Courtyard by Marriott Chicago Midway Airport — Hotel in Stickney Township

Southwest airlines goy us in late and then had to sit on the tarmac for 30 minutes as a primer. Got to the hotel and couldn't find parking, only to find out that SW Airlines book all the rooms for distressed passengers without a connecting flight. Finally found a spot next to an SUV where a guy was getting behind the wheel holding a half empty bottle of Chivas Regal I believe. Of course it could have been for the two scantily dressed women who also got into the car after he pulled out.|Got to the front desk where another couple of "interesting" guests were checking in and got our room keys only to find that the two rooms we booked were not ajoining as requested so we went back to the front desk. The gentleman at the front turned to a lady and asked for help. She tried to look for ajoining rooms and this is when we found out about the fully booked hotel. When I asked her to double check she was obviously disgruntled and went to the back office. Out comes another shorter woman without a smile to let us know there are no ajoining rooms left and that our request for ajoining rooms that we made weeks ago online was not able to be fulfilled and was only a request that Marriott does not guarentee, so much for Titanium Level privilages!!! Not even a bottle of water...|When we called in the morning to see if maybe we could get complimentry breakfast for the inconvenience, they suggested that they only sell breakfast and we are welcome to purchase it, but they will not be giving us anything for our troubles.|So down we went to get breakfast only to be met with the farmstand breakfast bowl and breakfasr burrito were not available. Sure, so I order eggs your way with a choice of meat and either potatoes or tomatos, only to find out that there are no tomatos when I ordered it my "my way". When I went to pay with my debit card the girl at the register said, "sorry that machine doesn't work", you will have to swipe. The bagels came out hard and the chef decided to put black pepper over everything on my plate, eggs, bacon, potatos and toast. At least the coffee was okay and the girl atvthe counter gave us a couple of bottles of water on the house.|The room was sparsely decorated and looked like it had not been upgraded since the 80's. The furniture was worn, dirty and the pillows left my wife and I with stiff necks. The beds were barely double instead of queen, lucky we are not large people. One of the outlets by the bed did not work. The TV was small and sat on the top of the chest instead of mounted on the wall. The bathrooms were clean, so there was that. |Overall our stay was disappointing and even a bit uncomfortable. We will not be staying here again and will be suggesting to Marriott that they need to check the standards of this location which were poor in customer service, cleanliness, convenience and atmosphere. I gave a star for the clean sheets and clean bathroom, but everything else... sorry that...

Southwest airlines goy us in late and then had to sit on the tarmac for 30 minutes as a primer. Got to the hotel and couldn't find parking, only to find out that SW Airlines book all the rooms for distressed passengers without a connecting flight. Finally found a spot next to an SUV where a guy was getting behind the wheel holding a half empty bottle of Chivas Regal I believe. Of course it could have been for the two scantily dressed women who also got into the car after he pulled out.|Got to the front desk where another couple of "interesting" guests were checking in and got our room keys only to find that the two rooms we booked were not ajoining as requested so we went back to the front desk. The gentleman at the front turned to a lady and asked for help. She tried to look for ajoining rooms and this is when we found out about the fully booked hotel. When I asked her to double check she was obviously disgruntled and went to the back office. Out comes another shorter woman without a smile to let us know there are no ajoining rooms left and that our request for ajoining rooms that we made weeks ago online was not able to be fulfilled and was only a request that Marriott does not guarentee, so much for Titanium Level privilages!!! Not even a bottle of water...|When we called in the morning to see if maybe we could get complimentry breakfast for the inconvenience, they suggested that they only sell breakfast and we are welcome to purchase it, but they will not be giving us anything for our troubles.|So down we went to get breakfast only to be met with the farmstand breakfast bowl and breakfasr burrito were not available. Sure, so I order eggs your way with a choice of meat and either potatoes or tomatos, only to find out that there are no tomatos when I ordered it my "my way". When I went to pay with my debit card the girl at the register said, "sorry that machine doesn't work", you will have to swipe. The bagels came out hard and the chef decided to put black pepper over everything on my plate, eggs, bacon, potatos and toast. At least the coffee was okay and the girl atvthe counter gave us a couple of bottles of water on the house.|The room was sparsely decorated and looked like it had not been upgraded since the 80's. The furniture was worn, dirty and the pillows left my wife and I with stiff necks. The beds were barely double instead of queen, lucky we are not large people. One of the outlets by the bed did not work. The TV was small and sat on the top of the chest instead of mounted on the wall. The bathrooms were clean, so there was that. |Overall our stay was disappointing and even a bit uncomfortable. We will not be staying here again and will be suggesting to Marriott that they need to check the standards of this location which were poor in customer service, cleanliness, convenience and atmosphere. I gave a star for the clean sheets and clean bathroom, but everything else... sorry that...

Terrible Customer Service or Lack Thereof! Not sure how this place gets such high ratings with the terrible (or nonexistent) display of customer service.

I am a frequent Marriott user and loyalty program (Gold) member. I also have the Marriott credit card. On check in, 6/23/2021 around 7 PM, I was asked to provide a credit card to check in. Being that I have my Marriott credit card saved in my member profile which is used when reserving online or through the app I rarely carry it with me.

Instead I had to provide another card which I would not get loyalty points for when using it. I asked if they could just use the card on file and the unhelpful employee at the front desk said they cannot do that and that they must swipe a card for security purposes. Surprising as I have never had to do this at any other Marriott hotels, including the Ritz-Carlton.

Clearly this (Courtyard) is the lowest on the chain of Marriott hotels. The second day I was there I spoke to another hotel employee, Delerza (might have the wrong name but it was something along those lines.. my apologies for getting it wrong), and asked her if the correct card could be charged ( the one in my Marriott profile) and not the one I provided upon check in. I asked her if my Marriott card number was in my profile which she confirmed by reading back the last four numbers of it. She said that they could definitely do it I just had to let the person at the front desk do so upon checking out.

On the day I checked out 6/25/21 around 11 AM, I asked the gentleman, Kasra, at the front desk if he could please make sure the correct credit card was charged and not the one swiped at check in I would appreciate it. He was not helpful at all and repeated the same thing as the other robot upon check in. I asked if I could speak to the hotel general manager and conveniently he said he just stepped out and I’m not sure when he will be back, how convenient. This is THE worst lack of customer service I have ever experienced. Definitely will not be returning to this hotel, which is not even in a great area according to the colleagues I was in Chicago to meet for this business trip. Aside from it being really close to the airport there is no good reason to stay in this area.

Clearly there is a break in communication Marriott corporate policy to where each hotel obviously has their own policy and don’t honor their (Marriott’s) own member profile system which clearly has credit card information.

My next step will be writing an email directly to Marriott’s corporate office and the CEO himself.

To add to insult I never received my folio when checking out and had to call today to request it be...