Courtyard by Marriott Rockford

The rooms and breakfast are reliably clean, and the staff can be accommodating in those areas. Customer service when something goes wrong is another story. If you have a problem, calling corporate to open a ticket seems like the best route. The on-site managers haven't been able to solve issues, and they never seem eager to help in person. I've stayed here over the past year and seen several management changes.

The room was tidy and they’d already left extra towels, but breakfast costs extra and seemed overpriced. They tell you the serving hours without making the charge clear. We were on the third floor, the top of the building, and after 11 pm there was a lot of noise from the hallway and above us. It sounded like a whole herd was moving around, though I can't say what was going on. Maybe just noisy neighbors.

Every part of the staff seemed focused on making guests feel welcome. The front desk team checked in about our daughter whenever we came and went, after I mentioned she was in the hospital. Josh patiently took me to look at several rooms so I could avoid one that smelled of smoke, after I'd had to leave a nearby hotel over that problem. The woman working evenings in the bistro, housekeeping, and maintenance were all wonderful too. We'd traveled from out of state to be near our daughter and booked the cheapest AAA rate I could find. On my second day, Magnificent Maggie, the manager, asked whether I had the hospital rate. I hadn't known about it, so she changed my rate retroactively and saved us about 40%. She also said to ask for it when we return for the next round of surgeries. We've already booked again, and plan to stay at a Marriott brand hotel on future trips.

We spent a week here while I was in Illinois for surgery. Although I'd moved from IL to KY, I needed to return because I was already an established patient there. They put us on the first floor near an exit, which suited my needs, and the whole team was helpful. Alyssa especially went above and beyond to make us comfortable. We usually stay at a Hampton, but enjoyed the service at the Courtyard so much more. I've already returned once and will keep coming back for follow-up appointments.