Sheraton Grand Chicago Riverwalk — Hotel in Chicago

I reserved 2 rooms at the Sheraton Grand Chicago Riverwalk as a Christmas gift for my father and uncle to attend the Cubs Convention together, and I'm sad to say what a disappointing experience we had, from initial booking to check-out. I reserved a Friday room through my work travel agent, as the Cubs Convention was no longer offering Friday night for 3 guests, despite rooms still being available. Upon booking a Saturday night room through the Cubs Convention, I did not receive an email confirmation or charge on my card for multiple days. I was able to see the room in my Bonvoy app, but it displayed a total charge that included $80+ in taxes on top of the rate I'd agreed to on the booking website (which indicated taxes were included), leaving me wondering if I'd be charged additional fees. Eventually the confirmation was delivered, and charge for the correct amount posted to my card. Weeks later, the Convention program was published less than one week prior to the event, and I discovered that vast majority of programming for the weekend concluded at 4:40pm on Saturday, with only limited-capacity bingo and karaoke late that evening, and a small-room session themed around MLK Jr. and a Youth Clinic on Sunday morning. I realized there was no reason for us to stay Saturday night, and began calling 4 days out to cancel my Saturday night room for a partial refund. After navigating the customer service phone menu, Bonvoy customer service directed me to the front desk, which directed me to group housing, where I left a voicemail in the mailbox of Destiny, which was never returned. I continued calling back multiple times each day and leaving repeated voicemails to the same mailbox, and eventually resorted to asking for group housing management. At this point, I was able to speak with and explain the situation to a manager named Brittany, who informed me the reservation change cut-off was January 3rd, before the Convention program was even published. Brittany let me know Marriott could not issue a refund for group housing, and they could only move my reservation back to Sunday night, not upward to replace my Friday night reservation, and assured me it was not due to availability, but rather due to an inexplicably bureaucratic policy. I was left footing the bill for a Saturday night room I did not need or use, and that I had attempted multiple times to modify or cancel in advance of Marriott's 72-hour cancellation window. In addition, my father, uncle, and I had further negative experiences worth noting over the course of the weekend: our floor never once had ice in its ice machine, room service locked us out of our Friday night room before our Saturday check-out time with our bags still inside, and the hotel staff left the ballroom doors open as a drunken crowd gathered outside the ballroom, making it near-impossible to hear the final convention panel. Icing on the cake: I have since noticed a phantom $80+ charge on my card with no invoice available via email or Bonvoy as an explanation, which I assume is for the taxes that the initial booking site indicated were included in my initial reservation.

Needless to say, I have now had to open 2 transaction disputes with my credit card company, and if Marriott does not provide a refund for my Saturday night room charge and Friday night tax charge, I will be actively avoiding and advocating against staying at any and all Bonvoy properties for personal or work travel in the future. If you've made it to the bottom of this review, you'll understand why I say beware this location, and Marriott's (lack of) customer...

I have reached out direclty to this hotel's operations manager through Bonvoy and they have not responded back to my email. I write this review so that this hotel can actually improve their standards and quality to meet critera of true Marriott property.

Initially, I was upset that there was a discrepancy regarding what the Marriott Bonvoy website destination fee specified and the white slip our check in specialist provided. The $15 dollar maximum for food and drinks was not clearly specified. I feel that the white slip needs to be clearer.

Second, I had initially checked in online through the Bonvoy app. I went to the mobile check in line, and was yelled at by a staff member that I was not in line. She very rude in her demeanor. While I waited in line, the general check in line was moving much quicker so I eventuall had to move in there. This clearly does not make any sense as the point of mobile check in to expedite the general process. I was not impressed with the rudeness of the mobile check in staff. They need to be re-educatio on general ettiquette and manners. When consumers and customers are coming in from long travel, the last thing they want is to be addressed by rude staff regardless of stressful of a day it maybe.

Thirdly, I used the Bonvoy app messaging system to notify the hotel that my wife and I were going out for a wedding. During that time, we asked that our room be cleaned. I received notification that they would let housekeeping know and send someone to clean our room. We were gone for about 4 to 4.5 hours. Whenever we returned our room was not clean. My wife called downstairs and was met with resistance when she asked why our room was not cleaned, whenever we had received confirmation that house keeping was coming. The clerk downstairs was rude and acustory towards and my wife and told her house keeping during select hours was not gauranteed. Ultimately someone did eventually come up soon after; however, we were getting ready for a wedding reception during that time. The rudeness and acustory tone of the staff mixed in with the lack of organization was very angering.

Forth, whenever my wife and I returned from wedding reception we attended, we ordered DoorDash for food. Whenever the food returned, I noticed there was no silverware. I went to front desk and asked about silverware. I was told to go over to another desk to pick up silverware; however, no one was there. I waited for about 10 minutes. I then went up stairs and called the phone and told the staff member what I was told. Once again she was acustory and retorted, " I never told anyone to go to other desk." Eventually I had to go back down and pick up silverware. This whole process with lack of effective and clear communication and lack of manners was once again very frustrating.

Otherwise, the ammenities were alright and the front door man was very nice. I write this review not expecting any compensation or anything in return. Really, I hope this type of feedback is taken seriously by the hotel to change the way it runs operations and assess staff members and their roles. There are many hotel options in downtown Chicago that are walking distance from local attractions. If things don't change it would be hard to choose this over any properties in the area. I really hope the management takes this is a form of valuable feedback to help its consumers in...

Overall, my stay at this hotel was good. The rooms were nice, the beds were comfortable, the vibes are great, the front desk is incredibly friendly and accomodating, and everything is clean. I didn't have a chance to eat at the breakfast restaurant or the steak restaurant, but both looked pretty packed at all times and I heard good things. Next time, I'd try those out. The location is absolutely AMAZING, I really enjoyed going to the bottom floor and sitting by the river to have a coffee. That made my stay memorable. For Lollapalooza goers, the walk is a little far, but definitely doable.

However, I did have some issues I can't go without speaking on. From the first day of my 4 night, 5 day stay, I realized there was no body wash in the shower. The shampoo and conditioner were full, but the body wash was completely empty. Wasn't refilled throughout my whole stay. Next, the housekeeping staff did a decent job when they came in and cleaned, but they didn't change my sheets during my stay there - they only made the bed. I guess I expected for the sheets to be changed once within 4 nights? I also had several awkward encounters with the housekeeping team... 4 out of 5 of my days they would be lingering in the hallway (NOT cleaning, lingering, standing, chatting). It got to the point where I didn't want to leave my room, even with the do not disturb sign, because he watched me go in and out of the room every time - literally like he was waiting to watch me leave. While I understand this might sound ridiculous, I am also a solo female traveler, and these people have a master key to get into my room. I will not apologize for trusting my gut that the man staring at me as I walked in and out of my room over the course of 2 hours gave me a bad vibe. Next, on my last day, I brought my suitcase down for the hotel to hold until my flight time. I left the room 45 minutes prior to my checkout time (11:15am) and by 11:25am I realized I had left a ring in the room. I immediately went back up to get it as I still had my room key and it was still my room for 35 more minutes, but I walked in to housekeeping already cleaning my room. How'd they know I left so early? When I asked to go back in MY room to retrieve my item, the man acted like I had asked to do something insane. Eventually he let me in to find my ring. I'd understand if he wanted to verify this was my room or whatever - but there was no privacy/security issue on his mind, he was just being rude because I interrupted him cleaning and scanned every inch of the room for my ring.

These issues didn't ruin my stay, I was much too busy doing the things I had come to Chicago to do and enjoying them, but looking back it makes me feel as if i'm not sure i'd stay here again. The redeeming qualities would be the hotel's overall vibe, the views of the river, the bottom floor tables by the river, and the kind...