Fairfield Inn & Suites by Marriott Chicago O'Hare

The hotel is clean and close to O’Hare, but I’ll probably take my future business stays elsewhere. I’ve stayed at this Fairfield Inn & Suites before and planned to return monthly for another 10-15 nights. Then my work trip ended a day early, so I asked the desk whether I could cancel the last night and get a refund. At first I was told it would probably be possible and to let them know once I decided. I changed my flight, only to be told I’d still be charged for the full night because I’d prepaid through Chase Sapphire Reserve and they could do nothing. They acknowledged they would have worked with me, with a penalty, if I had booked directly. So I’m out about $200 because of the booking channel. I know policies exist, but flexibility matters for repeat business travelers. This left me feeling penalized for using a premium travel platform, after I’d planned to keep staying here. Be careful if you need flexibility on business trips, especially when booking through a third party.

The late-night check-in was easy and welcoming after a long day on the road. The gentleman at the front desk was incredibly friendly and helpful, and the customer service felt as good as I’ve come to expect from Marriott. It’s great when staff clearly care about guests having a good stay. The place was clean and comfortable, and I’d recommend it if you’re traveling near O’Hare. A solid option in the area.

The shuttle situation turned into a miserable experience. My flight was delayed, and I got to the terminal pickup area just before 11:45 p.m. after calling ahead to confirm the schedule. I couldn’t find the shuttle, so I called again. Jay said one was at the airport but wouldn’t help me locate it. When I asked whether I should be at Terminal 2C or somewhere else, he said, “I cannot tell you.” A rideshare driver pointed me to the lower level, but by the time I got there, another hotel’s shuttle driver said ours had just left. I called once more, and Jay said that had been the last shuttle and it wasn’t coming back. He was rude and offered no solution. He could have contacted the driver when I said I was looking for the shuttle, or at least tried to help. The airport drivers were more helpful than the hotel employee responsible for assisting guests. When I finally reached the hotel, Jay was at the check-in desk. I asked whether anyone else was on duty, and he said no, then defensively asked if there was a problem. When I raised how little help I’d received, he argued that missing the shuttle wasn’t his fault, threatened not to check me in, and accused me of not being calm. This was the worst experience I’ve had with hotel staff, with no basic courtesy, professionalism, or customer service.

The front desk staff were cheerful, kind, and ready to answer questions, and coffee was available throughout the day. I’ve stayed here a couple of times while going to events at the Allstate center. Once I checked in very early. There was a small fee, but my room was ready and unbelievably clean. I didn’t see a speck of dust on the lampshade, and for once I didn’t feel I needed to wipe everything down with antiseptic wipes. The free breakfast was the best I’ve had at any Marriott. Along with breads and cereals, there were fluffy scrambled eggs and a special egg dish, including quiche one day.