The Ritz-Carlton, Marina del Rey

My boyfriend and I rented a day bed by the pool for my b-day at the Marina Del Rey Ritz Carlton last week. They usually had one staff member by the pool taking orders for food from their kitchen. Which I felt bad for him because he was getting pulled all over by customers wanting to order. We ordered our food and when it finally came, they made us pay first. Once we started eating, the food was not the best but our issue was there was a hair in my burger partially melted with/ into the cheese. I let the waiter know. he apologized and took the food back. We didn’t see him come back after. We couldn’t eat the rest of our food because we were disgusted and more than half was left. My boyfriend started not feeling well not too long after that and then we just decided to leave. We had to cancel my b-day dinner reservations somewhere else that night because he ended up getting sick from the food at Ritz Carlton. We spent over $150 on food we barely even got to eat. I have reached out to Ritz Carlton multiple times to try to rectify the situation with no response back (it’s been a week). I’m usually not the type to make a complaint but I have never experienced this poor service anywhere. Especially when you think of the Ritz Carlton ( a 4 star hotel/ resort).

Our first impression fell short of what I expect from a Ritz-Carlton experience. Upon arrival, the doorman did not open the doors—something that is typically a defining standard of Ritz hospitality and sets the tone above other brands. We had proactively communicated our arrival time, yet our room was not ready for several hours. While luggage storage is understandable, it becomes inconvenient when you’re unable to change or prepare for amenities like the spa or pool. The front desk team was pleasant, but there seemed to be a lack of depth in knowledge around both Ritz-Carlton standards and Marriott Bonvoy recognition. We were not asked about Bonvoy status, which was surprising and disappointing. This stay was particularly meaningful as it was our anniversary and our first time at this property. I had coordinated in advance to make it special, but the in-room touches—balloons and artificial petals—felt underwhelming and lacked the elevated, thoughtful execution I’ve experienced at other Ritz locations. In contrast, another Ritz property we visited immediately after delivered an exceptional experience, going above and beyond in every aspect. That comparison made it clear that this location is missing strong leadership direction. The rooms feel dated, and the overall team presence across the property appeared unstructured and lacking clear standards. There is a strong opportunity here for leadership to step in, take ownership, and elevate the guest experience back to the level synonymous with the Ritz-Carlton brand.

We had a wonderful stay! The morning coffee service was such a treat, and truly made each day special. Jocelyn is absolutely delightful—she started every morning with a sweet attitude and a bright smile that set the tone for the day. Her warmth and hospitality made our experience even more memorable.

Wonderful hotel and exceptional staff, even more so in the club lounge. After a long drive we arrived just as the club lounge was closing its evening service. No problem - arranged plates of food and drinks (brilliant Margarita "Del Rey"). This brilliant service over the few days we had made our stay so much more enjoyable. Thank you. Room was spacious, clean and well appointed as one would expect of a Ritz Carlton. The only downside was the large group of drunken women that took over the outdoor spa on the afternoon we were there. They had brought their own bottles of champagne and snacks. They went out of their way to make it a very uncomfortable experience for others. I know people complained to the staff but nothing was done about it.

Outdated Ritz Carlton We booked this hotel because we were looking for a wonderful weekend! When you pay this much money, you expect the attention to details! The rooms are outdated, the bathtub has cracks, no loaf in the bathroom! The rooms have this old discussing carpet! When u sit at the bar, u see the dust on the glass! Disappointment!