The Ritz-Carlton, Naples

So the Ritz Carlton in Egypt was my worse hotel experience ever, so how can the same brand, Ritz Carlton Naples, be my best hotel experience ever? Well it was. I wont repeat the brochure, but what you cant tell from it is the warmth of the staff, the freshness of the rooms or the stunning beach experience, notably made perfect by Kimberly and Watson. I will miss everything about it.

The Good: Beautiful property and very clean. The beach and pool areas are well maintained and not overcrowded. The ability to hop resorts to the Tiburón to use the water park is a great feature. Food was delicious at all the restaurants. Service was all around amazing from the front desk to housekeeping to restaurant staff. The not so good… We were met with great difficulty getting to the property due to flight issues. I called the hotel at 11 pm the night we were supposed to arrive and made them aware of the situation. When our final flight got cancelled I called again to let them know we would hopefully arrive the next day. The staff member told me we had been “no showed” and no longer had a room. Our reservation was paid in full at the time of booking and I had contacted the hotel to make them aware of our struggles. It was a stressful moment in an already very difficult day. She told me it would be up to hotel management to determine what happened. However she did call back later (4 am) to let me know that we were reinstated and checked in. But then on our bill was a $1400 no show fee at checkout. It did get removed after asking but I don’t feel this experience in general reflects the standards of Ritz Carlton service. Also, there was a large conference going on during our stay and many common areas were congested. Overall, however, I would recommend the property and would stay again.

I am really surprised that such a prestigious brand has such absolutely terrible customer service, tacky customer base and overcrowded spaces. March is definitely their peak season - so you pay inflated room rates for sub-par service. This hotel is not equipped for providing quality customer service for their peak season. - the beach was FULL of men blasting music, smoking cigars. Not family friendly. - the hotel was taken over by a cheesy conference so only half of the facilities and beach space were available - the customer service lacked the professionalism to accommodate any sort of requests - there as trash, orange/lemon rinds, and lunch bags all over the beach - you need to get to the beach just to get a seat in the 2nd or 3rd row - the restaurants are overcrowded and can’t accommodate seating. This hotel is a such a disappointment. At the very least, they need to step up their customer service.

Exceptional service great property

It is truly a beautiful resort & everyone that works here is so kind & goes above & beyond; from the front desk to the valet to the beach & pool service. The lobby is gorgeous & the food is great with so many restaurant options. I had spoke with a manager prior to our arrival & he could not have been any nicer & we appreciated him so much! The pools are beautiful too. We had a great stay & the rooms are so nice, new & in perfect shape! We loved our stay & look forward to our next visit.