Fairmont Chicago Millennium Park

First, the hotel and all the staff were very welcoming. However, 2 employees stood out to me and went above and beyond to make sure my experience was a 5 star. Those employees were Gail and Benjamin. No matter where I was in the hotel or how many days it had been since I checked in, they always addressed me by name when I saw them. Gail made sure everything was up to my standards (which it was) and Benjamin always made sure to get the best cab and always ask did I remember my phone and purse. He was funny, professional and always smiling! they made my experience a 5 star! *****

My five-star experience began well before I even arrived at the hotel. I received a thoughtful email from Gail Walker, Chef Concierge, asking how she could personalize and enhance my stay at the Fairmont—an exceptional touch that immediately set the tone for what was to come. Gail went above and beyond by arranging dinner reservations and spa appointments seamlessly in advance. After a long day of travel, I called her upon arriving at the airport, and to my delight, she had lunch delivered to my room so it was waiting for me when I arrived—an incredibly thoughtful and much-appreciated gesture. I was visiting on business and had several days filled with long meetings. Gail continued to elevate my experience by having wine and a beautifully curated cheese board delivered to my room—such a perfect way to unwind at the end of a busy day. She also arranged a birthday cake for my husband, which made the occasion feel even more special. Gail’s attention to detail, proactive communication, and genuine care for her guests truly made this stay unforgettable. The level of service I experienced is the definition of luxury hospitality, and I cannot recommend the Fairmont highly enough.

If you are planning a trip to Chicago, I would strongly recommend considering the Fairmont, particularly the Gold Lounge Floor. The area has been renovated and is absolutely beautiful. What truly sets the lounge apart, however, is the staff. During breakfast, Patricio provided exceptional service. He is a top-notch employee, friendly, attentive, and highly professional. His level of service alone makes the upgrade well worth the additional cost. We have stayed at the Fairmont several times over the years, and each visit has consistently been a positive experience. One small observation, and admittedly a personal pet peeve, relates to the lounge’s honour bar system. It works well when guests respect the policy, but unfortunately it only takes a few individuals to undermine the experience for everyone. On Saturday evening we observed two couples repeatedly checking whether the attendant was present before helping themselves. The honour system depends on mutual respect, and I hope future guests will keep that in mind so the lounge experience can continue to be enjoyed by all.

The shower in the room never had any hot water. We had to have the custodial staff come in twice to temporarily resolve issue. Then the next time we would try to shower or use the sink there would be no hot water. Pillows felt a little beat up as well. Overall room was clean, staff is friendly and the gym is decent.

I don’t normally write reviews, particularly before I check out, but this instance is deserving of such. I booked this hotel via Amex Travel, as it’s under the Hotel Collection. $100 food and beverage credit and daily breakfast for around $500 for three nights? Say less! Unfortunately the price reflects what I was to experience… Check-in was uneventful. Waited in the general queue as there was no Accor status line. No upgrades available on valentine’s weekend; fine, as I expect the hotel was very full. I did overhear another patron being upsold a suite, so there were available rooms, just the staff has been trained to upsell rather than offer such upgrades complimentary. Oh well, it happens. Dropped my bags in the room so I could snag some late night grub at Toro. The restaurant may be this hotel’s saving grace, with fashionable cocktails and a flavorful menu by Robert Sandoval. Ate here 4x during my stay to expend my credits, and none disappointed. I return to my room past 10PM and begin to unpack. The room is dated, showing some wear, but otherwise serviceable. This Fairmont is in need of a renovation, but is priced accordingly. I go into the bathroom; hair on the counter. Okay, it happens, I sweep it off. Blood stains on the floor: okay THAT’s one to be brought up with the front desk. I hear a quiet drip: the ceiling is leaking from the floor above into the shower. I immediately re-dress myself, go to the front desk and address my concerns. After waiting 5 minutes to be addressed, the attendant rushed back to her manager and offered two solutions: have housekeeping and engineering inspect/clean the room (at 11PM mind you) or move rooms. I chose the latter, because who waits that late at night for someone to arrive and clean/fix the room when you’re likely to move anyways? The only room available was a downgrade from my king room: two doubles. I took it because that’s all there was, but what about those suited they were upselling earlier? The bellman assisted in moving my things and I was quickly off to sleep. Next day, after a day out in Chicago, I returned past 8PM to an unserviced room. I again contacted the front desk, was assigned a housekeeper, and Ramona refreshed my room. I was told management would reach out to me to remedy the situation and address the continuous shortcomings of the hotel (yet to happen). Ramona, my housekeeper, was by far my best interaction at this property, despite all the issues I’ve had. She stocked me with bottled water (not provided by the front desk) and gave some extra insights to the property that were otherwise overlooked at check-in. Go Ramona! After another night’s rest I woke up and showered. One washcloth was stained and contained hair, while my first bath towel had something noticeable on it. It happens, but it’s a demonstrable pattern at this point. At least my room was serviced before my third and final night. I now write this as I finish a meal in Toro; again, the highlight of the hotel. I await management’s response and will update accordingly, as waiving of their “amenity fee” is poor compensation for this experience at a Fairmont-branded property.