The Ritz-Carlton Dallas, Las Colinas

The last time I stayed at the property it was a Four Seasons. They did nice job renovating and rebranding. The staff was exceptionally hospitable. My golf bag didn’t make my flight and had to be delivered. Knowing that I had a tee time, Noe and the rest of the valet staff went out of their way to look out for the delivery and to let me know as soon as it arrived. The rest of the staff was equally professional. The only minor issue I had was the cleaning staff forgot to refill my coffee one of the nights.

We have been coming here since it was the 4 seasons. What happened to couple time at the pool? There is a family pool that is at big as the adult pool yet all the kids are at our pool? Big mistake. We always come here for a couples trip. Alex at the pool was a bright spot trying to elevate our experience.

We spent a weekend at the Ritz Carlton Las Colinas property which marked our 10th stay at a Ritz Carlton property around the world to celebrate a milestone birthday. We came to be pampered and left very disappointed - we’d really like to have our time and money back! We paid extra for Club Lounge access ($100 per person per day) to simplify our stay and have the majority of our meals/snacks/drinks there. (Club is located on the 2nd floor – the 9th floor is the top floor). When we entered the Lounge the first day, it was grossly understaffed. There was no one at the front desk to greet us and we noticed there was only one attendant working. Most Club Lounges we’ve frequented have 3-4 people at all times (One person to attend the front desk; one person to replenish food; one person to provide drinks and another to clear the tables.) A Club Lounge is NOT a one-person operation, especially a Ritz Carlton Club Lounge. There were times during our stay when there were two attendants, but again, it is grossly understaffed. With that, we walked on eggshells the entire time, feeling bad asking for anything, even a glass of ice as one person was doing the work of what four people should do! We were never asked “Can I bring you anything?” or “How are you today?” or “Can I assist you with anything today?”. This made for a tense experience and unpleasant atmosphere which greatly impacted our stay. This was not the typical Ritz Carlton vibe and treatment that we are used to. We felt invisible. During our stay, we found the Club Lounge Manager, Kim, to be curt, rigid and fake-nice at best. She was overwhelmed and deprioritized guests’ individual requests. She was quick to tell us what she could NOT do which is the opposite of the Ritz Carlton “CAN DO” motto. For example, my husband asked her for a second glass of champagne when his first glass had a sip or two remaining and she refused to refill until the entire glass was empty. Then she took at least 15-20 minutes to bring another. And on the night of our celebration, my husband asked for a double cocktail to sip on the for night and she told him, no, that only a single could be provided. This might be expected at an airport lounge, but not up to Ritz Carlton standards. After another long wait, the single was delivered to the wrong guest as she was the lone attendant for the evening doing the work for four people! We observed during our stay that she seemed not to care for the presence of children either. During another meal in the Club Lounge, we uncomfortably overheard her loudly and aggressively scolding a subordinate for a slight imperfection of food placement and presentation – this was uncomfortable to watch and hear….within earshot of guests, not in private! We’ve never experienced this type of treatment at a Ritz property ever before, which really put a damper on our stay overall. We’ve had better Club Lounge experiences at JW Marriott properties. We won’t return to this property and will not recommend to friends and family. Other annoyances: The rooms have plantation shutters (no curtains) and bright sunlight hits the room very early. Bring an eyemask! Also, the pool complex is over-run on weekends with an influx of ResortPass one-day guests. It was overcrowded and unclean by mid-afternoon! Ice Machines located only on Floors 2, 4, 6 and 8.

We have been visiting this property for years, but this time just felt different. The attention to detail from the check in to checkout was pristine. We also, enjoyed the service in the club with Kim, Susan and Stephen. We also appreciated the attention to detail and interactions with Beverly at check in. We will be back!

Phenomenal place and staff with excellent accommodations for the weekend. Special thanks and awesome job to Murad at the front desk. All of our guests and entire family were so impressed with you. WE all had a great weekend and appreciate / recommend this for a stay-cation