Its Seldom I really flame a Marriott Property: this was inexcusable
I have stayed at this hotel before without any problems. I am a Marriott Platinum member, so I always get placed on the Concierge floor. This time the hotel checked me into Room 420 on the top floor. When it was time to go to bed, I found the bed to be HARD AS A ROCK. I was used to the luxurious Marriott Beds (they sell the mattresses), but this thing was impossible. It was late and I ended up sleeping on the Duvet Cover for some padding. When I reported this they said they would take care of it. The next day after work (after getting little sleep the night before), I tested the bed. Another very thin pad had been placed on the bed. I had had it. I called the Manager to come to the room and housekeeping. The housekeeper was fantastic. She knew just want to do. While she was padding my mattress I noticed something unusual. The tag on the mattress said "Beauty Rest, Custom Made for Hyatt Hotels." This particular hotel had not been a Hyatt since 2003!! (And who knows how long the mattress had been there, so it was AT LEAST 10 years old). The manager explained he was sorry but that they had "budgeted" for new mattresses. COME ON. This hotel charges Michigan Avenue rates and is NOT close to downtown. I could not believe it. 
On the positive side, the host in the Concierge Lounge was incredible. The breakfast was amazing and the service was great.
Finally when I checked out, I noticed an added room charge. I complained and was told I would have to come down to the desk at check out. I gave the erroneous bill to the desk staff. She looked at it and I told her which one was billed erroneously. Then she said "what day is that..." Good grief.. she was LOOKING at the bill. Finally just said "Take the charge off now". 
I guess from talking to the manager that it is hit or miss whether you can a new or an old mattress. And after all, a good nights sleep is a BASIC requirement for business travel. I will not stay here again... period... obviously customer comfort is not #1.
And what did I get my all this trouble? 1,000 extra points. That's it, Marriott UIC.. None of my business for you!