleep and both parties were shocked. The guests staying in my room called down to the front desk, and the only employee at the time started explaining why this may have happened. In that process, my FULL name was shared with people who are sleeping in the room I was assigned to and I learned the name of the other guest and that of her husband. The receptionist was completely frazzled, so I decided to report this to front desk the next morning. I was offered free Valet Parking during my stay. 2) There was NO restaurant onsite and no way for me to spend my Food and Beverage credit except at the self-service snack bar at the corner. I looked at the selection and inquired what my options are if I didn't want anything from the bar. I was told that I can purchase Hilton points with the F&B credit at check out, which I attempted to do. The receptionist told me that their record showed I purchased a bunch of snacks upon check in...I never even walked towards that area as I was dealing with the wrong room fiasco. I was promised to be made whole before they apply the $90 credit towards Hilton points. 3) After four emailed receipts after check out with a balance that finally showed 0, I waited a few days before I called Hilton Customer Service to check as I still haven't seen the point purchase. I was on hold with the first agent for 20 min as she supposedly called the hotel to check. She then told me she's transferring me to another agent to open a case. This was not a warm-hand-off, so I had to tell the story all over again, as the agent appeared to be soothing a crying baby at the same time. I was then again put on hold, for another 20 min, only to be transferred to the hotel reception to tell me that they now show I made snack purchase on the first night of my check in AND AGAIN upon check out, so there's no credit that they can apply towards point purchase. NOW..I don't know how to prove that I wouldn't touch the crap they have in that sad little corner they call snack bar, I'd like to know how HILTON can prove that I made those purchase. At this juncture, I'm putting this behind me. Stay away from this hotel...actually, given my experience with Hilton Customer Service, I'd say stay away from Hilton altogether.

The Gem Suites is a great place to stay in Evanston! Ideal for parents of NW students or if you are touring the university as it’s under a 10 min drive. Close to Loyola too and easy drive to Chicago. It’s only been open 2 months converted from an assisted living facility, which kind of makes sense when you see the layout. The vibe is a little odd, but it is very clean, you get a full apartment with washer/dryer kitchenette, and the staff went above and beyond. Breakfast was included and was amazing served across the street in the associated museum. Would definitely stay again!

1Breakfast is too simple, 2 traffic needs to be planned in advance, the surrounding environment is OK. 3 Rooms have no drinking water except for 2 bottles of water on the first day. 4 To wash toothpaste toothbrushes need to bring their own.

Room was spacious with good sized bathroom. Check in was prompt and courteous despite arriving 2 hours earlier than expected. A big shout out to Carlos who graciously greeted us and was one of the finest front desk agents at a Hilton. He suggested 5th floor which placed above minor street noise. Hilton included breakfast was so so but not a surprise. Numerous restaurants were in easy walking distance of hotel. Would not hesitate to stay on next visit.

Hotel location is OK, the room is very comfortable, clean, the front desk service is very good, there is a 24-hour public coffee supply in the lobby on the first floor. The breakfast is quite rich in the American style, very warm.

The environment is good and the shopping is very convenient. You can cook and eat by yourself. This is my favorite place. The waiters are very nice.