Review of Marriott Marquis Chicago 4*

I stayed at this hotel while in Chicago for the National Association of Realtors Global Conference & Expo. I love Marriot and wanted to be close to the Convention center. This is a new hotel and was happy to book it. The staff was super nice. The room was wonderful with large windows with a beautiful view. So far so good! Why is it that I have a 3* rating? There is one main reason to rate it low. I came with 2 suit jackets for the conference. Unfortunately one of my jackets got wrinkled and I wanted to have it pressed and cleaned for the next day. I called the concierge and used the overnight service with an extra service fee of $25. Delivery by 9:00 am the next day. I did not get it before I left the room the next morning but that was ok since I left early and well before 9:00am. However when I got back to my room at 4:00pm to get ready for an evening event at 6:00pm my jacket was not there. Ok no problem I figured, just called down and they will send it up! Not that easy. I called three times between 4:00 and 5:30. The first 2 times I was told we will ask the bell boy to find it and bring it up. No appologies or explanation of why it was not in my room already. On my 3rd call I was told there was no log of my first 2 calls and that she would try to find out was going on. No appolgies again. No one called me back, no one left a message about it either. I left for my event without a clean fresh jacket. When I got back to my hotel that eveing I passed through the lobby. I spoke with Cora and explained what had happened. She was extremely apologetic and said to go up to the room and if it was not there to call down and she would look into it. She said that the charge for the cleaning would be removed. Although I appreciate the cost not being charged I still ended up with no fresh suit for the event. No manager called me after to apologize or offer an explanation of what happened. For a Marriott that likely has a huge part if their rooms taken by business visitors I find that is not up to Par with the Brand image. This incident good very well be because it is a newer hotel or an outlier. Unfortunately that is what I am remembering my experience for this stay. As I learnt in one of my sessions at NAR Global. You can give amazing service almost all the way through but if along the way one thing happens that undermines the total experience, that is what your customer will remember! I hope the next time I visit Marriot Marquis Chicago I will be able to leave a 5* rating!