If I could five this 0 stars I would. - The Ritz-Carlton, Lake Tahoe Truckee - Trade Reservierungs
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🤮 1/5 - If I could five this 0 stars I would.
By 👻 @Christina C., 12/28/2023 3:00 am
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The customer service at this place is quite possibly the worst I have ever received at any business. I spoke with Jamie Jensen about doing a room block for my wedding. Some of my guests had already booked rooms at the Ritz at this time and she assured me that they would have 6 weeks to cancel and book a new room under the rom block. She emailed with rates and I emailed back that day saying we would like to sign a contract with them for the room block. She then proceeded to ghost me for a whole month and did not respond to 3 separate emails asking or any phone calls. I finally called the Ritz to find someone that could get the room block ready for me and it took me on hold for 45 minutes and demanding that I speak with someone that day for anyone to get on the phone with me because "no one was around that could help me." Finally the Reservations Supervisor David Lenosky got on the phone with me and assured me that they would take care of the issue. David then told me that Jamie provided me with the wrong information and my guests only had 7 DAYS TO CANCEL, NOT 6 WEEKS. He said they would allow my guests to cancel based on Jamie's representations. David emailed me immediately and I sent him the email chain with Jamie Jensen. The next day Jamie Jensen emails me some excuse why my emails didn't reach her inbox and then provides me the contract for the room block with the wrong dates-- twice after I sent her exactly what to put. Finally she sent me a correct contact and I told her I would like to sign it. She then proceeded to not respond to any emails again, despite multiple emails asking her to send the contract and CCing David. No one responds to emails at this place at all!!! I then called the Ritz only to get put on hold for 20 minutes and then the first operator transferred me to Marriott Bonvoy who could do nothing for me. I then sat on hold for another 15 minutes for another operator to tell me that there was no one at the Ritz that could help me with my issue and that I would have to call back during business hours the next day. When I explained to them that I could not call back during business hours doing my job, I was placed on hold for another 20 minutes for them to find someone that they said would call me tomorrow after business hours. This place is a joke for any hotel-- especially a luxury one. SAVE YOUR MONEY AND BOOK THE HYATT INCLINE VILLAGE INSTEAD. They responded to my emails within the hour, got me my room block and my contract all together in less than a week and somehow came up with rooms for my guests even when a corporation did a complete buyout of the hotel for my wedding weekend. I have had my save-the-dates printed and addressed for over a month now and have not been able to send out because I did not want to send them out until my room block information with the Ritz was available to be on my website. THIS PLACE IS A MESS!!
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