The Ritz-Carlton, Philadelphia

I was a dedicated employee of The Ritz-Carlton Philadelphia for over five years, proud to contribute to the hotel’s success. After having my personal belongings stolen—including my five-year plaque and leadership awards—I reached out to see if replacements could be arranged. Unfortunately, I was met with unhelpful and dismissive responses from HR, despite my long service. I know firsthand how committed we were to going above and beyond for guests, and it’s disheartening that this spirit didn’t extend to a former loyal employee. I would have hoped for more empathy and effort in recognizing the people who dedicated themselves to the brand’s excellence.

We LOVE the Ritz-Carlton brand and have stayed at multiple properties around the world. We were excited to choose this property for a quick weekend in Philadelphia. The location is outstanding—arguably the best in the city for visitors—and the hotel itself is beautiful. While I generally prefer classic Ritz properties over the newer, more modern designs, the interior is elegant and well done. Unfortunately, nearly every aspect of the food and beverage experience fell far below the Ritz-Carlton standard. The restaurant and bar service was slow, inattentive, and completely lacking the level of hospitality we've come to expect from the brand. The food was equally disappointing. This department clearly needs stronger leadership. Our room offered an incredible view, but it was far from what I would consider a "Deluxe" room, despite receiving what was described as an upgrade. The bathroom was surprisingly small and felt poorly designed for adult guests. Service throughout the hotel was inconsistent. The gentlemen at the front entrance were rarely welcoming and generally did not acknowledge guests unless greeted first. Housekeeping was the most concerning disappointment. A plastic water bottle cap was on the floor when we checked in, and it remained there when we checked out. It immediately made us question whether the room had been thoroughly cleaned between guests. In addition, the shower drain was clogged. To the hotel's credit, engineering resolved that issue immediately after we reported it. One of the reasons we willingly pay Ritz-Carlton prices is because we expect exceptional service and meticulous attention to detail. That is what has made us loyal to the brand for years. We've experienced that standard at properties like Berlin, Maui, and Hong Kong, and it's why this stay was so disappointing. We still love the Ritz-Carlton brand, which is why this review is difficult to write. This property has an incredible location and a beautiful building, but it simply did not deliver the level of service, cleanliness, or hospitality that defines the Ritz-Carlton experience. We sincerely hope it returns to the standards that made us loyal guests in the first place.

Totally not worth the money it’s not a Ritz. The management is completely incompetent as employees really don’t care. From a moment, we entered the hotel. The only person that was friendly was the older guy who took her bags. Everybody else looked like they hated their jobs and didn’t want to be there. We ordered room service for our daughter, and we checked an hour and a half later and the order hadn’t even been entered then the employee we chatted with hung up on us after telling us just talked to the front office if you want to complain. I’ve stayed at Ritz all over the word but this one should be thrown out of thecclub. At least all the managers should be fired and get some real competent operators in there and train the employees. Unless you see review it is getting better. Also, they have zero benefits for Marriott platinum or titanium don’t stay there.

We came to Philadelphia for the World Cup game. We got back at 945 and ordered room service because my son hadn’t eaten. After 45 minutes I began calling. They couldn’t tell me where to food was or if it was coming up because they said they had no way of contacting their colleagues. Then I called back again and they said they had no idea if the food would come at all and they would reorder it. It’s been two hours already. This isn’t what I would expect at a Ritz. I would stay elsewhere.

Great location and the concierge floor is always a treat! We had an operational issue and the front desk manager Derrick immediately rectified it. Great hotel!