JW Marriott Chicago [Master Thread]
 

Despite being discussed in the Chicago thread, the JW does not seem to have a master thread for trip reports and property-specific questions, so I'll start one.

Overall, the JW would be very down on my list of Chicago properties to return to - especially as much stronger properties, such as The Gwen, are around the same price.

Really Bad:

1. Terrible, thin covers on the bed. The down comforter between the two sheets was as thin as a sheet and nearly empty of any feathers (you could tell when held up to the light). This is unacceptable in warm climates, let alone the bitter cold of Chicago. Seriously, these were probably the worst bed covers I've ever seen. I didn't try to get a replacement as it was 11 PM, I wanted to go to sleep, and I am not convinced this isn't a hotel-wide issue.
2. The front desk agent on my day of departure consistently seemed like they hated their job, was actively hostile at points, and difficult to understand (if you're going to chastise me to get behind the plastic divider, at least speak up so I can hear you).
3. The property was unwilling to offer 4 PM late checkout - they said I could only do 2 PM since I was upgraded to a suite and "those take longer to clean." The aforementioned agent begrudgingly and bitterly extended me to 2:30 on the morning of departure when my meeting schedule at work unexpectedly changed.

Bad:

1. The location in the Loop is rough - far from many restaurants and very eerie.
2. The property felt very empty and had a depressing vibe in the common areas due to the lack of guests and employees.
3. The welcome email had an aggressive, policy-centric tone - felt like I was being yelled at.
4. Housekeeping was less thorough than they should be - a previous guest had left their glasses in the safe, and there were some minor stains (that wiped off) on the toilet seat.

Good:

1. I was pre-upgraded to a Luxury Suite about four days prior to check-in after booking a base Interior View room.
2. The Adams Suite I was put in had many nice aspects, including views of the Willis Tower, a comfortable couch in the large living room, a large bathroom with corner windows, a massive and comfortable soaking tub, and a large walk-in shower with good pressure.
3. The Executive Lounge (only open during the week - the aggressive welcome email suggested that Elites only get points on weekends, but this property isn't on the exempt list) was pretty good - generally friendly staff, a nice goat cheese tart (as well as other options I didn't try) at evening service, and a pretty good breakfast service with scrambled eggs, bacon, and pastries (and fruits, oatmeal, etc). The coffee was good, and the coffee machine made really good hot chocolate.
4. I was impressed with the noise insulation as train noise was noticeable but not annoying even though my suite was only a few floors directly above the actual Loop.
5. The agent at check-in was generally friendly - despite their annoying stance on late check-out. They had an Ambassador welcome card in an envelope ready for me.
6. WiFi worked well for virtual work.
7. The actual mattress and pillows on the bed were comfortable.

Overall, I really wanted to like this property, but bed quality is the most important aspect of a hotel for me and I would not voluntarily subject myself to those bed covers again.

Some photos from my suite:

https://cimg6.ibsrv.net/gimg/www.fly...d7ce7b0bd9.jpg
https://cimg1.ibsrv.net/gimg/www.fly...1ebfa78d55.jpg
https://cimg2.ibsrv.net/gimg/www.fly...41bc4d7b2e.jpg
https://cimg4.ibsrv.net/gimg/www.fly...7600770d51.jpg

Interesting review! That suite is impressive. I don't think I've ever gotten an upgrade there as a Bonvoy Titanium.

I stayed at the JW Chicago last month after not visiting Chicago since Covid and had some of the same opinions as you. It was the most empty I had ever seen that hotel, by far, but Chicago in general seemed "lower occupancy" with less traffic, fewer pedestrians, some closed stores and restaurants, etc. The front desk agent who checked me in gave me some blowback for using the state government rate, asked to see my state government ID, which I showed her, and then she told me that the hotel policies were changing and I would not be able to obtain that rate again in the future. I was surprised, because it looked like a strange time to be turning away future business, given the "ghost town" feeling there. She did honor the rate for this stay. I had stayed there 4-5 times previously, and I was shocked how different it was -- far less busy than it used to be. On the up side, the Executive Lounge evening food presentation was very nice, and the whole Executive Lounge staff was really friendly and helpful. I also enjoyed the gym and the Italian restaurant upstairs. But if I can't get the state government rate there again, I'll find a new choice in Chicago.

Stayed here January 2022. Hotel offered me 750 points for a closed lounge. I asked for breakfast in the restaurant. Front Desk said they weren't providing the breakfast benefit but I could buy breakfast if I wanted it. I Invoked $100 compensation benefit. Front Desk also lied and said no suites were available for upgrade. Front Office Manager called me and claimed they were exempt from the breakfast benefit because of COVID protocols. I said that's false and again invoked the $100. We settled for a $100 F&B credit over $100 cash. I was also moved to a new room, a suite. The suite was okay but for a property supposedly renovated it felt tired. Especially the huge walk-in closet. Cleanliness was pretty poor. Lots of hairs and stains in the bathroom. While there was bottled water and coffee, no other amenities were present. Pen and stationary? Nope. No robe or slippers. No turndown service. No wine glasses or corkscrew. None of the things you expect to find in one of the most expensive suites in the hotel. The Florentine, the contracted Italian restaurant from BLT Prime, was horrible. No atmosphere. Bad service. Lousy food. The lobby bar in the hotel was serving its own food menu. Service and food there was way better than the restaurant. Bartender and waiter both told me they hear that a lot from guests. Gym was nice but guests using pool had to parade through gym for pool access. So kids in dripping wet bathing suits walk right through the gym, which presents a slipping hazard. I won't return since they think it's OK to lie to customers and cheat on benerfits.

Thank you very much for your pushback. We have never gone back to the JW after several bad experiences right in line with what you wrote. Also, had same issue with pool/fitness center. Never got upgraded, front desk always gave the run around about everything and were never even pleasant to interact with forget about being nice. Never ever felt welcome there, always felt like we were a burden to them just by staying there and this goes back pre covid. Have always gone to Ritz since whenever doing an upscale Marriott stay and then comes Hotel Chicago and Hotel Zachary. Rooms are fine at JW but I definitely prefer the Ritz's rooms far and away and they are the same amount of points and very close in $ very often.

Really disappointed to read these terrible reviews. I have to pick between this and the W (which has no lounge). I've never stayed at either but this thread is slightly pushing me towards the W.

-J.

Can you stay anywhere else? I would walk across town daily in the snow before staying here again.

Yikes :eek: I can stay here or the W across the street... or the Palmer House I suppose, but I'm trying to stay on brand. I've always preferred the old-school hotel atmosphere which is why I wanted to stay here in the first place. I was told by another FTer that the W is "pretty :rolleyes:" (that's a direct quote) so I guess I am picking between a rock and, well, another rock.

W/r/t your initial comments, the late checkout and the empty vibe will not effect me as I won't be spending a ton of time on the property; the location is also ideal -- I think I can actually see my office from your bathroom photo. The nasty attitude from the employees does concern me (reminds me of an old employer, lol). But the photos you took (and the description of the lounge offerings, though not sure if I will be able to partake) look really nice.

The reason I'm leaning towards this is that the standard rooms are larger than the W and you get a mini-fridge, whereas the W does not specify. I'll probably see what the rest of my team is doing and just follow their lead. I do appreciate your feedback (and I love your FT handle!).

-J.

If you aren't staying during the weekend (when the property seems to not want to offer breakfast), you should get a lounge at the JW. My biggest issue was the bed covers being so thin, but that's a very strong deal-breaker for me (especially during a snowstorm in January). The service issues were souring, but frankly, could be ignored with thick skin.

I haven't stayed at the W, but it sounds pretty dated based on reviews.

The reviews here made me opt for the La Salle Autograph Collection hotel opening on July 2

FWIW I ended up staying at the JW after all and I found it to be perfectly adequate, if not splendid. No upgrade but the staff were some of the friendliest I've ever encountered. Lounge was not spectacular but nice enough; my colleague and I closed it nearly every night. I'll probably make a point of staying here on future business trips to Chicago.

-J.

is the lounge still closed on the weekends? what is the breakfast like for elites on the weekend?

Any recent updates on the JW? Trying to decide between it and the W across the street for a friday night stay.

Just as a further data point they deny late check out on the basis of being a “convention hotel”. I can’t find a list of convention hotels unfortunately.

Man. I was really looking forward to staying here again in a couple of weeks... only for the meeting to get moved to my home city :rolleyes:

-J.