The Ritz-Carlton, Amelia Island

I recently stayed at what I thought would be a luxurious, high-end hotel, but my experience was marred by their incredibly frustrating and unreasonable credit card authorization process. I checked in December 4th and was charged a $300 incidentals fee, which is high for one night but pretty standard. I was shocked to find three weeks after checking out, they still haven't lifted the charge. During this time, I had no access to my funds, and despite multiple calls and emails to the hotel’s management team, I received no clear answers as to why it was taking so long. Every time I called, I was told there was nothing I could do and I would have to speak to the off-site accounting department which was not helpful at all. I spoke with a Janelle who lied numerous times on December 13th and said the funds would be released by Monday the 16th, it never happened. I called again Friday December 20th and spoke with Chris the off-site supervisor who then had to call the Amelia Island Ritz (after I was told only the off-site accounting department could help). He said he spoke with a Jenniffer Mezzella and she released all the funds. It is now Tuesday, December 24th and nothing has been released. This is not what I expect from a “classy” hotel that prides itself on offering excellent service. The lack of communication and transparency about this process is completely unacceptable. It was a huge inconvenience and really soured what should have been a relaxing stay. I would think twice about staying here again. For a hotel of this caliber, such poor handling of credit card authorizations is just not acceptable. I stayed at the Hard Rock in Tampa the 14th-16th and they released funds almost immediately. I also just came back from a Royal Carribean Cruise the 20th and all but minor charges have been released and its only been a few days.

Amending this review to reflect the diligence of the general manager. While our experience was not perfect, it seems he is committed to making improvements and addressing issues based on our feedback. I wouldn’t be willing to change my review unless I was confident that their resolve was genuine and we may even visit again someday to give this property another chance.

My now-fiancé and I stayed at the Ritz-Carlton Amelia Island over Thanksgiving weekend, and it was truly an unforgettable experience. Not only did we get engaged during our stay, but we also had the pleasure of celebrating our engagement at the Ritz. The staff went above and beyond to make the occasion extra special, thoughtfully decorating our hotel room and adding personal touches that made the evening so memorable. Their attention to detail and genuine care made us feel so welcomed and celebrated. We couldn’t have asked for a more perfect setting or more accommodating service to mark such a significant moment in our lives. I am so grateful for all the effort they put into making our stay so incredible, and I can’t wait to return for future visits. Thank you, Ritz-Carlton Amelia Island, for creating such a magical experience!

MOLD, health code food violations, safety and privacy concerns. I am sharing an experience of ours, along with a family member who is with us all, as the family (immediate and extended now both) has safety concerns at this point for many valid reasons. Here are a few photos already (rest) sent out. There is mold in the spa whirlpool. Food was touched by bare hands on the buffet by unattended children and left for others to unknowingly consume, concerns that were reported to staff did not make it to management (once they were made aware, they are trying to help). Housekeeping is a joke. They do not do their job. If you are 1/2 of a stickler about things being clean, this is not the hotel for you. This hotel has shown itself and behaved like what I would think a 3 star hotel would. There are so many problems, we started making listS along with photos and videos as, if this hadn’t happened to us, we would not believe it. Our family stays at and, in fact, is one of the big sponsors of a yearly event here- BUT I did not check in under that last name, used maiden one, which perhaps explains the incredibly horrible experience we have had. But it should not matter what someone’s last name is. For close to $3,000 PER night, I do not expect to have to do other peoples jobs for them. I do not expect a dirty room. I do not expect all the litany of problems that we have had. I am fed up. I do not write reviews- usually it simply isn’t worth my time, plus the kind of places we stay in- well, they don’t require reviews- they’re lovely. But this experience was so bad that I am going to write about it simply so others can go stay next door at the Omni (for 75% cheaper and there is no way it could be worse). Our family has been big supporters of this particular Ritz Carlton for a long time, but that ends now. I don’t care about the money- I care that I can’t get back the time, and I am going to warn every single person I can. Many, many chances were given for the staff to make it right. To do something, anything, to fix THEIR own mess. They chose not to. And this does include one manager. So now I will simply see to it that others do not go through this. Housekeeping did not clean the room even half way properly. Customer service told me to do something myself that was very much the hotels job. We had to ask the people next door, on club level, to please get their child to quit SCREAMING at the top of their lungs. It is incredibly noisy here. The concierge said she was busy with something else, I could go wait in line at the hotel front desk. Because I am paying $3,000 a night to wait in line. That was funny. Videos and remaining photos are being posted to other websites, but this should give folks an idea. Stay out of the spa whirlpool unless you want to personally kill a bug yourself and swim in a moldy spa whirlpool. The tile is cracked, and yes that is dust and unfinished caulking in many places in the photo and in the bathrooms. There are plumbing issues also. Allegedly this place was updated in 2021. If that is the case, I shudder to think of what it was like before. The location is beautiful. It is a shame that this particular Ritz brings shame to the Ritz Carlton name. Positive things I have to say include only the club level staff. They are wonderful. Summing up the problem: either the management knows what is going on here and doesn’t care and does nothing, or they do not know what is going on in their own hotel. Either way, this is a problem. I should not have to relay the issues at the Ritz. There should not be any.

Great experience at the Ritz. Our room was lovely, clean and comfortable. We had a spacious room that overlooked the Christmas tree and ocean. We enjoyed the spa and the lobby sushi and cocktails. Service was top notch. The gingerbread pirate ship in the lobby smelt amazing. Icing on the cake!