The Ritz-Carlton, Turks & Caicos

From check in to check out our stay was world class. Five star hotels in the Caribbean can be hit or miss, this one was a hit. The difference was the people. To a person ever, I mean every member of the team was friendly, welcoming and most importantly respectful. We were always greeted with sincere smiles and eye contact. Trust me it's a difference maker. I cannot say enough good things about this property.

Stayed here for 4 nights for a girls trip in April. Prior to arrival we were pleasantly surprised with an upgrade from a regular 2 queen room to a two bedroom residence room. The upgrade was wonderful - room was huge - like an apartment w full kitchen and laundry. Overall the resort was great - nice pool, beautiful beach, and nice restaurants. Good location - could walk off the resort to a few breakfast places or even to a few other resorts for dinners. We rented a car during our stay and drove to other parts of the island to explore - very easy to park car at the hotel during stay. Hotel was kept in great condition - extremely clean and well kept up. I did find the service to be a bit lacking compared to other Ritz properties. For reference our last girls trip we stayed at the Ritz at Lake Oconee in Georgia and the service there was a million times better. Twice during our time we had to call for routine housekeeping at around 5 PM because nobody ever cleaned the room. Pool side and beach service was poor. Groups of employees were playing soccer on the side of the beach and we set up our own chairs w towels. We could not get a server for food and eventually walked to the restaurant and ordered carry out food. While the poor service would not hold me back from coming again, I do think it needs to be improved to match the service of other Ritz properties.

We wanted our milestone birthday year to include a 5-Star beach experience and we could not have chosen better than the Ritz Carlton Turks and Caicos Islands 🇹🇨. Prior to arrival Raheam, a Club Lounge Level Concierge, reached out multiple times to inquire how he could ensure our stay was excellent. However, since I had never been to T&C before, I didn’t know what I didn't know, so I shared the dining reservations I had made based upon recommendations from friends who had been to Turks, and nothing else. I should have asked him for more help because I am certain Raheam and the Club Lounge Team would have made it happen. For my milestone birthday I was serenaded twice. Once by the Club Lounge team and once by the beach and pool team (see pictures)! Pro Tips: Book the Ritz Carlton with access to the Club Lounge Level. It is like an all-inclusive that doesn’t include dinner, yet includes everything else. Breakfast and lunch as well as snacks and all beverages. The service in the club lounge is exemplary. If you don’t see something you want, just ask. They will try very hard to find it. Shout outs to the entire team, and I know we will omit some and butcher spelling of others (sorry): Raheam, Wildley (yes that’s his name), Sirhan, Esther, Janiel and Claudejean. JP, who shares my initials, as well as Jean Noel “Ba” and Marc at the beach were excellent. He made us feel like the most important guest he had. The Graceway Gourmet Supermarket is essentially across the street from the Ritz, less than 500 meters away, and has anything you may need at a reasonable price. While not essential for our trip, in a relatively non-busy time, make your restaurant reservations prior to arrival. My strong recommendations are: on property: Casa Nonna. Ask for Miriam an amazing server who remembered what we ordered 4 nights earlier and Benjean a great hostess. off property: Indigo & Coco Bistro. Getting around without a rental car requires taxis (no Uber/Lyft). Heads up: Taxis charge by the person not the distance. The only disappointment on our trip was when we were, essentially, forced to share a ride back to the hotel from an offsite restaurant in a taxi we had taken to the restaurant (based upon the recommendation of the hotel). The taxi showed up promptly and asked if we would share with another couple that was standing right behind us. How could we say no at that point? Then we were charged the full rate. Not to nitpick (I know too late) that was unprofessional. Sorry Stanley, you get my only diss. The Ritz Carlton Turks and Caicos Islands 🇹🇨 will not disappoint. Each staff member we encountered was empowered to do whatever they thought was necessary to exceed our expectations. And they nailed it. Thank you Team Ritz T&C

In March we took our first vaca to Turks & Caicos and stayed at the lovely Ritz-Carlton. My family is STILL talking about it. Every single staff member was warm, attentive, and genuinely invested in making our stay comfortable and memorable. We spent time every day of our 7-day stay at the beach - I’ve never seen a more beautiful beach. The pools are great. What made our vacation so unique and memorable was the remarkable staff who went above and beyond. A few people stood out: • Hyacinth Cooke showed extraordinary kindness and compassion when helping our son after he injured himself in the pool. She didn’t stop with the bandaids. She (and her colleague Patrick) surprised him with birthday decorations and a gluten-free birthday cake in our room (!!) creating a magical memory our family will never forget. • Latoya at Coralli, the on-property restaurant, made our morning’s special. She was very kind especially toward our son with celiac. She took the time to get to know our family and consistently ensured our breakfasts were both safe (for our son) and delicious. On our last morning she sent us with cookies so we had snacks at the airport. • Jean and Nick at the waterfront were so helpful with our water adventures. Their support made exploring both fun and stress-free. Nick surprised our son with a large conch-shell - what a gift! One of the highlights of our trip was a day aboard the Lady Grace Catamaran, an excursion that was enjoyable for every member of our family (kids ranging from 11-16). Iguana island was so cool. We left T&C feeling relaxed and rejuvenated and very grateful for the experiences, memories, and friendships we made.

This is one of the worst luxury hotel experiences I have had anywhere in the world. I am a Marriott Gold Elite lifetime member and stay across the portfolio constantly. This property should not be allowed to carry the Ritz Carlton name. It actively undermines the brand. We spent a full week here and the experience was consistently poor from start to finish. Service is the biggest failure. Everything is slow. Check in is inefficient. Restaurant service is painfully delayed. Poolside service is unreliable. Basic requests take far too long or never get fulfilled. This is not an isolated experience. You hear the same complaints from other guests, and the pattern shows up again and again in reviews. The attitude across the property is just as concerning. Staff often appear disengaged, unmotivated, and at times outright dismissive. There is no sense of urgency. There is no sense of ownership. There is no Ritz Carlton level hospitality anywhere in this operation. Management appears to have lost control of the guest experience. The property feels disorganized. Communication is weak. Requests fall through the cracks. Guests are left to follow up repeatedly just to get basic service. The pricing makes this even worse. You are paying true Ritz Carlton rates for a product that does not meet even standard Marriott expectations. There is a complete disconnect between what is charged and what is delivered. The beach is great, but that is not unique to this hotel. Every property on Grace Bay benefits from the same natural setting. The differentiator should be service and execution. This property fails on both. Calling this a Ritz Carlton is misleading. At best, this operates like a lower tier Residence Inn. In many ways, it falls short of that. We will not return. We come to Turks regularly and will actively advise others to avoid this property. Marriott corporate needs to intervene. This location is eroding trust in the Ritz Carlton brand.