I will start wtih my review of the actual accommodations. Accommodations are up to typical Ritz standards, cleanliness was excellent. Bathroom was spacious with plenty of linens and toiletry items. The balcony had a lovely view. It was evening when we checked in so we did not get to enjoy the pool, but I'm sure it's lovely if it is anything like the JW's next door.
Dinner at the sister property's fine dining restaurant, Primo, was excellent. We plan to return this weekend, but we won't stay at the Ritz again, here's why:
I was looking to book one night on the same day, due to needing to head down to Orlando unexpectedly. I attempted to book the American Express Card package from the website but was having trouble doing so. I called the Marriott Platinum line, and the agent gave me another number to call. I called that number and it was actually the American Express Platinum Concierge, which was fine, since I was booking an Amex rate anyhow. The AMEX concierge kept me on the line while she booked the reservation, which is RIGHT NOW as we speak on this webpage on the Ritz Orlando's website: http://www.ritzcarlton.com/en/Properties/Orlando/Reservations/Packages/Detail/AmericanExpressExclusive.htm. She confirmed the one night stay, and then emailed me the confirmation. I'm glad the call was recorded so when I complain to AMEX Platinum about the Ritz denial of their confirmed package, there will be a record of it.
I check in, the same night after driving to Orlando, and confirm with the person at the Ritz check in counter the package I booked. I also confirm that I am able to use the $100 resort credit at any on property restaurant and the person who is checking me in says this is not a problem. I take my husband out to eat at Primo on property, we get a good night's sleep and get ready for our stressful day ahead.
I get my bill under the door, and there is no resort credit, despite my having confirmed it when booking, and at check in. I think, no problem, I will go down before we check out and and straighten it out. I present the bill and am met with a stonewall and total amnesia. I tell the staff member that I have the confirmation email from the AMEX Platinum concierge and that I confirmed with the staff who checked me in last night that there was $100 resort credit and breakfast, and she just stared at me. Then she went in a back door and returned with another woman, who never even looked at me. I was given dirty looks and the original staff member finally credited the $100, I asked her (nicely although I was severely strained) about the breakfast and she literally did not answer me, she just stared at me. My husband witnessed both check in and this incident and was annoyed but wanted to just leave and take it up with AMEX later.
So far, in 2012 I have stayed 67 actual nights in Marriott properties, including Ritz, JW, Marriott, Courtyard and Springhill, and I have NEVER encountered a problem with my bill, EVER. Way to go Ritz Orlando, you have earned the distinguished honor of being the first. The worst part isn't at all the mistake, that can happen anywhere, it's the way the staff handled it, and the way they treated me. Shame on you.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.