The Ritz-Carlton, Chicago

The Ritz Carlton Chicago is a beautiful property. The lobby is so inviting, large, and sets the atmosphere and tone for a wonderful stay. Rooms are spacious and beautiful and even the lowest category room on a low floor offers impressive views of the city. We also found the property to be in a great location with very efficient valet staff. We had the absolute pleasure of meeting Tony and Jeremy upon arrival. You both were so kind and caring to my family and we can’t express our heartfelt thank you enough for all you did for us to make our stay so special. The Ritz Carlton is lucky to have you both. Jeremy you run an excellent club lounge operation. You are kind, caring, and truly go the extra mile for each guest. We were so impressed with every staff member we encountered. Food was delicious and atmosphere was inviting and relaxing. Thank you for everything, we miss you and hope to see you again soon:) Thank you to everyone who made our stay so special. This property is truly a special gem and we cannot wait to return. If you are looking for a luxurious stay with polished, friendly, and caring staff look no further!

I want to say Tobais & JJ, were awesome at check-in and throughout our stay. Thank you for always making us feel at home away from home. One thing I can say is I 100% Recommend this property, It's safe clean as in spotless, From valet, the front desk, our server including other staff that we passed by greeted us each time they saw us. We will see you soon!

A hotel's main job is to help someone get a good night's sleep. The Ritz fails miserably. The air vent in the room is directly above the bed, and it is ridiculously loud like a jet engine is on the whole time. I recorded it on my phone app (at bed level) at 65.4 decibels. The World Health Organization recommends sleeping in a quiet environment like 30 decibels! When I raised the issue with the front desk the next morning and said I had to use ear plugs in order to get any sleep, I got a snarky remark: "Well don't you use earbuds on trains?" - as though I sleep in trains!!! They seemed to have sent someone to try and reduce the noise but that night it was still 50-plus decibels which is still too loud to sleep comfortably in. I had also raised the problem that the in-room safe was not working as it needed to be reset. When I got back that evening the safe was still unworkable. Terrible experience - I won't be going back.

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 our experience.

I would give them a negative rating if possible. Final bill had minibar charge that I was not responsible for. No one else stayed in my room. I questioned it on checkout and again by email after the stay. NO RESPONSE!!! I expect better from a Ritz Carlton. So disappointing. Don’t bother staying here.