JW Marriott Chicago in Chicago

I wanted to share my experience tonight because it genuinely left me feeling a bit disheartened. After a long day at a conference, I was already in my pajamas at 10:30 PM when I called Guest Services to ask if someone could bring my food up. I’ve never stayed at a hotel where this wasn’t possible, so I truly didn’t expect it to be an issue— Brain from Guest Services, you have really let me down.

Brian explained that he couldn’t help because it was considered a “security risk” and because the food came from a third-party service. I completely understand not allowing delivery drivers up, but hearing that hotel staff couldn’t assist was surprising and honestly a little confusing. The way the message was delivered felt very distasteful and it left me feeling a bit brushed aside at a moment when I am trying to decompress and settle in.

In 2025, at a hotel of this level, I never imagined that such a simple request would be met without any alternative options or empathy. The comfort and convenience of a hotel stay are usually what make travel feel manageable and tonight I just didn’t feel that way from Brian. It’s the first time I’ve ever felt compelled to write a review like this which says a lot about how unusual and uncomfortable the experience was for me.

I’ve stayed at many Marriott properties and have always had wonderful interactions, so this really stood out. It affected the rest of my night more than I expected, simply because I have always been to Marriotts with such incredible staff. I truly hope this is something the team reflects on, not in a negative way, but in the spirit of ensuring guests leave feeling cared for and not overlooked.

I wish this stay had ended differently but I hope sharing this helps prevent another guest from feeling the way I did tonight.