The Ritz-Carlton, Chicago

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!

Phenomenal stay at the Ritz-Carlton Chicago. Wonderful location. Great amenities. Amazing views. Spacious rooms. The Club Lounge staff went ABOVE and beyond. Jeremy and Tiffanie provided excellent service... their service was absolutely ELITE. Jeremy was wonderful and is loved by all the guests, that was very obvious based on the smiles of guests and everyone wanting to interact with him. You could just tell his efforts and hard work are greatly appreciated. Tiffanie's cocktails were AMAZING. She was so welcoming and attentive. No matter what time I walked into the club she went above and beyond for me. She really made my time in the Club special. Her personality and energy was contagious... simply unmatched- she really knows how to make guests feel welcomed and truly appreciated. Cece, Eleanor and Alice were all wonderful to me as well. Not only is the Club Lounge staff incredible but the food was AMAZING. The beverages are always stocked and the food was fresh and hot. Not to mention the presentation- 10/10 The area itself is very spacious and inviting not to mention immaculate. Floors, chairs, tables, counters... immaculate! The Ritz-Carlton Chicago always provides me with a wonderful experience but the Club Lounge and it's employees really puts the cherry on top. Jeremy & Tiffanie thank you for going ABOVE and BEYOND for your guests. You truly made my stay beyond memorable. Thank you for ALWAYS providing the best of the best.

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.