Building and location are spectacular. Right next to City Hall, public transportation and most sites are within easy walking distance. Front desk was what I'd expect from a Ritz Carlton property, cordial, welcoming, lots of smiles, and professional. I was put on a high floor in a corner room with very nice views. But the room was rather small, which was echoed in several other reviews about the rooms. The bathroom was nice with a separate deep tub and shower.
Upon arriving in my room I received a call from the front desk clerk who asked if I liked the room and was there anything I needed. I asked for a pair of slippers. They never came. When I think of the Ritz Carlton brand, I think of top notch service. I think of staff going above and beyond and I never got that during my stay at this property. The bed shams were stained roughly arranged. The corners of the beds were sloppily made and even the chocolates (milk, tasted a bit stale) placed on the night table were not neatly arranged but appeared to be strewn.
When I called for room service or someone to help me with the bath tap, the people who answered were nice enough, but they always said "bye" a little too quickly and hung up rather loudly. No one was outwardly rude but these are the small details that I would have expected a Ritz Carlton property to handle with more finesse.
The room came with a bathrobe for each person. On one morning, I was in a rush to leave and I threw the bathrobe on the bathroom floor, with one sleeve turned inside out. When I returned later that night, I noticed the bathrobe was hung up on a hook still with the sleeve inside out. Other luxury hotels will hang the robes up for you but arrange it in a tidy way. It's as if the maid just picked it up and threw it on the hook. Furthermore, there was this weird dried up soap foam that had dribbled down the front of the sink. It was gross and I noticed it right away. I touched it to see if it was a permanent mark, and it wasn't. The next day after the room had been serviced, it still wasn't wiped off.
At the restaurant, we arrived at 7:30 for dinner. The room wasn't empty but it wasn't packed either. The waitress was friendly and smiled a lot. We reviewed the drinks menu and no bread arrived. Our drink order was taken and during the time we were deciding on our meal, still no bread. After the waitress took our dinner order, she mentioned she'll send someone with bread. When the food runner arrived with our first course, I asked him if we get any bread. He simply said, "No bread?" and walked away. The waitress later rushed over with bread and butter and commented that she didn't expect the first course to come out so quickly. That's not the point. Service standard should dictate that the bread should be served at some point between seating and ordering. And wasn't it obvious our table had no bread? Again, I expect a lot more from the Ritz Carlton. I expect staff to quietly and keenly observe guest needs and carry out high service standards. This incident, while not egregious or horrible, could have happened at any busy restaurant. But the Ritz Carlton should be better than that.
On ordering room service, the server wheeled in the trolley and uncovered all the plates, pointing out what was what. That was OK, but in all my room service experience, the server always props up the side leaves of the table. She didn't do this and just walked out after I signed the check. Again, little things matter. And when I stay at a Ritz Carlton, I expect these little things.
On my final day, I dropped off 3 bags after checkout to pick up hours later. When I gave the bellman my ticket, he could only find 1. After some searching he found the second. When I gave him the description of the last bag a third time, he asked me to come into the room and look for it myself. I found it in a corner, upside down (the bag was a tote, with no closure).
Had this been a mid level Marriot or Hilton, I would give this hotel 4 stars. But I expected more from a Ritz Carlton. My suggestion to the GM is that all staff receive more specific training on what gold/platinum/diamond service standards are and what they always need to perform to execute.
- Official Description (provided by the hotel):
- A newly renovated neoclassical hotel set in a century-old landmark bank in downtown Philadelphia. The Ritz-Carlton, Philadelphia is a stately testament to the city and an exceptional place to experience all the city has to offer. Walk in the footsteps of America's forefathers and become a part of history. Stay in the heart of Center City and absorb the energy of the city as you spend your day exploring Independence Hall, the Liberty Bell and other cultural treasures. ... more less
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- Also Known As:
- Ritz-Carlton Philadelphia Hotel Philadelphia
- Philadelphia Ritz Carlton
- Ritz Philadelphia