As to the breakfast benefit and closed lounge, she blamed corporate and claimed they had an exemption under covid protocols without ever conceding that the property was noncompliant. She moved me to suite - the upgrade I should have received - and offered compensation by way of a $100 food and beverage credit. I addressed these issues and invoked the $100 compensation for not providing a compliant breakfast benefit with the front office manager. This is beyond unacceptable, especially since the hotel is managed by Marriott and not some franchisee. They just won't provide what is required for free by Marriott Bonvoy. Of course, the restaurant is open and will gladly sell you breakfast. If that wasn't bad enough, the hotel tried cheating me out of my guaranteed Bonvoy benefits by refusing to provide breakfast in the restaurant as the executive/club/concierge lounge is closed on the weekend. Worse yet, the front desk lied about suite upgrade availability (suites were available). The lobby bar has better food than the hotel restaurant. They also never promoted their own restaurants, including the soulless contracted restaurant on the second floor. At the front desk during check-in, the front desk never addressed me by name, never thanked me staying, never offered me any assistance with luggage, or referred me to the two employees at the concierge desk for any assistance with restaurants, etc. They were obnoxious and berating the requirement to wear a mask. Similarly, a nearby room was overly loud because there were 5 people crammed into a single room. That ********* smell was always present in the hotel based on the kind of people staying at it over a weekend. Instead, I was greeted by a guest smoking ********* at the front entrance to the hotel. When I arrived in a taxi with luggage, there was no doorman or bellman. Anyone who has ever stayed at the JW Marriott Grosvenor House, JW Marriott Marquis Dubai, JW Marriott Kuala Lumpur, etc. The service, amenities, and standards at the JW Marriott Chicago are not at the level one expects of the upscale hotel brand.

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