The Ritz-Carlton, Chicago

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.

Service was nonexistent. Rooms are in need of an update. Furniture is dated and in poor condition. Manual 1980's style window treatments and shades. A/C on corner suite incapable of keeping up with the heat from the sun at windows. Not at all a "luxury" property. Spend your money on some of the other flags nearby if you are seeking a high end experience.

First impression NOT a good one!!! We arrived on Friday, September 26th to celebrate our anniversary, a gift from our son. He booked it through *******. The Ritz Carlton looks down upon that and you can feel that the moment you check in. No smile, no welcome, no information on hotel or elevators (which can be confusing). They said they would call us when room was ready....never happened. We again asked hours later and it was ready. It seemed like we were an annoyance, again because of *******. We've never encountered this before. We were so excited to be at your beautiful hotel and beautiful city and your front desk team was a HUGE letdown for sure. Some people just don't belong in the hospitality field. We ate at the hotel, had drinks at the hotel, had a couples massage but the front desk was a HUGE disappointment. Your beautiful hotel deserves a lot better than the people who were working on our arrival Friday 9/26/25 in the morning at around 9:30 am. We flew into Chicago on 9/26/25 and were charged 2 nights of parking at $85.00 each night. When I went to the front desk, I was told "we'll take it off!" No apology, actually kind of rude... wish I knew who was working the front desk check-in on Saturday, 9/28/25. They should not be representing your fine hotel. Rooms were fabulous, housekeeping outstanding and our couples massage at spa was spectacular and they were so welcoming. We enjoyed the pool and sauna. The spa and amenities were immaculately clean. We had drinks in lounge and rooftop were very good with sincerely nice staff. Shout out to Rudy who took our bags to our room and took the time to show us the spa. He's a good guy and a loyal employee for so many years. You respectfully need to reevaluate your front desk employees. Your hotel is too good for them to be representing you for sure. Checking out on Sunday 9/29/25 at the front desk we met a woman who "was in training". She smiled, was kind and helped us with the extra charges on our bill. The "new girl " in training needs to train the front desk staff! What a difference she made for sure! She is your representation for sure. A smile is everything! She completed our stay on such a good note. We loved Chicago but would not return to Ritz Carlton again. I know we can find another hotel who appreciates your business and I'm truly sorry to have to write this. I'm very disappointed for sure and can't recommend you at all based on our front desk arrival. We will definitely return to Chicago but will have to find another Hotel who truly appreciates their customers, no matter how they booked. Your hotel fell so short on that and it's sad. Ellen C. Moosic, PA