Fairfield by Marriott Inn & Suites Chicago Lombard — Hotel in Lombard

As a Gold Member I was treated very unprofessional. In my entire history as a member of Marriott I have always felt safe and secured in this brand. However, this experience has been the worst Marriott experience I have ever had. I recommend customers to pack their belongings in their luggage before they leave the hotel. I had a nightmare story that started this last Saturday. Basically for convenient purposes I booked this hotel to be close the to the locations I needed to be and it was a bad choice. On Saturday night when I checked into the hotel I had 2 luggage’s, 2 backpacks, my purse and 2 other bags which I bought at wood field mall. In one Macys plastic bag I had shoes and in another hand I had a branded paper bag with the brand Verona which inside there was a black leather dress and a pair of brown leather sandals. I had just bought it in the mall and then checked into the hotel. On Sunday morning I tried the shoes and the dress and left both pieces in the original bags. When I came back from the hotel from mass I noticed that the bags were not inside my room. Afterwards I went downstairs to talk to the front desk lady asking where was my bags and to check the trash of whoever cleaned my room. For 2 days in a row I lefted several messages to the manager which I received no answers and on Sunday I reported to the front desk that the phone in my room was not working incase they wanted to leave me a message. Finally after 4 attempts the manager finally called me and said to me that she looked through the cameras and said that she saw me walking out the room with a Macys bag. I am not claiming about the Macys bag, I’m claiming about the Verona bag which had the dress and the shoes. These items have still not appeared and are still missing. On the phone with the manager you should not call the customer on speaker and she was always interrupting me whenever I was trying to say my side of the story. The manager (Tammy) is very impolite and disrespectful and insisted me to check out earlier than planned. She even checked me out on the phone to clear me from her problems. I don’t know who gave her that position, but she does not have any good customer service skills. I am still waiting for an answer, but I recommend for anyone reading to keep your belongings in your luggage to avoid any...

My note below is the same from the first page

Need more front staff. Several times I called or visited the front desk and had to wait for the staff to come back to the desn because they were off doing other responsibites (like cleaning, hallways and rooms). It’s important that when guests come to the hotel to be greeted right away or have someone answer the phone without waiting 10+ minutes.

Rooms need more space for sitting. Upon entering our room we see that we had no couch like all the pictures online indicated we would. All we had was a VERY small chair in a corner. I called the front desk (no answer) then went to the desk and waited. When the staff person finally came to the desk I asked is there was another room available with actually seating in it and she stated the every room with a couch was booked that night and the hotel was sold out that night. To be honest I felt that was a lie and she didn’t want to deal with me switching rooms. She offered us a “roll away” bed So we could use as a couch for sitting.

The pool: we choose the hotel because we waited to take our soon swimming. The pictures online are deceiving as to how big the pool is (or isn’t in this case). You need to be clearer that the pool itself is smaller than one of the hotel rooms. We had to leave the pool once more than 5 people came into because of over crowding.

Restaurant/lounge: it’s stated that room dining and the hotel has a restaurant available both online and in the book in the room. However when we arrived we see that the lounge is not open on the weekends, only during the week. While I understand having limited hours if most of your business is during the week closing or not offering at all is not the solution.

Lastly when I needed a shower cap the front desk told me they didn’t have any and were out of them. What!!!!!!

Overall I felt that customer service as a whole was lacking. It felt that money was trying to be saved my having limited staff and not having basic things like shower caps (which they say in their book they have available) isn’t good.

P.s. the “market” was nothing more than a cooler with two rows of...

When an adult member of our party suddenly became ill in the middle of the day and was violently vomiting in the bathroom, we requested from the desk clerk some paper towels and cleaning supplies in order to wipe off traces of vomit from the toilet seat, the sides of the toilet and the surrounding floor so that others in our party could use the bathroom and know it was sanitary. The desk clerk curtly said that she "was not authorized to give out cleaning supplies" and that the hotel "would just deal with it tomorrow." With that, she handed us a stack of paper towels for a wall dispenser and left. This left us in quite a predicament. We couldn't imagine not having the bathroom sanitary and clean until the following day! We did our best to clean up with just water and the dispenser style paper towels. Fortunately, a few hours later, the ill member of our party remembered that we had Clorox wipes and a partial roll of paper towels in the car leftover from moving a child to college. We retrieved those from the car and were able to sanitize and clean the toilet seat, lid, and sides as well as the tile surrounding the toilet. If we had not had our own cleaning supplies, we would have been forced to use an unsanitary bathroom for a full 24 hours before the cleaning crew came. I am shocked that the hotel seems to have no protocol for desk clerks to follow for handing situations like this. Having a few basic cleaning supplies on hand for these situations, as well as offering up some basic kindness and concern ("Could you use some additional towels or washcloths? Do you have a need for new bedding? CAN I SEND UP THE CLEANING CREW TO ASSIST YOU?") would have done a lot to ameliorate an uncomfortable and unsanitary situation. This is Hospitality 101, folks. Time for some retraining...