The Ritz-Carlton, New Orleans

The service at this hotel is lacking basic customer service skills. At check in, due to the portal for the hotel not working, I attempted to order the Ritz kids camping experience due to the portal not properly working. It was a late night check-in, and only 1 person, Henry, was working the desk. No other customers were present, except my family. Henry had no idea such a service was offered, or that a portal existed where such an item could be ordered. Henry became rude in tone and continuously repeated that I needed to go through Marriott customer service to remedy the issue. His tone and words were condescending and he continued to repeat himself until I showed him the portal. He then just ignored any additional assistance or basic check-in routine and sent me off to my room. Henry made no offer of a ritz kids welcome, or any offer of a welcome gift for platinum status, as noted in writing by Marriott. No room upgrade was offered, although none may have been available as it was coming off of Mardi Gras. I wouldn’t know because it was not acknowledged. This is sad considering I was trying to give them money for an additional service. The same person who parks the car came and brought the bags up. He was polite, although not much for conversation. The Ritz kids camping add-on had to be handled the next day by another employee who actually was familiar with the services offered, as Henry did not appear to have passed on my request or taken any action. After mentioning their employee’s lack of knowledge of their products and complete inability to deal with the situation with manners due to his lack of knowledge, the add on was finally provided at no cost. No remedy has yet been provided for tier status, so I assume they don’t reward that as Marriott promises for all Marriott locations. No survey has been sent out and nobody asked about my customer experience, I can’t imagine why. The toilet was slow to fill and water pressure was weak in the shower. The lunch menu the restaurant was extremely limited and only offered salads and soup, with a few additional select items. Housekeeping was the only positive. The customer service at this place is extremely lacking and with the exception of a few decent employees, I’ve had better service at Chick-Fil-A. I probably won’t return to this place. Much better service can be obtained for the price and plenty of places want your money.

Absolute perfection in every way. Seriously. I mean I know it’s the Ritz, but this hotel will blow you away. The authentic New Orleans style of the hotel is what drew me in but it’s the staff that had me immediately booking my next (and longer) trip as soon as I got home. We stayed here for Mardi Gras because it’s iconic New Orleans and because I knew it would be safe. And that was an absolute understatement. I cannot recommend this hotel enough if you are going to NO for Mardi Gras. It is worth every penny. The staff is phenomenal with zero ounce of pretension. Absolute hospitality at every turn. The rooms are exceptionally clean and the Ritz Carlton bed is one I will be ordering for myself - thank you Marriott for making that an option. So. Comfortable. Diptyque toiletries and Frette linens so you can absolutely luxuriate in your room. The Davenport Lounge (3rd floor) is the perfect place to unwind after a day of being out and about in the French Quarter. Seriously this hotel is just perfect.

I stayed a weekend for my wife's birthday. The staff at this hotel failed across the entire organization, except for Mario (one of the managers) I had to call 10 (not a typo) times to place an order for flowers and cake for our room before we checked in. This isn't a unique request - it is literally a product they have on their ordering portal. Examples of failure include: Front desk: gave me conflicting information how to place this order, and also the wrong URL for the portal. This took 6 calls to get to the right portal. most of the time the front desk forwarded my call to guest services, who see below Guest services: only one team member, who apparently is on lunch break entire afternoon each day. he does not know their own portal Managers: there are two managers. Mario is good. The other is horrible. Case in point - I called this manager to specifically make sure my order would be done implemented correctly, even providing the time i would check in. I only did this after the 8th call and seeing there likely would be an issue given the incompetence of the staff. SHOCKER but only half of the package was delivered in the room. Offered to refund the package, but that is it. Did not sound apologetic at all Doormen: not related, but just watched me and my wife load our luggage into our taxi to the airport. Not a big deal, but was a punctuation when we were leaving about the service here I finally connected with the other manager, Mario, eventually, who is apparently the only competent team member here. He was very apologetic and tried to make things right, specifically delivering small treats to our room (which was appreciated) and offering 50K bonvoy points as a sorry. In a complete non-shocker, the hotel only delivered 25K bonvoy points. I have called and they said they will follow up, and shocker nothing. This hotel truly is an embarrassment for the brand. I didn't know it was possible to fumble such a simple, standard request (let alone for a "5 star" hotel). Thank you Ritz New Orleans for losing a Ritz customer for my life Stay away from this hotel until they retrain their staff

It's a Ritz - so you know it won't be bad. But it could be better. You enter from the street and go up to the second floor for reception. I assume this is designed to address flooding. But it's a big step down from how one usually enters a Ritz. The room was nicely appointed but small. The bathroom was the same - functional for one person but a second person would not be able to get ready at the same time. Overall the space itself was somewhere between fine and a little uncomfortable but nice enough. It's NOLA so stepping out onto the street can be interesting. A woman might not want to walk alone after dark. The good news is that the city has fixed-rate airport taxis so you don't have to wonder. I found them cheaper than Uber each way. Overall, I needed to be here for a specific reason but if I just needed to be in NOLA I'd probably pick somewhere else.

Just wrapped up a two-night stay at the RC New Orleans. It was such an amazing stay from the moment we got out of the car until the bellman put us into our car to the airport. Every staff member we encountered was gracious and offered the ultimate in Southern Hospitality. The Club level is truly as they advertise as a hotel within the hotel. Entering though the secret blue door dispatches you into another world where the design, decor and the all day offerings delighted us at every turn. There were many standouts in the club but I have to call out that they changed out some breakfast menu items each day which gave it variety. It is rare you find tha in a Marriott club. The working fireplaces and warm spaces made this such an enjoyable spot. The room was newly reimagined and the huge soaking tub was a real treat. Housekeeping was impeccable — organizing our things and braiding our charging cables into perfection. We are already planning our next stay here. What a gem!