Renaissance Schaumburg Convention Center Hotel — Hotel in Schaumburg Township

My family and I decided we were going to go downstairs to the Starbucks grab snacks and coffee and walk the hotel for a little bit. Upon returning to our room we discovered our room keys had been deactivated. I of course went to the front desk to inquire about what was going on and told them our room keys were no longer working. They then informed me that there was an issue with my card on file and they were unable to charge me for the extended stay.

I apologized and told the man (a different one) that I would pay for it and I just needed to get my wallet out of the room, so if he could fix my room keys.

He became aggressive and immediately said no, that he would not allow me back into the room until I paid for my stay and that I have been locked out. I informed him that I would have no way to pay him, because all I brought with me was a small amount of cash to pay for my drink at the Starbucks and that my wallet with all of my money and credit cards was locked in the room and if I was not allowed back in there I would have no way to pay them.

He very reluctantly agreed to allow me up to retrieve my wallet but says that I would need to return within a sat time frame. He gave me one new activated room key to do so.

As I returned to my room to grab my wallet feeling humiliated and embarrassed I began to wonder why things were being handled this way. I wondered why nobody would have notified me that there was an issue with my card on file, as I passed the front desk and made eye contact with Kyle who looked at me with disgust, as I went to go get my snacks and coffee. This would have been the perfect opportunity to notify me instead of deactivating my room keys. Not to mention all of my valid contact info is on file and I could have easily been contacted via phone or email and I would have happily came to the front desk to resolve this issue.

Once I and my wife returned to pay for the room we questioned Kyle on why we weren't contacted to resolve the issue before a lockout was done. He said in the nicest way possible that basically they didn't want us to leave without paying.

The assumption that we would have fled the hotel without paying is insanity and extremely insulting. We went from such a high on the property to such a low. We extended our stay to enjoy the day and relax and that quickly turned into a nightmare.

Your front desk staff should never make an assumption on whether or not somebody has the funds to pay for a room or not and if there is going to be a lockout or any type of issue with the room the guest should be contacted and have the opportunity to resolve that issue.

Finally tonight when I ordered food from the restaurant I had it delivered to my suit and attempted to pay cash and she refused to accept it 5 mins later I received a call from the front desk demanding payment by cash or card and I made him aware that I just attempted to pay cash and it was denied by the person who dropped off my food she said it has to be charged to the room, and I said okay. Seems that wasn’t the case as your front desk Manager demanded I pay for my meal,

I feel I was judged being a black man And treated like a thief and denied the same respect as others

I would appreciate if  you looked into how Kyle U is treating your guests, He obviously has some sort of problem with minorities and is on...

My husband and I stayed at this hotel for 3 nights (Aug 14-17). We were very disappointed in a few things. Upon arrival to our room (306) we found that there was no chair at the work desk nor was there a small sofa as shown in all of the room photos on the website. The ONLY place to sit was the bed. Since my husband was attending a stamp show at the hotel, I was hoping to spend some time in the room on my computer, watching TV and crocheting my current project. The front desk explained that due to the recent renovation the chair and sofa were removed and they would no longer be providing them. I spoke to a few other folks who did have a chair at the work desk at least. This was very inconvenient and surprising so I went back to the front desk to inquire. They looked at me like I was speaking a foreign language. Not a single person apologized for the inconvenience. |There was no remote control for the TV in the room. Called down and they brought one within an hour or so. |We had to have maintenance come for a toilet running loudly at about 10-minute intervals. It kept doing it afterwards but much less often. |The cold water tap in the bathroom would just swivel around. Had to find the exact spot in the circle that would stop the flow. Had I seen this earlier I would have told the maintenance man who ‘fixed’ the toilet. |Since I am Titanium with Bonvoy I had access to the lounge on the 15th floor. On Friday morning (Aug 15th) while having breakfast in the lounge I went over to the cooler to get bottles of orange juice for my husband and I. We were seated at a table in the lounge. All of the orange juices were on the bottom shelf all the way to the back of the cooler and I couldn’t kneel on the floor to try to grab them due to knee issues. When I asked one of the attendants if they could please get me two orange juices, I was lectured loudly by her that there were ‘thousands of people in the hotel and if everyone took two back to their room there wouldn’t be any left’. When I explained that my husband and I were sitting over there with our food and would EACH like a juice she did give them to me. The lounge is closed after breakfast on Fridays and doesn’t open again until Sunday evening. I would hope Marriott should re-think this policy. |The front desk staff weren’t very welcoming or knowledgeable. They seemed surprised that I would complain about zero seating in a guest room. |On a positive note, the hotel lobby level was lovely with many different seating areas. The food in the Gather lounge was very good. Bar staff were very good and friendly. |Overall I would not return to this hotel if I were to be back...

If you are not attending an event at this facility, stay somewhere else! Attended a conference and stayed 4 nights in the hotel. While things look great at a glance—list of amenities, pretty facility, nice-looking rooms, this hotel has issues. Our party arrived after 10:30 pm on a Saturday after a very long day of travel delays only to discover there is no food available late at night anywhere in the hotel or nearby. The hotel location is convenient from the highway, but it isn’t exactly near anything else for services if you don’t have a car. During the day, you could walk to the gas station or the little strip mall restaurants down the road. The bed was comfortable and the room was sufficient, but we discovered it had not been well cleaned if we looked on the floor along the edges of the bed. There were food crumbs and large pieces of debris. The other issue that was immediately evident is the terrible design of the lobby being open to virtually all of the rooms—and this hotel specializes in large groups, so the noise is constant. It creates one huge echo chamber, and our room had a large gap under the door that I tried to plug with our extra pillows to muffle the noise. And we were on the fourth floor, which was still plenty loud. We were not big fans of the saloon-style bathroom door, either, which was difficult and noisy to fully open & close. Nor did we appreciate the annoyance of the TV screen in the bathroom mirror, which turns on with volume up as soon as you hit the overhead light. As long as you only use the smaller light, it doesn’t go on. I tried every possible setting to change it, but it didn’t give options. The conference areas are spacious and sufficient, but we also found them to be chilly. If food is part of your conference and you don’t have allergies, everything will probably be great—it was plentiful & tasty. If you need a special diet and request it, bring your own backup. Fortunately, one of the servers saw that our dairy-allergic travelers were really struggling to eat anything at most of the meals and went back to the kitchen to get us more than the plate of plain lettuce we were offered initially. Even after specifying on our registration form, our “dairy-free” dinner showed up covered in parmesan. If your life depends on the kitchen staff being able to accommodate your dietary needs, bring a cooler with your own food. The lobby has a dining area and sports bar next to the Starbucks counter (which is your best option for quick or healthier food, but their hours were very limited). We didn’t choose this venue since it was a conference, and if we travel to that area again we would look at...