The Ritz-Carlton, Naples

I chose The Ritz-Carlton to celebrate a special birthday weekend, and unfortunately the service recovery fell well below the standard I expected. Before our arrival, I prepaid for a birthday amenity to make the celebration special. When we checked into our room, the amenity was missing. I immediately brought it to the concierge’s attention and was assured it would be taken care of. After waiting over an hour and returning to the hotel, it still had not been been delivered. When it finally arrived, the surprise was unfortunately spoiled because the birthday was announced before we even entered the room. During this process, the concierge asked whether I had booked an “Explorer Rate.” I did not understand the relevance of that question to a prepaid birthday amenity that had not been delivered, and it left me feeling uncomfortable during an already disappointing experience. I then met with Tim, who sincerely apologized and assured me that the amenity charge would be removed from my bill and that dinner for our family that evening would be taken care of. I appreciated his apology and left believing the matter had been resolved. Unfortunately, neither commitment was honored. When I later spoke with another manager, I was told there were no notes documenting my previous conversation. Rather than taking ownership of the situation and following through on what had already been promised, I was asked if I would like a bottle of wine. At that point, it felt as though I was being asked to determine my own compensation instead of the hotel taking ownership of the service recovery. I was also initially charged again for the kids club despite having prepaid. That billing error was eventually corrected, and I appreciate that it was resolved. However, the larger issue was the lack of communication and follow-through surrounding the birthday celebration and the commitments that had been made by management. My husband works in the hospitality industry, and I spent many years in it as well, so I understand that mistakes happen. No hotel is perfect. What defines a luxury property is how it responds when something goes wrong. Unfortunately, the lack of communication, consistency, accountability, and follow-through from management fell well below the Ritz-Carlton standard I expected. The property itself is beautiful, and many of the ladies at the front desk were warm, welcoming, and professional. It is disappointing that such a wonderful property was overshadowed by a service recovery that never truly happened. Because of this experience, I will not be returning to The Ritz-Carlton, nor would I recommend it for guests celebrating a special occasion.

This is a beautiful hotel and the staff is very corteous, and very helpful. Rooms are very clean. My shower tub was clogged, I reported it and it was quicky and effectively fixed. The negatives were that I was awaken both mornings at 7:30 am by some noise (sounded like fixing something, hammering and moving furniture) above my room. Also, the towel/umbrella service at the beach could be much better (interest, proactiveness, and timeliness). We had to ask 3 times for an umbrella (3 different people) and other guests were complaing too. A maybe minor although worth mentioning detail is that my wife asked for a stronger bloody mary (more alcohol, of course) at the Sofra pool side restaurant and she was served a double shot, not nicely prepared, drink and we were charged $40 dollars. We know the hotel is pricey, which is fine, but a poorly presented $40 dollars semi bloody mary is outrageous, especially without telling us.

I proposed to my now-fiancée on the beach in front of the hotel, and Alex was so helpful! He took a video and multiple pictures, and even printed out and framed two of the photos he took for us — all for free! We weren’t even staying at the hotel at the time. They truly care about helping people and ensuring they have a good experience here. I am a local, but I will absolutely be staying at this Ritz in the future and I will wholeheartedly recommend it to my family when they visit.

This hotel was fantastic! Right on the beach, amazing service, high quality room. Absolutely zero complaints with our stay. One of the highlights was taking advantage of the photography concierge. Our photographer, Leo, took incredible photos that we’ll cherish forever. They came out better than we could’ve ever expected. 10/10 recommend!

We came for a 2-night stay in early July after hearing amazing things about this resort after their significant renovations after hurricane Ian, and we could not have been more pleased with our stay. Valet was super-friendly and welcoming from the moment we arrived, Angie at the front desk greeted us with a smile and even had our room ready early for us, the bartenders were all excellent our entire stay, specifically Manny, Zoe, and Hannah. The rooms were beautiful, spacious and clean with a gorgeous view, the property and pools are amazing, and the sunsets here are absolutely stunning. Can’t wait to return! Thanks for everything. - Jose and Maria