Re: Complaint Regarding The Ritz-Carlton

type+complaint+here

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I have fax it to the company yesterday

Re:=C2=A0 Complaint Regarding The Ritz-Carlton

New York, Battery Park

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On May 19, 2007, I got married to my husband, Casey Kobi, at Bayard=E2=80=

=99s in downtown Manhattan.=C2=A0 The wedding party and many of=C2=A0 our fr=

iends and family stayed at The Ritz-Carlton New York, Battery Park.=C2=A0 Ev=

erything about that weekend was great but for our experience at your hotel.

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Without getting overly detailed, (i) the accommodations were disappointing,=20=

(ii) the service was bad, (iii) I think we were double charged for at least=20=

one room, and (iv) certain employees were rude and made us feel uncomfortabl=

e and unwelcome.

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We booked a harbor view suite on a high floor, and we were given a suite on=20=

a low floor with only a partial harbor view.=C2=A0 After, repeated requests=20=

to change rooms, we were moved to the same partial harbor view suite on the=20=

eleventh floor.=C2=A0 We live in the city and months before the wedding, we=20=

went down to the hotel and looked at and requested a harbor suite on a high=20=

floor.=C2=A0 You can imagine our disappointment when we were given a suite o=

n a low floor with a poor view for our wedding night.=C2=A0 Our apartment inthe city has a better view.=C2=A0

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When selecting the hotel for our wedding, we visited many hotels in southernManhattan.=C2=A0 We selected the Ritz-Carlton because of the level of servi=

ce you are known for.=C2=A0 While some of the employees at your hotel were v=

ery good, others were rude and quite pretentious.=C2=A0 We live and work in=20=

Manhattan, we are not tourists and we did not deserver the pretentious attit=

ude of some of your staff.=C2=A0 No guest deserves such treatment and its to=

tally uncalled for.

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The hotel knew that we were getting married.=C2=A0 We had been communicatingwith them for weeks in advance, and they did not do one special thing for u=

s.=C2=A0 No flowers in the room, no champaign, nothing.=C2=A0 Not even on ou=

r wedding night when we returned to the room.=C2=A0 I had a hard time even g=

etting a mirror in the room to get my hair done.=C2=A0 I am not asking to bepampered, not even close.=C2=A0 But at least make us feel welcomed.=C2=A0 W=

hen we asked for the smallest thing, the hotel staff made us feel like we sh=

ould feel lucky that the hotel staff is going out of their way for us.=C2=

=A0 Even when we were changing rooms, the staff would not call us when the n=

ew room was ready=E2=80=A6they asked us to keep checking back periodically.

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When checking out of the hotel and leaving on Sunday, we had to carry our ow=

n bags to the car while a number of bellhops and employees stood around talk=

ing.=C2=A0 It was shocking that the cab driver got out of the car to help uswhile your hotel employees watched us carry our bags down the steps.=C2=A0=20=

The point is not that we had to carry our own bags, we are totally capable,=20=

it=E2=80=99s the attitude of your staff and the unwelcoming feeling.=C2=A0

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I have enclosed our bill for the weekend, which is hard to follow.=C2=A0 At=20=

the end of the month, there was an additional charges on Casey=E2=80=99s cre=

dit card.=C2=A0 For what I am not sure because we were told that we were com=

pletely settled when we checked out.=C2=A0 I think we were inadvertently cha=

rged $870.23 on Casey=E2=80=99s credit card.=C2=A0 I have enclosed the Ameri=

can Express statement also.=C2=A0

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Finally, and probably the most unnerving thing, was how the hotel staff trea=

ted us on Monday when we came back down to the hotel to pick up some things=20=

that I had forgotten in the room.=C2=A0 We had to wait in the lobby for morethan one hour for someone to bring us a few small items that we forgot in t=

he hotel room.=C2=A0 There were hotel employees all over the place, and we w=

ere repeatedly told that someone would be right with us.=C2=A0 I really feltlike we were being intentionally ignored.=C2=A0 At one point we were told t=

hat everyone was busy assisting other customers, which was obviously not tru=

e because we saw employees at the desk not helping anyone.=C2=A0 I could notunderstand why it would take over an hour for someone to bring us a few sma=

ll items we forgot in our room.=C2=A0 This just exemplified the quality of s=

ervice that we received all weekend.=C2=A0

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This was an all around bad experience for us and I feel that this letter jus=

t scratches the surface of our poor experience at your hotel.=C2=A0 I am hap=

py to discuss these issues in more detail.=C2=A0 Thankfully, we had a great=20=

wedding and enjoyed the time with our friends and family and it is easy for=20=

us to overlook the Ritz-Carlton=E2=80=99s poor performance.=C2=A0 However, i=

t will not go unnoted and it will be some time before we turn to the Ritz-Ca=

rlton for a special occasion or experience.=C2=A0

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We went to Hawaii on our honeymoon and stayed at the Four Seasons Resort Mau=

i at Wailea and the Four Seasons Resort Hualalai.=C2=A0 Our experience at th=

e Four Seasons was excellent and the service was great.=C2=A0 We are on yourmailing list and we see many of your advertisements, and I will tell you fi=

rst hand, that your service is not in the same class as the Four Seasons=E2=

=80=99.=C2=A0 I am very disappointed with the Ritz-Carlton.

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Respectfully,

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Orly E. Kobi

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Enclosures

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