The Ritz-Carlton, St. Thomas

How to start on my unbelievable disappointment with the neglegent and lack of customer service this place has! On check out day I drop my bags off up front while we went to spend the day on the island before leaving the Ritz. They check my 5 bags and I get a ticket for my bags. I come back in the afternoon give them my ticket and they give me three bags in return. When I start to ask questions they don’t have answers to they get the manager (I believe Joalo). He does nothing to help the situation. He accused me of not bringing the bags up. Then I must have left them in the room. Then was I sure I didn’t take them with me and forget them somewhere. Completely blaming me for there mistake. I ask for clothes for the next day (we were staying three more nights at a different resort) he laughs at me. He chuckles and says I have to review the camera footage and we will go from there. Hours later I finally get told I did drop my bags off but they don’t know what happened. I could get some clothes and they’d let me know as they investigate. Due to being a bigger guy there wasn’t much that fit and no bathing suites. The next day I haven’t heard from them by noon so I call. They told me I would get a call back in 5 or 10 minutes they were just finishing something up. I wait patiently wasting my day away due to not having close toed shoes, also no beach wear and couldn’t do our daily plans due to the ritz losing my luggage. Then 2pm comes around and still nothing I call again and told he is in a meeting and would call back in 5 or 10 minutes. By 3pm I have still not heard back and taxi my way over there with gusto. After waiting for a short bit for this so called manager with zero customer service skills they knew that all my stuff was gone and did the absolute bare minimum to rectify the situation. They comped me a room for two nights but I still had to pay for my other resort for those nights. He had someone meet me at kohls the cheapest place he could think of to get me clothes. I’m not saying I needed my design brand clothes bought but how dispicable. I did make my way over to champs and atleast got a decent pair of shoes! They found out the person they sent my luggage with had flown with my luggage all the way to Newark NJ and we’re trying to figure out how to get it back. I did recieve my luggage back. Although one of my pairs of shoes was significantly damaged. I did have all contents. Lack of communication and customer service made this situation an absolute mess and ruined half of my vacation. It completely ruined an entire day. And they think 2 nights and needed clothes of the cheapest they could find is acceptable.

Unfortunately, our recent stay at The Ritz Carlton Club in St. Thomas was one of the worst we have ever experienced at this property. When we arrived, we encountered an issue with our assigned unit despite having explicitly communicated that we did not want a ground-floor unit a month prior. While we understand that not every request can always be accommodated, the unit we were given was in no way comparable to others we have stayed in here over the past several years, and we all highly recommend avoiding this property if you are assigned the same building (6000), which should be heavily discounted. There is simply no way the experience was the same as other buildings on the property (we know because we have stayed in many of them), and we ultimately left feeling like we had been misled, especially considering that some of us traveled over 14 hours to get there. When I first brought up the concern about the unit at the front desk, I was brushed off and quickly sent away, which was disappointing because I had to call back not even an hour later to see if anything else was possible. We appreciate that management attempted to rectify the situation by relocating us after one of us called in again. However, the move was minimal, only one floor up in the same building, resulting in an equally disappointing experience. While we were told the property was totally full, this was also not true, as we discovered during our nearly week-long stay, which was aggravating. We were placed in Building 6000, which is located closest to the industrial service area, where golf carts continuously congregate and pass by every five minutes. The view left much to be desired (which we would argue is one of the prime features of this property), and the lack of privacy in the master bedroom was particularly frustrating, as it was parallel and at eye level to a public walking path and waste (?) treatment area, forcing us to keep the blinds shut at all times. Additionally, every evening around 5 PM through ~10 PM, golf carts would speed through directly next to our balcony, making it difficult to hold a conversation due to the noise and the unit's low elevation. Overall, this experience did not meet the expectations we have come to associate with The Ritz Carlton Club in St. Thomas, and we left feeling extremely disappointed.

Please disregard the negative reviews. I was here with my wife for a business reward trip and I have to say every aspect of the stay was delightful. Room, terrific. Food, amazing. Staff, super friendly and attentive. Thank you for a truly lovely stay.

**Rating: 1 Star** Our recent five-day stay at this hotel was incredibly disappointing, especially given the Ritz name. We experienced Motel 6 service at Ritz prices. Upon arrival, we had to change rooms due to finding dirty towels left by previous guests and hairballs in the stairwells. The housekeeping and cleanliness service is pitiful, consisting only of making the bed and placing two chocolates—no effort to tidy up any wrappers or displaced towels. Our balcony remained untouched, with cups and wrappers from the previous days still lying around. The telephones were disgustingly dirty, adding to the overall lack of cleanliness. We would rate this hotel at a Radisson level, not the luxury experience we expected. The landscaping was unkempt, and we never heard a vacuum or leaf blower in this supposedly tropical paradise. As seasoned travelers, we know what luxury entails, and this property falls far short. Save your money; this hotel does not live up to its Ritz label.

We had a wonderful stay from Friday to Monday to celebrate my wife's birthday which was on Sunday (same day as the Superbowl). We went with our 13 month old son and had a nice stay. The staff was informed that it was my wife's birthday and we got several free bottles of Prosseco. Shout out to Kimorah for setting up a nice bday champagne, desert and ballons for my wife on her bday. We were upgraded to an ocean view room as well. PS. I am a lifetime platinum Marriott Bonvoy member so I always get free upgrades. Only complaint was that Club Lounge access was not provided. Apparently its an extra $450 per night!