We had recently booked a club level executive suite which is the "best" type of room at this resort and very expensive. Thus, we were extremely upset to encounter an overpowering musty/moldy smell upon entering the suite. We then noticed visible mold around the air conditioner vents and several areas on the walls (and I don't mean just a few dots here and there). There was also visible mold on the sofa, both chairs and on the curtains. This was obviously unacceptable to us and we called the front desk to complain. We had multiple staff come to the room and they acknowledged the problem. However, we were told all the rooms were sold out except for ONLY ONE other room they offered us which was not a suite and we could only have it for one night because it was booked and then we would have to be switched again. We wanted to check it out before agreeing and this room was very old, also very musty smelling (but cleaner), 1/2 the size of the suite and clear across the resort which made the club lounge very impractical (the club was a big reason we booked the resort). We decided to stick out the original suite for the one night because we didn't want to move our stuff twice for another substandard room and they assured us another club suite(they told us the exact room #) would be available the next day and they would adjust the bill. Well the next day we had confusion because the manager was off and the front desk people had no knowledge of the situation. We were told that the new suite number that we were supposed to have was still booked and nothing else was available. At this point we were ready to check out but after several more phone calls we were given another suite which was thankfully in excellent condition. Now for the good part. The resort is gorgeous and most of the staff were extremely pleasant and gracious. Our new room was wonderful and what we had originally expected. The marble bathroom is enormous. The balcony overlooks the water, is large and has 2 lounge chairs, a table with 4 chairs and still plenty of room to walk around. The water sports are excellent and the beach lovely. However, no staff helped us to set up beach chairs or umbrellas. The club amenities were great. We ate most of our meals there and there was always liquor, wine, champagne, etc. also. Be aware that if you book a club level room you might be in a different building than the club level lounge as we were. Evidently the adjacent Heliconia building also has club privileges but you have to walk to the next building for the club lounge. This was a surprise as the web site indicates all the rooms are in the one Gardenia building (but it wasn't a big deal). Also, the ambiance of the club lounge in the evening was spoiled by kids playing hide and seek and being rambunctious. Perhaps after 6 or 7 PM it should be adults only so one can relax with a quiet drink. Had we not had the MAJOR room problem, I would have given this resort 5 stars.
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- Also Known As:
- Ritz-Carlton St. Thomas Hotel St. Thomas
- St. Thomas Ritz-Carlton
- The Ritz-Carlton, St. Thomas U.S. Virgin Islands