Your reservation isn't until Saturday and it's Wednesday right now? I'm thinking it might be sold out due to a kids' competition or sports thing, where the group's budget depended upon a lot of kids per room, and that's why they need the 2 double beds more than you.

I'm guessing neither of you have set foot on this property. Putting aside the OP's issue for now, this is actually a very nice property with excellent customer service. Calling it a basic airport hotel is wrong. The uniqueness of the property - it's all suites - creates a situation where there are not many rooms with two double beds. While the hotel might have room for improvement in it's reservations, remember they did reach out to him well ahead of time, rather than letting him show up and find out. The hotel should be commended for that. They also apparently worked with the OP and reached and amicable solution. Shouldn't we appreciate when hotels do that? I can think of two other active threads where people never heard back from the hotel when there was an issue. Labeling the customer service "terrible" in light of this seems wrong, at it defies what I've experienced at this very nice property.

Correct, the res is on saturday; I figured something like this might be the case. I guess i'll find out at check-in

It's in Rosemont. It's an airport hotel. Sorry, good or bad, that's what it is. That's why the OP is there. That's why 99% of the people in the hotel are there. (When I traveled for sports, we didn't get booked into full-service Marriotts!!!)

And yes, I've stayed in several Marriott Suites before. I might have even stayed in that one because I've stayed in *most* Marriotts in the NW 'burbs, but I can't be certain.

Hopefully, once on-site, they'll be great. But the tone of the emails isn't exactly a great start to the relationship.

Sometimes I find the Marriott Suites properties to be less interesting than regular Marriott FS properties ... mainly because they often don't have a Concierge Lounge.

I don't think its entitled to say I booked a double and that's what I want. Of course, the last couple of times I've invoked the guarantee (one time they denied there was any such thing), the king bed ultimately appeared. As a PP, I would have appreciated that when I check into a hotel at midnight, my room is waiting and I'm not arguing over a bed size. Entitled ... perhaps but there is a significant difference in the mattress quality between the king normally found at Marriott's and a double.

1.

It seems to me that OP simply wants the reservation honored. The OP has a Guaranteed Room Type reservation for a 1-bedroom suite with 2 double beds in the bedroom and a sofa bed in the living room. Marriott corporate has structured the Platinum benefits to make sure that Platinum members get their Guaranteed Room Type, or the hotel has to pay a penalty to the member.

With a Family Suite at this property, one brother would get a King or double Murphy. The other brother would get a sofa bed.

Normally, sofa beds at Marriotts are not made as beds ahead of time. Sometimes there's not even bedding for the sofa bed in the room. So then it's a matter of waiting for a runner to bring up bedding. And often the guest is stuck making the sofa bed into a bed for sleeping, even at "full service" Marriott properties. With the OP's already limited time at the hotel, this means less sleep. And sofa bed mattresses are usually more appropriate for children than for adults.

Calling a Family Suite an "upgrade" when the guest has booked a suite with two real double beds is ridiculous. Trying to fool a Platinum guest into accepting this as an "upgrade" is truly awful customer service. In fact, it's deceit. Shame on the Chicago Marriott Suites O'Hare.

2.

I think the OP would be pleased if the two real "double beds appear in some form upon arrival."

$100 for failing to honor the Guaranteed Room Type is a not a particularly good penalty if it means less sleep, worse sleep, and an aggravating situation -- especially when it's already a short stay.

At least the penalty for a Platinum guest to be "walked" at a full-service hotel under Marriott's Ultimate Reservation Guarantee ($200 USD + 90,000 points) is worth losing some sleep over.

The Marriott O'Hare Suites doesn't have a lounge, but the Renaissance O'Hare Suites does have a concierge lounge. I'm mentioning it since we're discussing an ORD property in this thread, in case someone else needs to do a quick overnight stay. The Ren is my preferred property when staying near ORD (even before this mess w/ the Marriott Suites).

Cheers.

I've stayed at a few Marriott Suites, and none had a lounge. I just assumed that back when they were built, that was the design. Anybody aware of a Marriott Suites with a concierge lounge?

I was just pointing out that the Ren O'Hare Suites does have a lounge, so if someone was considering the two suite properties & lounge access was a consideration, then the Ren would be a better choice. I've stayed at both properties & prefer the Ren Suites which actually is more like a FS property.

I'm w/ you, though, in that I don't think the Marriott Suites when they were built, were built w/ exec lounges.

FWIW - most of the time the Marriott ORD Suites is more expensive than Ren ORD Suites. Ren ORD Suites rates on weekends, in particular, are usually inexpensive. This weekend, for example, Ren is 94/night regular rate, 89 AAA rate. During the week the MAR Suites often runs $20 higher than the Ren.

Anyway, it will be interesting to see if the Marriott Suites does come up w/ a double-double or if they just hand over the $100 to the OP. Edited to add: if a sports tournament/teams are staying at the property then that's probably where the double-doubles went & it's probably cheaper for the property to pay $100 to a single elite than turn away the sports team bizness. While on the one hand I think the elite should get what he booked, I also do think the property was good in pro-actively reaching out vs. telling the elite at check-in.

Cheers.

This is my guess. The hotel is probably overbooked and has guaranteed the rooms with two beds to some group, maybe a group that returns every year.

The ones I've stayed it have felt almost identical to each other. Chicago, DC area, Dallas, maybe 1-2 other cities. I wonder if it was a concept that the built out in a relatively short time period and then halted for whatever reason. There aren't a huge number of them and I can't recall ever seeing one outside the U.S.

Each of them I've stayed in has been a pretty soulless, suburban experience. But definitely roomy, if that's what you need.

Wouldn't a King+Murphy sleep more than 2 doubles?

How? Maybe you are used to 3/bed but I'm sure most aren't. King and Murphy are 2 beds. Two doubles are 2 beds. ???

According the Marriott.com listing for the Chicago Marriott Suites O'Hare, a "Family Suite" can be a King+sofabed or a Murphy+sofabed.

In other words, it's not a King+Murphy.

If the hotel could promise a King+Murphy, made up before check-in as two beds, ready for sleeping, then it wouldn't be a bad option for two adult brothers sharing a room.

Unfortunately, that doesn't seem to be the case, at least according to Marriott.com.

Well if you're saying 1/bed then at worst wouldn't it be the same (and thus why would the sports team need it more)? I was probably figuring 1/bed on the double and 2/bed on the King.

I was just going off the OP, which stated: