The Ritz-Carlton, Chicago

RC Chicago could be the 5 star experience with a few tweaks. The holiday spirit via decor is in full bloom but maybe not with the personnel. When I went with my friends for the Beyonce concert it was phenomenal - 5s across the board, but when hubby and I did New Year’s Eve the service was lackluster. I’m thinking it’s because of the rush yet in my opinion, that’s when luxury should be at its best to set it apart. We accessed the club, and it felt more like a Marriott Grab and Go (nothing against other Marriott brands), and the beverage selection was very limited. This is unacceptable during the holidays. I’m sure it was poor planning that rooms weren’t ready and check-in lines were way too long. Yes, we could’ve digitally checked in, but we’re old school. Additionally, the food was a bit overpriced, I think they raised the rates for the holidays and not sure how to feel about that especially with this economy. Hopefully, this year will be better. I’ll be checking the reviews of others to see if we will give it a try again.

I have stayed a number of times at this property, but it's been more than a minute. I think it's always been a Ritz-Carlton, but last time I stayed it was a Four Seasons hotel, even though there is another Four Seasons hotel just blocks away. The Ritz is fabulously located in Water Tower Place, one of Chicago's vertical malls, across from the historic Water Tower and on the Magnificent Mile. The first time I stayed here decades ago I saw Oprah in the fitness centre; she had (has?) a place in the residences. The hotel is very popular, especially now that Ritz-Carlton is one of Marriott Bonvoy's brands. For this trip I booked a room with Club access. The Club Lounge did not exist when I last stayed. Although the website said I could check in at the Lounge, that required key access, so I had to go to the Front Desk. After that all my interactions were with the Club Lounge staff, a stellar group of 7 who tended to all my needs and, most importantly, kept me well-fed. Note at this property, Marriott Bonvoy Elite Status does not provide complimentary access to the Club; it must be booked. My assigned room was on the same floor as the Lounge, which made for quicker travels to and from. I had a north-facing City View King, which had glimpses of the Lake, but mostly the former John Hancock Tower. I could also see a bit of Mies van der Rohe's iconic Lake Shore Drive apartments. The room was spacious and well-designed. I appreciated the locations of outlets and ports, the swivel-feature of the lamps, the combo sofa-chaise, the fact I could put my own items in the mini-fridge without being penalized financially. In the bath I liked the nightlight in the shower and motion-sensored one under the mirror. The Club was usually an oasis of serenity, except when there were larger groups of travelers. There were many food and beverages offered, both alcoholic and non. Several sweet treats always available, plus famous Garrett Popcorn (but only their Garret Mix). There were 5 food presentations daily and I mostly hit them all. The breakfasts and lunches were ample and convenient. I actually skipped a planned breakfast at the Wildberry location just downstairs, and I LOVE Wildberry! The dinners, officially called "hors d'oeuvres", could stand alone as a meal, but Chicago has so many top restaurants, it is a nightly toss-up. I didn't feel so bad when I found out I missed a chicken entree the night I went to Michelin-starred Carino. A shout-out to the great Club team led by Jeremy. I also met (and appreciated) Tiffanie, Lupita, Alice, Eleanor and Natalia. Overall a wonderful and relaxing stay!

Service was nonexistent. Rooms are in need of an update. Furniture is dated and in poor condition. Manual 1980's style window treatments and shades. A/C on corner suite incapable of keeping up with the heat from the sun at windows. Not at all a "luxury" property. Spend your money on some of the other flags nearby if you are seeking a high end experience.

First impression NOT a good one!!! We arrived on Friday, September 26th to celebrate our anniversary, a gift from our son. He booked it through Expedia. The Ritz Carlton looks down upon that and you can feel that the moment you check in. No smile, no welcome, no information on hotel or elevators (which can be confusing). They said they would call us when room was ready....never happened. We again asked hours later and it was ready. It seemed like we were an annoyance, again because of Expedia. We've never encountered this before. We were so excited to be at your beautiful hotel and beautiful city and your front desk team was a HUGE letdown for sure. Some people just don't belong in the hospitality field. We ate at the hotel, had drinks at the hotel, had a couples massage but the front desk was a HUGE disappointment. Your beautiful hotel deserves a lot better than the people who were working on our arrival Friday 9/26/25 in the morning at around 9:30 am. We flew into Chicago on 9/26/25 and were charged 2 nights of parking at $85.00 each night. When I went to the front desk, I was told "we'll take it off!" No apology, actually kind of rude... wish I knew who was working the front desk check-in on Saturday, 9/28/25. They should not be representing your fine hotel. Rooms were fabulous, housekeeping outstanding and our couples massage at spa was spectacular and they were so welcoming. We enjoyed the pool and sauna. The spa and amenities were immaculately clean. We had drinks in lounge and rooftop were very good with sincerely nice staff. Shout out to Rudy who took our bags to our room and took the time to show us the spa. He's a good guy and a loyal employee for so many years. You respectfully need to reevaluate your front desk employees. Your hotel is too good for them to be representing you for sure. Checking out on Sunday 9/29/25 at the front desk we met a woman who "was in training". She smiled, was kind and helped us with the extra charges on our bill. The "new girl " in training needs to train the front desk staff! What a difference she made for sure! She is your representation for sure. A smile is everything! She completed our stay on such a good note. We loved Chicago but would not return to Ritz Carlton again. I know we can find another hotel who appreciates your business and I'm truly sorry to have to write this. I'm very disappointed for sure and can't recommend you at all based on our front desk arrival. We will definitely return to Chicago but will have to find another Hotel who truly appreciates their customers, no matter how they booked. Your hotel fell so short on that and it's sad. Ellen C. Moosic, PA

Melissa Law was amazing! She was so kind, welcoming, and had the best customer service. She made our stay at the Ritz-Carlton Chicago extra special—truly a standout experience! She was not only professional and attentive, but also genuinely kind, which made our stay feel extra special.