The Ritz-Carlton New York, NoMad

My partner and I chose The Ritz-Carlton NoMad to celebrate our 3rd wedding anniversary, expecting an experience defined by the exceptional hospitality and thoughtful service for which the Ritz-Carlton brand is known worldwide. As a Marriott Bonvoy Ambassador Elite member, I have come to expect—and routinely receive—service that is both attentive and personalized. Unfortunately, that standard was not met here. While the hotel itself is physically beautiful—sleek, modern, and impeccably clean—we left genuinely disappointed at the inconsistent, uncoordinated, and at times dismissive service we encountered throughout our stay. The Positives • The design and décor are stunning. Every space feels chic and contemporary. • The lobby bar has a fantastic, vibrant ambiance. • Cocktails were a true highlight—especially the lychee martini, easily among the best we’ve ever had. • The bartenders and servers at the bar were warm, professional, and attentive, offering a level of service that actually matched the Ritz-Carlton brand. These positives, however, were consistently overshadowed by the service failures we experienced everywhere else in the hotel. The Disappointments • Front desk experience: Our check-in felt awkward and cold—utterly lacking the gracious welcome that I’ve consistently received at other Ritz-Carlton properties around the world. Despite noting in advance that this was our wedding anniversary, there was no recognition or personal touch that acknowledged the occasion. • Temperature issues: The entire property was uncomfortably warm. The AC in our suite was ineffective, and public areas were similarly hot and stuffy. Sleep was difficult. A fan was promised and never delivered. A follow-up the next day was met with a flat, unhelpful “no.” For a luxury hotel, this level of dismissiveness is unacceptable. • Amenity mismanagement: As an Ambassador Elite member, I’m used to having pre-arrival preferences and special requests handled with care. I specifically coordinated in advance to have strawberries sent to our room for our anniversary. Despite at least five calls and messages following up, this request was ignored all day. When something finally did arrive, it was not what I asked for, with no explanation or apology—just “whatever they had” on hand. It felt like they forgot or didn’t care to follow through. • Housekeeping response times: Even simple requests like additional towels or an iron/steamer (which, surprisingly, are not provided in-room at this property) took far too long to fulfill. This introduced frustrating delays into what should have been a relaxed, celebratory stay. • AC and amenity complaints echoed by other guests: While sitting in the bar and lobby, I overheard multiple other guests complaining about the heat throughout the hotel. One guest at the bar also mentioned getting the wrong amenity delivered. This suggests our issues were not isolated, but indicative of broader service gaps. Overall Impression We were grateful for the room upgrade and genuinely impressed with the modern décor and bar service. But those bright spots couldn’t redeem what was overall a deeply disappointing stay. As an Ambassador Elite member, I’ve come to expect a consistent standard of service across Ritz-Carlton properties globally—one that is polished, responsive, and genuinely caring. Instead, what we experienced felt much closer to the level of service you’d expect at a mid-tier brand, not Marriott’s flagship luxury offering. The attitude throughout was nonchalant and dismissive, leaving us feeling like we were inconveniencing staff simply by asking for the service and amenities we were promised. Bottom line: This was meant to be a special anniversary memory, but instead it left us certain we won’t be returning. I sincerely hope management will take this seriously—not only for us, but because it was clear other guests were voicing similar complaints in real time. A beautiful hotel alone is not enough if the service consistently fails to deliver the experience the Ritz-Carlton name—and loyal guests—deserve.

Hotel with a wonderful rooftop bar. Amazing view. Modern rooms. Beautiful restaurants with tasty food. Very close to metro station. Well connected. Personnel nice and gave us a late check-out without any problems. Rooftop bar better to reserve in advance

Beautiful, new hotel in a great location with expertly designed rooms that all have a great view. Stayed here for a week back in May and absolutely loved it. I’m usually staying at the Ritz Carlton Central Park, but the NoMad Ritz Carlton is much newer and much nicer. Can highly recommend for a business or leisure trip to NYC.

Our stay at the Ritz-Carlton NoMad had its moments, but overall it was a mixed experience that didn’t quite live up to expectations for a hotel of this caliber. We arrived to a rather cold and unwelcoming reception with no introduction to the property, no explanation of booking benefits, and an overall lack of warmth that made us feel more like we were chasing after perks rather than being offered them. A major hiccup occurred when we tried to pay to upgrade our room. The process was confusing and frustrating, which unfortunately soured our first night. Thankfully, the team on the following day stepped up. They were much more gracious and proactive, and helped turn things around. A special shoutout to Joy at the concierge desk, who was the true highlight of our stay. Her warmth, thoughtful recommendations, and attention to detail really made a difference and left us with a much more positive impression by the end of the trip. All in all, while the hotel has potential and some standout staff, the inconsistency in service left us feeling underwhelmed.

Just spent the weekend at the Ritz-Carlton NoMad and wow, what an experience. They treated my partner and I like royalty from the moment we arrived. As a Titanium Elite member, I really appreciated how well they recognized it, definitely felt the love! We booked a standard room but used a Nightly Upgrade Award and got bumped to the Madison Suite, it was HUGE (especially for NYC). Easily big enough for a family, super comfortable, and beautifully designed. Also… the rooftop bar? Next level. Incredible views, great vibes, and amazing cocktails. Definitely a highlight of the trip. Top notch service, beautiful space, and a great location. Can’t wait to come back. #RitzCarltonNoMad #MarriottBonvoy #TitaniumElite #NYCStaycation