For the price, you can do better. No mini fridge (without extra charge) and despite being out of my room for the last 2 days, no one cleaned the room. Had to request coffee refills at front desk, and take out my own trash!
On a positive note, overall staff has been quite nice.
Dear L555KLaurenb,
We are so happy to hear that you had positive interactions with our team members at the Sheraton Grand Chicago Riverwalk. However, we do extend our apologies for the lack of Housekeeping provided to you during your stay and are grateful for your feedback so that our team may be made of aware of this area of opportunity that impacted your stay. Our team thanks you for choosing our location and we hope to welcome you back to our neighborhood in the future!
We stayed there in Januyry and will be back in december. On both occations, we tried to arrange some basic topics before arrival via email - but never got any reply. They claim they are interested in giving a feeling of hospitality, but not answering to mails isn#t probably a good way to do that (especially with status guests who are booking on of the bigger suites...)
Dear W9910BPmichaelk,
Thank you for sharing your feedback regarding your pre-arrival communications with us. To better assist you in the future, you may also connect with the hotel directly and speak with a representative if you have upcoming requests once your reservation is reserved for the most efficient communication as well. We are happy to hear that you will be staying with us in December, and look forward to welcoming you back then!
If I could give 0 stars I would. Although being close to the river seems appealing, this hotel simply does not meet even a minimum standard of acceptability. The staff at the front desk are extremely rude. The lobby smells like cigarette smoke. Everything looks outdated. After an unpleasant back and forth about my reservation, I finally got checked into my room. On my way to my room I saw roaches on the floor. The room had a musty odor and the carpet was gross. I was beyond disappointed. I would NOT recommend. Save yourself the trouble and stay somewhere else.
Dear angelabQ7919EH,
We regret to hear that you did not enjoy your stay with us. Our team is committed to reviewing your feedback and finding opportunity in the details you've provided. We look forward to the opportunity of welcoming you back in the future and providing you an enhanced experience at that time.
Let me say that first, I was asking that they make an accommodation for my own stupidity. I was told that my meeting was at the Loews on the River. Unfortunately they meant (and probably said) Loews on N. River (which is by the airport). I booked for a Marriott property across the street from the Riverwalk Loews. Second, the Sheraton desk staff and the Marriott Titanium staff were very helpful. After talking to the Marriott Titanium staff (who spoke directly with the hotel manager) I was told by Marriott that as long as I could show proof that I booked in error based on location the hotel would allow me to cancel the reservation and book for a property closer to the airport.
My complaint is that I brought in the meeting confirmation email to the Sheraton Manager who subsequently denied that he ever agreed (he said he had to “maintain the brand integrity”) - so somebody is flat-out lying to me, and that’s what’s triggering me.
15 years of platinum (and then titanium when that became a thing) membership apparently means little. I suppose I can live with that. Honesty and Integrity are different matters.
Dear msemp,
While we are pleased to hear that you received helpful services from our Marriott Bonvoy Titanium services, we are disappointed to hear that you had a troublesome experience with your bookings. Our team prides themselves on being accommodating when it comes to any errors in guest bookings. With that said, if you have reserved at another Marriott property, we will be happy to review the charge you may have incurred at our location. Please do not hesitate to connect with our hotel directly, and we will get more information from you if this is the case. We truly appreciate your Titanium Elite loyalty with our company, and look forward to your continued business!
Started checking in at 1230am but even with only two people in front of me in took 40 minutes for the one person on staff to get me to a room. Couldn’t get the online check in to work nor could the others in line so I was stuck waiting.
I got “upgraded” to a river view room but it wasn’t really an upgrade because the room was an accessible room (of which I wasn’t notified) and the shower head was broken. Plus the fridge wasn’t plugged in and it was gross behind the console trying to get to the plug. The room also smelled musty.
I got the room switched the next day but drawers are broken and the room is just so basic.
Location is likely the most redeeming part of this hotel but for 4 stars there are better choices I’m sure
Dear podsk,
Thank you for choosing to stay with us during your visit to Chicagoland. We appreciate you sharing your experience with us. Based on your feedback, your experience was not up to the standards we hold ourselves to as a Marriott property. Our team is reviewing your guestroom accommodations to ensure we have any maintenance issues resolved. Thank you for sharing these details with us! We hope to welcome you back and provide you enhanced hospitality in the future.
