Fairfield Inn and Suites by Marriott Chicago St. Charles

On March 27, 2026, I booked this hotel for a one night stay on March 28, 2026. I chose the wrong state. Called the hotel and they refused to refund my money because of the mistake.

Ok

The location was great to where I was attending a conference

Sehr gute Lage für unser Vorhaben und sehr freundliches Personal. Für amerikanische Verhältnisse ein gutes Frühstück.

The location was good for what we wanted to do.

I am not someone who normally leaves reviews, but after this experience I feel it is extremely important to warn others so they don’t go through what we did.
After staying at this hotel three years ago and again now (as of 02/01/2026), it is clear that nothing has improved—and in fact, conditions may be worse.

First, the pool and hot tub have been closed for nearly three years, yet they are still advertised. The hotel was “under construction” during our stay three years ago and is still under construction today, which was confirmed by the manager, Kimberly. This may not seem like a big issue to some, but for families traveling with small children—especially during a business trip where you’re stuck at the hotel during the day—this is a major reason people choose this property. We paid for amenities that simply do not exist.
During our stay three years ago, we were told there was no hot water due to frozen pipes. Fast forward to this visit—same issue again.

Once again, no hot water, and once again blamed on frozen pipes. At this point, it’s hard to believe this is a weather issue rather than a serious plumbing problem.

Construction noise begins promptly at 8:00 AM, including heavy work on the second floor, which is fully under renovation. There is no warning about this when booking.

Now for the most serious issue:
At 3:00 AM, we were woken up by the sound of water pouring into our bathroom. When we got up, water was actively pouring through the ceiling and out of the light fixtures, with roughly two inches of brown, dirty water covering the bathroom floor.

We were genuinely concerned about electrocution, and all of our belongings in the bathroom were soaked and damaged.
Shortly after, water also began pouring through the ceiling in our bedroom.

We immediately went to the front desk. The employee was clearly shocked and ran to investigate. The water did not stop until around 5:00 AM, nearly an hour and a half later. We were told a bathtub on the third floor had been left running, but later the manager told someone else it was a burst hot water line, which raises serious concerns about the actual condition of the building.

At 7:00 AM, we were woken up again by industrial steam cleaners and staff cleaning up water in the hallway directly outside our door.

When I spoke with the manager, Kimberly, the following morning, she agreed to comp only one night of our two-night stay, despite the severity of the situation. None of our damaged personal items were replaced or compensated. When I asked to speak with the owner, she refused. When I said I would escalate the issue to Marriott, her response was simply to “go ahead.”

We were eventually moved to another room, but one comped night for a situation involving flooding, property damage, loss of sleep, and safety concerns is unacceptable.

To make matters worse, we were part of a convention block, and multiple other guests reported being woken up in the middle of the night as well. Some said they saw staff shoveling water into buckets in the hallways, and several other rooms were flooded.

After experiencing this firsthand, it is extremely hard to believe many of the glowing online reviews. The reality of this hotel does not match what is advertised or what many reviews claim. The property feels poorly managed, severely outdated, and plagued by ongoing plumbing failures.

I have included photos and videos showing water pouring through our ceiling—this was not an isolated incident.

If you value safety, honesty, or basic amenities, avoid this hotel at all costs. You will likely not have hot water, will not have access to the pool or hot tub, and there is a very real risk of plumbing failures. This was, without exaggeration, one of the worst hotel experiences we have ever

Breakfast was ok I preferred to go out with what was offered

The staff was very welcoming and friendly, the breakfast was good and a great location.

Everything was good