We spoke with the front desk personnel and wrote m...

We spoke with the front desk personnel and wrote management about a few concerns we had; discrepancy with booking, and a few other things. This was a result of a stay a few weeks ago.

A few days after our visit, I received an email from a manager who asked me to call her. I called her, and also sent her an email with my contact information. The manager stated that she wanted to learn more about what happened. My thinking was this would be merely be an opportunity to give feedback. (I have used Ritz Carlton properties for business but my recent mediocre experience was with my family).

The manager never called back.

I emailed her and explained that I am available to chat, but she ignored me. Did not reply to my email, nor did she call back. In fact, no one - even if she was unavailable - took ownership here and followed up.

In a previous review, I wrote about that I felt that the Ritz-Carlton may be addicted to their brand, and this near-elitism attitude towards business customers and others is unacceptable, unethical and could drive good customers away. (just because the feedback isn't consistent with your standards doesn't mean you ignore your clients; it is an opportunity to do better)

My recommendation is that you push them to do better. If you get your confirmation, call and reconfirm. Work with management up 1-2 levels instead of the property folks on site when you have concerns.

There are other hotel chains who have raised the bar and they are challenging the status quote. They are not afraid to lead.