The Ritz-Carlton Bacara, Santa Barbara

Dear Ritz-Carlton Guest Relations Team, I am writing to formally express my deep disappointment regarding my recent stay at The Ritz-Carlton Bacara, Santa Barbara on September 8, 2025 (reservation for 2 adults and 1 child, originally for 2 nights). As a Marriott Bonvoy Lifetime Platinum Elite member with over 35 years of international experience in hotel and resort development, and having stayed frequently in five-star properties such as Mandarin Oriental, Four Seasons, and numerous Ritz-Carlton hotels worldwide, I am saddened to say that this property fell significantly short of the Ritz-Carlton standards I have come to expect. Key Issues Experienced: Guestroom Condition The furniture in our assigned room was old, dark, and outdated—far from the modern luxury expected at a Ritz-Carlton. Corridors and guestroom areas resembled an apartment complex rather than a five-star resort. Dining Experience Of the three restaurants on property, one was closed and the other two were fully occupied by private events. As a paying guest, we were left with no real dining options except the bar. After discussion, we were eventually accommodated on a terrace, where the service was excellent thanks to the efforts of the staff. I cannot understand why the third restaurant was not opened to ensure proper service for non-event guests. Resort Operations & Guest Prioritization It became clear that events were prioritized over regular hotel guests. Even the following evening was already blocked for events, leaving us without a true resort dining experience. Given this, we decided to check out after one night, despite having booked for two nights. Check-Out Process The check-out procedure was extremely inefficient, taking over 45 minutes with only 10 guests in line. Pricing Concern The rate charged was USD 2,365 for 2 nights, excluding breakfast. This is unacceptable given the outdated condition of the rooms, the limited restaurant availability, and the prioritization of events over loyal, full-paying guests. Recognition of Staff I would like to stress that the employees we encountered did their utmost to provide excellent service. However, the shortcomings of the resort cannot be attributed to them. It is evident that the property requires significant investment and renovation, which has not been undertaken since its rebranding as a Ritz-Carlton. Requested Resolution Given the above, I respectfully request: Compensation in Bonvoy points or a complimentary stay at another Ritz-Carlton property, to restore my confidence in the brand. Until the necessary renovations and operational adjustments are made, charging such premium rates while sidelining regular guests in favor of events is, in my view, not in keeping with the Ritz-Carlton legacy of excellence. I look forward to your prompt response and a fair resolution. Sincerely, Marc JL Goossens Marriott Bonvoy Lifetime Platinum Elite

We had an absolutely wonderful weekend at Bacara. My son wanted to ask his girlfriend to marry him at the property. He graduated from University of California at Santa Barbara and had many good memories of the hotel. My son chose the Bluffs at the hotel to propose. It was a complete surprise to his fiancée. Everyone at the hotel helped us pull off the magical moment - from an upgraded room, to champagne to personal touches. We could not have asked for more. A special shout out to Alana who helped us curate the perfect proposal timing and setting. We all stayed at the hotel and then had a fabulous brunch the next morning. We have been to Bacara numerous times over the years but the last time was in 2018 . The renovations are fabulous. We will be back!

Hands down, this is one of the best resorts along the California coast. The property is stunning and the staff is spectacular. Alana Ochoa at the front desk made our trip truly memorable.

The Ritz Carlton in Santa Barbara is disappointing on all levels. The food is mediocre (with the exception of Marisella). The service is average at best and nowhere near what I expect from luxury hotel. The shower smelled musty and the rooms on the first floor are dark and uninviting. It is hard to imagine choosing this resort over many competitors that provide a better experience.

What an overall disappointment. Either the phone system is out, or not enough staff to answer the phone. We tried many times, the valet for the car, operator for housekeeping, and concierge. Our room had not received house keeping by 4:40pm on Friday afternoon and we could not reach anyone to request housekeeping. The same to have the valet being the car up. The grounds are unkept. There was dog poop on the walkway to our building that was not cleaned up for two days. Our neighbors room service breakfast treys from Friday morning are still outside in the hallway between our door and theirs. We learned if you want breakfast on the patio you must make a reservation!!! This is a dog friendly property and we love dogs! However, dog owners should abide by the rules; no dogs in the pool area and pick up the poop. The hotel should have staff to remind guest of the rules when broken and pick up the poop. On the positive side, the valet was aware the phones were not being answered to bring up the car. He asked if we knew what time we needed the car and he said he personally would bring it up and have it for us. We gave him a tip for offering a solution. The manager at the Lulio restaurant was very nice and explained the reason they have reservations at breakfast to eliminate the long lines. The checkin staff, valets, and restaurant servers were all very well trained, welcoming and friendly.