Hi there,
It deeply saddens my wife and I to post this, as we have enjoyed many Ritz and Marriott vacations in the past and we've never had an experience quite like this (we are also Chairman's Club and Platinum members) . We've also stayed at this property before in the past and it was absolutely wonderful - this time however, i'm not sure how to begin to share our frustrations.
We hyped up this property to great friends of ours who traveled a long distance to stay with us at this property... but here's how the check-in process went:
- Even though our friends were not on our reservation, they were allowed into our villa (and started to prepare dinner) without even the courtesy of a phone call to us if they were authorized to enter our villa. The front desk person didn't ask for any ID, credit card, zero - nothing. Their name was never on the reservation. Imagine, if this person wasn't truly our friend and was "waiting" for us in the room - scary. When I spoke with the front desk agent as to why this happened he simply said "They seamed like nice people" and he "Trusted them" - without any ID, phone call or credit card.
- The unit itself looks, somewhat tired - broken buttons to operate the dishwasher (buttons that appear to have broken off long ago), ripped cushions on the couch, sheets with holes in them, stains throughout the property on chairs - etc - and just a (hard to describe) dirty feeling in the room.
- DVD players no longer work in any rooms and all the movies have been removed from the owners library. The staff said this was due to an equipment upgrade that went wrong, and unfortunately DVD's will never make it back into the villas. They also removed the popcorn that the staff would bring up if they knew you or your family were ready to watch a movie - a nice touch that we enjoyed last year when we stayed here.
I've spoken to the top manager that I could get to at the property, and she is going to be contacting me tomorrow (we are staying here several days) but I wanted to ask: Has anyone noticed this property go downhill? Is it being ill maintained because, perhaps, this may be a property that will go the way of Hawaii and other Ritz Destination Clubs? For what it's worth, the manager said they are extremely short handed and it was a "human error" but I have not addressed the room condition with her yet - and frankly, I have never, ever stayed at any property (including a motel 6) that would just let someone walk right into someone elses room before the actual guest checks in.
Generally, I don't do not post too often on tug or other sites, but I feel so strongly about this and wanted to make others aware of this situation. I've taken several photos of the unit condition and am happy to share and post as well.
If anyone is curious, I'm happy to report the resolution (hopefully there will be one) at the end of this trip.
Thanks for reading, and I hope no one else has this experience here or at any property within the Ritz/Marriott system.
It deeply saddens my wife and I to post this, as we have enjoyed many Ritz and Marriott vacations in the past and we've never had an experience quite like this (we are also Chairman's Club and Platinum members) . We've also stayed at this property before in the past and it was absolutely wonderful - this time however, i'm not sure how to begin to share our frustrations.
We hyped up this property to great friends of ours who traveled a long distance to stay with us at this property... but here's how the check-in process went:
- Even though our friends were not on our reservation, they were allowed into our villa (and started to prepare dinner) without even the courtesy of a phone call to us if they were authorized to enter our villa. The front desk person didn't ask for any ID, credit card, zero - nothing. Their name was never on the reservation. Imagine, if this person wasn't truly our friend and was "waiting" for us in the room - scary. When I spoke with the front desk agent as to why this happened he simply said "They seamed like nice people" and he "Trusted them" - without any ID, phone call or credit card.
- The unit itself looks, somewhat tired - broken buttons to operate the dishwasher (buttons that appear to have broken off long ago), ripped cushions on the couch, sheets with holes in them, stains throughout the property on chairs - etc - and just a (hard to describe) dirty feeling in the room.
- DVD players no longer work in any rooms and all the movies have been removed from the owners library. The staff said this was due to an equipment upgrade that went wrong, and unfortunately DVD's will never make it back into the villas. They also removed the popcorn that the staff would bring up if they knew you or your family were ready to watch a movie - a nice touch that we enjoyed last year when we stayed here.
I've spoken to the top manager that I could get to at the property, and she is going to be contacting me tomorrow (we are staying here several days) but I wanted to ask: Has anyone noticed this property go downhill? Is it being ill maintained because, perhaps, this may be a property that will go the way of Hawaii and other Ritz Destination Clubs? For what it's worth, the manager said they are extremely short handed and it was a "human error" but I have not addressed the room condition with her yet - and frankly, I have never, ever stayed at any property (including a motel 6) that would just let someone walk right into someone elses room before the actual guest checks in.
Generally, I don't do not post too often on tug or other sites, but I feel so strongly about this and wanted to make others aware of this situation. I've taken several photos of the unit condition and am happy to share and post as well.
If anyone is curious, I'm happy to report the resolution (hopefully there will be one) at the end of this trip.
Thanks for reading, and I hope no one else has this experience here or at any property within the Ritz/Marriott system.