CONVENIENCE ISN'T EVERYTHING
This is the first time I have written a review on Trip Advisor. It is also the first time in over 20 years I have been disgusted with a Marriott property, especially a "Marriott" branded venue.
We are Gold Elite members who attended a family wedding this past weekend in Chicago. The wedding ceremony, reception and dinner dance were held at this hotel.
I have some particular needs as a result of a health problem. The assigned room was as reserved. Shortly after checking in we discovered the air conditioning was not working. This presents not only an annoying discomfort, but in my case a problem for a pulmonary patient. Without going into the details, it appears that all of the guest rooms are controlled by a system that can only provide central air OR heat, rather than each room being capable of being set to the preference and comfort of the guest. The week before it had been in the low 80s in Chicago. This room was a virtual sweatbox from the time we checked in until about 10:00 PM - apparently enough guests "screamed loud enough" so that the system was reverted to A/C. All the while, the halls and common areas were comfortably cool.
The next morning I discovered that, while the rest of Chicago has pretty good water pressure, this hotel does not; the diverters in the shower heads may conserve water but it is at the expense of the guest's comfort, especially in a handicap room. Next, the toilet clogged and threatened to back up with one more flush. At 10:00 AM I left the room and went to the front desk. I SPECIFICALLY requested fairly immediate housekeeping service to make up the room and maintenance to attend to the plumbing. It was my intent (based on need) to return in the early afternoon for a nap. At 2:30 PM I returned to the room to find that it had not been touched and was exactly as I left it including the "untidy bowl."
I went to the now open gold elite desk to voice my extreme displeasure (actually, I suggested that if I set a fire in the middle of the room, someone might pay some attention to it) and was assured that it would be taken care of immediately. I waited a half-hour, returned to the room to find that the plumbing problem was fixed and that was all. Back to the desk with fire in my eye - I finally got into the made up room at 4:00 PM after killing almost 2 hours in the lobby.
Having said the foregoing, I must add that each and every member of the staff was most pleasent, strived to be helpful and tried to accommodate, the only exception being that most of them simply lied about the status of the A/C. As an appeasement, my bill was adjusted.
While the staff was most pleasent and the hotel is extremely conveniently located, I would not return to this facility. At their prices, you can do better.