I selected your hotel for its location, my past successful stays with the Ritz, and my new status as a Ritz Gold member.
1 - Our initial engagement with the hotel started off on the way to the hotel from the airport at 1045am. The operator was very nice but transferred us into the voice mail of a front desk agent. On our call back to speak with a live person we went to voice mail again. Our third attempt finally succeeded. The front desk was polite but had no record of my call and was surprisingly not helpful to accommodate after a long trip to visit. We decamped for lunch and came back to a new front desk agent at 1:30pm who was able to deliver the room for my in-laws. Our 2 rooms would not be ready until closer to 4pm.
2 – Room #1 - Thankfully at 3:30 the room was delivered and we gratefully moved our luggage our new rooms 912 and 914. The City view was unfortunately marred by a large horizontal concrete decorative element which blocked our view. The bigger issue was the carpet under the window which had several large nails sticking out from beneath the carpet. A front desk manager was called and after viewing the situation she promptly agreed to move us.
3 – Room #2 - Shortly thereafter we were moved to a new set of rooms which were not connecting. With 3 young daughters this was a non-starter. So we called back.
4 – Room #3 - Just before 530 we were finally moved to rooms 517 and 519. A wonderful view of a wall outside of our room but thankfully connecting rooms.
Other general feedback:
5 - As an aside I suggest you inspect the threadbare carpet on the way into room 517 and the dirty window coverings in room 519.
6 - Every evening the housekeeping would arrive for turn down service as we were planning to go out for dinner between 5pm and 6:3opm. The first night we asked for the housekeeper to return in 30 minutes her manager came running over and explained that she did not speak English and said they would be back. Shockingly no-one returned. The following evenings we had the same knocks and the same lost in translation moments (albeit without a translation as there was no supervisor) so we knew to call.
7 - On top of everything the Valet crew took change out of the cup holder of the car.
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