I rated the stay overall as Terrible...not what I would expect for an expensive weekend at a Ritz property in Southern CA. Also note that I wrote a letter to the Manager of the hotel, George Munz, and I never received a response.
Check-In: issues when the front desk employee told me that there was a problem with my credit card (Platinum Amex) and I asked was she sure. She appeared to have a negative attitude towards me at that point stating there is a problem and asked for another credit card. When the 2nd card "didn't work" I asked if there was an issue with their system and she said no and didn't not appear very polite. After another 5 minutes of waiting she abruptly said that there must be an issue with the hotel system and "one of your credit cards will get charged". I found this front desk service level to be poor especially after reading a case study in business school about Ritz-Carlton being the gold standard for customer service.
Once we approached the room, housekeeping was still in our room (it was approx 10:45pm). The housekeeper left and approx an hour later, we discovered a pair of women's underwear on the floor behind the bathroom door. Again, not what we would expect for a $350 a night room. When we called the front desk, they simply stated "that's disgusting" and didn't even offer to change our room or at minimum have housekeeping come back to inspect the room and remove the underwear. I found this level of service to be sub-standard.
The physical property location is prime and is situated on a cliff overlooking the Pacific Ocean. A nice aspect was the grassy area where they have chairs where you can sit overlooking the water and write in Ritz-Carlton journals.
Housekeeping during our stay was inconsistent. Some days we got a bathmat, some days they didn't leave us one. One day we had morning breakfast order forms, the rest of the weekend we had to call and request them.
I can report that the Concierge service was excellent...they arranged a car service to LAX and charged everything to the room which is convenient.
Overall, I was turned off by the problems we had and had higher hopes for a Ritz experience which seemed to overshadow the good points. We will choose other properties along PCH that we have stayed at before such as the suite rooms at the Holiday Inn next to the Ralph's on PCH in Laguna.
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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