Nicole Ricci

Review of The Ritz Carlton, Naples

I've never had a bad experience at a Ritz until th...

I've never had a bad experience at a Ritz until this weekend. I went to visit friends in Naples and went to the Ritz beach. I have a family member that's club level and he was finalizing my reservations for the night. I've stayed in Ft. Lauderdale and Siesta Key which has always been amazing in regards to service, but not this hotel! I explained to the guys on the beach my situation and they said no worries, pick chairs out and we'll set you up. We had the chairs set up (which were old and falling apart) and then we ordered a round of drinks. I saw a lady earlier that was being sort of arrogant to other Ritz guests and thankfully, she wasn't assisting us but after about 15 minutes, came over and asked for our room number. I explained again that we're club level and waiting for everything to be finalized for the night and she asked for my info which I gave her. I also offered my credit card. She came back saying she didn't see my reservations in the system and this is for guests only. Obviously it wouldn't be in the system yet, but she should be able to see my history. I offered to pay for the umbrella upfront and tipped the guys on the beach well, but because she didnt see me in the system yet, she was "doing her job" and we could not stay there. She was so rude and arrogant, and didn't listen to anything I was saying. I told her because of how poorly she was treating us, I was not going to stay for the night anymore and she didn't care at all, not typical for Ritz. How are you going to set guests up with chairs and then tell them black and white, they can't stay. That would have never happened at Sarasota or Ft. Lauderdale which are by far nicer properties. Thanks to her rude attitude, this put a bad taste in my mouth and I will think twice about staying at another Ritz. Why pay top dollar to interact with staff like this? With so many new hotels popping up with impeccable service, thanks for making it an easy choice Ritz.