Chicago Marriott Southwest At Burr Ridge

“The best customer service ever, when we needed it most.”

This is such a great hotel. My family and I have stayed here several times, actually, and always had a really good experience. This time, however, was an above and beyond experience worth the trouble of writing a review. We were in town this time to be with a terminally ill (imminently) family memb… more

This is such a great hotel. My family and I have stayed here several times, actually, and always had a really good experience. This time, however, was an above and beyond experience worth the trouble of writing a review. We were in town this time to be with a terminally ill (imminently) family member. I was a wreck making the reservations, and managed to screw them up in a couple different ways that should have cost me hundreds of dollars. I also had zero wavelength to deal with checking in online. I was absolutely raw and it was late by the time my kids and I rolled up to the desk to check in. I was greeted by Jessi, who was from the get-go the picture of professionalism, warmth, and class. I explained that I had screwed up the reservation, booked an extra room and gotten the guest count wrong on another room, and before I could even start crying, she calmly said, "Not a problem, we'll get that taken off for you, and you won't have to pay a cancellation fee." Look, this may seem like a small thing, a couple hundred dollars, which wouldn't necessarily have been devastating to us -- but in that moment, Jessi's kindness was worth a THOUSAND dollars to me. She also helped me set up a Marriott account, which saved us on wifi fees. Trust me when I say there was no way I would've figured that out on my own; I was far too overwhelmed. I got my kids upstairs, settled them in their room, and finally got to have a good cry, which was, thanks to Jessi, about grief and not about frustration with the way I'd mucked up the reservations. This is a pretty pricy hostel for the suburbs, and I left a star off because charging for parking in an office building complex with tons of lots is ridiculous. But we'll come back again and again when we visit our people in the area. I mean, we haven't even seen the pool yet! Plus the rooms are clean as can be, comfortable (great mattresses and pillows, and the crispest sheets), and quiet. Here's hoping the next visit is under better circumstances. And thank you, Jessi, you are a class act. I hope your supervisor makes sure you are recognized accordingly.

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“Reconsider charging for parking”

We’re from Chicago and stay at this hotel whenever we come back to visit family. It’s always been a great experience, and the location is excellent—close to restaurants and shopping, which makes it very convenient. That said, we were really surprised during this visit to be charged for parking, es… more

We’re from Chicago and stay at this hotel whenever we come back to visit family. It’s always been a great experience, and the location is excellent—close to restaurants and shopping, which makes it very convenient. That said, we were really surprised during this visit to be charged for parking, especially in a suburban location. This was disappointing and honestly a deciding factor for us—we would consider staying elsewhere based on that alone. Additionally, we tried calling the hotel restaurant multiple times over the course of three days and never once got an answer, which was frustrating. On a positive note, the front desk staff were welcoming, and the bartender was great—both really stood out. We’ve enjoyed staying here over the years, but we strongly encourage the hotel to reconsider the parking policy. Complimentary parking for guests and visitors would make a big difference.

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“Fairfield inn masquerading as a full service hotel.”

This is a Fairfield inn masquerading as a Marriott. I seldom write negative reviews but this property is definitely below the standard that I expect at a full service hotel. As an ambassador I was given lounge access. Breakfast offerings in the lounge were identical to Fairfield breakfast except… more

This is a Fairfield inn masquerading as a Marriott. I seldom write negative reviews but this property is definitely below the standard that I expect at a full service hotel. As an ambassador I was given lounge access. Breakfast offerings in the lounge were identical to Fairfield breakfast except that you had real plates and silverware. No coffee machine in the lounge so you can not have a latte or cappuccino or even hot chocolate. I was not given the option of a complimentary breakfast in the restaurant even though I asked. Fitness center had no weight machines just free weights and very few cardio machines just like a Fairfield. Lounge attendant and front desk person were friendly and efficient but they both had heavy accents and were difficult to understand. I did not have the opportunity to sample the evening hours deurves but I doubt that I missed much. As an ambassador, I was upgraded to a 1 bedroom suite which had plenty of charging outlets and a comfortable bed but the renovated bathroom was tiny. The thermostat was set to 65 degrees and when I came in from the 17 degree winter weather I was freezing. I reset the set point and the room warmed up within half an hr. No welcome amenity.

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“Ok hotel”

Pros: Rooms are clean and very spacious Cons: 1. Internet is an extra charge, seriously!? It's 2025 internet should just be free. I paid nearly $89 for internet. That alone will make me re-consider if I want to stay at a Marriott on a future trip. 2. Hidden charges. There was an unknown charge fo… more

Pros: Rooms are clean and very spacious Cons: 1. Internet is an extra charge, seriously!? It's 2025 internet should just be free. I paid nearly $89 for internet. That alone will make me re-consider if I want to stay at a Marriott on a future trip. 2. Hidden charges. There was an unknown charge for $1 on my account. They couldn't figure out what the charge was or how to refund when I was checking out.

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