This review is strictly based on my recent experience with their customer relations and food/beverage team.

I originally called and spoke with Carla in Room Service on Sat 8/24 to send a special birthday treat to a friend who is checking in the next day to celebrate her birthday. I was having issues completing the e-form they sent via email, since I didn't have the confirmation number. Next day, day of birthday/arrival, I called again and spoke with Daniel. He resent the expired email link and gave me the confirmation number to fill out the e-form. On the form, I specifically indicated that I wanted a bottle of Prosecco, peach nectar (to make bellinis) and chocolate dipped strawberries. I also got the email address to their Guest Relations, Avelino, for them to type up a birthday message. I received an email from both Daniel and Avelino, assuring me that it will be delivered after they arrive. Avelino even said he just typed up the card and finished blowing up her balloons.

It's almost 11pm and I still have not heard from my friend about her birthday goodies. I texted her asking if she enjoyed them and to my surprise, she had no idea what I was referring to. She didn't receive anything.

Monday morning, I called Avelino to ask him what happened? He said that my friend left a DND sign and they failed to leave a note under the door, but just left a voicemail. And we all know that no one really looks at the hotel phone! He assured me that everything will be delivered and apologized for the mishap. I reminded him again of what I ordered: a bottle of Prosecco, peach nectar (to make bellinis) and chocolate dipped strawberries.

Monday @2pm, my friend sent a photo of the goodies and NO PEACH NECTAR. And to top it off, the card message was from GUEST RELATIONS! It was supposed to be my personal message! So now it just made it seem like it was from Ritz, not me!

This whole experience has been a major disappointment. This is NOT the type of service I had expected from Ritz Carlton. Totally unacceptable.

I have to acknowledge Dante Gonzalez. The service was above and beyond…professional, courteous, and fast. He assisted with everything we needed to include some unforeseen last minute changes. Madison, the front office manage, please give a thanks to Dante for making this stay even better than imagined.

This is one of those reviews where you just had one of the rudest customer service condescension and I could not pass the opportunity to bang on some keys, such that you can choose whether or not this is the environment for you.

We are a small family. We are not rich, but we spend enough money over the years that we can afford a short trip at the last minute using miles. Historically, if you travel often, one can call the front desk manager the night before arrival and confirm some sort of room that might be larger or most times upgraded to a suite (especially a member with "status"). I call and request to speak with said individual and Jarrod transferred me to Stacy B. (did not feel comfortable giving me her employee ID). When I explained my situation, she gave a robotic response one might find at a Best Western, but the Ritz Carlton? When I explained that I just wanted to confirm a room within 24 hours of arrival for FIVE nights (FIVE NIGHTS OCCUPIED) with our family (some rooms do not sleep four at these types of properties). It ended with her condescending tone offering me a manager's return call. Why would I waste any more time than it took me to type this?