The Westin Chicago North Shore

Monica Sanchez did a great job cleaning the room, and I also want to thank Mauricio Tamay, Front Office Supervisor. My flight was unexpectedly delayed, and as a Marriott Bonvoy member I appreciated him letting me check back in for a late checkout. Travel delays are stressful, but he was warm, professional, and willing to help, which made a frustrating day much easier. His service reflects the standards I associate with Marriott. Thanks, Mauricio, for turning the day around.

Zaya at the front desk made me feel welcome every time I came through the lobby, which was a lovely gesture. The hotel also has a Starbucks, so getting coffee was easy, and you can book a bus at the front desk for rides within a 5-mile radius. My convention room was spacious and clean, with everything I needed and a nice smell. The Heavenly bed was very comfortable. It got a little too dark in the room at night, though the natural light during the day was good. The indoor pool and gym were decent.

The room was cleaner than I expected, especially since I have dust mite allergies and usually react badly to carpet. The one thing that made sleep difficult was the duvet. It was incredibly thick, and since I sleep hot, I didn't rest very well.

I've stayed here once before, but checking in this time was unpleasant. I'm a platinum member from staying at Marriott select hotels when I travel, yet nobody recognized my status. My profile shows that I need a room near the elevator, and although I called to ask, the room I got wasn't close to one. The room itself wasn't nice, and the customer service left me unhappy. I felt unwanted, and wondered if I was being treated differently because of my skin color. I'm in this area often, but I'll cross this hotel off my list and ask our corporate travel team to remove it from the preferred list. Do better, Marriott. Hire kind people.