of TripAdvisor Travelers recommend this hotel
"Unacceptable rudeness and a nasty surprise in my room!!"
I paid a whopping $660 for a night here (booked as an extra night through a tour company) and couldn't believe that it didn't include breakfast. That was one issue, but a bigger one for me was the rudeness (attitude) of the front office staff member (Melissa) when I questioned it. I asked her to check with management and she walked into a back room returning with a smug NO. I had no choice but to accept what she told me. Then when I entered my allocated room it was already occupied!!!!!!! I returned to front office and requested that the manager resolve the matter. Some young person (Anna) dealt with it (not sure she was actually a manager but perhaps someone in charge at the time), she couldn’t even make eye contact – she typed away looking down at her computer, got one of her minions to try to find out how it happened and mumbled that she was so sorry. “Good grief” doesn’t even begin to cover my reaction at this point (especially after 26 hours in transit from Australia). She told me she had arranged for me to have a complimentary breakfast as a gesture of goodwill. It was no surprise to find upon checking out that a charge for breakfast appeared on my bill (hopeless). The elevators are very disorienting especially for the tired traveler. In fairness, the rest of the hotel staff were exceptional and the hotel was first class & very well located, but front office really let the team down and made for a very unpleasant experience.
"Amazing property never disappoints."
Amazing property never disappoints. Just note that checkin is on the 12th floor where you change elevator banks to get to rooms. Only request would be that the front desk staff be able to place room service orders for guest
Wanted to check in before a business meeting and the wait was unacceptable. First, the elevator to get to the lobby was terribly slow. When I got to the lobby, the line to check in was longer than a roller coaster ride. There were plenty of staff that could have jumped in to help, but NO. It took a half hour to get to the front and they greeted me with "How is your Day'". I expect more from a Ritz. Service level is consistent with a limited service hotel and only a matter of time before they lose their flag. Choose the Four Seasons or even the Westin instead.
Outstanding stay! I would love to come back as soon as possible. I have stayed at many different types of hotels and I can say without a doubt that is was one of the best ones I have ever been to. I plan on returning for my next business or personal pleasure.
"5 star expectations, 4 star execution"
My initial impression was the valet parking. I parked right in front of the valet entrance. Two valets watched me park my car, take my luggage out of my trunk, and start wheeling my luggage towards the entrance. Finally, one of the valets approached me and asked if I was valeting my car. Yes, I'm checking in for 3 nights, I replied. For $68/night, this was a very poor first impression. Check-in was better. The clerk was pleasant and accommodated my request for a quiet room away from the elevators. The room looked and smelled clean. The bathroom was nice but no better than a typical 4 star hotel, and definitely lacked the wow factor of a 5 star hotel like the Four Seasons. There was a glass half-door for the combined shower/tub, and I nearly severed a toe the first time I tried to figure out how the half-door worked. This is a definite safety concern! The shower controls were obtuse and not intuitive, esp. for temperature adjustment. The water pressure was good. The king bed had two valleys on the sides, and a raised plateau in the middle, strongly suggesting where previous guests had slept repetitively. The room AC kept cycling on and off throughout the night, and consequently I woke up multiple times feeling either too hot or too cold. Room service was good 2 out of the 3 mornings, but on the second morning, the server spilled my water all over my breakfast as he was taking the plates out of the warmer beneath the table. Argh! The temperature of the lap pool was a little cold. I liked the fact that the deep end was 10 feet in depth. There were no warning markings on the ceiling as you approached the end walls when doing the backstroke. There were plenty of towels. Housekeeping did an adequate job, but there were no extras like at the Four Seasons, such as nightly turn-down, mints/chocolates, or even spring water bottles. The TV had plenty of channels and had clear reception. My room had a partial view of Lake Michigan. I could still hear faint traffic noises and sirens despite my 23rd floor location of my room. The parking valet was quite attentive when I departed the hotel. Overall, the experience was nice, but no better than cheaper 4 star hotels, such as Loews or Hyatt.
Credit cards accepted by the hotel: Visa - MasterCard - American Express - Diners Club - Japan Credit Bureau (JCB) - Discover
Check-in: 3:00 PM , Check-out: 12:00 PM