The Ritz-Carlton, Naples

I am a person who always wants to fly under the radar and tries to ask for as little as possible, service-wise….but, my goodness, the acts of truly extraordinary service seemed to find me at every turn during our stay. Three prime examples: 1) We had to leave the hotel at 5:45 am one day to make an appointment and I stopped at the valet stand the night before to make sure someone would be available to get us our car so early in the morning. The valet asked for our name and room number and said he’d make note of it….which I didn’t take to mean much. The next morning we walked out of the lobby at 5:45 am to find our car waiting for us out front and a valet standing there with our keys and greeting us by name. 2) The restaurant Nolita had what I thought were the prettiest drinking glasses I had ever seen. On our last night here, I asked Claire, the assistant manager of the restaurant, whether she could possibly find out the name of the manufacturer. She assured me she would but then we left shortly after and I forgot to seek her out again….a few hours later there was a knock at our door to deliver a beautifully handwritten card from Claire letting me know the answer. (And I’ve already ordered the glasses for my home!) 3) The little coffee/ice cream shop in the lobby didn’t have posted hours and I think there was some confusion because it was open quite late on Presidents Day but then, the next evening, I took my kids just past 7 pm and it was closed. Another family and I were discussing that this seemed quite crazy for an ice cream shop not to be open all evening during one of the busiest holiday weeks of the year. A gentleman from the other family went to ask at the front desk and suddenly a lovely manager named Savannah appeared to open up the shop to serve our two families….and as she had already closed up the register for the evening, it was free! This was incredibly thoughtful and generous of her. (Side note: this shop really should be open every night until 9 pm!) All in all, the hotel was spectacular. Our room was 10/10, no notes, clean and elegant. We really enjoyed the water park at the Tiburón resort but were very glad we didn’t stay there as the Beach resort appears to be overall much newer and nicer. We were a little surprised that the water park closed as early as it did (5 pm, even on a holiday week) — and the towels and water cups were put away by about 5:01 pm, making it clear that people were not to linger.

This property did a remodel a couple of years ago and it's really beautiful. The public spaces are great. The lobby bar is fun and has great small bites and drinks. The staff are well trained and professional. The rooms are comfortable and importantly - quiet! I have a MAJOR problem with the guest room bathroom renovations. The room looks updated and pretty, but the bathtub is a nightmare and an accident waiting to happen. Problems with the bathtub (this is for a regular room with a tub/shower combo): * the glass door restricts the amount of width you have to enter the tub * the side of the tub is very high compared to a normal bathtub. That makes it very difficult to get into the tub if you're not at least 5"11. It also makes it impossible to bathe young children unless you get in the tub with them and again the narrow opening also restricts how you can bathe children * the width of the marble over the side of the tub is very wide, again creating a hazard for people with mobility issues, short legs or parents trying to bathe children *the difficulty of accessing this tub has got to be miserable for the cleaners - they have to climb in every tub to get and replace towels. *I understand the use of squirt bottles for shampoo, etc, but the squirters should work better than they do (and again the poor cleaners have to climb in the tub to refill those things). Very poor design for a functional item that will be used every single day by guests. We go to an annual meeting here and will try to remember to ask for a room with a walk in shower next time. Also - what are those round stands on the vanities supposed to be used for?

My friends and I planned our annual girls trip at this property as Ritz is known for its world class customer service. Due to my husband's Bonvoy status we were pleased to learn prior to our trip that our room had been upgraded to club level lounge access in addition to a larger room. Upon check in we were advised that yes, we do have a larger room however due to a "glitch" in the Bonvoy app we did not in fact have access to the lounge. After speaking to THREE mangers at the hotel they still would not budge even though it was in WRITING on the app that we had access. My husband is top level tier within the rewards program through Bonvoy. We were made to feel less than and like second class citizens. The management staff couldn't have been more rude. Instead of just honoring what was promised, they chose to argue with us in the lobby for an hour with guests around. I still am in shock at how we were treated and it put a dark cloud over our trip. For a hotel that is made known to the world as white glove service, this was far from it. Shame on the Ritz and the poor management of this hotel.

This hotel was recently renovated (within the last 2 years). The public spaces and restaurants are great. We enjoyed the outdoor cafe by the beach the best, although the small plates in the lobby bar were tasty (if expensive). I visited the spa during a massage appointment; it is a bit on the small size and segregated by men & women. The gym was well-equipped with newish machines. We stayed in one of the two-story suites. It was very roomy and a nice feature was each floor had a full bathroom.

This is not the Ritz I remember before Marriott took over. All the employees are very professional and polite that we interacted with except some of the valet employees. Sloppy and non responsive. We were on the 14th floor with 2 queen beds ( not by our choice, we expected a king) and the beds were horrible. We slept in holes each night. Unable to get a good nights sleep during our three nights there. The beds appear to have feather toppers on the mattress that should be fluffed and definitely are not. Maybe the mattresses need to be replaced too in my opinion. If the beds are not comfortable and not getting a good nights sleep it messes up my entire day therefore I will not return. Other people in our group commented on the same thing.