Aloft Chicago O'Hare — Hotel in Leyden Township

As a elite Bonvoy member, I was told to go stay at another hotel by front desk, as she was’t able to resolve my issue with check-in. When I flagged that type of attitude is not helpful, and warrants a bad review, she said go ahead. Thus, here I am. Bonvoy members’ stays contribute to revenue to the group which are then draw down upon for ops expenses including payroll. Is that worth treating members like litter??

Despite having booked the one night layover stay, on last minute after flight rerouted, paid for with credit card tied to app, I was turned away from checkin despite having already mobile checked in. The issue was she insisted to see a physical card on site. This maybe the policy, and yet other Marriott properties around the country this week had understanding this was tricky for me to do, as I was pick pocketed on first day of my trip in nyc, and all replacement cards can only be sent to my home address in Asia, after my trip in US.

All other properties were helpful in trying to find other solutions, namely some listed below. The receptionist at this aloft turned away all, didn’t bring any new ideas, and told me to go to another hotel as nothing she can so, despite my booking! If she had taken a second to help brainstorm on new solutions, why would she turn away a Bonvoy loyal member of all?

Allow mobile checkin, as pre-auth charge can be charged there Show me where the closest atm is for cash withdrawal with debit card (which I still had) Call manager on duty for support Suggest I can pay with points Show her the virtual card details with CVv and have me then call my credit card company to verify I am the authorised card holder Fill out a form for preauth

… in fact there are a myriad of options if she was customer centric, rather than immediately defensive to say “cannot.” Why I the customer doing work to find solutions when we don’t work for the property?

What made matters WAY worse was despite trying to ask for help from Marriott call line (First Lady dropped my call as she didn’t understand what my issue was, Second Lady was immediately defensive saying nothing she can do to tell property level what to do), then end outcome was a really kind stranger walked over to ask why I was struggling in the lobby, and we posted the room charge to HIS CARD. That was the only way the reception allowed me to checkin. Even then, she had to even add salt to wound to say “if you had not just listened to procure a physical card.” What part of “I was robbed” did she not understand, instead of saying “wow I’m so sorry for the inconvenience, and unfortunately its company policy I have no Authroity to go over, but we will make sure to take care of the stranger guest who’s extending his help to you.”

Oh and then I for 3 bed bugs from the pillow that evening with a swollen ear lobe that still hasn’t subsided.

I’ve stayed in 100s of Marriotts around the world, but this is truly the first time I wasn’t allowed in and a stranger had to pay for me, despite booking and paying via app everywhere i go. Thanks for treating your loyal guests like utter...

I've now stayed at this hotel on two different occasions. The first time I had a rough stay due to some HVAC issues (notably because the window unit blasts directly into the face of one of the beds in a double queen room). That said, there were good elements of the hotel (more on that soon) and I thought I'd give the location another try. I have to admit I'm really disappointed...again.

First, let me start by saying this hotel has a good location. It's in Rosemont near a free shuttle to the Blue Line and other nearby destinations. It also has a youthful, fun feeling. But boy, this place is just not good at being an actual hotel.

I reserved a king room and was first checked into a room that turned out to be a handicap accessible room with a roll-in shower. Not ideal, but fine. Then I noticed a very large crack in the bathroom mirror (see photo). I am not sure how this ended up being missed during cleaning, but there it was. Not wanting to be charged for this crack, I went back down to the front desk to let the hotel know the crack was there. Not a deal breaker, and I explained I would be fine staying in the room. The desk clerk asked me to get my bags, return to the lobby, and change rooms - honestly, a completely reasonable request.

When I returned to the lobby, the desk clerk explained that the hotel was out of king rooms, and so I ended up in a room with two queen beds on the second floor. The only request that I made was to be away from the elevator.

If you like feeling like you are sleeping directly next to a highway, my second room is for you. Traffic noise is loud and constant due to the freeway being both nearby and near O'Hare, and insulation is poor. Still, I figured I could surely sleep through the noise.

I probably could have slept through the traffic noise, but then I heard what sounded like thumping bass from what I thought was the room next door. Since this was now 1:30am, I figured I might need to let the front desk know about the issue. I got dressed again and looked next door to see what room might be playing the thumping music. It turned out that the offender was...the lobby. Turns out that the hotel plays thumping bass music in the lobby at all hours of the night in the lobby and the second floor has an open staircase to the lobby to pipe that thumping bass music directly into hotel rooms. So much for being away from the elevator. Neat.

It is now 2:00am on the first night of my two-night stay and I wish I could report things have improved, but I might still need to request a third room for the evening. Bottom line: if you're a Marriott loyalist, there are several other Marriott branded properties in close proximity that will deliver a much better experience. If you're simply hoping to stay in Rosemont or near O'Hare, there are multiple properties by other brands in the same general location as this hotel that deliver a far better experience (I've stayed at...

Location The hotel's location is superb, especially if you need easy access to O'Hare International Airport. It's just a short shuttle ride away, which the hotel provides for free. I found the proximity to the MB Financial Park, connected by an enclosed walkway, to be incredibly convenient. This area offers a variety of dining and entertainment options, making it a perfect spot to unwind without needing to venture far.

Staff and Service The staff at Aloft Chicago O'Hare were exceptional. From the moment I checked in, I was greeted with friendly smiles and helpful attitudes. The front desk team was quick to provide information about the local area and the hotel’s amenities. I also appreciated the prompt and courteous shuttle service, which made navigating to and from the airport hassle-free.

Room Quality The rooms at Aloft are modern and stylish, equipped with everything I needed for a comfortable stay. The bed was very comfy, and the room included a large flat-screen TV and free high-speed Wi-Fi. While the room was on the smaller side, it was perfect for my short stay. The cleanliness and maintenance of the room were top-notch, which I always value highly.

Facilities Aloft offers a variety of facilities that enhanced my stay. I enjoyed spending time in the vibrant common areas, especially the bar and lounge with its pool table. The indoor pool and fitness center were also great perks, providing opportunities to relax and stay active during my visit. The hotel's artsy touches and cozy atmosphere made it a welcoming place to return to after a day out.

Value for Money Overall, I found Aloft Chicago O'Hare to offer good value for money. The quality of service, amenities, and the convenient location justify the cost. However, I did find the parking fees to be a bit steep, and I would have appreciated a complimentary breakfast option, which is something many other hotels offer.

One Drawback One significant drawback for me was the lack of suite options. All the rooms are essentially the same and relatively small. If you prefer more spacious accommodations or require a suite, this might not be the best choice for you. The uniformity and size of the rooms could be a limitation, especially for those used to more expansive or varied hotel room offerings.

In summary, my stay at Aloft Chicago O'Hare was pleasant and comfortable. The hotel's excellent location, friendly staff, and well-maintained facilities make it a great choice for anyone traveling through O'Hare International Airport or looking to explore the Rosemont area. However, if room variety and size are crucial for your comfort, you might want to consider...