SpringHill Suites by Marriott Chicago Naperville/Warrenville

We stayed two nights, and the room had a broken toilet, no internet, and a living room light that didn’t work. There was no housekeeping, no helpful staff, and no manager from 5 p.m. until 11 a.m. When we asked, staff wouldn’t even try resetting the router and said we had to wait for a technician. The support line kept saying they needed to investigate before asking anyone onsite to reset it, and that they were working on it remotely. I’d avoid this place.

The carpets and walls were stained, and there was a fly and some strange looking bug on the curtains. The bathtub was either badly stained or not clean, either way it was disgusting. I had to change rooms because the first one smelled awful and had plumbing problems. When I tried washing my hands, water leaked from under the sink onto the carpet. This place needs major upgrades. Marriott, step your game up. It’s embarrassing, and I won’t be back.

We had several rooms booked together after my mother passed away, and everything seemed fine until my son realized after checkout that he’d lost his phone. I told the front desk and asked them to call if it turned up. The woman there said she couldn’t promise to call, which I accepted. My sister then contacted the sales liaison we’d booked through, and Kirsten said the phone had been found and could be picked up anytime. Kirsten also emailed me to confirm it was there. I told her I worked nights and lived two hours away, so I couldn’t make it until Thursday. I didn’t go Thursday, and sent my son Friday instead. Assistant General Manager Heath told us someone with my last name had picked it up two days earlier, on Wednesday. While I was on the phone with my son, staff said there was nothing they could do. They said their cameras only worked in real time, so they couldn’t check who had taken it, and told us to contact Warrenville Police department to file a report for the phone they had given away. We contacted the police and corporate. Alison, the General Manager, was rude and matter of fact when I spoke to her. She said the hotel wouldn’t do anything else and that I should contact the police. She also said they had charged the phone so we could find it, which seemed odd since my calls to it went straight to voicemail. Corporate went with Alison’s account, and I still haven’t gotten my son’s phone back. I’ll never stay at a Marriot Hotel again or use them again. I’m sure it doesn’t matter to the company because they have other customers.

We were in town for a wedding, and check-in and checkout were both quick and easy. The room was really spacious, with a king bed that was nice and firm. I slept well.