Renaissance Chicago North Shore Hotel — Hotel in Northfield Township

I am currently staying at the hotel. When I checked in (booked via the Marriott app), I was given a room that conjoined with another room. I went back to the front desk and requested another room as I view the conjoined room as a potential safety hazard💀. I was told they had no king rooms available on the floor; however, they had a double queen room. I was given the double queen room.

I then went up to the room and discovered it seemed quite cramped for space and smelled like someone had been smoking🚬, so back to the front desk I went. I then just said to give me back the room with the conjoined room. I was given room keys and headed back up to the floor. I went to the room number on the key holder and discovered that it was once again a cramped-for-space double queen.

I then headed back down to the front desk and let them know that it was a queen room again🏃‍♀️. They then provided me with new keys for a room, and I headed back upstairs to the conjoined king room. Fourth time is a charm. Once settled into my room and after I shoved towels in the large gap at the bottom of the door, I headed downstairs to the club lounge only to discover that I could not access it. I booked a room with club access. Back to the front desk I went...again. They fixed the issue, and I was able to access the club lounge.

The housekeeping is subpar. There are cups in the bathroom that sit on paper coasters. The coasters are nasty dirty, water-stained, and one has toothpaste (not from me) on it🤢. There is some sort of dried white substance on the door frame of the bathroom as well. I don't want to know what it is🫣.

Then today, I came back from meeting with clients after being gone since early morning. Housekeeping had come to the room and made the bed. They did not, however, replace any towels(1 towel for a week?🤦🏼‍♀️), as basically all had been used, nor did they fill back up the coffee bar area—no cups, creamer, stir sticks, or regular sugar😑. They gave me a new bar of soap; however, I think this specific bar of soap has been through a life crisis and somehow ended up on my hotel room sink to die😵‍💫☠️⚰️. I called down to the front desk to inform them of the issues. It seemed as if I was inconveniencing them. They sent up housekeeping with towels and coffee products, however, no cups☕️. I thanked the housekeeper for bringing the items and she just stared at me and said nothing. At this point I would rather wash the cups on the nasty coasters with the life crisis soap then have to call down to the front desk and ask for cups☕️

I went downstairs today to access the club lounge and walked past the front desk to get there. I could tell by the looks from the front desk employees, the same ones I dealt with yesterday, that these...

From check in to check out- AMAZING service. Would really like the local GM to know that Jackie our receptionist, Tony one of our two awesome drives, and Michelle (think a manager?) gave thee most Wonderful customer service. It was my wife's birthday and it ended up being a staycation we won't forget. Can not wait to come back and stay with at this hotel again! We only live about 40 minutes away and this is the perfect city getaway.

Jackie at checking-- SUPER friendly and kind. Upon arrival my wife and I were welcomed and could not wait to stay there. To be honest, we were supposed to go out to dinner and for the night but because of the kind upgrade we ended up staying at the hotel the entire night and getting food from the bar back to our room--- loved everything about that decision! Delicious and so glad we just got to get comfy and hang out.

Our bartender, forgive me for forgetting her name, but young woman 9/5 around 7pm was really sweet and in our to-go food added a dessert because it was my wife's birthday--- wonderful touch!!

Tony and our other driver (forget his name, sorry! 1:30 pm on Sept 6th) were AMAZING. They knew the area, great conversation, helpful with places to go, and made the transport ride to and from the gardens perfect. We didn't even know that rides within 5 miles were provided- what a great feature!!

Michelle was a kind manager who helped us on the last day with figuring out how to get in touch with the GM in case we didn't get a survey- so please make sure this review gets to the local location as they deserve a shout out!

Space! Would love to know where you got the couch from because want to buy it- super comfy. I will say that the sunlight at 6am could not be blocked and woke us up- threw on some eye masks though and all good. It was nice to be able to settle in and feel like you were in a studio apartment of sorts and just enjoy being in the room.

My wife and I have been together going on 10 years and always do our staycations downtown several times a year, after this stay we both agree that we have not met a more amazing staff and the service was so Great! Can't wait to come back and stay here again. We will for sure recommend this hotel to our...

I absolutely love and adore this hotel. It's my home away from home. Beautiful ambiance. Lovely decor. Excellent customer service. Love the (larger) rooms!

Because Reno did such a terrific job, and expeditiously checked me in and streamlined EVERYTHING, I give this particular stay rating a big fat 10!!!

Reno, the Front Desk Manager (or Supervisor) on duty, did an excellent job of streamlining everything, and making sure that all preferences and likes from the room type, bed type, location, and everything else were met. He expeditiously provided excellent customer service. He should be commended on his professionalism and competence. That is what makes the stay worthwhile, when you get what you want. He was also well dressed with professional business attire. I give Reno a 10, and would like to say, "Welcome back to the North Shore Renaissance Reno!" Thank you for the EXCELLENT customer service during my stay.

The ambiance of the hotel is very warm, welcoming, and it was spotless and clean from the time I arrived to the time that I left. The Host in the restaurant, was very warm, welcoming, and swiftly took my order and got my food ready for me great customer service as well.

The Van Drivers (all of them, but especially Tony), are ALWAYS very cheery, ready to assist you, and meet and greet you expeditiously as well, and I would like to say, "Thank you for being so wonderful" to all of them! But I have to give a special commendation on the gentleman that gave us a ride to Northbrook Court on that day I checked out on this stay, I think it was Jimmy. In our rush, I happened to drop a $20 dollar bill in the van, and he drove back to give it to me. Honesty is golden in my book, and I really appreciate his honesty and hard work every single time that I see him. He is very engaging with the passengers, and makes everyone feel very welcome, and like a valued customer. He always wishes that everyone has a great day! I love it!

Robert, in the Concierge's Lounge, is the Master at EXCELLENT customer service, I watch how he is very engaging to the hotel guests, and always ready and willing to give them the BEST customer service possible. Robert is the BEST and the Concierge's Lounge is NOT the same...