The Ritz-Carlton, Chicago

My stay at the Ritz-Carlton Chicago was absolutely exceptional. The level of service here is truly what hospitality should look like. A special thank you to Morrine from housekeeping, who made my stay even more memorable. She greeted me every time she saw me in the hallway with such genuine warmth and did an incredible job servicing my room. What stood out most was her attention to the little details; she noticed how much tea I drank and that the dark Nespresso pods were my favorite, and made sure my replenishments reflected that. It’s those thoughtful touches that make a stay feel personal. Every team member I encountered; from the front desk, housekeeping, restaurant servers, bar staff, bell desk, and valet; all were friendly, professional, and truly made me feel welcomed and appreciated. That kind of culture only happens with great leadership, and it’s clear that Peter Simoncelli and Leo Enriquez have built something special here. The bell and valet teams were consistently warm, efficient, and professional. This is my second stay at the Ritz-Carlton Chicago, and it is now the only place I will stay when visiting the city. I also attended sunrise yoga each morning, and the instructor was fantastic, a perfect way to start the day. Make sure you leave time for the spa as well. I booked a one-hour service with Maria, who was incredible, and I’m already regretting not booking 90 minutes! I made a full morning of it enjoying the steam room and sauna beforehand. The spa is serene, peaceful, and the perfect place to truly relax. The Ritz-Carlton Chicago is a beautiful property, but what truly makes it special is the people.

This reservation began with booking myself a nice little getaway weekend to meet some friends for dinner. I treated myself to a mid-tier special suite with an amazing view. When I checked in I was greeted by Agnes who immediately owned my entire experience. I had requested an upgrade if one was available from a baseline of an already amazing suite. She immediately said she wanted to help make my weekend more special, upgraded my suite to a larger space on a higher floor, and sent a bottle of sparkling wine. Agnes shared the perks that were included with the reservation, described the properties amenities and generally created a wow-welcoming experience that one might envision with a world-class hotel. Might expecting and actually receiving are two different things, Agnes made this happen. She cares about her guests and takes pride in working with a top-tier hotel. Her genuine demeanor was brand-ambassador level. The room was absolutely stunning. The views of the Chicago skyline amazing. Housekeeping appeared shortly with turndown service, water, chocolates and an offer for additional towels. Checkout with Karim and Joshua rounded out the kind of hotel stay that everyone should get to experience but few actually will. These folks took a Michigan Avenue evening of rented real estate, and created timeless magic. There might be a newer listing, but elegance and great service are the staples in the fine art of Hospitality. These folks took the time to get it right. Thank you so much for helping to create a wonderful winter weekend in the city. I hope to be back soon! Thank you to this team that works so hard to please your discerning guests day in and day out.

Another terrific stay in the books! Loved our higher floor lake view king! Club level did not disappoint! Delicious cocktails, wonderful breakfast and evening appetizers. Thank you for a wonderful stay! See you next year! ♥️

I have stayed at the Ritz-Carlton Chicago seven times in the last six months. I became unconditionally loyal to this property because the first two stays were great. What followed was a consistent pattern of operational failure, leadership indifference, and complete abandonment of the Ritz-Carlton service recovery standard. In July, despite a written commitment from the Front Office Director, Alicia, regarding my arrival setup, my room was still unprepared at 6 PM. This wasn't just a “gap in coordination,” it was a direct failure to honor a managerial promise. Although August and September stays were fine, the arrival setups failed again in October and November. One of the stays, I arrived to a crib in the room, which made it obvious they assigned any open room. When I raised these issues, the senior front desk manager, Karim, acknowledged that my guest profile was not set up correctly. Exactly, how many stays does a “luxury” property need to get that right? Apparently, more than 7… The final failure was leadership response. The general manager, Peter, only responded to me after corporate settled the matter. Instead of offering a meaningful recovery, or any recovery at all for that matter, he stated that he "apologizes I feel this way" and suggested I give them another chance to get it right. In luxury hospitality, you don't pay for the bed. You pay for the service and the recovery when things go wrong. If you are looking for the legendary Ritz-Carlton service recovery, you won't find it here. The silence from Peter and his team has made it loud and clear that they value the transaction, but they do not value the guest. They are, effectively, a hotel with 1-star hospitality and 5-star wallpaper. It is wild how a Ritz-Carlton property fumbled a monthly guest because the staff can’t communicate, in particular under a GM with a background from the Four Seasons. As a result, I had seven stays planned for Jan-Mar, all of which have now been moved to the Four Seasons.

The Chicago Ritz continues to be the “Best Hotel” in Chicago….a home away from home. Not only are the rooms, facilities and location the best in Chicago….but the staff is what makes you feel at home. Everyone from the housekeeping staff, restaurant servers, bar staff (especially the Torali Bar staff!!!!) and to the bell desk team make you feel welcomed and appreciated. This only happens because of the great General Manager Peter Simoncelli and Karim Ghanem, Senior Manager of Front Office Operations. Their leadership is most appreciated. Can’t wait to return to the Chicago Ritz!