Alina at the front desk was very welcoming, found a room for us at 2:00 pm already, explained everything including the destination fee benefits, elite benefits, and lounge access. She provided an excellent level of service and started our stay off in a great way! The executive lounge had some of the best selection of food we've encountered in a US lounge, both in the evening and for breakfast.
I wanted to share my experience simply because of the service alone. We stayed here for Lollapalooza and we definitely want to come back! While we did have an issue with our room, the team members were quick to help us do what they could to make our stay enjoyable. I also wanted to highlight Melissa, who was helping check in guests at the Executive Lounge. She was so friendly, kind, and welcoming. She made our stay ten times better with her joyful and positive spirit! And I thank Debra as well for greeting and chatting with us on our way out. She made the place feel like home! As for the location, they do have off-site valet parking but we parked closer to the festival grounds since it was more convenient. However, the hotel was about a 20-minute walk from the festival so it wasn’t too bad. Just made sure you wear some good shoes!
The hotel itself is ok and has a good location, but unfortunately, our experience at JW Marriott Chicago was disappointing in several ways. When we booked, our rate included a $15 daily credit for food and beverages. We stayed for three nights, so we expected to receive the $15 credit for each of the three days. However, when we had breakfast on the last day, the hotel refused to apply the $15 credit, explaining that we were supposed to use it on the day we checked in. This makes absolutely no sense. We had a three-night reservation, and the credit was clearly advertised as a daily benefit. They applied it twice but simply did not apply it for the third day. What difference does it make whether the credit is used on the day of arrival or the day of departure? We were also surprised that there was no late check-out option at all. Check-out was strictly at 12:00 PM, with no flexibility offered, though we mentioned our Bonvoy gold status, no difference… There were also some basic housekeeping issues. Our room did not have bathrobes or slippers, and we had to call and ask for them to be brought up. On one occasion, our room was not serviced at all. Overall, for a JW Marriott, we expected a much higher level of attention to detail and customer service. The small things matter, especially when you are paying for a premium hotel experience. Unfortunately, Marriott hotels have been disappointing us more and more lately. What makes it even more frustrating is that the price of a stay at JW Marriott is now almost comparable to Four Seasons, while the level of service and the overall attitude toward guests clearly do not come close to the Four Seasons standard. For this price point, we simply expected much more.
Great stay at the JW Marriott Chicago. The location is excellent and very convenient for exploring downtown. The staff were friendly and helpful, and everything felt clean, comfortable, and well-run. Would definitely stay here again!
I’ve stayed at a couple other JWs and was a bit surprised to see how dated the Chicago one is. It’s definitely nice, but not up to the JW brand. My room was a bit dirty — dust under the sink in the bathroom, some ~stuff~ at the base of the toilet around a loose floor bolt. Some parts of the room felt a bit cheap or dated (again, by JW standards only) Otherwise, it was nice, the tub was a great add, and access to the Executive Lounge was a nice surprise (and the breakfast was admittedly very good). I recommend the neighboring La Salle (Autograph Collection / in the Bonvoy family) for newer decor / furnishings, and nicer touches throughout. They’re essentially the same price point, and sometimes the LaSalle is cheaper, so why not if that’s within your budget and loyalty program.
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