My son got married in Dana Point on Friday Nov. 7, 2025. We wanted them to have a great experience so we decided to gift them a room at the "supposedly" best hotel in the Dana Point, CA, area, The Ritz Carlton. Well the experience was not so great. We asked for an upgrade to a better room....that did not happen. The room was small and hard to move around in. They were suppose to have champagne...it was not delivered on time. There were other things ordered for them that did not work out and was not delivered on time.
We decided to say good bye with a quick breakfast the next morning. This turned into a very bad experience and over 2 hrs...so much for quick. The only thing available was a $75 4 course brunch. The waiter came over and took the drink order....then nothing.....We were suppose to get a shared appetizer. It never came. I had to go to the check in hostess and angrily ask for our food/appetizer. We had been waiting for over an hour. The appetizer only came out at my angry insistence....It was guacamole and chips.....so it took over an hour to give us guac and chips !!!!!!! A manager person came over and we voiced our concern about the poor service. She apologized and promised to watch our food service from now on. We got the 2nd and 3rd course. Then waited for the dessert, which I had forgotten. We had been there for 2 hours by this time and was about to leave when someone said "what happened to the dessert?" I was tired, worn out and had completely forgotten. Once again we had to hail the waiter over and ask for our dessert. By this time and due to the long hour, we asked them to pack it up....which also took some time to do. It was a horrible experience and I was appalled at such bad service, for $75 a head, at what is suppose to be a high class hotel.
On my way out, I told the manager about the dessert issue and got a slim apology at best.
So what happened to this $2000 policy to provide excellent service. Or do you provide excellent service to certain people. So our attempt to give our children a great experience did not turn out so great.
The one star is well deserved.
I told the restaurant manager to check the cameras to verify just how long we had to wait to get our food.
In 2014 Herve Humler, the CEO, gave an interview on the “secrets of Exceptional Service”.
So where is this Exceptional Service because we certainly did not get any of it.
AM
Anastasiia M.
No privacy, no safety
Very disappointing experience in Madrid. A staff member entered my room without knocking while I was partially undressed. Instead of leaving and apologizing, he stayed and gave excuses. Management tried to justify this behavior rather than take responsibility. I felt unsafe and disrespected, completely unacceptable for a hotel that claims to be luxury.
SP
Shawn Pentagna G.
Hotel stole my wine bottle.
Hotel stole my wine bottle.
JT
Julius T.
DO NOT stay at the Ritz-Carlton
DO NOT stay at the Ritz-Carlton, Turks and Caicos. They overcharged me by $1,200.00 for a 2-day stay, and their transaction records do NOT match reality. They are scam artists and refuse to refund me. Very nice property, but already quite expensive. They essentially charge twice what they tell you the daily rate is.
IB
I B.
Titanium Elite status not recognised at Ritz-Carlton’s
I recently booked to stay at Ritz-Carlton Istanbul as a Bonvoy Titanium elite member. I should have suspected this stay would go badly when nobody from the hotel sent me any personal pre-arrival email.
So I reached out to request a suite upgrade and asked if they would like me to request this via the app? No reply and on arrival they gave me a nice upgrade but unfortunately turns out this hotel does not extend lounge access nor complimentary breakfast for Titanium Elite members. There lounge is only for RC member so I am not sure why they are in Bonvoy program? After many calls with the duty manager it was clear they really did not want Bonvoys here so check out the next day and cancelled by 6 night stay there. I was made to feel very unwelcome and actually quite cheap but the hotel was actually very tired and seemed to be revenue driven.
I will not stay in Ritz Carlton brand again as it was all very embarrassing and stressful.
JM
joe M.
Used to be the place to stay
Used to be the place to stay. Fort Lauderdale hotel was appalling. The service is more akin to one star and cannot believe they can get all way with it.. really disappointed
OA
Owen A.
I was approached by the Ritz Carlton to…
I was approached by the Ritz Carlton to do reviews. I have been scammed thousands of dollars...
