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

Dear Mr. Jeff Ryan & Banyan Investment Group

My 4 children & I are currently guests here at Fairfield Inn Suites by Marriott in Naperville 1820 Abriter CT Naperville, 60463 A wonderful amazing person contacted me from a corporate company with the motto "Built To Last" she asked "Ettoy how are you & the kids doing? & does the kids need anything for Christmas, I thought about what I could ask for them all because it's 4 of them. So I asked her if we could get a room so the kids could get a few nights of good rest an breakfast, they haven't slept in a bed within a year, I told her I was just recently released out of the hospital with a hemoglobin of 3 coming in that required several blood transfusions, I was dying, Our home was deemed inhabitable by the Dupage Country Health Department, due to sewer & septic toxins & my family & I are homeless, we are suffering several medical conditions, my son became legal blind as a result of the unlivable infestations an conditions of the home, & my mom is fighting as well for her health, so I searched through many hotels, an picked this location in Naperville, because it was closet to my two oldest jobs. We Checked in December 25, 2019 Christmas day, the amazing lady booked us for 7 days. My kids were extremely excited, on December 26, about 7 pm the guests above us are jumping, falling, running they felt like they are going to fall into are rooms. I went to the front desk an spoke with a staff member Jessica, I told her about what we were experiencing in the room, the nosie still doesn't stop after I tell her, it's now 11pm the guests above our rooms are still disruptive, total disregard to guests in the hotel. No rest for my rooms what so ever. The next morning these guests still are jumping, stomping, its 7am no rest then we all get back from breakfast an apparently they did too the group is more louder the windows are shaking my heart is like OMG some one up there has to be hurt they are going to come through the ceiling. So I go to the front desk speak to a staff Colin Seibert the general manager, I told him about the experiences last night & the morning of he said I can't ask them to leave, I can move your two rooms to a 3 floor it's quite up there, I expressed to Mr. Seibert, I have four children, being on ground level is best for my family an stay here. He said if he asked them to stop they won't. So he then says there nothing he can do. So I'm like what?? So I go back to the room then the guests above us started more louder stomping, my 3 year jumps up starts to crying, my kids comes out the room like what's going on?? it was like a bombs went off over are heads. We go back to the front desk. Then my son an I go up the elevator to the second floor the housekeepers were frightened and scared due to the performance the guests were displaying an their 3 kid's. No sleep my kids are upset an this is unacceptable, Mr. Seibert witness the guests along with housekeeping stomping now intentionally on our ceiling's of two rooms repeatedly, an still allowed them to be guests here. Unreal, about two hours later I return with my sister, I'm now requesting to be transferred to another hotel an this is threatening, ,& very upsetting to the kids. Mr. Colon Seibert, now begins to state we received a complaint about our room the guests next door to room 111 that my kids were being disruptive, I said my kids?What? Mr. Seibert said yes "I didn't say anything to you about that because I'm being nice". I'm like what? Now he's being antagonizing, a racists. The family was Caucasian, and we are African Americans, I asked ,"why didn't you bring this to my attention"? I then requested a refund for my two days then he said "I'm not giving you nothing n**"! So I go an later knock on the door of the guest that complained to apologies. Mr. Seibert room 109 their are NO GUESTS no checked in at all!!!!. Fairfield Inn doesn't rent that room out, it's of non use. To lie & discriminate against my family because we are black...

I have been a member of Marriott Rewards / Bonvoy for many years, and our stay (5/23-27/24) at the Fairfield Inn & Suites Chicago Naperville was the ABSOLUTE WORST! The service was horrendous likely due to understaffing, cleaning was non-existent and customer service or responsiveness from the manager, Thomas Wilson was unacceptable.||The room was mediocre and there were signs of mold and the ceiling leaking in the bathroom, and wood rot near the windows. We were there for 4 nights and although we requested housekeeping, none was received during our stay. There was NO remote in the room and this was brought to the attention of the front desk staff 3 TIMES. The hallway smelled of a combined vomit - disinfectant smell. ||The breakfast was blah to say the least. It was clearly not stocked and staff was not available to re-stock. A guest actually had to go in the back to retrieve napkins and plates. There was a mess on the counter (cereal, oatmeal, waffle batter) that was not cleaned. We passed on the breakfast due to limited options and concerns with sanitation / cleanliness. One morning, we noticed the front desk person was doing her best to keep up with the front desk and the breakfast area as no one else was available.||Fortunately we only were there to sleep or we would have switched hotels immediately. When we returned home, there was an additional $185 charge on my credit card. I have called the hotel multiple times a wk since we returned. Either no one answers the phone or messages are left for Thomas to return my call to address the extra charge and he has yet to call. ||I am extremely disappointed in the lack of response and overall condition of the hotel (motel?). We will definitely never stay there again and we will ensure our family / friends don't either. ||I hope this reaches the attention of someone that can act on the above concerns esp since Thomas has not even attempted to address them. I would...

We have taken two rooms one for the kids, and one for the adults, and the kids room was infested with ant when we requested to change the room they put the kids in a separate floor away from the adult. They were smaller kids who had to stay separate on a separate floor, as there was an ant infestation in the room the second thing next day when we went for breakfast, they were ants in the breakfast area. I have pictures which I am uploading in this review then thirdly, we were a group of five people and we were in time for breakfast still the breakfast items were out. There were no plain bagels. We are requested for oatmeal refill as container was empty . They gave us raw oatmeal oats put in hot water and put on the service. I have pictures for that also, which I will upload Then thirdly if we were there for a special ceremony, it was my daughter’s white coat ceremony in the early morning we had to go early and they were no towels that they could give us. We requested towels from front desk and they said they are out of towels and instead what they gave us is floor mats and dusting wiping towels to use as bath towels you won’t believe for a special ceremony like a whitecoat ceremony for a medical school. We went to the ceremony without taking a shower and this is a Marriott hotel. This is not expected accepted. I will put a review even on social media, Marriot needs to do something about this. There were two rooms booked for two nights. I need my refund back. This spoiled my special occasion of a white coat ceremony with such a bad experience with ant infestation no towels to take shower and no food for eat breakfast so we went to this ceremony without eating proper food. This is not acceptable. Don’t stay in this hotel please...