This business is Trusted — customers consistently rate it 4.3★ across 2,110 reviews, indicating reliable, quality service.
Well-established with 2,110 reviews. A 4.3★ average reflects broad customer experience.
Reviewers appreciate responsive communication and work delivered as promised.
Some customers note response times during peak periods.
Those who value consistent quality and professional service.
Review Rank Score (0–100) blends a Bayesian-adjusted rating, review volume, recent sentiment, and rating consistency. It's a predictive reputation estimate — not a replica of Google or Yelp's ranking.
Great location, right next to Magnificent mile so you can shop until you drop. Quick walk along the river to the rest of downtown as well. The service was always kind and quick, and was able to anticipate all of my needs before I even asked. The elevator went down one day (2/3 were out) and the staff came and quickly offered water for those waiting, which made things so much better. I appreciate how conscientious the service was!
Unfortunately, my first night at this Courtyard Marriott was very disappointing. I understand the hotel was fully booked, but the room I was given was simply not up to the standard I expected. The locker was not working, there was a broken mirror, and the bed was extremely uncomfortable. I could feel the springs against my back, and it squeaked whenever I moved. I asked either to change rooms or to be allowed to check out and stay somewhere else. Since no other rooms were available, the solutions offered were to note the broken mirror on my account, send maintenance for the locker, and provide a memory foam topper. Unfortunately, they did not have the topper and offered blankets instead. The only downside was that the room faced the hospital area, so emergency sirens could be heard throughout the night. What frustrated me most was being told that I would still be charged for the full stay if I checked out early, despite the condition of the room. The main reason I am still giving four stars is the customer service representative who helped me the next day. She was kind, understanding, and genuinely service-oriented. She listened to my concerns and moved me to a much better room. The second room was comfortable, and the hotel itself is in a great, central location within walking distance of many places. Overall, the stay was okay after the room change, but the first-night experience and the way the situation was initially handled were very disappointing.
See why this business ranks here and how customers describe it. Get a breakdown of your Smart Score and what it would take to reach the next trust tier.
Get Ranking Report — $19Reports do not affect rankings.
Data sourced from Google Places API · ReviewRank Smart Score
Rankings are based on public review signals only. No paid placements.
Our stay started on a very stressful note after our train was canceled, forcing us to book last-minute flights. By the time we arrived at the hotel, we were exhausted and hoping for a smooth check-in experience. Unfortunately, the service we received only added to the frustration. When we arrived, the front desk informed us that rooms were available, but checking in early would require a $50 fee. We chose to leave our luggage and return later. While waiting, I observed other guests being allowed to check in early, and I even overheard the staff offering to waive the early check-in fee for some of them. The inconsistent application of the policy was disappointing. The overall environment also left much to be desired. We witnessed people using heroin outside the hotel, and while in the lobby, another guest was loudly shouting profanity. Although I understand the hotel cannot control everything happening nearby, it certainly affected our overall impression. Another frustrating experience occurred at the in-house Starbucks. My daughter ordered a sandwich through the app and was charged for it, only to be told after the purchase that it was out of stock. The employee explained the inventory had not been updated and advised her to request a refund through the app instead of resolving it on the spot. That shifted the burden of correcting their mistake onto the customer. When it was finally time to check in, I was told I could not use my husband’s credit card because his name was on it, despite us sharing the same last name. I understand security policies are important, but throughout every interaction, the staff came across as detached and robotic rather than empathetic or solution-oriented. Having worked in customer service myself, I know policies matter, but so does the way they are communicated and applied. Exceptional hospitality is about making guests feel valued, especially after a difficult day. When I later asked why other guests had been allowed to check in early without the fee, the front desk simply responded, “We can check you in too; we have rooms.” That was exactly what I had been told earlier, except initially it came with an unnecessary $50 charge. Consistency, empathy, and a genuine commitment to customer service would have made a significant difference in our experience.
Had a fantastic 5-night stay here! The room was spotless and very well-maintained. The HVAC system was spot on—quiet and kept the temperature perfectly comfortable throughout my stay. Both the bathroom and sink area were in great condition. One of the highlights was the stunning city view; looking out at the skyscrapers was a treat. The bed was very comfortable, making it a perfect place to get a good night's sleep. Highly recommended for anyone visiting the area!"
My stay was great. I stayed in a 2 queen and sofa bed room. The beds were great and the room was clean. The sofa bed mattress was terrible though. The hotel is well located and it’s easy to get to all attractions in the downtown area. I do wish breakfast was included though, most competitors do include it. Latonia at the front desk was friendly at check in but at check out the attendant was a bit less friendly. Overall good for a quick stay (minus sofa bed).