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“Nice but our experience was not 5 star” 4 of 5 stars
Review of The Ritz-Carlton, Laguna Niguel

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The Ritz-Carlton, Laguna Niguel
5.0 of 5 Hotel   |   One Ritz-Carlton Drive, Dana Point, CA 92629-4205   |  
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Ranked #2 of 9 Hotels in Dana Point
GreenLeadersBronze level
Seattle, WA
Contributor
18 reviews 18 reviews
16 hotel reviews
Reviews in 14 cities Reviews in 14 cities
27 helpful votes 27 helpful votes
“Nice but our experience was not 5 star”
4 of 5 stars Reviewed August 6, 2013

First off this hotel is in an excellent location with spectacular views and perched above a beautiful beach. The rooms are very nice if a bit small as it is an older hotel that has been updated. The lobby and shops spectacular. Restaurants good. Everything here is 5 star.

What wasn't 5 star was our service. It wasn't bad but much more typical of a 3-4 star hotel.

Some examples:
We went to the main pool, which is actually pretty nice and large for a 5 Star pool. Not a sole talked to us or offered to help us. It took me about 5-10 minutes just to find a towel.

The pool bar was in process of closing about 4:30. Guy said they were closed. OK but a few minutes later a group came down and he re-opened. At least he gave us some drinks.

Second day at the pool a little better but again nothing close to 5 star. The craziest thing was when an attendant came over and rolled our umbrella way while my wife was sitting there. Not a word. I told another attendant and she was horrified and brought us a new one.

They have an outdoor deck with walk in seating. We were told by quite a few people that this was a great place to go have appetizers with the kids. Just grab a seat when it is open. So we go out there and great there is a table and we sit down. Waitress comes over and tell us we can't sit there.

I later told our server in the restaurant about this and she said in no way should that every happen.

Our service in the restaurant was great.

We are a very clean cut family so not sure if our treatment was because we brought kids to this resort or ??? Our kids aren't that young 13-6 and very well behaved.

The plus is the beach is great. It is down a big hill and they offer a shuttle and you can walk. They have a desk on property with chairs, etc. Again we were told to help ourselves.

None of this is huge issue for me as I'm more then happy to setup chairs, etc. for myself. I actually prefer it but not at all what I've experienced at other 5 star resorts.

  • Stayed April 2013, traveled with family
    • 2 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 2 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ritzcarltonlaguna, Executive Office at The Ritz-Carlton, Laguna Niguel, responded to this review, August 7, 2013
Thank you for choosing The Ritz-Carlton, Laguna Niguel as your luxury destination. It was a pleasure having you with us. We greatly appreciate your valuable feedback. We are delighted that you enjoyed our location and facilities, yet we are so sorry to have let you down in our outlets. We would enjoy learning more about your experience. If you have a moment to contact our Executive Offices, it would be wonderful to speak with you. Thank you again for your visit and we look forward to welcoming you back in the future.
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1,111 reviews from our community

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Rating summary
  • Location
    5 of 5 stars
  • Sleep Quality
    4.5 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (311)
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English first
Top Contributor
70 reviews 70 reviews
7 hotel reviews
Reviews in 28 cities Reviews in 28 cities
19 helpful votes 19 helpful votes
5 of 5 stars Reviewed August 4, 2013

It doesn't get any better. The location is amazing. Service, including EVERY person we encountered, is obviously lavish. They just can't do enough for you. The views, especially from the rooftop lounge are nothing short of amazing.
Will be back for vacation, this having a trip for a conference. This hotel cannot be beaten in the area.

  • Stayed July 2013, traveled on business
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ritzcarltonlaguna, Executive Office at The Ritz-Carlton, Laguna Niguel, responded to this review, August 5, 2013
Thank you for enjoying our resort! The Ritz-Carlton, Laguna Niguel is a very special destination and all of our ladies and gentlemen take great pride in offering excellent service and creating memorable experiences. We look forward to your next visit.....one of relaxation and not business this time. See you soon!
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Pelham, Alabama
Contributor
19 reviews 19 reviews
6 hotel reviews
Reviews in 14 cities Reviews in 14 cities
7 helpful votes 7 helpful votes
5 of 5 stars Reviewed August 3, 2013 via mobile

Concierge Samantha took great care of us with a car, recommendations & more. Our ocean view room was spotless and taken care of perfectly. Wish the outdoor bar with fire pits stayed open past 10 PM. This is our second stay and we will be back.

Stayed August 2013, traveled on business
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ritzcarltonlaguna, Executive Office at The Ritz-Carlton, Laguna Niguel, responded to this review, August 5, 2013
Thank you taking the time to commend Samantha and all our ladies and gentlemen for the experience we created for you. We are delighted you enjoyed your stay with us and look forward to welcoming you back again very soon.
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Knoxville, Tennessee
Top Contributor
86 reviews 86 reviews
66 hotel reviews
Reviews in 36 cities Reviews in 36 cities
38 helpful votes 38 helpful votes
4 of 5 stars Reviewed August 1, 2013

I was at this property for a conference and it was fantastic. The property has a very secluded feel to it despite being a short distance away from the action of Dana Point / Laguna. Nice pathways to the beach. Easy walk (2 miles) to the harbor. Enjoyed the balcony that overlooked the ocean. The design was minimalist, nothing to overwhelming. I expected a little more decadence for being a Ritz-Carlton. Excellent restaurants on the property. Only complaint was I had a terrible time getting consistent cell phone reception within the room. I would definitely stay here again hope I get the opportunity to do so soon.

Room Tip: I gave the check-in clerk $20 for an upgrade to a ocean view room.
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  • Stayed May 2013, traveled on business
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ritzcarltonlaguna, Executive Office at The Ritz-Carlton, Laguna Niguel, responded to this review, August 5, 2013
It was a pleasure having you with us! We hope you have a chance to return for a non-business related trip soon. We are glad you enjoyed the true ambiance of our natural surroundings. We look forward to creating another memorable experience for you in the near future. Thank you for choosing The Ritz-Carlton, Laguna Niguel.
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Las Vegas, NV
Contributor
18 reviews 18 reviews
7 hotel reviews
Reviews in 10 cities Reviews in 10 cities
9 helpful votes 9 helpful votes
3 of 5 stars Reviewed July 30, 2013

While it has a beautiful building and grounds and all of the staff were very friendly; truthfully, I was not overwhelming impressed with the service. Upon check-in (and after calling previously in the week to confirm) the front desk assured me that all feather and goose down had been removed from the room (I am highly allergic). When we went to the room, none of it had been removed. We only had a bit of time to get ready before dinner so having to deal with this issue was very annoying. And speaking of dinner, we had requested a cab 45 minutes before we needed it. Upon our arrival at 5 pm for our cab, we were informed it hadn't been called, but one cab had showed up at 5:10 and we could share it with two other people - thus making us late for our dinner reservations in Laguna. And being late seems to be a problem for room service too - I was told that our breakfast would arrive by 9:10 and it didn't show up for another 10 minutes without any reason or apology.
I also was startled to see our amenities (shampoo, lotion, etc.) were all already opened - the seal was broken on all except the mouthwash.
Lastly, I had reserved the romance package which included champagne and strawberries upon arrival. And of course that was not there either upon checking in to our room. As it was meant to be a surprise for my husband, I was very upset to see the note at the door later that night saying we couldn't deliver your amenity which meant I had to explain what amenity and then go to the front desk the next day to request that it be delivered during our dinner at Raya. We were gone for 2.5 hours, and yet it still wasn't delivered. So back to the front desk again...
If this was a lower end hotel, I would overlook these items, but this was the Ritz so I found it disappointing. And in spite of all these problems, no one ever even offered to comp us a cup of coffee. Just profuse apologies which at first is nice but then ring hallow.
Direct beach access was the number one reason why I selected this Ritz though and it was short notice so most everything else was booked already. We still had a great time, and the food and views were amazing. It is a beautiful property in a great location but just beware that that the service is not what you might expect from a Ritz.

Room Tip: The other comments about the main guestrooms' showers are true. Water pressure is not great and...
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  • Stayed July 2013, traveled as a couple
    • 2 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ritzcarltonlaguna, Executive Office at The Ritz-Carlton, Laguna Niguel, responded to this review, July 31, 2013
Thank you very much for your detailed feedback. We are always grateful to hear from our guests and
we receive all comments and concerns constructively. We apologize for our service inconsistencies and have taken them to heart. We are always saddened to learn we have not provided the most excellent service possible. We strive each day to exceed our guests' expectations and offer exceptional experiences. If you wish to discuss your visit with a member of our executive team, please reach out to the hotel directly. Thank you.
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Top Contributor
56 reviews 56 reviews
17 hotel reviews
Reviews in 28 cities Reviews in 28 cities
34 helpful votes 34 helpful votes
5 of 5 stars Reviewed July 29, 2013

We come back every year for a conference in July and the Ritz never disappoints. For me, sitting in an adirondack chair with a book, on the grass on a cliff overlooking the beach is always the highlight of my stay. The creative and beautiful lobby floral arrangements is something I always look forward to before we arrive. The cliff location with beautiful beach view really makes this hotel special!

Stayed July 2013, traveled on business
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ritzcarltonlaguna, Executive Office at The Ritz-Carlton, Laguna Niguel, responded to this review, July 31, 2013
We enjoy having you visit us each summer! It is so peaceful on our adirondak chairs overlooking the Pacific Ocean. Thank you for embracing our ambience and we look forward to surprising and delighting you each time you visit.
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New York
Top Contributor
59 reviews 59 reviews
33 hotel reviews
Reviews in 35 cities Reviews in 35 cities
53 helpful votes 53 helpful votes
3 of 5 stars Reviewed July 29, 2013 via mobile

Been coming here, off and on, for 20 plus years. Changes have never been anything but 'how could we generate more revenue out of this property?' Three things make a great hotel - location, physical offerings, and service. This hotel could not be a better location. A+. The hotel is dated, cold and the rooms are worn out. No water pressure, thin walls - really thin. Small standard rooms (we've stayed at suites before), noisy HVAC. Overpriced and underwhelming food offerings. Ah, but the service? Cold from many young staffers. Older legacy Ritz folks better but sad. Morale is horrible. Policies such as asking for our room and name before any meal makes you feel like another attendee at a convention. Food trays left too long in hallways. It goes on and on. Like an overpriced Hyatt hotel. The views are phenomenal though. So visit from the St Regis or Montage on a day trip. Give your thousands to charity.

  • Stayed July 2013
    • 1 of 5 stars Value
    • 5 of 5 stars Location
    • 2 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ritzcarltonlaguna, Executive Office at The Ritz-Carlton, Laguna Niguel, responded to this review, July 31, 2013
On behalf of our resort and brand, we thank you for your feedback. It is always a pleasure to hear from our valuable guests. Our ladies and gentlemen strive to provide the most attentive and exceptional service that we have built a legacy on. They take great pride in working for The Ritz-Carlton Hotel Company. We hope to have an opportunity to provide you with your next luxury experience or one in the near future. We would welcome the opportunity to discuss your visit further. If this is of interest to you, please reach out to the Executive Office directly. Thank you.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about The Ritz-Carlton, Laguna Niguel

Address: One Ritz-Carlton Drive, Dana Point, CA 92629-4205
Phone Number:
Location: United States > California > Orange County > Dana Point
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Children Activities ( Kid / Family Friendly ) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#1 Romantic Hotel in Dana Point
#1 Business Hotel in Dana Point
#2 Green Hotel in Dana Point
#2 Family Hotel in Dana Point
Price Range (Based on Average Rates): $$$$
Hotel Class:5 star — The Ritz-Carlton, Laguna Niguel 5*
Number of rooms: 393
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Also Known As:
The Ritz-Carlton Laguna Niguel Hotel Dana Point
Ritz Dana Point
Ritz-Carlton Dana Point
Ritz Carlton Laguna Niguel

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