더 리츠칼튼 헤르질야

We are Gold Bonvoy members and have been treated poorly. Checked in for a five day stay. We added a day to our stay because we were coming from a hotel in Jerusalem which was nice, but not as nice as what we find at most Ritz-Carlton hotels. We were excited to stay at the Ritz-Carlton Herzliya, but they have let us down in numerous ways. When we checked in, since we had two reservations - one for the additional night - the person helping us at the front desk took extra time to be sure that the room she was putting us in was a room we can remain in for our full five day stay. The room was actually very nice and we were happy. The next day while we were out at the Dead Sea, we received a call from our travel agent telling us that the Ritz Carlton called and needed us to come back to the hotel. They said they need us to vacate our room immediately, because they promised it to “friends of the owner”. We got back to the hotel later that day to find we were locked out of our room. We went to the front desk and they told us we needed to change rooms immediately. After telling us there is no way that they can allow us to stay in this room, they informed us we needed to go pack our things and then went on to say “you’ve been upgraded to a better room - congratulations!” They neglected to inform us that the room they were putting us had a more limited view of the ocean and no view of the marina. More importantly, when we booked the room, we were sure to specify and pay for a king sized bed. This room had a queen! When we told the front desk we needed a king sized bed, they told us they didn’t have any other rooms available. We then asked for the manager and he somehow found us the room we are currently in. This room would be great if it was in the proper condition that you would expect - especially when staring at a Ritz. However, this room has black mold growing in the shower and on all of the vents and onto the walls in the room! It also happens to have a broken toilet seat. The first night in this room, we informed the manager of the mold, and provided photos. He told us they would address this right away. It’s now been several days and we have heard nothing from the manager and the room is still in the same poor condition. Yesterday, we asked to speak with the general manager and the concierge seemed annoyed by the request. They said the general manager was not available, but they would have them call us that day. We did not receive a call from the general manager yet. Hopefully, we can speak with them today. Normally, we would have switched hotels by now, but our schedule has made it too difficult. The experience at this Ritz-Carlton is nowhere close to the great experiences we have had at other Ritz-Carlton hotels around the world. Very disappointed!

Truly the best of the best! The service and attention to detail is top notch and absolutely what you’d expect from a 5 star hotel/resort. David at the front desk, Olga at breakfast, housekeepers, Concierge — EVERYONE IS SO NICE AND TRULY WONDERFUL! I am an Ambassador elite and travel a lot. This property is easily one of my favorites. My room was upgraded to a corner deluxe and it seriously felt like a suite. Large, spacious and ridiculously comfortable. I slept like a baby! Treat yourself and stay here - you’ll thank me later!