Courtyard by Marriott Chicago Southeast/Hammond IN

Poor Customer Service

Liked: Clean, comfortable
Disliked: I had gone through booking.com to reserve a King room with a sofa bed for my family reunion. My price was 552.16 plus a 100 deposit. My wife and I checked in at Marriott Bonvoy 8/1 for a 3-day stay in Hammond IN. The lady who was working the desk greeted me and I gave her my information to get checked in. She took my payment for what I had reserved. Upon entering my room I noticed that we were placed in the wrong room because I didn't see a sofa bed. I even went back to your website to confirm.I went back to inform the lady who checked me in that I was in the wrong room. This is where I have a problem. If I never said anything she would have fully charged me for a room I didn't have. Yes, she said "Oh I didn't know that room didn't have a sofa bed" then turns around and says we are sold out of those rooms. If you're sold out AND already knew then why would you still check me in and CHARGE me the same price?So I asked her what happened and it seems to me she wasn't honest upfront. She first offered me a double bed, then 25.00 off my bill. I was very upset and voiced my concern over how this situation was handled. Because I go back to my original thought, if I never said anything she would've charged me for a room I didn't have. She finally offered me 50.00 off my room and I accepted. This is a very bad look. This was our first time staying in one of your hotels. If I can't trust the people you employ I may have to use other hotels for all future stays as we travel. Also, our tv only worked the first five minutes we were there. I asked for assistance from the evening and day time receptionist and neither one followed through with my issue. Respectfully, Gregory Gayles

They stay and room was...

Disliked: We had a problem with the reservation. We live in illionis and this property would not take the paper ID that was issued to my daughter. We had to leave and get things transferred to me which was 2 hours latter. We didn't like that breakfast was not included. It was expensive so we went out.

Very good

Exceptional

Very good

Disappointing

Disliked: I booked a suite w/balcony. They didn't have any available.

Disappointing

Liked: Location
Disliked: A dirty entrance greets you. Dirty hallways and rooms. Dirty couch. A pretty run down hotel. Not going there again.

Exceptional

Great place to stay when...

Liked: Nice rooms, safe location. Extremely friendly staff. A group of your hotels in Hammond was recommended by Whoazone as a safe, family friendly environment close to there location in Whiting.
Disliked: Rooms should not be full price when amenities are under construction. No restaurants, breakfast in conference room because lobby is under construction. Breakfast was a yogurt cup, hard bagel, or kid size box of cereal. Thankfully the pool had just re-opened so the kids could swim.