The Ritz-Carlton Naples, Tiburon

My family and I visited twice Sasha was our housekeeper but she it seems she is no longer there when I asked for her it seems like the person did not speak English. Sasha is from Jamaica my kids loves her. She also take stuff toys for the kids she is such a sweet person her attention to detail is top notch ,everything in the room was in place and remember we have kids ,she gave us extra water ,extra towel and the chocolate for my daughter even though she did not work in the night. she goes above and beyond for my family and she really works hard. I was disappointed being that she was not there and the housekeeper did not do as much as she would do. Everything else was amazing my kids love the water park I hope she will be back because if not unfortunately I will not be going back there with my family.

We booked The Ritz-Carlton Naples, Tiburón through the Marriott Bonvoy app using the Military/Government rate. **My husband provided his military credentials during the booking process, the rate was accepted, and our reservation was CONFIRMED.** A coworker had also stayed at this exact property using the military rate just a month earlier and was actually the person who recommended the resort to us. The Ritz even emailed us before our stay about construction at the property. Yet somehow, despite having our confirmed reservation and communicating with us before arrival, **nobody bothered to tell us there was supposedly a problem with our rate until our family had traveled to Naples and was standing at the front desk.** We were then told they would not honor the confirmed rate because my husband was not traveling on official military business. We pleaded with them and spoke with management. We even contacted their sister Ritz-Carlton beachfront property and were told that if the reservation had been accepted and confirmed at that rate, it should be honored. **Tiburón still refused.** Their solution? Pay the regular rate with a 20% discount—approximately **$1,000 for two nights**. What was perhaps most shocking was the attitude. There was virtually no empathy, accommodation, or sincere apology. The response was dismissive and condescending, as though we should simply feel fortunate to be there. To add insult to injury, we were placed in a room **overlooking construction debris with extremely loud construction noise early in the morning**, which we have on video. My husband is **deploying soon**, and this was supposed to be one of our last family getaways together before he leaves. We weren’t asking for special treatment because of that. We were asking Ritz-Carlton to honor a reservation that **Marriott’s own system offered, accepted, and confirmed after his military credentials were provided.** Instead, we had to **cut our family trip short.** If this property will not honor this military rate unless a service member is traveling on official orders, Marriott’s system should not accept and confirm the reservation in the first place—or at the absolute minimum, the hotel should contact the guest **before the family travels to the resort.** For a brand built on exceptional hospitality, this was anything but. The ability to make this right existed. The willingness did not. After the way this was handled, I cannot recommend The Ritz-Carlton Naples, Tiburón especially to military families

It’s a lovely location, with lots of dining and pool options. The beach is great as well.

We stayed at the weekend in beginning of June and had a great time. We are a family of 4 with two young kids. The water park area was great with service to match. There is a temporary lobby area during the renovations which did not have any impact on our stay. I guess there dining options are more limited now but we were outside at the pool the whole time. I also want to commend the night manager Costel for helping my family when my son woke up crying from an ear infection. As the hotel did not have any children’s medicine on site, he went to the store at 1am to purchase. Totally above and beyond customer service!

If you are planning a trip to the Ritz, take pause. Without a doubt, the most disappointing travel experience of my life. We booked at the Ritz several months ago for a family trip over Memorial Weekend. A few weeks before our arrival, we received a message that the property was undergoing renovations and some areas might be closed off. NOTHING WAS SAID ABOUT JACKHAMMERS AT 8:30 AM ON A SATURDAY! (The capital letters are for Diogo because he selectively reads)We saw the water slides would be open, so we figured, how bad could it be. Ha! We arrived after 7 last night, so there was no construction going on at the time. The reception told us our balconies were locked (what?). All but 1 of the restaurants were closed. The lobby was closed and we entered through plastic tarps. Not a great first impression, but decided to power through. 8 am (on Saturday, Memorial weekend) the jackhammering began. And has not stopped (its almost 3). You can hear it all throughout the resort. Breakfast is in a ballroom. Its more like a company meeting than a luxury hotel. The whole experience has been so disappointed. Its surprising that the Ritz would rather stay open during these conditions and give guests a subpar experience (while still paying $1,000 a night) than shut down and reopen fully ready. I feel terrible for the employees, who are truly doing the best they can in these awful conditions. The management really dropped the ball on this and definitely damaged their own brands reputation. We decided to end our vacation after 1 day and go home, where at least we don't have to listen to jackhammers all day.