JW Marriott Chicago

We stayed on the executive level and enjoyed the room, bed, breakfast and room darkening curtains. I thoroughly enjoyed my bath.

There was mold in the shower on the bottom seal of the shower and there was no vent in the bathroom. My husband didn’t shower the day we left because his first shower was “more cold than anything”. The water pressure wasn’t great and the temperature was mildly warm.

We found the hotel to be in very good condition. Our room was large, especially for a big-city downtown hotel. Quiet. Great location away from the noise of Michigan Ave., but not too far away. Easy access to the train and easy walk to restaurants and shopping. Quality breakfast in the concierge lounge. All in all, a really good value. We'll stay here again on our next visit.

Spa, customer service, valet

We got a great and big room with a very nice and big bathroom. The breakfast at the concierge floor, was very good. The staff is great ! Very good location

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.