Ritz Carlton St Thomas - Update - No Longer Disappointed

[TravelTime]

Update

Ritz Carlton Has Saved the Day! I requested a room change and they called today offering a new room. The new room is a level higher and does not have a concrete wall blocking the view from the bedrooms. The best part is they will move everything. We do not need to pack anything except personal items that we do not want them to touch. They will pack everything in the closet and drawers as well as transfer all of our food! This is amazing service. I am so impressed! I am thrilled, delighted and wowed. The new room should have less of an obstructed view since it is a level higher. They are moving us on Thursday. Since we are here for 15 nights that will be 11 nights in the new room. We have been hanging out at the pool today. I just asked my daughter if she prefers Hawaii (Ko Olina) or here. She nodded her head to indicate here. I will definitely consider more visits to the resort now. I will update here again after we see the new room.


Original Post

Well, we just checked into the Ritz Carlton St Thomas. They gave us a horrible room on the second floor with very little ocean view and it is set back so that further limits the little view we have. Last time I was here they gave us an amazing 4th floor room with a panoramic ocean view. I do not think I would ever stay here again. They said the owners get the better rooms and MVC members are lower priority ie second class. They asked for my request before we got here. Why ask if they will not honor it. They should have told me then that I would not get what I requested. I asked for a high floor but now they said they could not honor the request. If we ever come back to the US Virgin Islands, I would stay at Frenchman’s Reef or Westin St John. I really no longer like it here. I do not think I would ever stay here again. I understand the rationale of why owners get the better rooms but this has ruined my trip and has not met expectations. I feel like we could be in Miami or something. So why fly almost 24 hours from SFO to come to look at grass and trees. I just thought I would share my terrible review. Later in the trip, I can write a more complete review. I just need to vent.

 

[rthib]

It’s called a request, not a guarantee. They ask because they will try and meet that request but also have a priority of order requests, just like every other resort.

 

[jwalk03]

It’s just that- a request. It is never a guarantee. Sorry you didn’t get a great view this time, but someone has to occupy that room- I guess it was your turn this time. Owners at the resort should absolutely be the top priority- same as it is at most every resort.

I would let it go and just enjoy your vacation. I’m sure there are great views to be had, even if not from your personal balcony.

 

[CalGalTraveler]

Sorry to hear about this. I would be disappointed too. I would think your Elite level would count. Could you request that they move you in a few days?

The Virgin Islands are beautiful. Enjoy what you can.

 

[WBP]

First thought, I think your expectations are entirely unreasonable. All things are not equal, and it is quite common for resorts like The Ritz-Carlton Club, St. Thomas, which was sold as a "private club," for years (by a division of Marriott Vacation Club, operating as "The Ritz-Carlton Club"), to the original purchasers/members, and later turned into another Marriott Vacation Club, timeshare resort. Hence, I can well understand why The Ritz-Carlton Club, St. Thomas members have priority with their residence preferences. Yes, you are a Second Class Citizen at The Ritz-Carlton Club, St. Thomas. It could be worse, you could be a Third Class or Fourth Class Citizen, or you could be staying at a club, nowhere near as nice as The Ritz-Carlton Club, St. Thomas.

I can't imagine what you call a "horrible room?" I wonder if you could post pictures of your "horrible room," residence?

I can well understand how your requests/preferences are just, that, requests/preferences. I'd imagine that a club calling itself "The Ritz-Carlton Club," at least pretends to deliver Ritz-Carlton level/type service, even though the alleged "Ritz-Carlton Club" employees may be Marriott Vacation Club employees, in disguise, and that some, likely substantial effort was made to honor your preferences/requests. In my experience, any visit to St. Thomas is always met with inherent "Island Time" and "Island Dysfunction," and "non-islanders" have to acclimate to that "island" mentality. I'll never forget standing in line at the McDonalds, in downtown Charlotte Amolie; the line, to order, was a LONG LINE (it took us about 25 minutes of standing in line to place our order), and there was a sign on the wall, beside us, that indicated that McDonald's was hiring "energetic," "customer-friendly," employees, for staff roles at that McDonalds. One of the island-locals made fun of that sign, while we were standing in line, he said, "they obviously haven't hired any of them (referring to energetic, customer friendly employees)."

My sense, if your life is so miserable at The Ritz-Carlton Club, St. Thomas, that you "no longer like it there," and that "this ruined my trip and not met my expectations." so much so, that you are not happy to be vacationing on a beautiful island, and at a beautiful, ocean-front club, that there is more to your internalized feelings than having a limited ocean view. I can think of many owners of 2 and 3 million dollar condominiums, in Manhattan, that look out the windows of their condominiums to brick, cement, and maybe even homeless people, who would be thrilled to be looking at "grass and trees," vacationing at The Ritz-Carlton Club, St. Thomas, and to have a limited view of the ocean, while vacationing at a beautiful, ocean-front club, on St. Thomas.

Well, we just checked into the Ritz Carlton St Thomas. They gave us a horrible room on the second floor with very little ocean view and it is set back so that further limits the little view we have. Last time I was here they gave us an amazing 4th floor room with a panoramic ocean view. I do not think I would ever stay here again. They said the owners get the better rooms and MVC members are lower priority ie second class. They asked for my request before we got here. Why ask if they will not honor it. They should have told me then that I would not get what I requested. I asked for a high floor but now they said they could not honor the request. If we ever come back to the US Virgin Islands, I would stay at Frenchman’s Reef or Westin St John. I really no longer like it here. I do not think I would ever stay here again. I understand the rationale of why owners get the better rooms but this has ruined my trip and has not met expectations. I feel like we could be in Miami or something. So why fly almost 24 hours from SFO to come to look at grass and trees. I just thought I would share my terrible review. Later in the trip, I can write a more complete review. I just need to vent.

 

[Eric B]

Well, we just checked into the Ritz Carlton St Thomas. They gave us a horrible room on the second floor with very little ocean view and it is set back so that further limits the little view we have. Last time I was here they gave us an amazing 4th floor room with a panoramic ocean view. I do not think I would ever stay here again. They said the owners get the better rooms and MVC members are lower priority ie second class. They asked for my request before we got here. Why ask if they will not honor it. They should have told me then that I would not get what I requested. I asked for a high floor but now they said they could not honor the request. If we ever come back to the US Virgin Islands, I would stay at Frenchman’s Reef or Westin St John. I really no longer like it here. I do not think I would ever stay here again. I understand the rationale of why owners get the better rooms but this has ruined my trip and has not met expectations. I feel like we could be in Miami or something. So why fly almost 24 hours from SFO to come to look at grass and trees. I just thought I would share my terrible review. Later in the trip, I can write a more complete review. I just need to vent.

My understanding is that owners there own a rotating cycle of two consecutive winter season weeks plus one summer week in a fixed unit. There have been a number of summer weeks showing up in ThirdHome, so no doubt less owned inventory going to MVC from owners. There are likely some other peculiarities with the owners having the ability to make cash bookings within 60 days of check in that results in non-fixed unit usage with priority over MVC for room assignment, but that doesn't seem totally unfair particularly in light of the ongoing disputes between some of the HOAs and Marriott.

When we where there, we had a second floor unit at the North end of the Southern building and found it adequate except for the loud music from the adjacent beach on Sunday. If you're in that building, that would be a great day to take a tour of the island or otherwise not be there IMHO - I don't know if it's every weekend, but found it quite annoying. I nevertheless persisted and managed to quite enjoy my week there.

 

[TravelTime]

My understanding is that owners there own a rotating cycle of two consecutive winter season weeks plus one summer week in a fixed unit. There have been a number of summer weeks showing up in ThirdHome, so no doubt less owned inventory going to MVC from owners. There are likely some other peculiarities with the owners having the ability to make cash bookings within 60 days of check in that results in non-fixed unit usage with priority over MVC for room assignment, but that doesn't seem totally unfair particularly in light of the ongoing disputes between some of the HOAs and Marriott.

When we where there, we had a second floor unit at the North end of the Southern building and found it adequate except for the loud music from the adjacent beach on Sunday. If you're in that building, that would be a great day to take a tour of the island or otherwise not be there IMHO - I don't know if it's every weekend, but found it quite annoying. I nevertheless persisted and managed to quite enjoy my week there.

We are in the 2BR suite on the second floor. I do not like the 2BR suite as much as the full 2BR we had a few years ago. It has a mini kitchen that is hard to cook in and the refrigerator is tiny and it barely has a freezer. The buildings where the suites are located are set back. The other buildings are not blocked by trees. My husband, who is one of the least picky people I know, said the room is kind of beat up. There is also a fairly loud humming sound.

I am not saying it is unfair to prioritize owners. Of course, owners should come first. I just do not think I would stay here again on a DP reservation since MVC members are second class here. I would prefer to stay at a different resort. I heard Frenchman’s Reef rooms all have amazing views. That might be a better choice if you are likely to get a great view.

USVIs used to be my favorite destination. I really think it is losing its charm for me. I fell in love with St John when Caneel Bay was around. I enjoyed our last trip here at the Ritz when they gave us the full 2 BR with the amazing view. But this trip is just not working for me. It took us almost 24 hours to get here. I think going forward we may stick more to Hawaii and other West coast destinations. If I am just looking for a beach vacation, why fly so far if I do not know for sure that it will be amazing.

This disappointing experience is causing me to put on hold any future plans to buy more destination points or anything related to timeshares.

I just want to add that if this room had a view, I would not be disappointed and every other issue would seem minor. I just wish they would have told me when I made the request that it would not be happening. They made it seem like they would give us a high floor with a view.

I think the solution is to get out of the room as much as possible. Normally I enjoy spending time in the room. We are here for 15 nights so I guess I have to get used to this. Another thing they told me is owners can reserve chairs but not people who come using points. So I hope we can get chairs.

 

[CPNY]

Well, we just checked into the Ritz Carlton St Thomas. They gave us a horrible room on the second floor with very little ocean view and it is set back so that further limits the little view we have. Last time I was here they gave us an amazing 4th floor room with a panoramic ocean view. I do not think I would ever stay here again. They said the owners get the better rooms and MVC members are lower priority ie second class. They asked for my request before we got here. Why ask if they will not honor it. They should have told me then that I would not get what I requested. I asked for a high floor but now they said they could not honor the request. If we ever come back to the US Virgin Islands, I would stay at Frenchman’s Reef or Westin St John. I really no longer like it here. I do not think I would ever stay here again. I understand the rationale of why owners get the better rooms but this has ruined my trip and has not met expectations. I feel like we could be in Miami or something. So why fly almost 24 hours from SFO to come to look at grass and trees. I just thought I would share my terrible review. Later in the trip, I can write a more complete review. I just need to vent.

fly to Tahiti next time

 

[TravelTime]

fly to Tahiti next time

We have been to Tahiti twice. I loved it. It is easier to get to Tahiti from SFO than to come to the Virgin Islands.

 

[CPNY]

We have been to Tahiti twice. I loved it. It is easier to get to Tahiti from SFO than to come to the Virgin Islands.

That’s what I figured…. If I lived on the west coast, I’d go to French Polynesia over Hawaii or the Caribbean. I’ll be diving in the Bahamas in July. I hope I haven’t been too spoiled with the Manta in Bora Bora.

 

[GregT]

Hello travel time,

I’m sorry there was not a chance to manage the expectations about this property. I knew that most of the units available through the trust were in building five and six, which are the Suites which have the limited kitchen and are lower floor. The higher floor units have all been sold to Ritz Carlton customers, as have the Villas.

I love this property, however I have traveled there expecting the experience that you have. I can understand that it’s different from what was expected and therefore it is disappointing. But I do love this property because it is such a great location and we benefit from the proximity/amenities of the hotel too.

I hope your week ends up OK, and you make the most of what is available to you.

Best,

Greg

 

[timsi]

I am sorry it is not to your expectations; I hope you will make the most of it.
Maybe last year you got a better unit because the occupancy rate was low due to Covid?

 

[TravelTime]

I am sorry it is not to your expectations; I hope you will make the most of it.
Maybe last year you got a better unit because the occupancy rate was low due to Covid?

We were last here after the hurricane and before Covid. It was June 2019. Maybe occupancy was lower because it was a couple years after the hurricane. I remember the hotel side was not yet open.

 

[TravelTime]

Hello travel time,

I’m sorry there was not a chance to manage the expectations about this property. I knew that most of the units available through the trust were in building five and six, which are the Suites which have the limited kitchen and are lower floor. The higher floor units have all been sold to Ritz Carlton customers, as have the Villas.

I love this property, however I have traveled there expecting the experience that you have. I can understand that it’s different from what was expected and therefore it is disappointing. But I do love this property because it is such a great location and we benefit from the proximity/amenities of the hotel too.

I hope your week ends up OK, and you make the most of what is available to you.

Best,

Greg

I just woke up and the view through the trees is better than it was at night. Not what I expected but it’s still nice. I requested a room change but we are all settled in so I just told my husband we might as well stay in this room. If they do find a higher floor, I will think about whether it is worth moving. I appreciate your feedback because it is reassuring. We have a catamaran sailing trip to St John leaving from here tomorrow. I hope that is as amazing as I expect. I have high expectations so I need to lower them so I get delighted instead of disappointed. So for tomorrow I should just expect an okay trip and if it is better, then I can be amazed.

 

[Dean]

Well, we just checked into the Ritz Carlton St Thomas. They gave us a horrible room on the second floor with very little ocean view and it is set back so that further limits the little view we have. Last time I was here they gave us an amazing 4th floor room with a panoramic ocean view. I do not think I would ever stay here again. They said the owners get the better rooms and MVC members are lower priority ie second class. They asked for my request before we got here. Why ask if they will not honor it. They should have told me then that I would not get what I requested. I asked for a high floor but now they said they could not honor the request. If we ever come back to the US Virgin Islands, I would stay at Frenchman’s Reef or Westin St John. I really no longer like it here. I do not think I would ever stay here again. I understand the rationale of why owners get the better rooms but this has ruined my trip and has not met expectations. I feel like we could be in Miami or something. So why fly almost 24 hours from SFO to come to look at grass and trees. I just thought I would share my terrible review. Later in the trip, I can write a more complete review. I just need to vent.

For others I think there are lessons to be learned. Basically to investigate prior to committing and hope for the best but except the worst. I do think it's important to make requests but they should be reasonable to have a chance of success. I'm not saying asking for a high floor is unreasonable but asking for too much or too many variables often leads to disappointment because when they can't satisfy the entire request they may not know what the priorities are (general statement, we don't know the specifics of your request). What you describe is c/w what I would expect at any MVC resort assuming they matched the reserved option (non II).

 

[TravelTime]

For others I think there are lessons to be learned. Basically to investigate prior to committing and hope for the best but except the worst. I do think it's important to make requests but they should be reasonable to have a chance of success. I'm not saying asking for a high floor is unreasonable but asking for too much or too many variables often leads to disappointment because when they can't satisfy the entire request they may not know what the priorities are (general statement, we don't know the specifics of your request). What you describe is c/w what I would expect at any MVC resort assuming they matched the reserved option (non II).

Yes I agree. The view is nicer in the morning. My new philosophy is exactly what you have said. Expect the worst but hope for better than the worst, maybe not even hope for the best. Then I will be wowed and delighted to get more. My husband says the view is nice. He never has any expectations so he is always happy no matter what. It is nice to be married to a mellow guy. He balances my perfectionistic nature. About 10 days before the trip, I called and made the request. I asked for a high floor and nothing more. I think that is an okay request. Just disappointed that they implied I would get it when they probably new it would not happen.

 

[PaulaC]

I just woke up and the view through the trees is better than it was at night. Not what I expected but it’s still nice. I requested a room change but we are all settled in so I just told my husband we might as well stay in this room. If they do find a higher floor, I will think about whether it is worth moving. I appreciate your feedback because it is reassuring. We have a catamaran sailing trip to St John leaving from here tomorrow. I hope that is as amazing as I expect. I have high expectations so I need to lower them so I get delighted instead of disappointed. So for tomorrow I should just expect an okay trip and if it is better, then I can be amazed.

I know it is disappointing to have your expectations crushed by this reality, especially when you are comparing this trip to a previous vacation experience. However, with the vacations that were canceled during the past couple of years, we are seeing the resorts full now, including owners coming back to their home resorts. This means that point owners are fortunate to even get a room. Please try to relax and just enjoy your vacation.

 

[Mlvnsmly]

Are the 2BR villa and 2BR suite different bookable room types, or do you just get one or the other based on availability?

 

[Dean]

Yes I agree. The view is nicer in the morning. My new philosophy is exactly what you have said. Expect the worst but hope for better, maybe not even hope for the best. Then I will be wowed and delighted to get more. My husband says the view is nice. He never has any expectations so he is always happy no matter what. It is nice to be married to a mellow guy. He balances my perfectionistic nature. About 10 days before the trip, I called and made the request. I asked for a high floor and nothing more. I think that is an okay request. Just disappointed that they implied I would get it when they probably new it would not happen.

I tend to look at these things more from a resort and company lens than most do. It's likely the person taking the request would not have known that information and thus would not have been able to give you feedback. Even if they had known with relative certainty your request was not likely to be able to be met, I doubt they would have said anything. I'm sure they've had enough encounters on room assignments to know that people are often argumentative in that area and thus avoid any conflict when they can. Do you know the % of owner vs exchangers (a pts reservation is an exchange) for this week?

 

[CalGalTraveler]

Did MVC list the room as having a limited kitchen and partial view? It is surprising to have a limited kitchen in a 2 bdrm unit, however that may be the way Ritz rolls for residences.

We stayed briefly at the Ritz Residences Kapalua on Maui after a stay at WKORVN. I applied extra Bonvoy points to get the residences instead of the hotel. Although the room and view were very nice, the limited kitchen was difficult to use. Only a 2-burner unvented stove and a convention/microwave combo. I had the entire family on this trip. I don't think the kitchen had ever been used before. We didn't have access to BBQs. If it had bbqs to cook meat we would have been fine.

The grounds and pools at the Ritz were amazing. I liked how they had a concierge at the pool to help you find seats. Not crowded and no chair hogs. We enjoyed our visit but next time would simply stay at the hotel with 2 and eat out or go elsewhere with the family and save the money.

Can you buy Ritz Residences resale? If so, where?

 

[Pamplemousse]

Did MVC list the room as having a limited kitchen and partial view? It is surprising to have a limited kitchen in a 2 bdrm unit, however that may be the way Ritz rolls for residences.

We stayed briefly at the Ritz Residences Kapalua on Maui after a stay at WKORVN. I applied extra Bonvoy points to get the residences instead of the hotel. Although the room and view were very nice, the limited kitchen was difficult to use. Only a 2-burner unvented stove and a convention/microwave combo. I had the entire family on this trip. I don't think the kitchen had ever been used before. We didn't have access to BBQs. If it had bbqs to cook meat we would have been fine.

The grounds and pools at the Ritz were amazing. I liked how they had a concierge at the pool to help you find seats. Not crowded and no chair hogs. We enjoyed our visit but next time would simply stay at the hotel with 2 and eat out or go elsewhere with the family and save the money.

Can you buy Ritz Residences resale? If so, where?

I’ve been searching around for a way to use my points and was curious so I took a look-
On the MVC site it does show floor plans for 3Br residences, 2Br residences and 2Br suites.
And when you book with points it lists the room types and tapping on them brings up the floor plan.
It says kitchenette for the 2Br suite.
It doesn’t give a choice of view, which I believe is what OP is most disappointed about.

 

[pedro47]

Well, we just checked into the Ritz Carlton St Thomas. They gave us a horrible room on the second floor with very little ocean view and it is set back so that further limits the little view we have. Last time I was here they gave us an amazing 4th floor room with a panoramic ocean view. I do not think I would ever stay here again. They said the owners get the better rooms and MVC members are lower priority ie second class. They asked for my request before we got here. Why ask if they will not honor it. They should have told me then that I would not get what I requested. I asked for a high floor but now they said they could not honor the request. If we ever come back to the US Virgin Islands, I would stay at Frenchman’s Reef or Westin St John. I really no longer like it here. I do not think I would ever stay here again. I understand the rationale of why owners get the better rooms but this has ruined my trip and has not met expectations. I feel like we could be in Miami or something. So why fly almost 24 hours from SFO to come to look at grass and trees. I just thought I would share my terrible review. Later in the trip, I can write a more complete review. I just need to vent.

things are changing in the system

 

[dougp26364]

Your probably expect preferential treatment when you stay at a resort you actually own. I know I do.

The Ritz owners paid well over six figures for their ownership week. I fully understand Ritz owners getting priority for room/view assignment.

When we stay at a Ritz as a Marriott owner, I know as a Marriott owner, even as a chairman level owner, I’m still below even the lowest Ritz owner. Second class? Maybe, but I accept that anytime I’m staying in a system I don’t actually own. I own in the Marriott system, so I expect unit placement to reflect my ownership status as a chairman level owner. I’ve spent considerably more money than a standard owner. The only time I expect a standard owner to get preferential unit assignment is when that owner is staying at their home resort during their purchased season. They own at that resort and pay all their MF’s to that resort. Even as a standard owner I expect them to get preference over me as a chairman level owner. Likewise when I’m staying at one of my deeded h8me resorts I expect preferential unit assignment over all others except other owners staying on their home resort week.

Thats life as a timeshare owner. There is ALWAYS a pecking order. We’ll stay at Ritz properties for the Ritz level of service, which is outstanding. When we value the view more, we’ll stay with Marriott. I think you just figured this out

 

[TravelTime]

-

 

[TravelTime]

@Dean @CalGalTraveler @dougp26364 @pedro47 @Pamplemousse @Mlvnsmly @PaulaC @timsi @GregT @CPNY @WBP @GregT @Eric B @rthib @jwalk03 @rthib @rickandcindy23

Please see my update in the original post.

I appreciate everyone’s feedback. I am delighted with the exceptional service of the Ritz Carlton St Thomas and the outcome. I am sure the new room will be perfect. I was happier this morning even before they called me. Everyone’s feedback helped me re-set expectations and that was extremely helpful.