My primary goal was to find a clean hotel so this spot met my expectations. Room was clean when I arrived and had a nice easy kitchenette (no oven in the studio unit that I had). Hotel has a basketball court and pool that both looked nice but due to my short visit I didn’t have a chance to enjoy. I’d definitely stay there again. On the edge of Naperville so not many restaurants within walking distance.
The General Manager has no customer service at all Pavel Evtimov. We had changed our stay from 6 nights to 4 nights and at the time of changing our reservations, we weren’t told that our rate would jump from 119.00 to 170.00. When I spoke to Pavel Evtimov, he was so aloof and had no concern of our situation. At checkout , I had asked him for his business card and he told me it’s there on the counter, for rude with no courtesy. I even called Marriot Bonvoy to let them know that this hotel is carrying their franchise and should look into this. Marriot Bonvoy even tried calling TownePlace Suites Naperville but Pavel Evtimov would not consider any changes . We had breakfast in the morning that ran late and upon arrival no happy greetings. Considering the covid situation, you would think they would be a little more appreciative when they do have customers. I didn’t use housekeeping service due too covidI and did wipe down everything upon check in. I would not return to this hotel ever again and they need a new General Manager. I worked in the hotel industry for over 30 years.…
The hotel is typical of its class. Our room had a 'typical' kitchen area, a decent work table and a comfortable bed. The main problem is the road noise that starts early in the morning and last until almost midnight. The sound insulation is very poor so it sounds as if the heavy trucks were right outside the windows. Since it is located a couple of hundred yards from a major East-West highway (Interstate 88 west of Chicago) they should have taken a bit more care with insulating the property.
We came back to our room at midnight to find that the room was flooded. Smoke alarms on tables, floor soaked, buckets everywhere. Some of our luggage soaked. We ran to desk, they never called us, never let us know. They put us in a different room for night, so we had to checkout and carry our luggage from 2 rooms. What did we get for all this? They didn't charge us for the flooded room for that night. Really?!! Should we have called health department to confirm that? My husband is titanium elite and that was the kind of customer service we received.
This is right off the toll road in Naperville. We stopped here for an overnight stay on our way to the O'hare airport. This was a very convenient place for us to spend the night on our way. The room was able to handle five which was great.
My husband and I stayed here for almost two weeks while our house was undergoing renovations. We had no specific end date and kept extending our stay a day or two; there was never any trouble doing this. My husband has difficulty walking and we had two dogs with us, so we asked for a ground floor suite close to an exit, and we got one! There is a retention pond behind the hotel with an asphalt track around it which was really great for exercising the dogs. The suite was clean and comfortable, and we enjoyed the free breakfast buffet. I dealt with a variety of staff members, and each one was friendly and helpful. The only things that kept me from giving the hotel 5 stars were the computers in the lobby. They are incredibly outdated; they don’t even support Gmail! I was trying to do some work on the computers, and it was nearly impossible. PLEASE! Update your computers! Other than the computer issue, I give everything else here 5 stars. Thank you for making our stay so pleasant!…
The rooms are spacious and clean. Good front desk staff. Nice area to walk the dog around a small pond. There is also a good bike path nearby. The pet fee is a flat $100 no matter how long you stay. This is reasonable if you are here for a few days. They also have a nice fitness center.
I want to start off by saying the hotel was very nice looking. The outside and inside. The decor of the rooms were super clean and very comfortable. Very appreciative because I have family that works at the Marriott corporation for over 30 years and there always asking me how was your stay. My family and I stay at your hotel about 3 weeks ago and was amazed that the customer service given to me which was very little. Young man who at the time was at the desk name was Aaron. I asked him can we check in early and he said they didn't have no rooms prepared yet which I do understand. I also understand that since I was in the situation where he told me a certain time the room be ready. I told him since the room wouldn't be done at certain time and I had to be at a conference that would it be possible for him to go on and at least have me checked in and prepared and take my card and take care of everything and then when the room was wet it ready that my family can come and just pick up the keys would that be a problem. He said we still don't have no rooms but I've been to several Marriott properties where they were able to do that and all my family had to do is pick up the key when rooms are ready. He wasn't very receptive at all in my opinion. He went back and asked the manager and she actually said that he couldn't do that which I didn't understand because I know several managers and general managers at different Marriott properties around the country and never have I heard that you couldn't do that for anyone but I said okay I'll just deal with it. When we finally checked in there was another young man who came out from the back to the desk and I asked him for a room next to the elevator because of my wife leg condition and he said that's one right next to the elevator. It was halfway or almost down to the end. Then the next morning we were checking out and I asked for a simple late check-out which was only an hour after the normal check out and the guy Aaron said because of the maids coming in late that they would be behind so he couldn't grant me an hour extra check out. The only start getting receptive and talkin to me after the fact that we were getting ready to check out which always felt customer service is huge in the hotel business. We eventually was able to stay an extra 30 minutes but that was only because we still have some clothes drying in the laundry room. So to say that my stay there when he asked me how was it I just kind of kept quiet because I really didn't want to say what I had to say cuz it made it came out wrong which I was respectful in that aspect. I normally don't get along with you like this but I think when it comes to the hotel business especially with Marriott because of the live things that I do hear from my family as a corporation they want to make sure that one of the top priorities is solid customer service and whoever is at the front desk should honor that. I would have thought that I was able to talk to the manager they're at the time who name was Megan but never got a chance to talk to her or was even suggested to talk to her. This does not stop me from going to other Marriott properties because I think they do such a fantastic job in a lot of other places with their new look and so forth for the different brands of properties. Thanks.…
We made a special request and the very friendly crew at the front desk made it happen. Very comfortable room with lots of extras. The grandkids enjoyed making their own waffles with the choice of two fresh batters. Next time we will arrive earlier to use the pool and hot tub and take advantage of the fully stocked kitchen.
You can see the sign from the highway...and consequently, hear the highway from the hotel. However, we had a little difficulty finding the hotel in the parking lot among the other similarly shaped hotels in the lot...signage was awful. The signage inside the hotel itself was a little odd too...with a small sign at ceiling level, leading you to the elevator hidden down a side hallway. The rooms were fine...clean and tidy; the kitchen utilitarian. Pretty typical for a Townplace Suites.