Christine Fleming

Review of The Ritz-Carlton Hotel Laguna ...

MY HUSBAND AND I STAYED OVER THIS PAST THANKSGIVIN...

MY HUSBAND AND I STAYED OVER THIS PAST THANKSGIVING HOLIDAY WEEKEND. I TOLD THE MANAGER THAT I HAD TO WASH THE SCUFFS ALL OVER THE WALLS MYSELF, ASK FOR RUGS TO COVER THE RUST IN THE RESTROOM FLOOR, CHANGE THE CHAISE BECAUSE IT HAD A HOLE AND MISSING BUTTON. WHEN WE ALL WENT TO THE POOL ON FRIDAY AROUND 4PM, EVERYTHING LOOKED LIKE A MESS. ALL THE USED TOWELS ALL OVER, FOOD FROM PREVIOUS PEOPLE ALL OVER, I MEAN I'VE NEVER SEEN SUCH A MESS AT A RESORT HOTEL LIKE THIS. IT WAS SUCH A MESS, I HAD TO GRAB MY OWN TOWELS AND CREATE OUR OWN SPACE FOR COMFORT. I SAW TWO MANAGERS AND TOLD THEM, (AFTER ANOTHER VISITOR MENTIONED THE SAME THING TO ME) TO PLEASE CLEAN THE MESS FOR US AND THEY SAID, 'OK' AND JUST LEFT WITH NOTHING DONE. WHEN FINALLY I SEE ONE GIRL PICKING UP AFTER I COMPLAINED I ASKED HER WHAT HAPPENED HERE AND SHE SAID THAT THEY ARE SHORT STAFFED. AT A HOTEL LIKE YOURS, I DON'T EXPECT THIS KIND OF SERVICE. IT WAS LIKE SPENDING THE WEEKEND AT A SECOND RATE HOTEL. I MUST SAY, THE CUSTOMER SERVICE IN OTHER AREAS WAS GREAT AND THE FOOD WAS GREAT BUT NOT HAPPY WITH THE SURROUNDING ITEMS JUST LISTED. NOT SURE IF YOU WILL EVER MAKE CHANGES HERE BUT IT REALLY MAKES YOU LOOK BAD. WE HAVE A LOT OF FOLLOWERS AND ITS NOT GOOD FOR THEM TO HEAR THIS. THOUGHT I WOULD SHARE THIS WITH YOU. CHRISTINE & ERIK FLEMING