Usually, you see these reviews talking about someone’s overall experience or problems. This one will be a little different. The hotel was fine. It’s older, the outside especially; and the approach looks kind of desolate, with a big parking lot in front and no attendants or parking valets outside to greet you or make you feel welcome. It would be nice if they could do something to improve the curb appeal. Inside is better. The rooms are fine, amenities good.
The club lounge looks new and is very nice. No complaints. But I want to say something about attitude that makes you happy to be somewhere.
I was in the club lounge for Marriott’s frequent guests. I wanted to use the computer but it was stuck on something. So, this story starts out with something annoying. I asked the club lounge attendant who didn’t say, “I’ll call someone” but instead came right over and fixed it. Then, I wanted to print something but the printer wasn’t working or something was wrong with my files… I didn’t know. So, I called the attendant over again but this time she couldn’t fix it. So, she asked the Executive Chef for the whole property, who happened to be in the lounge kitchen, to look at it, and he came over. Why she asked the chef, I’m not sure; and why chef agreed to look, I really don’t know. But they did. He couldn’t figure it out, so he took me to the business center (he didn’t tell me where it was, he personally took me there). And he didn’t just leave me there, but said he’d come back in a few minutes to see how I was doing. Guess what, same printing problem down there. I think it was actually something with the way they have the computers set up – so Marriott, fix it. But a couple of minutes after he left, the Exec Chef came back! He did what he said he would do. And when I told him it still wasn’t working, he took me to his office in the kitchen, popped my thumb drive into his computer and printed my couple of pages right up.
At any time, the lounge attendant or chef could have said, “I don’t know” or “I’ll call someone.” But they didn’t. They took personal responsibility and initiative – even though it wasn’t the lounge attendant’s job and certainly not the chef’s job – to help me with my printing problem. Major kudos to them!
Does that happen at all Marriott-family hotels and with all staff? In many hotels, yes. In all, no. I think these particular individuals, especially Chef Craig, exhibited extraordinary customer care and is among the best reflection of Marriott’s goal to provide exceptional guest care (along with Victor at the Cali Marriott, which I recently reviewed).
And, by the way, the kitchen was immaculate, the cooks’ uniforms were clean and pressed and the Chef’s office was not only spotless, it was also a very cool design. So, it appears Marriott takes as much care with the back of the house as they do in front. Again, kudos.
If I could break the rating out, I'd give 4 stars for the hotel and 5 stars for the staff.
- Official Description (provided by the hotel):
- Discover Chicago without having to stay in an expensive accommodation. Find a great home base for exploration at Chicago Marriott O'Hare. We sit ideally near the O'Hare International Airport, just 15 miles from downtown. Our renowned luxury hotel in Chicago, Illinois offers modern guestrooms and great amenities near Chicago's 'L'-train leading to the heart of the city. The Donald E. Stephens Convention Center is also close by. ... more less
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- Also Known As:
- Chicago Marriott o`Hare Hotel Chicago
- Marriott Chicago