The Ritz-Carlton, Chicago — Hotel in Chicago

Review of The Ritz-Carlton Chicago: A Disillusioning Experience||I recently stayed at The Ritz-Carlton Chicago, expecting luxury and exceptional service, but my experience fell drastically short of what this brand claims to uphold. For a hotel that prides itself on refinement and guest satisfaction, our visit was nothing less than a disappointment, with glaring service failures and dismissive management responses that I would never expect from such an establishment.||Room Condition and Amenities:|To begin, our suite’s amenities were shockingly substandard. The television was outdated and took nearly an hour to connect with our Apple TV, wasting our time and leaving us frustrated. One of the bathroom toilet seats was broken and unstable, and the shower faucet shattered on our first night. Despite assurances that these issues would be repaired, nothing was fixed during our stay. The bathroom door frequently stuck, adding further to the discomfort. These conditions are unacceptable at any hotel, let alone one that charges premium rates.||The in-room amenities were similarly disappointing. There was no hot water kettle, and we were provided with plastic tableware and paper cups instead of ceramic. When we requested additional cups, we were again given paper. This oversight is embarrassing for a property that prides itself on luxury. No extra blankets or throws were available, and after midnight, there were no staff available to bring coffee or assist with other needs.||Baffling Service Responses:|One of the most absurd parts of our stay was the inconsistent explanations provided by staff. When we asked for silverware after midnight, we were initially told that it could not be provided “due to COVID restrictions.” This rationale was insulting, bordering on ridiculous. When we pointed out how nonsensical it was to suggest that silverware couldn’t be provided based on the hour, the story shifted, leaving us incredulous. The idea that silverware might be available at 11 p.m. but not at midnight is preposterous. Are we to believe the dishwasher stops running on the hour?||Dining and Room Service:|Our dining experience further reinforced our disappointment. The room service menu lacked creativity and sophistication, more closely resembling a random deli menu than that of a luxury hotel. There were no options for refined selections like caviar—an expectation at this price point. Adding to the frustration, the microwave barely functioned, and the outdated refrigerator did not perform adequately. These were small but significant letdowns that, when added together, became impossible to overlook.||Failure of Management:|The worst part of our experience was the indifferent and unresponsive management team. When we raised our concerns to Mr. Karim Ghanem, he assured us that all issues would be addressed. Yet upon our return later that day, nothing had been attended to. Housekeeping had left tables uncleaned, dirty napkins and plastic spoons were strewn about, and a melted ice bucket was left sitting with stagnant water. Basic housekeeping, such as replacing used water glasses and coffee mugs, was neglected.||When we ultimately decided to check out early, we informed the night manager, who assured us that a note would be left for Mr. Ghanem. However, no one contacted us until late the following afternoon, at which point we reiterated our grievances. Mr. Ghanem’s response was dismissive, offering only a 10% discount per night—a paltry gesture that failed to acknowledge the extent of our dissatisfaction. We requested to speak to his superior, Mr. Frank Arnieri, whose response was no more helpful. He seemed more interested in debating than addressing our concerns and ultimately refused any further compensation. Introducing Mr. Tony Lytle as a final attempt at appeasement, we were assured of one complimentary night; yet, upon check-out, we were still charged in full due to a communication lapse between managers and night staff.||Even after expressing our disappointment to the General Manager, he outright refused to assist further, insisting that no additional compensation would be offered—despite the fact that we had received virtually no meaningful compensation to begin with. To add insult to injury, we left a message for Mr. Lytle post-checkout and have yet to receive any acknowledgment of our ordeal.||Final Verdict:|This experience was the most disappointing hotel stay of our lives. Instead of luxury and attention to detail, we encountered neglect, inconsistency, and a clear lack of accountability from management. It is beyond baffling to think that this level of service could occur at a Ritz-Carlton. For a brand that claims to provide “uncompromising guest satisfaction,” this property fell short at every turn. We felt ignored, dismissed, and ultimately as if our grievances were entirely unwelcome. It was an experience I wouldn’t expect at a mid-tier hotel, let alone one with The Ritz-Carlton name.||For those seeking a luxury experience in Chicago, I strongly advise looking elsewhere. The Ritz-Carlton Chicago failed spectacularly in meeting even the most basic standards of hospitality. This was not the level of service or opulence we expected, and I sincerely hope this review prevents others from facing the same disappointment.||Attached: Photos and a video documenting...

My husband and I just wrapped up a long weekend stay in Chicago where we split our stay between The Ritz-Carlton and The St. Regis (please check out my separate review of The St. Regis which we cannot say enough good things about and would choose over this Ritz property any day after now staying at both).||I'll summarize our stay into a few important categories:||Check-In/Initial Introduction: We stepped off of the elevators which take you from ground level up to the 12th floor where reception and the hotel lobby are located to a scene of utter chaos and noise. Granted, we arrived midday when other guests were trying to check out and the great "switch over" was taking place but it immediately felt like a crowded convention/conference type of hotel with lines and multiple groups of people standing around. Some to check in, some to check out, some apparently waiting for tables at the restaurant. Regardless, after having just left The St. Regis (10 minutes before, legit) where it was calm, serene, and quiet this was an immediate shock to our system. The line did move rather quickly and a kind gentleman did attempt to check us in though our room was not ready so alas we headed to the Club Lounge for lunch and to await word for our room. During our stay, the lobby was consistently busy and streaming with guests as well as people just coming into the lobby to look around. It definitely does not have a sense of exclusivity or refinement.||Club Lounge: Unfortunately, the Chicago location is on par with the trend that we are consistently seeing across multiple Ritz properties which is a very basic and generic Club experience. While websites and materials may state that their presentations "tell the destination’s story through locally sourced ingredients, iconic dishes and signature drinks" (I legit just copied and pasted this from the RC Chicago's own website), what we did find were dry turkey and roast beef sandwiches at lunch time, empty cookie and snack containers that would go hours without being refilled, wine and champagne bottles that were consistently empty and not replaced, and a lack of consistency between Lounge Concierges ranging from polite and helpful (a nod to Ursula who stood out) to seemingly quiet and reserved members who stayed behind closed doors in an apparent attempt to avoid guests. I will say that the Saturday night sushi and Asian presentations were a welcomed surprise after the other offerings that we experienced. While one should not depend on the Club presentations as their primary meals, we do oftentimes see them as a representation of the overall food and beverage presentation capabilities of the property and this location fell very short based on our experience and using comparisons against other properties who accurately deliver on what should be expected (such as the RC Nomad in NYC).||Guest rooms/Housekeeping: The guest room itself was nice and we slept comfortably. The bathrooms, while on the smaller side especially after coming from the large offerings at The St. Regis, were adequate. House keeping did not (ever) remove any of our dirty dishes (i.e., champagne classes or coffee cups that we brought with us from the Club Lounge) and instead they just accumulated on the counter during our stay despite servicing our room both day and night for turndown services.||Overall, we were simply not impressed and would not choose to stay at this property again. As noted in my St. Regis review, I also found it odd that except for a quick "thank you for your loyalty" at check in, the Ritz did nothing to acknowledge our Ambassador status in any way. Most Marriott properties have done a great job of tightening this up and even at Courtyards, ACs, Deltas, etc. I am now rather accustomed to a bottle of wine or a local snack or some kind of gesture being sent to our room. The typical offering at Ritz properties that we see most commonly is a bottle of champagne or wine. While it's not a pre-requiste, we just felt that it was another sign of the hotel's overall lack of detail and finding the smaller ways to live up to the expectations that one has when checking into a Ritz-Carlton property.||To sum it up: Crowded, dated, average, and mediocre when there are other true luxury and refined addresses to choose from...

The Ritz-Carlton, Chicago, isn't just a hotel; it's an amazing experience, a showcase of hospitality, and a culinary cornerstone of one of into one of the Great American City's vibrant communities. From the moment you step off the elevator into the stunning lobby you're enveloped in an atmosphere that's both grand and intimately welcoming. Perfect location, walking distance from the Miracle Mile (love the Starbucks Reserve and Nike Town), and close to all of the great attractions that Downtown Chicago has to offer. Let's begin with the heart of the experience: the team. They aren't merely team members; they are ambassadors of refined service, their warmth genuine and their attention impeccable. Every interaction, from the doorman's cheerful greeting to the friendly housekeeping team felt personalized and effortless. There's an eerie almost telepathic ability to anticipate needs, a quiet efficiency that elevates every moment. Whether it was serving at the incredible Chicago Neighborhood influenced food stations or helping with packages for the vendor expo, the team responded with grace and enthusiasm, making you feel like a cherished guest in a private residence. They remember your name, your preferences, and they deliver on every promise with a genuine smile. The culinary journey at the Torali Chicago, is nothing short of delicious. Even a simple breakfast is a testament to the kitchen team’s artistry. Each dish, is a masterpiece of flavor and presentation. The ingredients are clearly of the highest quality, and the execution is flawless. Don’t forget the bar where cocktails, crafted with precision and flair, are equally impressive. It's not just food and beverages; it's a celebration of taste. The rooms are havens of sophisticated comfort, designed with an eye for both luxury and functionality. The plush bedding, I slept like a baby each night, the meticulously chosen furnishings, and the panoramic views of the waterfront and Navy Peir create an ambiance of serene indulgence. The bathrooms are sanctuaries of relaxation. The atrium, a breathtaking expanse of light and space, is the hotel's crown jewel. It's a place where you can sip afternoon tea, enjoy a quiet conversation, or simply marvel at the architectural grandeur of the Hancock Tower. The natural light streaming through the windows brightens up your day, even if the weather outside is frightful, the gentle hum of conversation creates an atmosphere of both energy and tranquility. It's a space that invites you to linger, to savor the moment, and to appreciate the finer things in life. The Ritz-Carlton, Chicago, transcends the typical hotel experience. It's a place where exceptional service, exquisite cuisine, and elegant design converge to create a truly unforgettable stay. It's a testament to the power of hospitality, a reminder that true luxury lies not just in material possessions, but in the genuine connections and memorable moments created by a team dedicated to exceeding expectations. If you're seeking a hotel that embodies the epitome of refined elegance and personalized service, look no further. The Ritz-Carlton, Chicago, is a masterpiece of hospitality, a place where every detail is meticulously curated to create an experience that is nothing short of...