I am a marriot member and have been for for many years, stay away from this property. Experience has been awful and I have only been here 1 day. Waited at an understaffed bar for 2 hours for room to be ready only to find a major reconstruction to the deck directly below my room. Stay somewhere else going to the omni to see if they have rooms available. I am not a person who complains but for the money I am paying THIS PROPERTY SHOULD BE MUCH BETTER.
If you’re planning on visiting the Ritz at Amelia Island, rethink your trip! We visited this location a couple years ago during the same time and had a great time so we decided to go back this year. I called the hotel prior to our arrival to see what Covid protocols were being enforced and was told they were booking between 50-70% capacity and pool chairs were spread out. This was not the case. We arrived and it was a mess. Families were everywhere because check-in’s were delayed, kids were sitting all over the floors, dirty dishes and empty glasses were in the lobby because people had no where to sit since tables were all taken. If you wanted to go in the pool, we were told towel service started at 8am. We got there at 7:55am and all the chairs were taken with towels. They decided to let people take chairs at 7am that day. Wait list for a chair at the pool was hours long (basically when people were done for the day). One day we were able to score 4 chairs for our family. We went to the pool and came back and they had moved our loungers and squeezed 2 chairs next to me. The other couple were so close that our elbows could touch...not very covid friendly. They started putting chairs on the lawn because there were so many people and those were all taken too. Garbages by the pool were overflowing, bathroom stalls were out of toilet paper. They were definitely understaffed because the people that were working were indeed running around. If you’re looking for a “Ritz” experience...this is not the location. We cut our vacation short and left early...we won’t be going back.…
First off this resort is beautiful. The bell and valet were kind and attentive. The person who checked us in was very informative and he took time to detail the hotel amenities and great place to eat on and off property. He upgraded our room to a great ocean view. We ordered room service and it was quick, delicious, and the staff were wonderful. They already charge gratuity and we appreciated that they noted that. The staff at Lobby bar was far below what we expect at a $1000/night hotel. They were short with us, rude, made us feel like an inconvenience. The bartender made us wait over 7 mins for a drink. It wasn’t even that busy. The floors were sticky and dirty. The food was subpar. Wish I just stuck with room service. Upon check-out we noted an error on our bill the lady said there is nothing she could do about it. We pressed her again and she got the manager and he was able to do something. Why not do that from the start? Why waste our time and try to nickel and dime us? I may stay here again but will not eat at the lobby bar and stay firm when we see an error …
I have NEVER in my life written a hotel review good or bad but I have to write this in hopes that other people don't waste their vacation here ( we are currently still here and I am writing this review so this tells you how bad it is). We arrived on Tuesday with our 4 young kids but before hand I had been in touch with the concierge and leisure concierge multiple times over email to confirm kids activities and if we needed reservations to restaurants and to ask for firm pillows, cabanas etc. etc. etc. When we got to our rooms guess what no pillows, dried pee on the bathroom floors ( we have connecting rooms) there was no lock on one of the doors & no robes. We had booked a cabana for Wednesday and when we arrived in the morning nothing was set-up, no snacks, no server, no towel, no sunscreen.... nothing. It took about 4 asks ( at one point I had to call the hotel from the cabana because I couldn't find anyone to help) and 2 hours to get everything and then the TV was broken and an engineer was sent out twice. Our "dedicated" server only randomly appeared (but she was very nice- they just over booked her). We ordered room service for dinner and there was hair in the food... eek. Housekeeping each day basically never cleaned they messily made the bed but left sand, hair, toothpaste, pee ( I have 3 little boys) around the toilets. We also never received robes until after the 3rd time I asked and the 3rd day we were here. We also asked for the sheets to be changed on all the beds and knowing that housekeeping was less than stellar actually took the sheets off all the beds and put them on the floor in hopes that would force them to change the sheets... well we walked in while they were about to leave and the beds were made (everything else remained dirty) so we thought they changed the sheets but when I asked he said "no it wasn't on our list" so basically they took the dirty sheets off the floor and put them back on the bed...gross. By today I have asked to speak to a supervisor or someone who could help about 5x and just today someone called me to apologize. Then we went to get dinner tonight and apparently they just decided to close one of the restaurants because of the weather without letting the guests know. I completely understand the weather not cooperating but at least let the guests know. We decided to get take out from Coast (whose service is less than stellar) We got back to our room to find that one of the crab claws was eaten off... and dried as if it had been on a previous diner's plate and then stuck in our box... gross and salad dressing forgot. My husband went back down to get the dressing and the manager also talked to him like he was a child and asked if he has ever had crab claws before and that they were really delicate... ummm that is not the case and it was obvious of how this looked with how the meat was torn that it didn't just fall off. I am still waiting for a call from the manager.... We also wanted to eat at Salt tomorrow but were told they were completely booked even though I asked the concierge multiple times if we were going to need reservations. We have 3 more days here and I am so so disappointed and can't even imagine what else can go wrong. We travel often (before Covid) and stay at the Ritz with our children all the time because they always make it seamless- we will NEVER come back to this Ritz and now questioning is this the direction all Ritz are going? What a waste for our first "real" trip post covid.…
Beautiful property with easily accessible beach, attractive pool and comfortable outdoor spaces. Good restaurant choices and hotel shops- though one was never open during our stay. Indoor public areas are attractive as well. Rooms are renovated and comfortable with great views. They are average sized and very overpriced however. The resort needs more activities - a putting green or lawn games area would be perfect off the west grassy area. An additional pool would be great bc it was hard to find an open chair. Now the not so good: the staff needs RC training. The front desk was unfriendly, unhelpful and unprofessional. They seemed bothered to help anyone. The same with the lobby concierge. It was difficult to get anyone to answer the in-house phone. No one opens the door in traditional RC fashion or speaks. Definitely not what we are used to at every other RC property. It’s the little things - especially at this rate. Housekeeping was overworked and slow. More help appears to be needed. Bar staff was friendly and attentive as were the beach attendants. It’s the lobby staff that needs the training. Not sure if I’ll be back unless service and attitude merit the price and RC standard. Potential is definitely there.…
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