The Ritz-Carlton, Philadelphia

This is the first negative review I’ve ever written. On December 20th, I went out for Christmas cocktails with a few colleagues at the lobby bar. There were no available seats, so we opted for the counter space near the chandelier. We weren’t obstructing any wait staff, blocking Christmas decorations, or disturbing any diners at nearby tables. However, the waitress was extremely rude to us, as well as to other customers in the bar area who weren’t seated at the bar. She approached us in a dismissive manner, asking us to move, and then repeatedly insisted that we check our coats, despite our coats not being in anyone’s way. After purchasing a bottle of Prosecco, we simply wanted to enjoy it without being harassed. Eventually, the hostess came over to ask us to move, claiming the area was reserved for “guests.” If we weren’t considered guests, then what exactly were we? The Ritz-Carlton is known for its exceptional customer service, but this experience was far from that standard. I often entertain clients at this bar, but after this incident, I will never return. We left and went to the Four Seasons, where the service was impeccable, and we were treated like true guests.

This the last time we stay here. I’m a Platinum Elite member. Access to lounge for member and a guest is guaranteed. Well, Concierge Lounge is an amenity. Things changed. Was told that I needed to pay $350 per person. Now, I have stayed at this same property 3 other times, for years, lounge was included. This Ritz is far from a luxury hotel and unlike any Ritz we have ever stayed. The room was dusty. Hair in the shower. Shower glass door wouldn’t stay shut. Rust on the floor. Left out after entering the room, realized that extra towel was added after, without our consent to enter the room. Requested room service to be delivered by 8am. Had to call to ask for the food. In addition, was over charged for more that I requested and a delivery fee of 12 plus tip added to the bill. TV only worked with limited channels. Total disappointment, not the Ritz property that I remember….

Beautiful old building. Centrally located. Wonderful customer service. The beds are very comfortable and many amenities in the room. Everything from a mini bar with snacks to anything you may have forgotten as a toiletry . All around great place to stay. Worth the splurge.

We loved this hotel. The location was perfect for us. Close to family, restaurants, and museums. Our room was very nice. The bed was so comfortable and the bathroom was beautiful. Service at the hotel (valet, doorman, reception, lobby bartender) was excellent and friendly. Definitely recommend.

Check in line was long, no Ambassador line. Connecting rooms weren’t ready at 5pm although check in is at 4. Last guests dried contact lenses still on night stand. Called and asked for housekeeping to clean it. We got back from dinner to find that they never came. Signs in elevators worn and dated and lots of chipped paint and dirty doors everywhere. I expect better quality control from brand management at Marriott. This is a beautiful property that is not being managed to the standards that one expects from the Ritz Carlton label. They have let their properties in this area go downhill (don’t get me started on the Westin in Wilmington!)