This in regards to the service at the hotel - not lounge or spa - those are A+. Upon check in I was not warmly greeted, nor were any of my booking notes read. I booked over the phone and got the reservation specialist to attach the reservation to a previous one done (simultaneously) through my credit card portal. She did not read the notes, attach my reservations, nor was she friendly.
After sharing the bday news with the other front desk people and clearly being excited she was ready to get rid of me. I asked if we had received an upgrade (as that's standard for Platinum members) she said "no, there is just one but it's dirty so you'd have to wait hours. Um, what? Not, let me get it cleaned for you guys - thanks for your loyalty? Nope.
Then guest relations called and checked in and I was so upset I explained and she was the sweetest woman and got us put in another room immediately. We were only there for a staycation for my partners birthday and the room was tiny, and the carpet was very worn. She put us in a suite (which happened to already be clean and ready, hmm) and we seemed to be set.
Next morning at 9:30 AM our doorbell is ringing and the maid is asking us when we are leaving? What? Sunday, we are here through the weekend. She apologized and was so nice and said she'd called down - clearly the notes weren't passed to house keeping. She asked what the occasion was and we said "birthday" and she got us a cake brought up immediately (the housekeeping NOT the actual staff).
Our keys were deactivated when we were at the spa/pool so we had to go to the front desk in our robes to get new keys. Awkward since the Ritz Lobby is a hot spot in the evenings. While down there we wanted to confirm our checkout time the next day. Due to our status we are guaranteed late checkout at 4 PM. The front desk was arguing and saying we could check out at 2, but a platinum guest was coming at 4. Then my partner nicely explained, we're platinum too and we want to check out at 4. Is there a room shortage? It seems they are organized enough to know they need a specific room by a date, but we were not offered that or any courtesy - very unorganized.
The next morning was a fiasco as well. Our doorbell was rang at 9:30 asking when we were leaving. We kindly said 4 PM. Then again it rang at 12:30, 1:30, AND 2:30 all different people asking the same thing. We are leaving at 4. At 1:30 the housekeeping said they called and we didn't answer . No, we were in the room, the phone did not ring, but that would have been much prefered. We were trying to relax on our staycation and it was far from relaxing!
Upon leaving we did voice some concerns, as they asked - and the nice gentleman offered to remove the charges for our room Saturday night. Once we got home we realized they charged us for Friday (even though that was prepaid), so we still had to pay for two nights - thanks for literally nothing.
*Our room was spacious and nice, there were stains on the carpet in a few places. The bathrooms were spotless, beds were very comfortable.
Also - spa staff was very nice, guest relations people were very helpful and compassionate, and the housekeeping (Clarissa) were the sweetest people we met.
Overall, I would absolutely never return - for over $500/night we should have been treated at least like human beings.
- Official Description (provided by the hotel):
- Located in the heart of vibrant Uptown Charlotte, The Ritz-Carlton, Charlotte, is a luxury hotel that brings an urbane sophistication through its innovative restaurants, dramatic skyline views, penthouse Spa & Wellness Center, spacious guest rooms and suites, and its environmental commitment that is rarely seen in a contemporary urban hotel. Included in the prestigious Condé Nast Traveler Gold List and Travel + Leisure World's Best Hotels, The Ritz-Carlton, Charlotte is perfect for families and couples, business executives and groups, each destined to enjoy an unforgettable experience just steps from the city's cultural heart. ... more less
- Reservation Options:
- TripAdvisor is proud to partner with Expedia APAC, Marriott, Wotif.com, Booking.com, lastminute.com.au, Hotels.com, Hooroo Pty Ltd and Cancelon so you can book your The Ritz-Carlton, Charlotte reservations with confidence. We help millions of travellers each month to find the perfect hotel for both holiday and business trips, always with the best discounts and special offers.
- Also Known As:
- The Ritz-Carlton, Charlotte Hotel Charlotte