First of all, I need to explain a “lockout.” When I check into a hotel it is normally for 30 days or more. There are times when a hotel has sufficient vacancy to allow me a “lockout.” In a “lockout,” I agree not to stay in the room for a certain number of nights, and the hotel agrees not to charge me for those nights. I do it when go someplace else on a weekend. The “lockout” means I don’t have to pack up my room and leave it in the hotel’s luggage room. The benefit for the hotel is they don’t have to have housekeeping clean the room every day, and they gain the good will of the hotel guest.
I asked the Marriott for a lockout for Labor Day weekend, and Marriott agreed the Wednesday before that weekend.
At 9PM on Thursday night (yes, the night before the lockout was to commence), I was called by Brittany (Front Desk Supervisor) and told that they would charge me $30.00 per night for a total of $90.00 in order to make use of the lockout. She told me she had just been made aware of the charge, and that she didn’t even know about the charge before that day.
She told me the Manager, Jonathan Earlywine, had made all the decisions, all poor in my opinion. The following references to Mr. Earlywine’s decisions were those that were conveyed to me through Brittany. Mr. Earlywine never had the courtesy to talk to me directly.
I had spent 39 nights at this Marriott, and was scheduled for another 18 nights. At $92 per night, I had already spent $3,588.00 at the Marriott, and was scheduled to spend another $1,656.00.
Mr. Earlywine held to his requirement of $30 per night for the lockout. For the “misunderstanding” he offered me 20,000 points which, I was told, equaled one night’s stay at the Marriott. I considered that an insult. I’m paying $92 per night, which means his 20,000 points is worth $92. If I pay the $90 for the lockout, that’s only $2 in my pocket.
I pointed out I was a Platinum Club member with Marriott. Mr. Earlywine’s response was that he “had a lot of Platinum Club members,” thereby denigrating the loyalty of all members.
At that point I had to pack in order to vacate the next morning since it was apparent that Marriott & Mr. Earlywine weren’t amenable to any solution. I made a reservation for those 18 nights in a Hilton property and I’m typing this complaint from the Hilton property.
I felt that this was bait and switch. Agree to a lockout, and at the last minute notify me there is a fee. And it’s not just a token fee. It’s 1/3 of my daily rate. And the fee is hidden. It is not published anywhere. Even the Front Desk Supervisor wasn’t aware of the fee.
For a corporation that is in the hospitality business, they sure were inhospitable.
- Official Description (provided by the hotel):
- The Chicago Marriott Naperville is the Premier hotel in the Western Suburbs with 25,000 square feet of flexible convention space and 424 uniquely appointed guest rooms. This hotel and staff will create a new expectation and definition of what hospitality and luxury should be for your guests. The Chicago Marriott Naperville is conveniently located just 25 miles West of Downtown Chicago. The hotel is quickly accessible from both O’Hare and Midway Airports, downtown Chicago, the northwest suburbs, and central Illinois via I-294, I-355, and I-55 makes us a popular choice of meeting planners and visitors alike. ... more less
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- Also Known As:
- Marriott Chicago/Naperville Hotel Naperville
- Holiday Inn Naperville
- Naperville Holiday Inn