I stayed at the ritz carlton for the first and last time (well, never say never right?) for a wedding this month. The best part about this hotel is the facade, so you arrive to the hotel in awe but don't kid yourself, its all downhill from there... I admit i was paying a lower fee as it was a big wedding group but that does not mean the level of quality and service should be lower. Even when booking your room you have to fill in a form and fax it or scan and email back, its ancient and that already bothered me a month before arriving! Once i arrived, granted it was in the middle of the night, i was received by a mildly mannered receptionist (but he wasn't anywhere near the worst). I received my room card and proceeded upstairs carrying my bag, the decor inside is not up to a 5*, fire hydrants sticking out in the hallway make it look more like a soviet hotel. My room was a box with a view on the dumpsters behind the hotel. I was woken early in the morning by the shaking of my bed due to (service) doors being slammed upstairs every 2 minutes. I decided to take a shower, 10 minute wait for hot water! This for me was unbelievable... We're on la croisette in france in the best hotel in cannes and i have to wait 10 minutes for my hot water, just unbelievable. When we asked the concierge a recommendation for a beach lunch he told us anywhere but the Carlton Beach! He was telling us not to go to the hotel beach club, so we didn't - great for business! That said stay away from the night concierge, he practically insulted us the night before when we asked where we could find a convenience store (or a Tabac) in the middle of the night (apparently no where in cannes). I think my French colleagues confuse "character" and "being impolite" - The service was absolutely shocking. Even my breakfast room service couldn't get right, he forgot half of the dishes! I don't know if staff there were still on the Cannes Film Festival cloud, which had ended a week before the wedding or if this is simply an ever growing exasperation with French establishments in the south of france but i for sure will not be returning here until i read that there was renovations inside and a complete overhaul of management. There was one positive, house keeping called me to find out when they could make up my room. good to see at least the eastern european employees still have a knack for service - and that is the reason why they get a 2 rating and not 1.
Unacceptable on almost all levels for a 5*, to avoid at all costs.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank your for the time you spent sharing your detailed review.
Please accept my deepest apologies for the inconvenience you have experienced during your recent stay.
It is indeed not reflecting the usual level of service we are used to deliver to our valuable guests, as staff and managers are available 24 hours a day in order to make guest stays the most memorable.
Be sure all your comments have been forwarded to the head of services concerned.
Please feel free to contact us back at your earliest convenience in order to understand how your satisfaction had not been targeted. (firstname.lastname@example.org)
Guest Relations Manager
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.