We really wanted to like it….but
Jan 30, 2025 NYCMARKFAMILY New York City, New York
My family and i recently stayed at the Ritz Carlton property in Turks and Caicos and were quite disappointed in the overall quality of our stay for one major reason. The lack of attention and service by its employees.
But let me start with the positives because there were some highlights.
The property is beautiful. As soon as you walk…
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My family and i recently stayed at the Ritz Carlton property in Turks and Caicos and were quite disappointed in the overall quality of our stay for one major reason. The lack of attention and service by its employees.
But let me start with the positives because there were some highlights.
The property is beautiful. As soon as you walk into the lobby, you get a view of the ocean.
We stayed in the residence and had a two bedroom condo with a great view of the water and resort below. It was laid out well. The maid service was wonderful with turn down service each evening where they brought us fresh towels and replenished water boxes.
We enjoyed shopping at Okaicos, the boutique in the lobby. Jimmy was great and his shop had the best resort apparel.
Herby at the pool always had a smile, always aware and attentive to his customers and knew how to make us feel at home.
Wood at Casa Nonna was attentive, listening to our requests and was very quick to turn around a request.
Ana at BLT Prime also gave us a great dinner experience with her impeccable follow through and positive attitude.
So the not so great part….
It first started with our arrival. We were brought to our room, where the key cards didn’t work. We waited at least an hour before we called the front desk to ask for the status. They proceeded to tell us that the person was coming back. We waited another 20 minutes and still no one. We proceeded to go to the front desk and get them ourselves.
Secondly, the wait staff acted as if they were above everyone, dragging their feet after a request.
Based on our interactions, 80% of the employees lacked the basic skill of being in the hospitality industry. It was like these select employees didn’t even want to be there, let alone provide us with a Ritz Carlton experience. It was the little things: we ordered a salad with grilled chicken and multiple times it did not come with. We were questioned whether we had actually ordered it (with an attitude). Also both times it took 45 minutes to get the chicken.
At breakfast, I ordered a cappuccino. That also took 30 minutes before I received it and when I asked where it was, they acted as if it was a chore to follow up on it, with eye rolling. I think she forgot.
When going on vacation, especially at a high end resort, visitors want to feel pampered and taken care of. You want to feel welcomed at your home away from home.
The basics of hotel 101 was missing.
I know that they can do better and that is why I am leaving this review. In the meantime, we won’t be coming back to this property.
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