Chicago Marriott Naperville — Attraction in Naperville

What you see is not what you get. Travelled solo here last week for business, staying in standard king room for several days. Standard room was more than adequate on last visit and I knew that I would have room to work at desk and unwind later in a comfy chair & ottoman. After unpacking, went to sit down to read and noted there was no comfy chair. It was late, but I really didn't want to spend 4 days stuck on a lumpy bed or perched in the desk chair. The next morning, when I asked about the comfy chair, the front desk staff told me that chairs are only in suites and I could jolly well sit at the desk. I explained that the room descriptions for standard high, low, and corners rooms all describe and show an "oversized chair with ottoman". Nevertheless, I was dismissed with this lie to my face. No apology or resolution was offered. After two days, when I knew the hotel was not fully booked, I asked for at least an ottoman so I could sit on it to stretch in the morning. Again, was told that their rooms don't have chairs or ottomans. I have stayed in their standard room. It's just not true. I guess they couldn't be bothered to quickly solve the problem by moving an ottoman to my room. I didn't throw a fit, but maybe that's what you have to do if you are a woman traveling alone. Upon check-out, when asked, I again mentioned my disappointment with the room furnishings and subsequent non-responsiveness again. Follow up was promised, but hasn't happened. Positives: Room at end of hall was quiet Daily cleaning was excellent and showed attentiveness to details. Fitness Center has a nice variety of equipment. Starbucks on site-- quick and easy to order through app. Negatives Room not as described, missing basic furnishings promoted and that matter for a comfortable, relaxing stay. Bath is really only designed for one person. 2" clearance between toilet and door. Glad my SO was not also trying to get ready in the morning because there is not room for 2 in the tight quarters. Shower is 24' wide--hard to even raise your arms. Box spring covering is in tatters. Mattress is lumpy and in need of replacement. Staff doesn't know what their rooms offer & don't care about finding solutions to address guest concerns.

I just don't understand the high ratings, at least for a standard rooms at a premium price. I have stayed in most of the other hotels in the area as I travel here frequently for business and family, If you have Marriott status, the hotel is probably fine in a suite or on a concierge floor. For the rest of us, consider your...

We recently reserved a block of rooms for guests to book for our daughter’s upcoming wedding at the end of June. Rachel showed us rooms and answered all of our questions. She helped us see that the Chicago Marriott Naperville was the perfect choice for us. We were thrilled with the amenities that were available to our guests including an in house Starbucks, full service bar, well stock breakfast buffet with a separate room for our guest to gather in as they ate, and a large gathering area in the lobby. As we approached the wedding date Kim kept us informed as to how many rooms we had booked and even shared the names of which of our guests were staying. Kim helped us coordinate a breakfast the morning after for our guests. We wanted to provide a prepaid coupon for each guest. She handled this for us and our guests thoroughly enjoyed the buffet breakfast the next morning - especially the omelet station. We had Welcome Bags for each room of our guests. When we dropped them off on Thursday the front desk was so accommodating to us. They set up a table and arranged them so that our guest would be sure to receive one. We had 40 rooms reserved so this was quite a lot of bags but they graciously accepted them and acted as if this was no problem to them. That same morning we asked about where the shuttle bus would pick up our guest to take them to our venue, and they created 2 signs that were visible to our guests as they checked in. This helped keep everyone in our party informed. Saturday evening after the wedding we returned and the bar stayed open until 2:00. They normally closed at 1:00 but when my husband spoke with them they accommodated his request to remain open later than usual. The bartenders were efficient, made great drinks, and even stored our daughter’s wedding cake overnight in the bar refrigerator. They were friendly and engaged in conversation with our guests. They were great! Our rooms were well appointed, clean and ours was quite large. We had an exceptional experience during our stay. Thank you for being a part of our very...

I was staying at the hotel for my sisters wedding and business as well and upon check In there was only one young girl checking people in and there were several people trying to check in, it took a long time for her to check us in and there was no Manager presence to be seen or support. We had a victuals function after my sisters wedding and had reserved the room. Upon arrival they were not ready for us and did not know we were coming. There were still people from another function in there and a the tables were dirty. They scrambled to get the room together. Not a very comfortable room as well. They hurried to get orders taken it was very uncomfortable. The food was Marginal at best and service way worse. Later in the evening we had a drink at the bar and my brother had ordered a beer and they poured the beer but he realized that was not the one he added and the bartender replied we your not getting another one and refused to serve him. Then yhe Manager came over and angrily poured one but he didn't want it as they were so rude. We tried to express our dossapoinent with the manager and she was more rude than the bartender. They were in s hurry to leave the manager ignored us and continued in an abrupt manner to show liquor bottle in cabinets, they were obviously in a hurry to leave. It was 15 minutes before closing. I forgot the names of the staff. It was on Saturday night the 16th. The next night we returned and expressed our issue to the bartender working Sumday night and she was blown away by what we told her. She was phenomenal along with the server. She bought us a dessert and apologized for our experience. She was a professional. I am a Corporate Chef and work in the industry and Travel all over. If his were my people I would have let them go on the spot. I just could not believe it. Thus hotel obviously has some leadership issues. I never complain unless there is a major issue and I believe this to be...