Courtyard by Marriott Chicago Naperville — Hotel in Naperville

Firstly, quality control means everything to me (I am a reinspector by trade), which is why I almost always stay at a Courtyard Marriott when I travel. You guys are consistent. Everything is exactly the same, and exactly the same quality, from one facility to the next. In fact on this trip, my flight was unfortunately diverted from Denver to New Mexico due to the Colorado tornados and lightning, and so, I missed my connection in Denver, and wound up staying, for that night, at the Courtyard in Stapleton. It was a bit of a travel nightmare. (I know this review is for the Naperville location, but stay with me...)

My point is, that the Courtyard in Stapleton, Colorado, was almost exactly as it was in Naperville, Illinois, and so I got to see first hand, from one hotel to the next, from one State to another, in the short term of 24 hours, that Courtyard clearly has a successful quality control program, because there is no way, that both facilities could be that equal to one another, without a solid organization behind it, to ensure that consistency. This exact experience with the diverted flight and all that, is why you guys have totally earned my trust and loyalty.

A quick extra award goes to the front desk folks, actually at both facilities. At the Naperville location, we were asking directions to a restaurant, and the folks invited us to let them drive us there by shuttle. I had a car, and didn't ask, I was invited. This idea, of exceeding a customers expectations, without even being asked...earned my total respect. We took them up on the offer, and was taken over to our restaurant, spent a couple hours doing our thing, called them back up, the shuttle arrived, brought us back to Naperville Courtyard, and off to bed we went. Well done!

An extra note about the Courtyard in Stapleton, Colorado: You need to know that they really, really provided me with the hospitality I needed. Remember, I was not there by choice. I was in a bit of a stressed out situation, forced to spend the night in Colorado, trying to get home, etc. These folks, took care of me in so many ways, I don't know where to begin to thank them. For example, they gave me a late check out, so I was able to stay in my room and relax, until I needed to get back to the airport for my return flight. I was SO tired. that was SO thoughtful of them, and it made ALL THE DIFFERENCE, allowing me to unstress,...

We will NEVER be back. They don't have Room Service, despite what their site claims! This morning we will be checking out. There was a letter slipped under our door last night, (the customary "hope you enjoyed your stay" stock letter for departing guests) from the hotel manager. It invites us to register our feedback on trip advisor, to contact her directly with any feedback. We will do all of that, to be sure. But here is my warning to others. There is no room service. The cafe hours are not as listed on the website. Speaking to the manager was to no avail, as well. She never apologized either and she refused to hear me out any more than did Jose.

And do not tangle with Jose (Operations Mgr.)!! There is something wrong with this man and he shouldn't be anywhere near the "hospitality" industry because there is nothing hospitable about him! He called me a liar on the phone, repeatedly, so he will no doubt call me worse when questioned later. I don't need anyone to believe me. I'm a grown woman. His true colors will eventually out him, with other guests, and with the hotel manager, Noonie Aguilar who defended him and acted as if my encounter was surely untrue.. If he treated me this viciously, he is surely treating others with the same aggression and disregard and the stories like mine will accumulate. It's a matter of time.

We were not attempting to get a discount, we never asked for one, or expected one. (Clearly!) We simply wanted the website corrected so that future guests and other lone female guests would know that they in fact do NOT have "Room Service". Save the $150 per night and go to a better hotel that does offer what they advertise.

On a side note: Daniel (front desk & Bistro chef/bartender) and Jackie (Also front desk & bartender) were both very accommodating and friendly. I'm not one who only complains... it's important to also give praise where praise is due. I spent over $100 at their Bistro and left them a large tip for their service and friendly nature. Our room had a refrigerator and Daniel was kind enough to send a microwave to our room so that I could fend for myself while my husband was in business meetings.

We still have no idea how they can get away with advertising that they have...

Room was fine bed was alright but the worst part was the service. I was in town for work and my boss called ahead and reserved the room and the employee asked her to send the card authorization via email so she did. When i came to check in they did not have the card authorization and told me i needed authorization or i could not stay there. I called my boss and she spoke with them. She told them that she could not forward the authorization until she got back into work the next morning because she was at home. The employee then told me that if i want to stay i have to put the room on my personal card but he would not charge it. He said he would make a note for the morning manager to not charge the card until she got authorization from my boss. They said they would then cancel the charge and apply it to the work card. I woke up the next morning to a receipt for $200 with my card number slipped under the door. So i went to the manager and asked her to look at the notes for my room and she did and promised me my card was not charged yet and she would not charge my card at all it would go onto the work card once it was authorized. After hearing this i thought it was fine and went on my way. My boss called three times and sent emails with the authorization for the card but they still charged the room to me. Naturally my limit is not as high as the work card. The Employees reasoning for not having the authorization in the first place is they have too many employees that don't always forward the information. They said the employees are part time and only have access to their email when they work.

So the first employee didn't forward the information the second was treating me like i was trying to pull something on them. and the third was nice enough and promised my card would not be charged then charged it anyway after speaking with my boss three times. They need to get...