더 리츠칼튼 클리블랜드

우리는 추수감사절에 가족을 방문하기 위해 세 번째로 리츠칼튼에 다시 머물게 되어 매우 기뻤습니다. 안타깝게도 하우스키핑 서비스 때문에 호텔이 실망스러웠습니다. 우리가 호텔에 2점을 준 유일한 이유는 바의 직원들이 훌륭했기 때문입니다. 하우스키핑이 전혀 없다는 것이 실망스러웠습니다. 첫날에는 욕실이나 쓰레기 청소가 없었습니다. 둘째 날에는 쓰레기 청소나 커피 센터가 없었습니다(재고 없음). 셋째 날에는 커피 바를 다시 재고하지 않았고, 진공 청소나 표면 청소도 없었습니다. 모든 곳에 부스러기와 먼지가 있었습니다. 마이크로파이버 천을 흩뜨려 놓았기 때문에 그럴 수도 있었을 것입니다. 너무 슬펐습니다. 우리는 매일 후한 팁을 남겼습니다. 저는 제 우려 사항을 논의하고 커피를 다시 공급해 달라고 요청하기 위해 데스크에 갔지만 기본적으로 무시당하고 무시당했습니다. 우리는 항상 이 호텔을 좋아했기 때문에 안타까웠습니다.

사실, 이렇게 명성 있는 이름을 가진 고급 숙박 시설은 이렇게 보여서는 안 됩니다. 객실은 매우 오래되었고, 베개는 편안하지 않았고, 매트리스 커버는 - 그래서 잠을 자면서 움직이면 맨 매트리스(!)에 노출되었고 먼지가 묻은 객실도 있었습니다. 프런트 데스크는 아마도 훈련을 받았을 것이므로 경험에 대한 평가를 내리지 않겠습니다. 발렛은 괜찮았습니다. 저는 은식기를 요청하기 위해 로비 바에 갔는데, 문 밖에서 주문했는데 없었기 때문입니다. 그리고 호스트 스탠드에 다가갔을 때 그녀는 "음식을 배달해 주시나요?"라고 인사했습니다. 정말 전문적이지 않았습니다.

Stay here only if you understand that this is not a true Ritz-Carlton experience. At best, it meets a good Marriott standard, with all the typical pros and cons of that tier. It’s disheartening to witness the deterioration of the Ritz-Carlton brand, and the Cleveland property is a prime example. There is no service culture, no sense of hospitality, no warmth, no anticipation, and certainly no refinement. Does anyone even remember The Ten Golden Rules? I once used them to train my own staff, yet nothing from that philosophy seems to have survived here. In my experience, spending $1,400 for a night here was an absolute waste. Save your money—this property is in desperate need of new management.

We stayed at this Ritz-Carlton pre-Covid, and loved it. Sadly, service has deteriorated notably. It’s still a physically luxurious hotel and in a good location, extremely convenient for events at Progressive Field or Rocket Mortgage FieldHouse, which are connected via internal walkway from Tower City Center. The room itself (Premier Deluxe) was large, comfortable and well-furnished with an actual 6-drawer dresser, so plenty of space to put our clothes. Plus drawers and electrical outlets at each bedside, good lighting, 6 pillows, lots of counter space in the spacious dual-vanity bath, though minimal amenities, no cotton swabs or pads or makeup remover cloths. And some of the staff still try very hard to provide a luxury hotel experience. There were just too many missteps marring the overall impression. These are mostly minor annoyances, and if we were staying at a mid-market hotel, I would more easily overlook them. But they are charging Four Seasons prices, without delivering Four Seasons service. 1. I extended my reservation, and had to book the additional two days separately to keep existing pricing on the other two. I asked the agent if she could link the two, and mentioned it again in my prearrival questionnaire. But when I checked in, she said it was for 2 nights – then she noted the other reservation and spent some time “linking” them, but said our keys would stop working on the third day and we would need to come to the desk to get them reactivated that morning, she couldn’t do it now. I’ve never seen a hotel so unable to cope with extending a reservation. 2. I had also made a room location request in my prearrival questionnaire, which was not mentioned at check-in. When I remembered after getting to our room and called to ask about it, she said no Premier Deluxe rooms were available on the floor I requested (where our friends were). It would have been nice if she’d at least acknowledged the request and apologized for not being able to fulfill it, and given me an opportunity to make a choice between room type and location. 3. No recognition of us as returning guests, just a rote “thank you for your loyalty” after she asked if we’d been there before. 4. The room was full of warning signs…don’t take the big bottles of shampoo, they will charge you $68 a bottle; don’t touch the minibar items or you’ll be charged, don’t put anything of your own in the fridge or you’ll be charged $50! Also a cryptic warning on the in-room safe referring to state liability laws. No restaurant or room service menus, just a QR code. It gave Holiday Inn vibes. 5. The room had only one bathrobe. I called to request a second robe and half a dozen hangers. When I called a bit later to report that the battery on the safe was dead, he asked if I’d received those items. Nope. He said he’d follow up, and a few minutes later someone delivered the robe and four hangers – I guess six was too much? 6. The next day, we reminded them at midday about the safe batter

Absolutely INCREDIBLE!! I messaged the hotel prior to the stay asking for an upgrade because I was going to be proposing to my boyfriend. I had no idea what extent was being taken until we checked in. Melinda at the front desk surprised us by upgrading us to their PRESIDENTIAL suite with a strawberry/sparkled wine amenity in the room! We were blown away on the size of the room, the amenities of the room, and the comfort of the bed! The room was spacious (a vast understatement), modern, clean, and very comfortable! The bed was amazing and it made for a picture perfect moment on our lives. The gym was modern, with many different exercise styles to choose from, and was quite enjoyable too. THANK YOU to Melinda and the staff for their amazing hospitality and incredible experience. - Mike and Luke

Third time staying at this property. The staff members are always kind, helpful, and very accommodating. Elizabeth and Brandon were wonderful as always! It's located directly in Tower City. Prime location for anything downtown especially if you're going to Rocket Mortgage or Progressive Field! Thank you for another wonderful stay!