Great Location Lousy Management - The Ritz-Carlton, Lake Tahoe Truckee - Trade Reservierungs
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🤮 1/5 - Great Location Lousy Management
By 👻 @carolab66, 02/17/2023 3:00 am
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The hotel rooms were very nice as you would expect from a Ritz Carlton--not overly grand but nice. The only reason I give it even 1 star is the location. The breakfast buffet was very good (and expensive) but the service was lacking--perhaps another "staff shortage" issue faced by the service industry? But when paying Ritz prices one would expect more. I would like to note that Chef Ulysis was great-and made the best jam. After spending over 5K for the room and another 1K on incidentals PLUS $55.00/day resort I was not even allowed to use the spa hot tub--even though my husband had paid for a Spa service- and I had tried to book a massage but they had no time convenient for me-When asked why the resort fee didn't cover the spa the manager told me there were "resort services" I was allowed to use --she even pointed out that I was "allowed" to use the retail store at no charge--EVEN though you do not have to be a guest to go and use the retail store--what a ridiculous statement We had wanted to check out one day sooner than originally planned (we had pre-paid our stay) and when we asked the manager she said that if we had booked directly with them they would be able to do something but we could try the 3rd party booking agent. We then contacted Amex (who we booked through) and Amex said they did not have a problem amending the reservation if the hotel would allow it--so Amex contacted the hotel but was told that they would not refund an early departure ----so I went back to the manager, since she said if the 3rd party was amenable they would be--another manager, Sara Taylor, specifically told me that only Amex could alter the reservation and that is "in their terms and conditions"--so went back to Amex and after 45 minutes of Amex trying to get the early departure refund--was told that the Ritz would not allow it. I spoke to Sara Taylor and told her that if she would just have said the hotel was not willing to refund the early departure I would have not wasted anymore time on it--but she clearly indicated that it was up to Amex--which it was not. She only had to own up to a policy that was in place knowing that I may not like it--I would much rather have had an honest statement instead of a run around. I will never stay at this hotel again --and will probably never stay at a Ritz again.
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