Renaissance Chicago O'Hare Suites Hotel

Business reply on Google

Dear Mr. Huey, Thank you for taking the time to share your experience. As a valued top-tier Marriott Bonvoy member, your loyalty is extremely important to us, and I sincerely regret the service breakdown you encountered with our airport shuttle. The long wait, lack of clear communication, and repeated follow-up calls should never have happened—especially for a guest as familiar with Marriott standards as yourself. I understand how frustrating it must have been to stand outside for nearly an hour after a long travel day, only to be met with a delayed and disappointing response. This is not reflective of the level of service we expect from our team, and I will be reviewing this directly with our front office and transportation departments to ensure it does not happen again. We clearly missed the mark on recovery as well, and I apologize that our response did not meet your expectations. We appreciate your candid feedback, and I hope you'll consider giving us another opportunity to restore your confidence in our property and the Marriott brand. Warm regards, Shawn Parekh General Manager Renaissance Chicago O’Hare Suites Hotel

Business reply on Google

Dear Mr. Regalado, Thank you for taking the time to share such a thorough and candid account of your recent stay with us. I’m very sorry to hear that your experience did not reflect the service, quality, or hospitality you rightfully expected from a Marriott-branded hotel. While I’m glad your check-in process went smoothly and that our property made a positive first impression, it’s clear that several areas fell well short throughout your stay—from in-room maintenance and housekeeping follow-through to service interactions at both the front desk and our restaurant. Please know that I am personally reviewing the issues you noted, particularly the plumbing concerns in Room 502 and the missed service opportunities at Asado and the front desk. What you described regarding staff responsiveness and communication—especially in relation to accessibility parking and laundry inquiries—is not the experience we aim to provide to any guest, and I will be addressing this with the appropriate teams. We value all of our guests, especially those like you who traveled a long way under challenging circumstances. While we cannot change the stay you had, we are taking your feedback seriously to ensure

Business reply on Google

Dear Brittany Copack, Thank you for sharing your feedback. I’m truly sorry to hear that your experience did not meet your expectations. While we understand that personal preferences vary, the concerns you raised regarding room condition, service, and value are being reviewed with our leadership team to ensure we address them appropriately. Our hotel does not advertise onsite laundry facilities, and we will double-check all third-party listings to ensure accuracy. Regarding parking, the $40 garage fee is consistent with rates across other hotels in the O’Hare area and is clearly noted on our website, confirmation emails, and third-party booking platforms for transparency. While this was clearly not the right fit for your needs, we take your feedback seriously and will continue working to improve our guest experience. Warm regards, Shawn Parekh General Manager Renaissance Chicago O’Hare Suites Hotel

Business reply on Google

Dear Cherry Giselle Ho, Thank you for taking the time to share your feedback. I'm sorry to hear that your experience fell short of expectations and that several aspects of your stay—including in-room amenities, breakfast service, and interactions with our team—did not reflect the service standards we aim to provide. Your comments regarding the condition of the bathroom, lack of accessible power outlets, and breakfast experience are being carefully reviewed with our housekeeping, engineering, and food & beverage teams. We’ve recently upgraded many of our suites, but your feedback is a clear reminder that attention to detail and consistency are equally critical. I’m especially concerned to hear about your skin reaction following your stay. While we follow Marriott-approved cleaning products and protocols, I’ve asked our housekeeping leadership to review the cleaning products used in your suite as a precaution. Regarding your breakfast service, I understand your frustration. Omelettes should be available with clear communication on any pricing differences. We will ensure our team is better trained to explain menu options transparently and respectfully. While we clearly missed the mark

Business reply on Google

Dear Debra Hopkins, Thank you for your feedback. I’m very sorry to hear that your brief stay did not reflect the standards we aim to uphold. The condition and cleanliness concerns you described are being reviewed closely with our housekeeping and engineering teams, and your comments have already been shared with leadership for immediate follow-up. We take guest safety and comfort seriously, and I regret that your experience left you feeling otherwise. While this is not reflective of the experience we strive to provide, we appreciate you bringing it to our attention. Warm regards, Shawn Parekh General Manager Renaissance Chicago O’Hare Suites Hotel

Business reply on Google

Dear Matthew Dufek, Thank you for sharing your detailed feedback. I see that during your stay you were initially assigned a room on the 15th floor and then moved to the 14th floor. I have instructed our housekeeping team to hold the original room out of service so I can personally inspect it and review the condition you described. We take reports like this extremely seriously. I appreciate you bringing these details to our attention, and I will be conducting a thorough review of the situation with our team. Warm regards, Shawn Parekh General Manager Renaissance Chicago O’Hare Suites Hotel

Business reply on Google

Dear Kenneth Hanson, Thank you for taking the time to share your experience, and I sincerely apologize for the disappointing way your evening unfolded. While we understand the stress of a disrupted travel day, especially following a honeymoon, it’s unacceptable that our shuttle service and bar team didn’t meet your expectations—or our standards. The bar should have remained open until the advertised closing time, and the dismissive service you encountered is not reflective of the hospitality we strive to deliver. Your comments have been shared with our transportation and food & beverage teams for immediate follow-up. Please know that we take your feedback seriously and are committed to ensuring a much better experience for future guests. Wishing you both all the best in your newlywed journey, and we hope to have the chance to make things right in the future. Warm regards, Shawn Parekh General Manager Renaissance Chicago O’Hare Suites Hotel

Business reply on Google

Dear Manal Rawashdeh, Thank you for sharing your feedback, and I sincerely apologize for the disappointing experience you had during your stay with us. What you described—especially the extended delay and miscommunication around delivering a crib for your 2-year-old—is completely unacceptable and far from the level of service we aim to provide. I understand how distressing and exhausting this must have been for your family, and I am truly sorry for the frustration it caused. We are addressing this with our overnight and front office teams to ensure that requests like yours are handled with the urgency and care they deserve. Your comments serve as an important reminder that consistency and responsiveness are essential to the guest experience—especially for families. Thank you again for bringing this to our attention. We hope to have the opportunity to restore your confidence in a future stay. Warm regards, Shawn Parekh General Manager Renaissance Chicago O’Hare Suites Hotel