JW Marriott Chicago

My boyfriend and I came into town for a concert and chose the JW Marriott — we’re loyal Marriott people, and this stay reminded us why. From the moment we arrived, valet was helpful and welcoming. The concierge greeted us warmly and guided us to check-in, and I have to say, the lobby is incredibly beautiful and so spacious. As a Marriott Bonvoy member, check-in was smooth and effortless. I don’t remember the gentleman’s name, but he was cheerful, professional, and a pleasure to talk to — a great first impression. The highlight of our stay was the lobby bar. It quickly became our favorite spot. Matt, the bartender, is genuinely outstanding — knowledgeable, friendly, and spot-on with recommendations for both the menu and local spots outside the hotel. When we returned the next day, he remembered my name and our drink orders without hesitation, which made us feel like regulars. Be sure to go see Matt at the bar; he’ll take great care of you. Special thanks as well to Robert and Diego behind the bar — both so lovely, attentive, and friendly. They helped make the experience memorable. Overall, an excellent stay with stellar service across the board. We can’t wait to come back. I also want to add how clean the rooms were and the entire hotel, the noise level no problem especially being right in the city. And the price value of the hotel was very reasonable especially being the 4th of July weekend

I want to share my experience at JW Marriott Chicago because really, it was wonderful. We came here for a 2-day client offsite in May and I have to say, it was one of the best hotels I have stayed and planned an event at. The sleeping rooms: They are clean, spacious and really fancy. Everybody in our group was talking about how comfortable they felt and how amazing they are. Also, the shampoo, conditioner, and body wash smelled so good. The meeting spaces are renovated recently and very beautiful, perfect for a high-level event. Our attendees were just wowed. But what really made the difference is the people. Phoebe, Julia, Celia and Paul from the events team were amazing, and honestly, every staff member we met was the same. You can feel that they are happy to work there, and they are always ready to do anything to help you make your event the best. Any small thing we needed, they said yes with a smile. I give props to the sliders from the bar. And the flourless chocolate cake, I am still thinking about it. Between the location, the rooms, the meeting spaces and the food, there is really nothing missing. If you are planning a client offsite, a business trip, or even just to enjoy Chicago, I recommend this hotel. I am extremely picky and very demanding. We will come back for sure. Thank you so much to all the team at JW Marriott Chicago — you made our event very special.

I had a recent stay at this JW Marriott that was atrocious. As a Titanium Elite Marriott Bonvoy member I expected way better on literally all fronts. We checked in and the service was just not great. They weren’t overly friendly and the lobby was a bit of chaos and disorganized. The check in desks were a free for all with no real queue order. They did not offer me any form of upgrade. When we check in the room was mediocre, after walking through a complete maze hallway to get to the room. We stepped out for a work dinner and came back around midnight to which our room smells like complete sewer and feces. Like it was bad. Called the front desk and the sent someone from “maintenance” who didn’t even step foot in the room and from the hall way said “I could smell this room from down the hall you can’t stay in here.” He never even walked in the room. Called the desk a second time - and the hotel manager said he would send a key up and someone was on their way. We waited in the hallway for more than 20+ minutes and no one showed. I went to the desk to where there was still no key made, I got very direct with the manager who provided a key to another room on the same floor that also smelled like feces and sewer (clearly no one checked this room either before putting there.) I went BACK to the lobby again and expressed my extreme frustration and at this point beyond 2am exhaustion as a very busy business traveler. They explained they had no other rooms available and were “sorry” once again having not personally checked the rooms themselves. The woman desk worker at this point randomly found an “accessible” room and the manager walked us up this time after me pitching a fit about him not even personally looking at any of the rooms, this room did not smell but the shower was so small that the curtain touched your leg just by standing in the shower and we just could not do it. At this point it was all so bad I had the hotel move me out to another Marriott property. We didn’t go to sleep until after 4am and the manager was nervously stuttering all over his words. I expect better experiences and better customer service as a Titanium member, let alone at a JW Marriott that as you can imagine wasn’t cheap in down town Chicago on a Bears game home weekend. I will not return to this property and I am extremely disappointed with the entirety of how this was handled. People cannot sleep or be expected to stay in an environment with the extreme sewer smells we experienced. Other people on our hallway were also complaining that their rooms smelled so bad on our floor and in the lobby another woman was complaining that her hallway smelled like feet. The front desk manager seemed extremely incompetent and did not handle our disappointment very well. It was pretty shocking and I don’t know if it’s because he already knew we were in a bad room and bad floor and was embarrassed or if he just did not have very good people skills - but I am still angry about this experience. Won’t be back to this hotel.