4/10 Poor
kent
Travelled with family
20 Aug 2024
Liked: Cleanliness, property conditions & facilities, room comfort
Disliked: Staff & service
Stay away as this is not the usual Ritz expected
One of the worst ritz experience. Does not deserve the 5* and is totally below par as compared to Ritz in other countries. Hotel is short handed and there’s no communication between different department.
Check in process : extremely slow with only 1 person working at 4pm. System was down apparently and the front desk have to attempt a couple of times for our payment.
Parking: No free parking provided even for stay in guest. We paid for valet at 70aud per day. We arrived in our rented Mitsubishi car, another guest who arrived with a luxury car honked us while we tried to get our car parked by the valet. I was upset instead of attending to us, the valet request us to move our car for the other patron. I refused and informed the valet we are a full paying guest as well and he shouldn’t act in that manner.
Collection of cars : On first night, apparently there is a function, we waited almost 30 mins to get our car.
Poor Customer service :
1) Prior to arrival i emailed the hotel that’s it’s my anniversary and would like to have something arranged for my wife. Everything is confirmed but upon arrival nothing is prepared. Front desk said they have not receive the instruction and will prepare it now. We went out for dinner and back to the room after 2 hours and Volaaa nothing is prepared still until we called and ask again. Surprise is not much of a surprise anymore by now.
kent
Stayed 1 night in Aug 2024