SG
Google
The entire experience at the Ritz-Carlton Las Colinas was disappointing and far below what you would expect from a hotel of this caliber. From the moment we arrived, it was clear that the property is poorly managed and not operating at true Ritz-Carlton standards.
At check-in, there was only one staff member working the desk, and despite just one person ahead of us, it still took 15 minutes to check in. There was no apology for the wait, no acknowledgment of Marriott status, and none of the amenities or courtesies that typically accompany status, such as a simple offer of late checkout.
The lack of dining options was also unacceptable for a luxury property. Only one restaurant was open for lunch, and we had dinner plans there for later so naturally we didn’t want to dine at the same place twice on the same day. The lobby bar was closed for afternoon tea, even though the bar itself was completely empty and all the tea guests were seated at tables. This was on a Saturday, when full operations should be expected. We ultimately had to walk across to a sports grille because the hotel could not provide a single on-site dining alternative besides room service.
To make matters worse, when we tried to adjust our reservation at Knife Italian at 2:30 PM, no one was available to even answer the phone or make changes. It is unbelievable that a signature restaurant at a Ritz-Carlton has no staff present in the middle of a Saturday afternoon.
And topping it all off, the spa prices listed on the website did not match what we were actually charged, with no fine print indicating that prices might change. Instead of acknowledging the issue, the staff gave excuses and took no ownership.
Don’t let the Ritz branding fool you. The service, operations, and overall guest experience here were completely unacceptable. This property is not meeting the standards guests expect and pay for, under the Ritz-Carlton name.