Fairfield by Marriott Inn & Suites Chicago St. Charles — Hotel in St. Charles

We had a disappointing experience. We originally booked a king suite at a different nearby hotel (under the same management as this Fairfield Inn), but were contacted by the GM and told our room was unavailable due to air-conditioning issues. He arranged for us to stay at this Fairfield Inn in an executive king room with a pullout sofa, to accommodate me, my husband and our three kids.

We were driving through Chicago on our way home from a vacation, so we just needed a room for one night on our way. It wasn’t imperative that we stayed in this town however it was one of the few hotels that was available in the Chicago area that night.

I confirmed over the phone multiple times that this room setup would work for five people. An hour before arrival, The Fairfield Inn employee called to get my payment information, I again confirmwd that we would have the king suite, and that if it ended up not being available, we would continue driving on our road trip until we found a suitable room somewhere else. He assured me it was available, but he wasn’t sure if there was a sofa bed in there or not. So I called the original hotel back and talked to an employee there who called and spoke to the Fairfield Inn while I waited on hold and then told me that we were guaranteed the king suite with a sofa bed and that she was sorry that the Fairfield and employee was unaware of what their rooms were like. She was very nice and the only person who actually helped us a little bit on this evening even though she didn’t work in the hotel we were even staying in.

Lo and behold, when we checked in, we were given a standard double room—no king bed, no pullout sofa. We were not informed of the change during any of the calls, nor when we checked in. We found out when we walked into the room. The employee at the front desk that night seemed confused about everything that we asked him about. I called the previous hotel and spoke with an employee who said that she heard the GM promise us the executive king suite and that he would “make this right” when he returned to work and that she would text him about this right away. The employee who was on duty at the Fairfield on Saturday morning was kind and apologetic, but said she was unable to do anything for this. We paid for what we thought was a king size room.

Neither hotel had any other rooms available. When we asked for a rollaway bed, we were told none were available, but that they would provide sheets for us to make up a bed on the floor. We had no choice but to stay, as it was late and other hotels were full. My husband had to sleep on the floor.

The room itself was fine, a little worn down and the breakfast was mediocre. We left early and tired. This experience has unfortunately soured our view of this hotel chain, and we won’t be booking with them again, But I will be contacting them to let them know about the situation. As we have not heard from the at all GM, after what has been four days since our stay to “make this right,” which in my mind should have been at least a partial refund since we paid for a suite and received a...

Do not bring your wedding party to stay at this hotel, if you do, DO NOT USE THE LINK THEY PROVIDE TO YOU. It will be significantly more expensive than just booking it through the Marriott website. Also, we never received the free night we were supposed to despite our party having over double the required amount.

It started with our check-in, in which the Bride & Groom (us) had our suite located on the first floor, and did not have a refrigerator despite it being listed on the website as having one. We requested one to be delivered to the room to which the front desk attendant said they would get one immediately.

Fortunately, another group in our party also booked a suite and switched with us, which was located on the third floor. Why would you put the B&G on the first floor and not the third? As we were switching rooms, we told him we were switching rooms to the third floor suite and he said OK, and mentioned he would get the fridge to the first floor room as soon as we were done using the bag cart.

As the bag cart was returned to the front empty of our bags we were told that the refrigerator would not be delivered until the morning, and we were never given a reason.

In our original room, the first floor one, the guests there would come to find a COCKROACH in one of the pillows, which they discovered in the middle of the night while sleeping by thinking someone had left their phone somewhere on/under the bed. So they were down a refrigerator, the night before the groom's party would be getting ready, but at least they had a snuggle buddy! GROSS.

It should be noted that after that experience the guests in this room requested the sheets/pillows to be changed immediately(approx. 3am) and they were not changed until approx. 10:00am. due to some kind of “computer system issue”.

When inquiring about the refrigerator in the morning, the employee apologized and mentioned a ‘computer system issue’ that somehow prevented a refrigerator from being delivered.

The groom also went to check in the room he had gotten for the officiant of the wedding for the night of the event and was told that despite getting a text that the room was ready it was unable to be checked into due to the aforementioned ‘computer system issue’.

The hotel itself is incredibly dated, and the rooms reflect that. Plenty of stains, most are probably best not to think about. If you are sensitive to mold, avoid this place like the plague as both the first and third floor suites had mold in the bathrooms and common areas. Or bring a bunch of Benadryl and risk it.

We have tried reaching out to both management as well as the “Sales Director” Kimberly but have gotten nothing back despite previous communications.

It would have gotten 1.5 stars due to the pretty decent breakfast, but it definitely doesn't deserve a 2. This hotel is barely worth $10 let alone over $100. It was a horrible experience from start to finish between the rooms and customer service, and we're embarrassed that our wedding guests had to stay...

This was easily the worst hotel experience I have ever had. For context, I have Marriott & Hilton status, travel extensively for work and personal, and regularly stay at a mix of budget hotels and luxury hotels. I've stayed at other Fairfield Inns, and generally like the un-fussy design, reliable wi-fi, and free breakfast. ||I booked this hotel as a last minute mini-getaway with my boyfriend to use my Bonus Award night from my credit card. We got to the hotel around 6p and noticed that the grounds looked over-gown and untended. When we checked into our room (105), the room smelled a bit stale, there were water stains on the bedroom ceiling and mildew in the bathroom ceiling, but we decided to ignore it since it was just for the night. We went out to dinner and got back around 9pm and tried to watch TV, but it wasn't working. When we called the front desk, he tried to fix it, but ultimately gave us a new room. ||We moved to our second room (136) and the internet to the TV still didn't work but we managed to get some cable channels working. After about 20 minutes, we got a tornado warning on our phones and it started to pour outside. We quickly noticed the ledge above window in the room was leaking, so my boyfriend grabbed a couple towels to soak up the water. The towels were drenched in minutes, at which point he went back to the front desk to tell the attendant about the issue. The attendant muttered in disbelief, so he came to the room to check and once he saw the leaking told us, "you cannot stay here it is risky. I will get you another room."||At this point, we pack up and head to the lobby where the systems have all reset because of a power surge. There are other guests huddled in the stairwell due to the tornado warning. After approx 15-20 minutes, the system is working again and we are given a key to our third room of the evening (104). The first thing we do in this room is check the windows, and sure enough, the windows are also leaking. We immediately go back to the front desk to tell the attendant and he says to us "Many of the rooms are leaking, please stay in your room." We went very quickly from "you can't stay in a room with a leaking window because of safety" to "everyone is complaining, so deal with it."||We ultimately left the hotel in the middle of a severe thunderstorm and tornado warning because staying in the room was unsafe. I'm never staying at a Fairfield...