The Ritz-Carlton
Reviews and Complaints

Dear Ritz Team,

Hope you are doing well. I didn't want to post a review on google only because I didn't want to make my review public.

My wife and I normally come to Ritz (Rancho Mirage) at least once a month with our fur-baby primarily because we like the food, the ambience, good service and you guys have a dog menu.

On Sunday Nov. 14th, I was not happy with the service at Ritz in Rancho Mirage. Below are the key issues that I wanted your management to know:

1. I thought a fly was on my leg so I kept trying to shake it off. Then I looked at my leg and it was a large grass-hopper like bug crawling up my leg. I removed it from my leg and killed it. I immediately told this to one of the staff members that there is a bug here and that they should probably use bug spray. His response to me was "...well you are sitting outside." with a smirk on his face. And then he just left.
a. We were right outside the sliding doors and the sliding doors were open - next to the curved booth that was a few steps away from us. Therefore, the bug could very easily get inside as well. The issue is not that we were outside, the issue is that the area is not well protected to keep bugs away from your guests. And that is unacceptable.

2. Even after paying my bill, I had to ask 4 separate servers for a doggy bag so I can pack the leftover food for my dog. While waiting for the doggy bag, I experienced this bug infestation.

We pay a premium for our food and drinks at the Ritz because we seek good service. But if you take that out, I really don't see a reason to pay a premium if the level of service is the same as one would expect at a grimy college bar. I have attached the pictures of the bug for your reference.

Best,
Vanmeet

I visited the Ritz for afternoon tea on 6 September 2021 at 7.30pm. This was to celebrate my daughters birthday. I have been many times before and have always enjoyed my visits. However, the food was unacceptable, sandwiches were uninteresting, the scones were doughy and the cakes were disappointing and did not reflect your usual standards. The staff were excellent and attentive. The three of us left feeling very disappointed and let down.

My grandmother (91yrs old) had a room booked for a month now. It's the only Ritz Carlton Suite at this hotel. The room alone cost her $40, 000. I called today to inquire about early check-in and was informed that the current guest in that room will be extending her stay during our allotted time which is two weeks away. We have a private jet booked, so there's not much time to make changes last minute. We specifically chose this hotel because of the dining table setting in the room and additional seating for family while she's in town as well as the location since she's a founding member of the yacht club located right there and so that she wouldn't have to go out in general public with the virus peaking. We were then told that there may be additional cost for extra seating instead of being accommodating due to the inconvenience. There was absolutely no owning this situation and attempting to make it better. She then suggested Econo Inn or something like that down the street with a kitchenette. I've never seen customer service like this from a 5 star hotel. We were booked for two rooms totaling $46, 000 now we're shopping for another hotel. Very disappointing!

Good morning

On Friday 6th August 2021, My wife and I attended the Ritz Hotel in Piccadilly for afternoon tea, as we were celebrating our anniversary. The booking was made in the name of Maria Anastasi.

It was a particularly warm day and the temperature inside the Atrium was quite uncomfortable. I was perspiring quite profusely, so I called over one of the waiting staff and asked if it was okay for me to remove my jacket. He could see that I was extremely hot and perspiring, but he very abruptly told me that I was not allowed to take my jacket off. I said to him, look at me, I am sweating like mad and must remove my jacket, he replied no Sir you can't, I will bring you a glass of water.

I wanted to just get up and leave but I did not want to spoil the occasion for my wife, so I sat there and suffered and did not enjoy the experience at all,

My wife had earlier removed her jacket and cardigan and there were no issues, other ladies had also taken off their jackets but it seems there is one rule for ladies and another rule for men.

I understand there is a dress code upon arrival, but surely once you are seated at your table, I don't understand why jackets cannot be removed, especially in such extenuating circumstances.

Thank you

Stelios Philippou

Just a heads-up because it may affect your local clientele.
I am going to repost my recent experience at the Dana Point, CA location. The details are not important however your companies handling of my compliant shows clearly how misled your current complaint jabbing procedures are and the lack of interest your company has in improving (no fixing) glaring lack of service. You won't survive in this market (NZ) because as NZer's we appreciate service and don't expect to pay us$1200 a night. Good luck!

Via email 1 hr before getting on our plane our club level room at the New Orleans Ritz Carlton was cancelled. Room was just confirmed 2 days earlier. Upon calling the hotel was told we cancelled, we did not, and no club rooms were available. We always stay at club level at the Ritz. Appears they cancelled us and gave our room to someone else. We used points and purchased extra for club level. Arrived and again spoke to manager and could not have desired room. In elevator I passed out, hit my head on the floor, vomited and was taken by wheelchair to room. yes I had wine on plane and I am guessing the aggravation and stress caused my physical effects. and had mild concussion. (My husband is a MD, Neurologist.) I persisted the next day and they finally moved us to club level. we stayed wed. 5/19 to that Sunday.
We also asked one day to make a reservation for us in the restaurant. When we arrived the restaurant was closed to a private party and we sat in the lounge and had bar food. If we were informed we would have gone out. The lounge was full of maskless people hugging and all together. Amazed because the manager told us we couldn't get a club level room due to the strict adherence to cdc rules. hypocrisy I would say. And very disappointed with the Ritz. Not our usual experience with them.

I am an ex employee at The Ritz Carlton, Al wadi Desert, Ras al khaima, United Arab Emirates. I am writing this complaint because I have given my 24hrs resignation just after joining the hotel with in a month. First of all I loss my job due to covid in my previous organization after applying more than 5 times I got an call for interview for Front Desk Agent on 19th August 2020. From the supervisor level I downgraded my self for Front Desk Agent. After giving an interview at ritz carlton al wadi desert ras al khaima, nobody call me back for my result neither from HR department and neither from The Front Office manager or supervisor who took my interview. I contacted them over email after 25days then they revert me back with a regret email. Again after two months I reapply in october 2020. Than the same supervisor Mr. Josheph Manil he call me back and ask me that if I would be interested for a Call centre agent interview. Which is another downgraded position than Front desk Agent. Since I was not having any job and my visa was about to expire I decided go for an interview and taking that opportunity. Luckily I got selected. My joining was on 2nd of nov 2020. Upon joining they conducted a very nice orientation which makes me feel that I am proud to be part of a marriott family. But just after 2 days of orientation the real picture I saw which was totally not acceptable and cant imagine how it works. these are below points which I will share with you:-
1. Accommodation is worst having 4 person sharing in one flat and only one washroom with no kitchen facility.
2. Due to covid-19 all the associates and colleagues who are getting positive are being getting quarantine in same staff accommodation.
3. They don't provide hotel lockers for new joiners as they have shortage.
4. They didn't provide my hotel uniform I was wearing my own hotel uniform and only giving for laundry in hotel.
5. There is only 2 laundry machine at the staff accommodation which was being used by 400staffs. There is no separate laundry machines for girls and boys its common and only 2 in entire accommodation. for washing the laundry u need to put your number and stand in a queue for 4-5hrs.
6. The work pressure for new employees is to much.
7. There is no benefits and entitlements for employees.

There are many more but I cant write those all because I don't want to highlight. Its so personal. To be honest when these all incidents I observe and feel by working with them I was not able to adjust in that environment. So I decided to resign and go for some other hotel brands. Because as per marriott policy I can join the new marriott hotel until one year.
Even upon giving my resignation my hr director and manager Ms. Alma she didn't bother to speak to me once at least to know what exactly happen to me and why I am leaving so early basis.
Its to much worst situation over here. Please help asap. because me I left from here I don't want other employees and colleagues should face the same. Because when it comes to marriott everywhere round the globe the marriott policy for staffs remain the same.

Misuse of the butler's service to hide irresponsibility and guilt. Let me explain. my wife Cassandra booked the Ritz-Carltonhotel for my birthday on 18/7/2020. she told the hotel to give me a surprise birthday cake. when I arrived I did get a surprise of another kind a nasty surprise. I received a measly piece of cake which cannot be called a birthday cake. also there was no chocolate icing wishing happy birthday. When I complained I was routed to the butler service to handle the problem but made me upset enough to demand to speak to the GM. They did not connect me to the GM and tried to put the blame on the butlers service. either the GM, Eric Tea was too cowardly to recompense me or someone on the management level was the guilty party. /In other hotels any upset caused to the guest was handled excellently by the GM who compensated with a complementary stay and dinner. but in hotels with butler service the upset cannot be rectified. Let the butler be the scapegoat. aren't they supposed to provide excellent personal service. how convenient for the GM to escape blame. I call this misuse or even worse abuse of services for personal gain. please take action for me my viewers. as a result of the upset I suffered physically. there was bleeding when I passed motion. I am a 64 year old senior citizen treated badly by 5 star hotel who claims to provide 5 star service. (your safety and well-being are of paramount importance to us) what a farse!

For the price we pay for the premium snow skin moon cakes, it is definitely not worth it. We understand this year these moon cakes were frozen and not fresh. Last year they were chilled. Could this explain why this year's snow skin moon cakes were of such an inferior quality? From our experience this year, it is unlikely that we will buy moon cakes from you guys in the future.

Dear Sir or Madam,

I write to bring to your attention an unpleasant problem around my holiday booking at the Ritz-Carlton Residences in Waikiki Beach, HI.

On 21 May 2018 (NZ ST) I made a booking (Confirmation Number [protected]) for a ‘One Bedroom Grand Ocean View Suite' for 10 nights (8 July to 18 July 2018) at the Ritz-Carlton Residences in Waikiki Beach, HI.

Exactly 16 days after I had our booking confirmed in writing, I was contacted by email on 6 June (NZ ST) by Ms Farah Truong, the Waikiki Beach Ritz-Carlton Residences' Director of Revenue Management. Ms Truong politely asked us for my phone number and when it would be the best time to ring me. I wondered what the problem was and asked my wife to take the phone call. A short time later Ms Truong rang her to tell her that there had been a ‘human error' with our booking of 21 May 2018. Even though I had received an email of acceptance and confirmation of our booking (see attached email of 21 May 2018), we were informed by Ms Truong that the Ritz-Carlton Residences in Waikiki Beach could no longer offer us the booked accommodation at the agreed rate. In terms of the Confirmation Authenticity, which states ‘we honor our official record only and will disregard any alterations to this confirmation that may have been made after we sent it to you', this statement implies that the room rate you charged us stands as is. However, your Terms and Conditions, especially clause 10, seems to make the above mentioned quoted clauses irrelevant. Also, your Business Conduct Guide states ‘Customers should be given what is promised and at the promised price.' This does not seem to have been applied to our booking by trying to make us change it.

We travel regularly and have never encountered a situation like this in a 5-star hotel. In Venice, we stayed at the Hotel Cipriani where a mistake was made in the booking but they honoured the reservation by even upgrading at no cost.

The delay (16 days) of informing us of the error has made it very difficult to find a similar accommodation in a different resort. This situation has caused us stress and has affected what we thought was going to be a wonderful holiday. Having been in business, I always honoured my contracts - verbally or written. For a chain of your size and reputation I would have expected you to honour it, especially as it took 16 days to discover your error. I think you need to look at your booking processes. At least you kept your promise of ‘a memorable experience awaits you' - albeit one of stress and disappointment.

Yours faithfully

Dr Dietmar-Harald Muck

On Sunday May 27 at 12:30 myself and 3 others attended high tea at the DEQ in the Ritz Carlton located in Toronto.
We arrived at 12:00, we turned away by staff so we waited in the lobby. When we were seated for tea, the patio was shut down, which was very unattractive on a bright sunny day. The server brought the wooden tea box that was old and scuffed up. She simply explained a few teas and then just left. When the savories arrived, the tea sandwiches were soggy and not appealing. The smoked salmon made me sick and I headed to the bathroom, which was in upheavals. When I returned, the sweets were at the table, the scones were hard. That is when the server said to us " just so you know there is another service coming up after you, just a heads up. I don't want to rush you but so you know". Very unlike the Ritz Carlton for me. I am writing you because I have already corresponded with management at this location and I never heard back from them. Sergio, who is the manager Toronto location affirmed he would send our complaints. Our being mine and Teresa - who threw up from the food that day. Lastly, the upset this has left is unheard of. Very inhospitable.

We have booked a stay and golf package in Half Moon Bay, reservation number [protected], Bernhard Steiner, and have requested golf tee times to be arranged via the wecare link.

I sent the request on May 21st, 2018 and was told a case number [protected] had been created. But have not heard back. On May 30th I followed up - still no reply.

I do not believe this appropriate guest service. Will certainly make corresponding comment on TripAdvisor.

Please see below correspondence:

On 30 May 2018, at 10:50 PM, bernhardsteineruk wrote:

I have not heard back.

I hope you are looking into this relatively trivial request.

Thanks
Bernhard

On 21 May 2018, at 8:38 PM, Wecare Ritzcarlton wrote:

Thank you for contacting Marriott!
We have received your email. For your records, the following case number has been created: [protected].
We are experiencing higher than normal email inquiries.
One of our team members will review your inquiry and respond to you as soon as possible with a personal reply.
Thank you for choosing Marriott!

We booked a table for 6 for the Mother's day Brunch in the ball room of the Ritz Aruba. We arrived on time at 11 am and were exitedly excorted to Table 1 (the best table) by a very energetic hostess. To her (and our) surprise, table one (a table for 6) was already occupied by 4 guests ( problem 1). An official complaint was verbally communicated to the gentleman on duty at the time (cant recall his name). But he was the representative to come when asked to voice a complaint...

There was more than enough room at the time to assign us another table for 6 and resolve your mix-up afterwards, but we were made to wait while a table was quickly thrown together in front of us. (problem 2)

We had the only table with a white table cloth and last minute white chairs that were not even whiped down before we sat. (problem 3)

The first empty plates that were retrieved from the table by a server caused sauce to spill on the white table cloth and a white clean dinner napkin was placed over that spot.

The music was nice, and the food was excellent. At the end of the brunch we received 2 checks for our table of 6. 1 check for 6 people ( @$ 65.00 p.p.) and one check for 4 people.

We assumed that the both checks were meant for our table of which the 1st one was a regular one, and the second one was a revised version comping 2 brunches as an apology for the mix-up etc...

To my suprise we were informed that a wrong check was placed at our table (problem 4 or 5?) and the same gentleman that came to take the complaint at our table informed us that the check for 6 was ours... but my suprise was his explanation:

He explained to us that the thrown-together table (after seating another group at our Table 1) was actually part of the set-up of the ball room and; hence he did not see a problem with the seating or mix up (problem 6?)

So the last minute table (only one with white linnens and no number) with dirty white chairs were part of the set-up. Needless to say, that comment topped-of our experience with the RC Mother's Day brunch in Aruba.

We again shared the overall displeasure and he ended up comping 2 brunches to "keep us happy". No accountability but to keep us happy.

The reservation was under the name:

Ricky Beaujon - table for 6 which was Table # 1
Cel nr. 594-5564
Aruba

[protected]@yahoo.com

desirable resolution? That is a unique challange to every luxury brand in the business and I am sure our issues is minor compared to others...but I have no idea.

Kind regards...

Ricky Beaujon

Dear Sirs,

My name is Tatiana Wills Anders, I was a guest at the Ritz New Orleans, from April 24 to 26, room 749.

On the 25th I was attending at ISIA Convention and left my purse, inside my closed luggage, in the hotel room.

On the 26th, at noon, when I was preparing to leave the hotel, I checked my purse, which stood the whole time in my closed luggage, and realized that all my money in it was gone. I had USD 450.00 in 4 bills of USD 100.00, 2 bills of USD 20.00 and 1 bill of USD 10.00.

I imediatelly informed Mr. Johnnie and Sierra about it and they informed me that they would investigate and take the necessary measures before the insurance company.

Afterwards I went to the nearby police station and made my report, number D-31271-18.

First I would like to emphasize how frustrating and desapointing such experience was with the Ritz, which lead me to antecipate my return to Brazil.

Therefore, the minimum I would expect from Ritz is a reimburse of the stolen amount.

So far I have received no return from Ritz, neither the insurance company, mentioned by Mr. Johnnie and Sierra. Nevertheless, the responsibility for my safety during my stay at the hotel is Ritz's and not of the insurance companny hired by Ritz.

I expect we can reach a reasoble and quick closing to this very unpleasant situation, which already caused me great personal and financial damage.

I appreciate your prompt response and providenve.

Kind regards,

Tatiana Anders

We recently stayed at the above property 10th Feb for two nights.
We booked through American Express.
I would very much like someone to contact me in order to explain the appalling standards that we received.
This is in fact the second time I have reached out to customer services with no success.
I have plenty of photographic evidence of the poor standards that we experienced, the attitude of the front desk person and the other blunders that occurred during our holiday.

Dear Friends:
So let me tell you a story, My wife Miriam when she turned 50 decided to do her Executive MBA, while studying very hard every day she cam a cross during her courses and study the Hyatt Regency way of Customer Service and Care, since then her dream was to spend a long weekend ( $3, 100.00 total Bill) at one of your facilities, we are a middle class working family, so for her 56 year Birthday I took her to the Hyatt in Tucson Dove Mountain, in general our experience was normal nothing special, a couple of times we found our room not clean and in order (got pictures) the way it supposed to be for $600.00 plus a day room, the pool side service restaurant was terrible, they took a long time to serve and get our check, the food Fruit Plate Berries where soft and old (have pictures to show you), after being there for 4 nights, we asked for an hour delay check out, so we can have breakfast at your hotel, they refused to give us this extra hour (customer Service ?) so, I did not wanted to complaint to the manager, because obviously he is not on top of things... but, did not want to let this go so easily, to protect the next couple who will celebrate a B-Day and spend over $3, 000.00 to have a first class experience and disappointed, of course not all was bad, but, it all supposed to be great at the Hyatt Ritz Carlton, where Executive MBA study there way of Customer Service.. all the Best To you, Your Friend, Avi Kotkowski We where in Tucson from Feb 1-4

Dear Sir/Madam,

Reservation No. QN3A1E4A
Marriott Reward Card No. [protected]

I would like to make a complaint about a recent stay at the above Ritz Carlton.

1/ 3 times have asked for tea / milk in our room and on the 3rd night after 30m, it did not come again, so I called and cancelled, they advised they forgot!

2/ Food prices were over the top and even the staff knew this. Too give you an idea cheese cake was 9 euro! 2 Burgers and 2 drinks 70 euro!

3/ I advised the hotel and showed them I am a Marriott Reward gold level & should have been looked after better + Amex centurion. They did not care at only advising me they are a resort not a regular style Marriott Hotel, so not bothered!

4/ They did not look after me under fine hotels and resorts.

5/ All British people I spoke to were not happy with the hotel and will not return as too expensive

6/ Golf prices also too high

7/ No special amenity on arrival

8/ Advised the Concierge about being overcharged in a restaurant in the town and they told me to go back to the town myself by concierge, not good enough. They should have called the restaurant and dealt with it professionally.

9/ The breakfast was excellent though.

I would like a refund of some sort as we have come away being totally dissatisfied and really upset about the whole experience of this hotel.

I wait to hear from you.

Thank you,

Kind Regards,
Russell Brenner.

I was sent to ritz Carlton berlin by American Express travel service for platinum members.
They asked for early checking as I had my flight very early in the morning. As i arrived my room wasn't ready.
Ok so i explained that i need to change myself and make myself fresh if they can at least help here.
I couldn't believe it when they send me to the halleway between the gym and the elevator. I had to change infront of the people who were in the gym. Later after my room my was ready, which they didn't even thought of telling me, it was so loud there because of the construction that I couldn't read or even think of working. Asking the concierge what I can do, his answer was: nothing bad luck.
I was so angry of this behavior that I wanted to speak with the manager, but only his Assistent was there who just looked at me smiled when I told him that this isn't how ritz Carlton should treat his guests.
I should explain i was very often in that hotel bevor but now for one year I changed to Waldorf Astoria and this time I regret it that I went to ritz again.

My family absolutely loves the Ritz Carlton brand and we are loyal customers. Unfortunately we received horrible treatment at the Marina location. We made an attempt to contact the front desk manager (Megan Dunn) via email. It's been almost a month and she never contacted me. I received an email stating that she was out of the office. I never received an official Ritz Carlton survey to express my concerns. We were treated horribly in the club lounge by an employee named Zonia. When we arrived in the lounge instead of receiving a warm greeting like other guests she demanded my name and room number! Once I provided the requested information acted as if she did not believe me. Shortly after Zonia informed me of an additional $75 fee. I noticed that her preferred guests were not informed about the fee. When I questioned Zonia about the different in treatment she presented me with a Ritz Carlton handbook in front of other guest. Words cannot express the embarrassment I felt. I went back to the club lounge the next day with my daughter and Zonia refused to greet or assist us. At the intial check-in and after multiple stays we were finally offered champagne. We were also told that we received a complimentary upgrade. Unfortunately the room we received was the original room we reserved. We are use to evening turn down service. Unfortunately housekeeping skipped our room. At a prior stay (in January) housekeeping refused to provide service after multiple requests.
I am extremely disappointed because this hotel does not represent the Ritz Carlton brand! I am also confused as to why a Ritz Carlton manager would choose to ignore my complaints.

Ritz carlton riyadh terminated me without any justified reason. I worked in DIFC and Bahrain, there was no such issues, however in riyadh was not a professional organisation. Management team need to re-hire or help me find a job in the same company and needs to hire right people who can live the philiosophy and not people who are bossy and arrogant and unknowledgeble management head