Courtyard by Marriott Chicago Highland Park/Northbrook — Hotel in Highland Park

Our youngest daughter who we adopted from China 2 years ago when she was 15mths old, has a congenital birth defect. Before we adopted her we researched who and how we might be able to treat her once we were able to bring her home. The doctor who continued to be mentioned as the very best was Dr Bruce Bauer, pediatric plastic surgeon who practices at NorthShore Hospital in Highland Park. Our first visit to Chicago was in the Spring of 2013 and because of a pre-arranged discounted room rates for Dr Bauer's patients, we took advantage of the lower room rate. Being from the South, we are accustomed to polite hospitality and FALSLEY assumed we would not experience the same in the Mid-West. From my first call to the Courtyard when Abi answered and helped with our reservation, she totally understood our little girl would be having surgery and made sure we were to ask for anything we needed during our stay to make our stay as comfortable as possible. I have enjoyed sharing our positive experience with our friends and trying to correct the misperception which has become ingrained in our culture.

I have not looked back to see exactly how many nights we have now stayed with y'all over the last 18 months but our little girl has had 10 operations and we have probably stayed 60-70 nights at the Courtyard and never seriously considered staying anywhere else. She is now 3-1/2 and refers to our staying in our "hotel house" which she loves. From early on to the present each time she enters our room at your hotel she announce in her very excited voice "We are Hooooome". I have often thought how much Marriott would love to capture her reaction as a testimony from a child who just had surgery far from her family and real home to declare her room at your hotel was "Hoooome"! Over the last year and a half our needs have changed and your staff from Josh and Abi all the way through to housekeeping, everyone has extended genuine hospitality, the kind we are accustomed to here in the South. Thanks to everyone, including those behind the scenes who we never know about, for making Courtyard truly Hoooome away from Hooome for our family. We will look forward to seeing you again in the near future.

Blessings,

The Dennis Family From...

I ignored the 1st survey after speaking to a Marriott rep who issued me 20k pts as a apology/courtesy & then when received this one I just honestly filled it out. I had a scheduled 9day reservation here & before coming was issued a complimentary breakfast bistro from a rep to be added to my stay.When I inquired about it after arriving at the property it was downhill from there.I was not given an accurate answer for two days & then was issued an semi-approval email from the manager Rebekah stating “she didn’t know who have this to me,she was looking into it but for the time being she’d allow it.” Well that was not the Marriott response I had anticipated & when I spoke to customer care elite w/Marriott that wasn’t the response they would have liked their management to give either.This is why they with me those 20k points.I was very uncomfortable & almost embarrassed at her reply,needless to say during those 9days I never used it nor did I hear back from her to even explain or apologize for the response.Very unprofessional,uncouth to say to a guest paying almost 1k, again we’re talking about coffee & croissants.I thought loyalty really mattered to Marriott & for the record I luv their properties.Matter of fact I luv them so much that even after all that when we checked out there in Illinois when we arrived in Cordova TN guess where we check into? Yes another Marriott.I know that’s not what I advise others to do but I knew it was a isolated incident & refused to chalk it up to race.The Cordova property was wonderful & yes they gave me a complimentary bistro coffee & danish with professionalism & the excellent hospitality I’ve always experienced with Marriott. Unfortunately 20k is barely enough to stay at a nice property,they could have done so much better with this situation starting with the manager’s Rebekahs hospitality & customer...

The staff/desk person that checked us in was extremely pleasant and gave us a lot of information. The staff/desk person that came on later had an attitude problem and was working on her laptop and as I headed toward the "so called" continental breakfast area, I almost tripped over the cord that had her laptop plugged in. Luckily, I was able to catch myself. We were unable to shower since there was a water main break. Once it was repaired, we still couldn't shower because the water was ICE cold. The toilet was leaking and the channels that were to be free (Hbogo and Showtime) were not accessible on our TV though the rooms on either side of us were able to access those channels. The gentleman that came up to see what was wrong with the TV couldn't tell us anything, since he didn't know why it wasn't working. He said he would have to call the company. We were disappointed that the pool wasn't open and it wasn't noted on the website. The cleaning staff was wonderful and hard working. The room itself was clean and welcoming. The woman that checked us in was extremely pleasant. We just felt cheated because so much was wrong and not what we expected. We didn't expect to have to deal with so many issues; we had my father's funeral on our minds. I feel that we are owed a "free" stay for the days we were guests at another of their hotels that don't have so many problems. Our reason for our stay was heartbreaking as it was, we just didn't need all these...