This hotel is superb and is in line with the Ritz Carlton line. The hotel is centrally located in the Water Tower Place and you are maybe 50 steps from Michigan Ave. The hotel lobby is on the 12th floor and then you take another bank of elevators to the rooms. The restaurant and hotel bar is amazing. The lobby area is very romantic yet welcoming for groups and families. The rooms are great (downtown view) and spacious for downtown Chicago.
starstarstarstarstar Yolanda Montgomery
We stayed in an Executive suite during our visit to Chicago. The staff were mostly friendly and helpful throughout. However, our room was not very clean. Nail clippings, food, trash was found along the baseboard and behind the couch in our room. There was mold on the inside of the bathroom closet. In general, the room felt run down and furniture well used. We were only there two nights, so it was not long enough for us to make an issue out of it and be disrupted further. In addition, we were only notified of excessive construction noise as we were being given our room key. The construction on the property would have been beneficial to know about prior to booking with this hotel as we have a 3 year toddler that couldn't nap during the days. It wasn't the stay we expected from the 5-star Ritz Carlton. As there are plenty of other 5-star hotels nearby, I would not recommend this hotel.
starstar Scott Krenzke
if zero stars were an option... this is a franchise Ritz, which basically means they are more interested in the single property than the Ritz brand. Which is understandable in a capitalistic society. Service is non-existent and this place is understaffed. None of the usual Ritz-Carlton perks are available at this location. And for close to a thousand dollars per night, I expect my wife and children to be a little pampered during our visit just like the Ritz does at all non-Franchised properties around the world.
I spent close to 45 minutes on the phone with the Ritz Central Reservations Call Center talking through arrival times, transportation, departure times, spa times for my wife, our Anniversary requests, etc. When I checked in they had no record of that 45 minute conversation, our early arrival, room requests, etc.
Have stayed here for New Years for a decade and will not return. They simply don't give a F!@# if you are Titanium which is the Ritz's highest rewards level. Willing to pay for service but this property simply does not get it. Paid Cash and did not use reward points. Good thing there are several 5-Star hotels in Chicago to select from in the future.
star Samuel Garmon
This place was so amazing. From the moment I pulled up I could tell it would be better than I expected from reading some of the mixed reviews. The main entrance off the street is the lower level but there is another covered entrance. When you enter the lower level doorman greet you and whisk you up to the main entrance/lobby the main lobby is so decadent and opulent you will feel like it’s show time. When I arrived and the front desk everyone was so happy. I was checked in and they gave me an excellent room. Kanika at the front desk was so nice and professional. She went above and beyond to make sure my stay was special and it was very appreciated. Also Laurel at the concierge was so polite and told me all I needed to know about the main attractions in Chicago for my stay. I could go on and on. But I will say my room was perfect. The views were perfect. The spa, pool and gym were perfect. The food and service was completely 5 star. And the location was a dream. I will definitely be back.
starstarstarstarstar Bernard Brown
Stayed here on a business trip one time. Beautiful room, very clean and spacious. The service is impeccable! The lobby and bar on the roof top is just beautiful! I also really love their breakfast, fresh squeezed orange juice is amazing! The hotel is also connected to the mall! Which makes it very convenient when the weather is bad!
starstarstarstar Stanley Sequeira
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