The Ritz-Carlton, Okinawa

We thought to save the best for last and to spend our last 2 nights celebrating our 10th wedding anniversary in Okinawa. Horrifying experiences. We kept thinking to ourselves that could not be real - no, it was. Let me summarize why Ritz-Carlton Okinawa only gets 1-star, I would give minus 5 stars if I could. X Rude reception valet parking employee - questioned why we were there X Unsanitary room - Blood stains around the toilet floor. Body hair found everywhere in the bathroom X A card written to another guest name, not to us X "Downgraded" to a ground floor room with no view, just facing the wall, with people looking down on the jacuzzi X No consideration of our previous request for early dinner time. An employee in touch with us offered us a restaurant reservation for 9pm at 3pm, how inconsiderate is that? X Asked for bath salt multiple times, still no bath salts. They were not listening at all. X Managers basically did not offer anything (credits, refund, etc) in their good will, and made their team members signed a bunch of apology business cards, waste of their time, still failed to make up for the mistakes at the end. Only empty apologies. X Asked for a refund from Marriott, hotel still came back with empty apology. We are not the demanding kind of customers (please see my other nice hotel reviews), my very first 1 star hotel review. You did it RC Oki. quite surprised we were not offered anything at all, no credits no refund. We were too tired at the time to complain because one crazy thing happened so fast after another, it sounded too impossible and crazy for so much to happen in a 2 night stay. We deserve a refund for our time staying there and the time taken away from us while all of these happened. Then still remember it 3 months after... We are writing this so we can let go of this part of memory of our life. If you are interested in more details please see below: - Upon arrival, the welcoming front door staff member, did not properly greet us or offer any expected warm welcome. She in place held up her arm to signal our car to wait. After a short wait the staff member approached, she questioned why we were here, further asking if we knew it was the Ritz-Carlton. We advised we are here for early check in. She asked if we were looking for someone. Woww.. 1st time ever we heard this from service staff from hotels at any levels. Surprisingly disappointing, especially in Japan, where hospitality and attention to detail are typically foremost. Essentially this raised feelings of being denied service, which to us would be an offense of worst levels. In response we simply proceeded to the main counter, addressed our concerns. We were offered an apology, confirmed reservation and proceeded to check-in. - At check-in, no explanation was given to us about hotel amenities, activities or available facilities. (Later I found out they hold yoga sessions with a nice view on the terrace in the morning. I brought a yoga mat to do yoga in the room anyway but still!!) The first room (ocean-view) had several issues: - Visible blood stains spots on the toilet floor and body hair in throughout the entire room floors, indicating poor cleaning and maintenance. (It is totally unsanitary and Hygiene total failure!) - A note addressed to another guest was left on the table — raising concerns about whether the room was properly prepared. (Facility was made aware of our 10 yr celebration on upon reservation and arrival...) - To address Hygiene concerns, the manager moved us to a new room. (We were nearly ready to check out at this point). We made most of the new room. It was late and we were tired, entire day already passed. We realized the new room did not have any view at all, in place was an outdoor jacuzzi with neighbors above looking in. No privacy at all. We much preferred the indoor soaking tub with view room we originally booked and it was taken away. We were actually clear that view were important to us, again no one was listening or paying much us much attention. (Failures on top of failures...) Verbal apology was offered and surprisingly they did not initiate or suggest to offer any compensation or credit or in form of services for the inconvenience and mistakes, or simply to make while we wait to move on from this location. Compared to Ritz Carlton Fukuoka we were once simply delayed on check-in time, the manager immediately offered us drinks tickets on the top floor bar plus a meal! Our stay at Ritz Carlton Kyoto, they just did everything so perfectly without asking, plus they already offered us so many local goodies and souvenirs that came with the room its self upon arrival (even during normal stay, not even celebrating of anniversary). The team in Ritz-Carlton Okinawa could not even come up with simple thing of this nature? We were again left with uncomfortable raised feelings with anticipation of when if would just be over already. It wasn't until the last night stay in the 2nd "no-view" room that the staff finally placed a note and some heart shaped towels. Again, this is the first hotel in this region that didn't even give us a tiny piece of cake or dessert, even cheap on giving us a peice of fruit for our anniversary? Are they on tight budget? or even ask what we liked... The lack of attention and of care was especially disappointing for a property of this level. Despite repeated multiple issues, the hotel made no effort to make up for the experience: We tried the afternoon tea. The pastries were delicious. The service was a drag. Asking staff to refill my tea was an effort. They would only refill per cup not pot, which was a very strange service, and incredibly slow. Made for awkward tea experience that felt out of place. One place we enjoyed our time was at the restaurant for breakfast and dinner at Gusaku. All the staff there were provided excellent service and experience. This point gets 1 star for RC Okinawa. The next day at 3pm, the staff who was assigned us to provide individual service reached out offering a 9pm reservation. We has already made very clear a strong preference of an early reservations and that we avoid eating late. taff already now aware of the failed experience we were being faced with. Failed again adding insult to injury. We had initially intended to try the Italian restaurant, however, not even a reasonably timed reservations was possible. At the end, a bunch of signed business cards were placed on the bed in a heart shape and a pair of chopsticks were given. I am just thinking it was a nice gesture but they could have just made up and offered us something nice as simple as a dinner during our stay instead of making it a hassle for all their staff to sign the cards... only leading to us having to carry on this most displeasing memory. Overall impressions: The hotel ground was nice, nice restaurants. Front desk staff seemed a bit uptight. They all look very nervous. It immediately reflected the leadership team style. Leading to strange behavior and lacking hospitality. Total lack of details, professionalism, and sincerity that would expect and most often enjoy both in Japanese hospitality and standard international hotel service. In conclusion what should have been a special and memorable finally to a long awaited 10 yr anniversary stay turned into a frustrating and disappointing experience. We will always come back to Okinawa to celebrate because we got married here 10 years ago. Surely we would stay clear of this hotel in the future.

It’s difficult to put into words just how magical of an experience we had at Ritz Carlton Okinawa. It was our first stop on our honeymoon through Japan and it smashed all expectations. From the very get go we were welcomed with open arms by the staff, to the point we felt we were with family at home. Every detail of the hotel and our experience was impeccable. The views, the comfort of our room, the kind and compassionate hospitality provided by staff and management is unlike anything we’ve experienced. They sprinkled treats and trinkets throughout our stay to congratulate us on our marriage. Even on our way out, everyone who worked with us throughout the week came to say goodbye and provided very thoughtful gifts, goodies, and hand written cards that hit us right in the feels. A few highlights, the buffet breakfast is out of this world. Kise is an incredible restaurant experience, with so much attention to detail and quality of food, almost personalized experience. The club lounge is an absolute must add-on. The perks, meals, and extra concierge attention pays back your experience tenfold. The views are picture perfect. The amenities, gym, pool areas, and spa are other worldly. If you are looking for paradise in every sense of the word, Ritz Okinawa is it. Special thanks to Sushant for his kind and thoughtful nature, setting the stage from our welcome to seeing us off. Anda and Naoki also raised the bar throughout the week answering questions and ensuring we had what we needed around every corner. And to Hitomi who helped set us up for our day off the grounds and answered many questions throughout. Protect these staff at all costs. They are what set the bar so high and made our stay extra special. Can’t thank them and the broader team enough! It took 34 years to discover this place, and it will be much sooner before we return.

• Stunning Views and Serene Setting: The hotel is built on a hill overlooking Nago Bay and is surrounded by the Kise Country Club golf course and lush gardens. The design emphasizes tranquility, with open-air hallways, water elements, and a calm atmosphere. • Dining: The food is highly rated, particularly the Kise Teppanyaki restaurant for its superb Okinawan Wagyu beef, and the luxury breakfast buffet featuring local delicacies. • The Spa: The dedicated spa building is described as a peaceful sanctuary, offering treatments using indigenous Okinawan ingredients. • Complimentary Shuttle Service: While not directly on the beach, the hotel offers a complimentary driver service to nearby attractions, beaches (including the hotel's own area at Kise Beach), and local restaurants. most highly recommended for couples, golf enthusiasts, and anyone seeking a secluded, quiet, and service-focused retreat in Northern Okinawa.

A superb and relaxing weekend. Had the "Club Experience" and was wowed by the attentiveness of all of the staff. The chef made a special effort to accommodate allergies and food sensitivities. The highlight of the visit was the superb Okinawan teppanyaki chef at the Kise restaurant. The chef far exceeded my wildest expectations with the melt-in-your-mouth Okinawan Kuroge Wagyu Beef. The reputation that KISE has for the best black Okinawan Wagyu Beef is well deserved. The long drive from the airport is worth this once-in-a-lifetime experience.

The Ritz-Carlton Okinawa is a prime example of true luxury and world-class service. From the minute that we entered the hotel, we were met with warmth, kindness, and supreme hospitality. The check-in process was a breeze and we were both provided lovely welcome drinks to kick off our 5 year anniversary. Having just travelled from the airport, it was nice to be taken care of so well immediately. Overall, the property is impeccably maintained and luxurious. The hotel grounds are tastefully appointed, clean, and whisper (not scream) luxury with ornate and timeless art and décor. However, the staff members are the true gems of The Ritz-Carlton Okinawa. Everyone that we spoke to (in particular, Maya from Gusuku during breakfast who went above and beyond to provide us exceptional service and Wes - I hope I translated correctly - from Housekeeping) truly embodied The Ritz-Carlton pinnacle of service. I would also love to spotlight the kind lady who was maintaining the lobby floor and cleaning the windows, she was absolutely a gem to say hello to, although I did not get her name. ROOM: We were located on the 4th Floor and had a beautiful view of the grounds and Okinawa; the room was immaculate, had every single item imaginable that we could need during our stay, and most importantly - comfortable! We had already been in Japan for about 2 weeks as this point, but my most relaxing sleep was during our stay at The Ritz-Carlton Okinawa! AMENITIES: I spent my time at the pool during our stay at The Ritz-Carlton Okinawa. It felt like an oasis in the midst of a heatwave, and after braving a few rainy days, I truly loved being in the sun. Additionally, the grounds leading up to the spa and gym are a wonderful adventure. Although the gym equipment could be modernized a bit, it still proved useful during our stay. We also took advantage of the complimentary yoga classes offered by the hotel and loved them both! The instructors were pleasant, patient, and truly wonderful. Overall, the highlight of our 3 weeks in Japan had to be The Ritz-Carlton Okinawa. However, if I may, I would like to politely provide some feedback regarding potential guidelines for other guests - our first night at The Ritz-Carlton Okinawa was soured a bit due to some loud guests who were yelling and using their phones on speakerphone. This was the only time that the magic of The Ritz-Carlton Okinawa was a bit shattered, but the rest of our stay proved to be absolutely magnificent.