The Ritz-Carlton, Osaka

Everything starting from check in until check out was excellent. We have stayed at many Ritz Carlton’s over the years, usually with great service but this was the best. Immediately greeted at arrival by the bell team, bags loaded as we were escorted to check in. Give a tour and information on the hotel and luggage we had sent ahead was already in room, as well as room set up with ritz kids tents and play packages. Anytime we needed anything there was someone ready to help, and do so exceptionally. Breakfast buffet was well stocked and serviced. On check out our language was sent ahead and a larger taxi was pre arranged and waiting for us. Made it very easy just to enjoy the trip and worry about nothing else.

The hard product is spot on, nice spacious room, comfortable bed, nice gym/spa area, and overall good amenities. The breakfast is very good, I recommend you try it at least one time. The service is where they shined. With such a big hotel, I didn’t expect such a level of personal touch. I had a chair waiting in the shower as I requested ( surprisingly rare to get this accommodation). Concierge is where they truly shine. They remembered us and our preferences. They customized their recommendations based on what they learned about us, and managed our reservations based on specific tastes. Sara in particular was amazing. They are lucky to have such a talented and dedicated employee. She speaks 5 languages fluently, and made us feel very comfortable in every way.

Great location and Sara the concierge was INCREDIBLE!!! She took care of everything we asked and was a complete joy

If you are used to Ritz Carlton hospitality, DON’T stay here!!!! Disappointment is an appropriate word. We have stayed consistently in RC through Europe, North America, the Middle East and North Africa and was looking forward to our first in Asia. We stay loyal to RC and Marriott top hotels because Marriott rewards loyalty with service and perks. In all those stays over 30 years, RC was as one would expect so didn’t even bother reviewing. This RC in Osaka was such an outlier that I had to take the time to write this. The room and housekeeping was as expected - at time exceeding expectations. The reception was nice at the beginning but then it all changed. They not only refused to honor all the benefits of the program but went so far as to lie to our face as to availability! when we showed that on their internet site the upgrade was available they tried to make up some excuse that they were overbooked like an airplane! Like if I booked a room on their site, went to check in they would say sorry, we are overbooked so bye-bye. REALLY?!? And the best, it was 2:30pm and she said check it is at 3pm so I would have to wait thirty minutes before they would give me the room! I don’t really blame the reception staff but rather the Manager because the receptionist said all these ridiculous things after speaking with him or her. The Manager sets the tone for the hotel and this one was awful. Our whole stay ended up leaving a bad taste to it and we looked forward to checking out. We are to Kyoto next and have cancelled our RC nights and rebooked at Four Seasons. The hospitality and friendliness is a welcome change as to our our stay in RC.

Our stay at The Ritz-Carlton Osaka was outstanding. The hotel is elegant, beautifully maintained, and operated with an impressive level of attention to detail. But what truly made our stay memorable was the warmth and professionalism of the team. I would especially like to recognize Sara Shimoura from the concierge team, who demonstrated what great hospitality really means. We had forgotten to confirm a tour reservation, and Sara immediately took ownership of the situation. Within just a couple of hours she organized the tour and helped us secure additional reservations so that our plans in Osaka worked perfectly. Her professionalism, kindness, and willingness to go above and beyond made a real difference in our stay. It’s exactly the kind of thoughtful service that turns a great hotel into a memorable experience. Experiences like this remind you that great hospitality is not only about beautiful hotels, but about people who genuinely care about their guests. The spirit of hospitality we experienced here truly reflects the meaning of Japanese omotenashi. Thank you again to Sara and the entire team at The Ritz-Carlton Osaka. We look forward to returning.