The Ritz-Carlton, Chicago

The Ritz-Carlton, Chicago was top-rated following its renovations in 2023. Those renovations have held well and the property boosts some of the largest rooms in the city. A true disappointment on my recent visit was the integrity and value of the Club Lounge. The staff were welcoming and attentive. It is no secret that running all-inclusive lounge operations is not cheap, though so many of their sister properties manage to do so without sacrificing quality. The wine offering at the RC Chicago is down right unacceptable. The wine program is not even comparable to a complimentary mid-tier lounge at a Marriott; and certainly not representative of a bespoke RC club that comes at cost. After not finding a palatable wine, I asked for a martini but was told they were out of their premium brands. I found that strange as I managed to purchase the same brand and drink at the lobby bar. A bit disingenuous. I would offer a suggestion to the culinary team to consider portioning each dish and rotating throughout the offering time to maintain the integrity, freshness and taste of the food. I have never seen an appetizing pot of eggs held under a heating lamp for 5 hours straight, never. Also, the club might consider adding the legendary RC homemade potato chips to their lunch menu, as served at nearly every other RC club. Simple improvements that would add marginal costs would not sink revenues, on the contrary, it would drive more capacity and foot traffic. It was sad to see this property take a step down and lose its competitive edge in the market. The Langham is a far better value at this point in time.

Great hotel to stay in Chicago! I travel here regularly and the staff is always top notch and the rooms very comfortable. Room service is very punctual. I have no concerns recommending this hotel, as you know what you are getting with Ritz Chicago!

The experience delivered at Ritz Carlton Chicago is truly second to none. Upon arrival at the main entrance, Luis welcomed me emphatically and automatically thanked me for being there. Karim welcomed me at the front desk, asking genuine questions about me and my travels and not just “checking in?”. Throughout my 5 day stay, every person I passed greeted me with a smile and a genuine comment - every single one. Peter, the General Manager was constantly present and interacting with the team as well as guests - you can tell that prioritizing customer service starts at the top. The location is really fantastic, surrounded by shopping and dining options, and the room and amenities at the hotel are the true luxury that you expect of a Ritz Carlton. I can’t wait to go back!

Another terrific new year’s stay. Really enjoyed our lakeside king room on the 22nd floor. Staff pleasant and helpful. Enjoyed the offerings in the Club lounge through out our stay. Breakfast especially. Nice drinks also. See you again Ritz Chicago!

My family and I recently stayed at the Ritz-Carlton Chicago, and unfortunately, the experience was far from what we expected from such a renowned hotel chain. I had been excited about treating my family to a weekend getaway, especially given the Ritz-Carlton’s reputation for excellent customer service. However, our stay turned out to be disappointing, and I feel it’s important to share this experience. Before our trip, I called the hotel to confirm that our room would accommodate three people. I also inquired about the sofa, as some of the photos of the hotel suggested it might not be large enough. The receptionist assured me that if the sleeping accommodations didn’t work, they would provide a rollaway bed for $40 per night. I asked if the rollaway could be complimentary, if the sleeping arrangements did not work and I was told they could make an exception, and it would be When we arrived at the hotel and checked in with Cara, the Reception Manager, I mentioned the phone call and the rollaway bed. Instead of a warm greeting, she immediately began interrogating me about whom I spoke with and insisted there would be no complimentary rollaway bed. This left me feeling uncomfortable and like I was being treated as though I was lying about the information I had received. Our room had a king-sized bed and a sofa that was barely usable for sleeping, especially for our daughter. I called reception to explain the situation, and they told me they were out of rollaway beds. I then requested to speak with a supervisor. Unfortunately, my first attempt was disconnected, but when I called back, I was connected to Cara again. She apologized and said that after her investigation, she found the person I spoke with had never promised me a complimentary rollaway bed. She offered to move us to a room with proper accommodations, but at more than double the price of our current room. Unable to afford the upgrade, I expressed my frustration about being made to feel like a liar, especially over a $40 charge and that I was disappointed in the customer service at this hotel her response was simply an apology for how I felt, and the conversation ended. That night, I had to sleep on the uncomfortable sofa, contorted in a way that was far from restful. The next morning, I called the concierge to inquire about breakfast at the hotel restaurant. I was told there were no available reservations, which was another disappointment. No one had mentioned the need to make a reservation in advance during check-in. At checkout, I had hoped someone would ask about our stay or show any interest in our experience, but that didn’t happen. No one inquired, and there was no follow-up to ensure we had a pleasant stay. I’m sharing this review not to dissuade others from staying at the Ritz-Carlton, but to express my disappointment with the service we received. While I know this review may not significantly impact the hotel’s business, I sincerely hope someone from upper management will take note and encourage the staff to be more attentive, considerate, and passionate about customer service.