Disappointing. Not up to the usual Ritz Carlton brand standards. - The Ritz-Carlton, Boston - Trade Reservierungs
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😒 3/5 - Disappointing. Not up to the usual Ritz Carlton brand standards.
By 👻 @Mentalward3, 10/22/2023 3:00 am
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Unfortunately, this hotel didn’t meet the usual Ritz Carlton standard, both in service and quality of the hotel rooms. Having stayed in a number of Ritz Carlton hotels in recent years, we selected this hotel for the brand and expected certain standards as a result. We were disappointed. Overall, the rooms are quite basic. Spacious yes, but the minimum is provided. Nothing more. For example, no coffee machine / tea making facilities are provided as standard in room. You have to request them. Quite unusual for any hotel room in the States, let alone this brand. A tray appears, but housekeeping forget to replenish coffee pods / tea bags / milks etc. Just not good attention to detail. I took to leaving notes out for housekeeping - good morning, please could you leave me xxx, thanks - but sometimes this would be actioned, sometimes ignored. There was also no mini bar. The attention to detail continued elsewhere. Despite 2 of us on the reservation there was only 1 robe and slippers provided. On arrival at 9.30pm I highlighted this via the hotel chat on the app and requested a second. Nothing materialised and I had to chase this a second time in the morning. The rooms themselves are quite tired and old fashioned. As I said previously, basic. Not well appointed with ‘mod cons’. Communication. We booked a whale watching trip via concierge. The money was deducted from my card but no communication or instructions were provided. Even the night before the trip. Not a major issue for us to go downstairs, queue (!) and find out what the plan was and collect tickets. However, in other Ritz Carlton’s or St Regis, concierge have always been proactive in communicating arrangements for trips or dinner reservations. Either electronically via emails or in room devices or via envelopes under the door. The lack of pro activity was disappointing. Finally, unfortunately we also experienced a maintenance issue with the air conditioning unit. Principally, the air conditioning unit started squeaking and smelling strongly of melting plastic at 4am of our first night. We turned it off and reported it the next morning. Maintenance managed to temporarily fix it, but it broke again the next evening at bedtime and ultimately this resulted in us changing rooms 3 times, ultimately being upgraded. Even the upgraded rooms are basic and lacking coffee machines, mini bars and attention to detail from housekeeping. We relieved the robes and coffee machine scenario 3 times in total!! I should also mention the hotel bar wasn’t open for 2 days either! This is not a cheap hotel, and ultimately if you’re paying a significant rate / the hotel is priced at a certain level, it needs to achieve certain standards. I should say that this was passed to the hotel managers during our stay and they really tried their best to help and remediate the issues faced. However some fundamental training should be provided to staff and improvements to standards applied. You should all go on a field trip to the Ritz-Carlton in Montreal as a learning. I hope this serves to provide insight into the hotel for you as a customer when selecting a hotel, and to the hotel management for improvement.
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