The Ritz-Carlton, Half Moon Bay

Terrible Customer Service! I had a reservation to stay two nights through a group rate. I acknowledge there was a late cancellation fee. However due to lightning hitting the plane I was going to fly out on and subsequent flights being so delayed in NY that I could not make it in time (irrespective of any layover) I had to cancel. As a Bonvoy Gold Elite I left messages asking for relief on the cancellation because it was flight and weather related. Not only did they charge me but they didn’t even have the courtesy to call me back despite 3 voice mail messages. Stay away if you are a a Bonvoy Elite

Great Place, view is just fabulous nice room great service and nice restaurant options. The property is one of the best, peaceful great place to relax. Clean all over and for golf lovers the 18th hole is one of the best in USA for view. Pool is average.. Will go back

I recently had a stay at the Ritz Carlton Half Moon Bay on March 29th, and I regret to say that my experience was not up to the brand’s high standards. During my stay, I encountered a significant service failure. While I appreciate that the hotel staff initially promised to address these concerns and offered partial credits as compensation, it is now May 2nd, and I have yet to receive the full credit that was promised. This experience has been frustrating, especially considering the Ritz Carlton's reputation for high standards of service. I had expected a prompt resolution, and the delays have left me feeling overlooked as a guest. Hopefully it gets resolved sooner rather than later.

Over the years this resort has been a go to for us. Last Monday we checked in and sat at the sea food bar by the lawn. Cody was our bartender and we had the best experience with him. He was so kind and personable which really added more joy to our stay. Also at the front desk Anya & Manny were so warm and welcoming just like any other times.

As Bay Area locals, my husband and I have enjoyed many lovely lunches and dinners at the Ritz Half Moon Bay over the years. We’ve always appreciated the beautiful setting and the sense of luxury the Ritz brand represents. That’s why we chose to bring our son here to celebrate his 23rd birthday in January 2025 — it felt like a meaningful and special place for such an occasion. Unfortunately, this visit was deeply disappointing. It was an extremely windy day, and while we opted to sit outside, I now wish we had asked to be moved indoors. That’s on us. What was most upsetting, however, was the service. The waitress we had was unwelcoming from the start. She asked for a credit card the moment we sat down — something that has never happened to us at any Ritz property or fine dining experience. She was inattentive throughout the lunch, never acknowledged the birthday we had clearly noted when making the reservation, and didn’t contribute anything to make the day feel special. While the food was good, the lack of hospitality and care made the entire experience feel cold and impersonal. I took a photo of our receipt and reached out via Instagram to the Ritz Half Moon Bay’s profile. After receiving no response for over a month, I searched online and sent an email directly. I’ve now followed up twice in the past three months and still haven’t received any acknowledgment — not even a courtesy reply. I could’ve called, but at this point, the silence speaks volumes. What hurts most is that we’ve always been treated so well at other Ritz Carlton locations around the country. This one, our most local and most frequently visited, has been the only one to truly let us down. We haven’t returned since, and sadly, neither have several of our friends who used to frequent the resort on our recommendation. We still believe in the Ritz brand, but the Half Moon Bay location has a long way to go in terms of service recovery and valuing loyal, local guests.