Four Points by Sheraton Buffalo Grove — Hotel in Buffalo Grove

We chose Four Points by Sheraton Buffalo Grove to book our wedding block based on a combination of reading past reviews and conversations with various hotels. They had the best reviews in our opinion, and the lady in charge of wedding blocks and events at the time, Brenda, was much less pushy and much friendlier than the rest. About a week after signing our contract, however, Brenda was replaced by Angela. We were concerned at first, but only for a moment as we soon learned that Angela was AMAZING. If an issue came up, she would fix it. She could answer any of our questions, she kept us in the loop every step of the way, and made us feel confident in our choice of hotel. There were some issues. The hotel and the wedding department are a bit disconnected, so unless we were speaking with Angela, the workers at the hotel didn't have much of an idea about what was going on with our block. Angela was able to smooth over these issues easily. Next, we decided to book the meeting rooms to hold our wedding rehearsal and rehearsal dinner. Angela came through AGAIN, walking us through all of our options and making us feel comfortable with our decisions. Fast forward several months, just before we were about to check in, we called Angela to confirm some last-minute details and were SHOCKED to learn that Angela was no longer with the hotel. From what we could gather between Angela and the staff at the hotel, it was a completely unexpected occurrence. I truly believe whoever made that decision made the worst possible choice in doing so. Our one contact who knew all of our details was gone. We checked into our rooms the night before the wedding with Mary at the front desk and spoke with the General Manager Michael about the situation, and they both expressed great sympathy and went out of their way to make our stay as good as possible for us and our guests and compensated us for the unexpected change in service. The rehearsal dinner ran smoothly and without issues thanks to Michael's efforts. The food was also delicious! Unfortunately, we had an issue with the "bridal suite" (room 1139), which is actually just a normal room with a hook on the wall to hang dresses from and an extra large mirror. The bathroom smelled of cigarette smoke. It wasn't bad at first, but overnight the smell seeped out into the room, and while the bridal party was getting ready in the morning, the smell started to become unbearable especially for my bride's mother with asthma. We learned that the bathroom vent leads directly outside to a corner of the building where people often take smoke breaks. I went to the front desk which now had the morning staff working and very simply explained the situation and requested that they move our room for the night of our wedding to my room, rather than the bridal suite. I don't remember their names, but their exact response was "Okay, just let the front desk know." I was literally at the front desk. Letting them know. They quickly jumped on the computer, and I assumed they had resolved the situation. We moved all of the luggage to my room and left for the wedding. We were wrong. They hadn't done anything, and when we returned, we were locked out of my room. Angry and afraid that our stuff may have been thrown out, I went to the front desk and was happy to see that Mary was back. She assured me our items would still be there and got me a working keycard. We got into the room, changed, and started to settle in. When I went to make sure everything was alright with our room switch, I was introduced to the other manager, Lisa. Lisa was not helpful and seemed to barely grasp the simple concept of "this room smells like cigarettes and the other one doesn't, we want to stay in the room that doesn't." I explained it to her at least 5 times, and Mary did her best to help me, but Lisa just kept saying she didn't understand and eventually moved us to a third room upstairs and on the complete other side of the hotel. Would only recommend if you got extremely lucky and only had to deal with the competent people...

Due to the situation that happened with this hotel I will never stay at another Marriott family hotel. I arrived right before midnight on July 30th, flying from Seattle to Chicago, and the lady at the front desk told me my reservation had been canceled. I was with my 12 year old son. Lallapaloosa was in town and they had oversold the hotel. I've been a loyal Bonvoy customer for years, I am lifetime gold elite, and the front desk lady had taken the phone off the hook because the situation was so bad she didn't want to answer phone of irate customers anymore from all the cancelations. She was rude, gave me a customer service number to call and get me into another hotel, and the only availabilities were 2-3 hours away. The customer service representative also tried to call Four Points Sheraton front desk to discuss this issue, and she came back on the line and said she couldn't get through to the hotel. I said, "Yes, they have the phone off the hook." I ended up staying in a disgusting Motel 6. When I called Marriott and the Sheraton to complain and get compensated, they called the Four Points hotel manager and he told them the reason my reservation was canceled was because my card was declined. They then said they will do nothing for me. This is a flat out lie, which was proven when another Marriott customer service agent could see I stayed in two Marriott family hotels immediately after that and there were no issues with the same card. This was just the beginning of absolute deplorable customer service and response from Marriott and Sheraton. After a month of trying to get reimbursed, opening multiple case numbers, it got me absolutely nowhere. They keep saying they need to call the hotel, who continues to lie, and when I was told I would be reimbursed 90k points in a week for all the trouble, when I called back after not seeing any points, they said they can offer me 10k points. That's a lunch boys. So I am done. Really, really disappointed it had to come to this. I am a government contractor with multiple employees who constantly use Marriott hotels, and I will be telling them what happened and moving everyone to Hiltons...

This was far from a typical Marriott experience. While the front desk staff was friendly and apologetic, they admitted there was little they could do — and even mentioned that another guest had already complained and ended their stay early, which says a lot.

The hotel is clearly poorly maintained and mismanaged:

Landscaping was neglected — lawns were mowed, but the rest was overgrown or weedy and ignored. The parking lot had grass and weeds growing from every crack, giving the whole place a rundown look.

Exterior paint was peeling, especially on trim and entry areas.

All side entrances were broken — none of the keycard readers worked, forcing every guest to enter through the main lobby. I was told this had been the case for over a week following some kind of incident, with no resolution in sight.

I was assigned to the second floor without being told the elevator was out of service.

The guest room was okay, but the desk area smelled strongly of curry, which turned out to be the source of an odd odor in the room.

The TV worked, but lacked the usual Marriott streaming options (Netflix, Prime, etc.).

The phone in the room didn’t work, which I discovered when trying to call about the non-functional Wi-Fi.

When I asked the front desk about Internet access, the response was simply: “It won’t be restored in the near term.” No ETA. No workaround. Just… too bad.

The breakfast area vibe was odd and unwelcoming, not at all like what I’ve come to expect from a Four Points.

To be clear, the staff was doing their best, but it’s obvious the franchise management for this location doesn’t care. This property is nowhere near Marriott’s standards or expectations — it felt much closer to a budget chain experience than a Marriott or Four Points. This isn’t just about one or two issues — it’s a clear pattern of neglect and lack of accountability. The franchise owner and management team should be embarrassed.

I’m a long-time Marriott guest. Unfortunately, this stay completely...