The Ritz-Carlton, Chicago

When you spend $$$$ for a luxury, 5-star hotel, you have certain expectations that must be delivered on for you to feel good about the amount you spent. In its current state, the RC Chicago has some work to do to get back to the 5-star expectations that its guests deserve. Staff interactions were mixed, rooms/suites felt tired with broken fixtures, and overall there was a feeling of yesterday's luxury that just can't keep up with the discerning expectations of today. I am a Marriott Bonvoy Titanium Elite guest, so I know what great looks and feels like and while I would return to this hotel for a future stay, in its current form, I can't wholeheartedly recommend it. What's Wired (Highlights) 1. Central location in the Gold Coast neighborhood. It feels safe yet in the middle of it all. You can walk or take Uber to nearly everywhere you want to go in Chicago. 2. Some of the staff, such as Agnes at the Front Desk, are truly 5 star and offer warm hospitality. I appreciated Agnes working with me on a suite upgrade in recognition of my Titanium Bonvoy Elite status. I was also given a 4PM late checkout with no qualms (I read in other reviews the staff have been hesitant to provide late checkout to Bonvoy members) 3. The fitness center and indoor pool with sauna/steam room are very nice, clean, beautiful amenities. Highly recommend checking them out. 4. I upgraded to the Club Lounge ($225 extra per night) and it was well worth it. All of the presentations had a large amount of gourmet offerings. I liked the Chinese food on Saturday night and the breakfast Sunday morning. There was a serve your self beer and wine station and you could ask for any cocktail you wanted with the staff. I agree that the service was hit or miss. There would be a few hours especially in the evening when you wouldn't see one staff member at all... strange for a RC Club. The pistachio Rice Krispies are to DIE FOR and I really liked the cookie and candy area having a sweet tooth myself. 5. I was complimentary upgraded to a Water Tower Suite in recognition of my Titanium Bonvoy Elite status. This was a nice suite. It was spacious with a living room, separated bedroom, two bathrooms, and two closets. The primary bath had a modern glass shower stall and the second bath had a tub and shower combo. I am accustomed to Ritz suite bathrooms having a separate bath tub from the shower but I believe due to the age of this place (constructed in the 70s) it is not possible. What's Tired (Needs Improvement) 1. While the property has been renovated with a modern luxury aesthetic, there is a decent amount of wear and tear that would warrant replacement of some soft furnishings and carpet. 2. Poor Maintenance -- On Saturday night, I went to take a nice shower after a long day. When I went to switch from the handheld shower wand to the rainfall shower head, the switch made a loud banging noise and would not switch, then the water would stop. I called the front desk and Engineering came right away and said it would be a multi-hour repair and that I should probably move suites. The Front Desk was mildly apologetic (even though it was 11PM on a Saturday Night and I was already unpacked) and moved me to a similar suite on a higher floor. The Night Manager was hesitant to provide any compensation and said the Director would speak to me the next day. Well the next day came and nothing from anyone. I brought this up to Agnes who checked me in and she said they would be willing to compensate me $80 off my bill but that "management will absolutely do nothing further from you." The vibe from her was different than the day previously and they made me felt like a compensation chaser rather than a valued loyal guest which is completely inaccurate. Overall it left a sour taste in my mouth when a simple apology and we'll make up for it next time would have went a long way. 3. Some staff members did not display the Ritz Carlton Credo of luxury, indulgent service -- I don't want this to be a generalized statement as there are some ambassadors who truly care, but overall the vibe was that it was a bother or not their role to go above and beyond to meet our needs. We're not overbearing guests but do expect and enjoy a smile and a warm, hospitable welcome. I think retraining of many staff could go a long way. 4. The towels, Frette sheets, and Diptyque bath amenities (shower gel, shampoo, conditioner, lotion) are high quality and luxurious Overall I would return to The Ritz-Carlton Chicago, but would encourage the management team to improve the experience in key areas to return to a true five star experience.

I stay here about 2-4 times per year. This was another great trip, with clean and very comfortable rooms, excellent service from the Ladies and Gentlemen and a sense of being welcomed back. I look forward to my next stay.

I called the Ritz Carlton Chicago reservation team before my stay, and they confirmed that breakfast was complimentary. However, when I arrived, the front desk denied it and the manager refused to honor what was promised. It was disappointing and unprofessional especially since Marriott records all calls and should ensure consistent communication.

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!