The Ritz-Carlton, Chicago

Holiday High Tea in Chicago is a special experience. This year we tried The Ritz Carlton Chicago. It fell flat. While the food was beautifully presented and absolutely delicious, the service and staff were the level of a mediocre diner, not a 5 star hotel. Upon arrival, there was no check in station. We asked the barista where we check in and he pointed to the manager. The manager was aloof. After being seated, we waited for about 10 minutes before our waitress came to our table. I did like the tea selection and that you could smell the teas. They were presented in little test tubes. That was fun. During our tea service, our water was never refilled, no one asked how we were doing. It only got weirder when we went to leave and didnt know where the coat check was. We asked the Concierge desk, her response “not here”. We tracked down our waitress who said that our coats were in the restaurant area. Went and asked someone in the restaurant who told us to go find our tea server. So we found her again and finally got our coats. It blew my mind that the Concierge desk had no idea what was happening for tea service. The staff need to he trained to a 5 star level. This lack of communication and customer service is on management.

1. Can’t check in at Club Lounge because elevator is restricted. Need to get escorted upstairs by reception as they do at all other RC we have stayed at. No mention of room upgrade was offered as delineated by Amex. 2. Rooms not ready upon arrival at 4:30pm on a random non-holiday Thursday? Odd. Not even one of two rooms ready at 3pm when first guest arrived. Book with Amex for early check in. Rooms on floor where club lounge was located would have been preferred but, weren’t offered. 3. Club lounge nice and comfortable. Staff friendly and accommodating. They didn’t really come across like concierges, like say, the pre arrival club concierge teams at RC SF and RC NO. No assistance offered with any reservations or experiences outside of hotel. 4. Food and amenities at club lounge were lovely. All “great” but nothing unforgettable like the food in New Orleans or the Caviar Service in SF or the oyster bar in Dallas Las Colinas. Meals well prepared. Chef friendly. Would like the lounge open till midnight. A nice place to socialize and was asked to leave promptly at 10pm in the middle of a conversation. 5. Rooms very similar to 2019 stay. Maybe entry mirrors and showers were updated. Furniture was the same . Housekeeping was fine, but had to request. Came back to room at 1pm after leaving at 1030 and it still wasn’t clean. Bell staff/Valet staff friendly and professional. Would return hoping the glitches are addressed.

Room is average at best, no luxurious feel as I would expect from RC. Asked for a shaving cream and never got it. Also got DECLINED (for the first time in my life) for 4pm late checkout as a platinum, they only offered 1:30 pm after rounds of negotiations. Have been told that the hotel is busy and late checkout out is subject to availability. However, according to Marriott’s terms and conditions, 4pm late checkout is GUARANTEED for platinum (and above) unless for resort/convention hotels(clearly not the case for RC Chicago). Other reviews suggest similar issue regarding late checkout request, please be aware if you are staying with them. The bellman is pretty helpful though. Already booked my next Chicago trip with Peninsula, will not stay at RC Chicago again (a place where you pay for 5 stars but get mediocre service in return).

We had an incredible stay at The Ritz Carlton Chicago. The location is perfect and within easy walking distance to Navy Pier, great restaurants, and excellent shopping. We stayed on the Club Level and want to give a special thank you to Jeremy Roberts, the Club Lounge Manager. Even before we arrived, Jeremy helped with special accommodations and made sure everything was ready for us. From start to finish he provided true Ritz Carlton service. He was warm, professional, and thoughtful in every detail. The rest of the Club Lounge staff was wonderful as well. Every person we met was friendly and attentive and the food and drinks were excellent. We are already looking forward to our next visit. Jeremy and his team made this stay one we will always remember.

We had a great trip to Chicago and staying at the Ritz. I reached out to one of hotel managers, Karim Ghanem, prior to our arrival to let them know we were celebrating a birthday and it was our children's first trip to Chicago. He got back to me right away with some options to help enhance our celebration. I was impressed with the hotel's communication as very efficient and friendly. Upon returning to our room the first night, the hotel had left us champagne, an adult dessert and two desserts for the kids shaped like cookie monster. All were a huge hit! Check-in was easy, and they had a toy wagon ready for my kids to pick a treat. The bell service was timely. Our room was well appointed with 2 robes, slippers and the softest carpet I've experienced in a hotel in a while. Beds were comfortable and the kids enjoyed the window ledge, electing to watch a show there at night with the drapes closed, making a little fort. Sleeping was very quiet. We had a baby staying in the room next to us and the only way I realized it was from standing in the hallway. We didn't hear anything from other rooms. Breakfast was very good but slow both days. On Sunday, our server told us they purposely understaffed due to large wedding that was eating a buffet in the ballroom. We used the pool once while there. The facility is connected to the spa, so plenty of towels and amenities like razors in the locker rooms. The only downside is all of the lap lanes were up, so it was hard for the kids to swim/play. Location was great for shopping, restaurants, and exploring. We will definitely be back!