Fairmont Chicago Millennium Park

I went to this hotel before Accor bought it and at the time it was absolutely flawless and stellar. I came back for the first time and it has sadly lost many of the things that made it special. The core issue of the hotel is this: the rooms are excellent, the staff one interacts with is stellar, but the management needs a lot of improvement. I stayed in the Fairmont Gold level, which has new rooms and access to the lounge. The room was comfortable and very well designed, full of great amenities (although the pillows are awful and lack a choice between firm and soft). The only complaint I have is that it has an outdated service of minibar in lieu of a fridge. The minibar had few things I could eat or drink because of my dietary needs and in turn I could not keep any cold drinks or foods of my preference there. A minibar is absolutely useless in a city like Chicago, which a bunch of stores around the block, so I think it should be replaced for a regular fridge. Conveniently the room has a Nespresso vertue machine, but the cups provided by the hotel are too small for the standard output so it overflows (an example of bad management). Housekeeping did forget to pick up the used cups and replace the pods two out of my four nights there. The lounge is comfortable and has beautiful views. The food and coffee offerings are good (except for the fact that it is impossible to ascertain the brand of the liquors in the honor bar). The staff is wonderful, friendly and efficient. I loved the concierge, who is stellar. But here is the issue; one of the services offered is to check in and out in the lounge if one purchases gold. I arrived at 7PM and the service was not available because the one concierge that works the lounge also works the lobby sometimes. I had to haul all of my luggage to the 15th floor to find an empty desk and then go back down and make the long line that I paid not to make. Upon checkout (11 AM) the concierge desk was not open because he was assigned once again in the lobby. Add to this that in both cases the regular front desk was also understaffed, with only one person to tend to peak checkout time. This is evidently an issue of understaffing, but also of mismanagement, not giving a service that was promised to what is supposed to be an upper tier of room. The restaurant and lobby bar have similar issues. Food is good and staff is amazing. But the selection of liquors is mediocre at best, so you end up paying a bunch of money for supermarket level stuff. And the lobby bar in the middle of a conference is opened on very limited times which hinders the socialization of conferences. As someone who organizes conferences, I have to say that paying a premium hotel to host while the hotel offers such an insufficient service for socialization is foolish. Finally, the internet and TV service was glitchy. The internet was slow to a crawl or constantly disconnecting itself at night. The HbO max and Netflix software of the tv also disconnects after a long time loading, a consequence of which is that if you start watching a movie and it disconnects mid-way, you will not be able to pick it up. So the summary is this; if this hotel was well managed it would be stellar because its front of the house people and rooms are great. But the failure to provide services they promise and the clear downgrade of those services since joining Accor means you would do much better for the prize in the Hyatt Regency next door

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.