The Ritz-Carlton Hotel Company

We recently stayed at the above property 10th Feb for two nights. We booked through American Express. I would very much like someone to contact me in order to explain the appalling standards that we received. This is in fact the second time I have reached out to customer services with no success. I have plenty of photographic evidence of the poor standards that we experienced, the attitude of the front desk person and the other blunders that occurred during our holiday.

We booked a table for 6 for the Mother’s day Brunch in the ball room of the Ritz Aruba. We arrived on time at 11 am and were exitedly excorted to Table 1 (the best table) by a very energetic hostess. To her (and our) surprise, table one (a table for 6) was already occupied by 4 guests ( problem 1). An official complaint was verbally communicated to the gentleman on duty at the time (cant recall his name). But he was the representative to come when asked to voice a complaint… There was more than enough room at the time to assign us another table for 6 and resolve your mix-up afterwards, but we were made to wait while a table was quickly thrown together in front of us. (problem 2) We had the only table with a white table cloth and last minute white chairs that were not even whiped down before we sat. (problem 3) The first empty plates that were retrieved from the table by a server caused sauce to spill on the white table cloth and a white clean dinner napkin was placed over that spot. The music was nice, and the food was excellent. At the end of the brunch we received 2 checks for our table of 6. 1 check for 6 people ( @$ 65.00 p.p.) and one check for 4 people. We assumed that the both checks were meant for our table of which the 1st one was a regular one, and the second one was a revised version comping 2 brunches as an apology for the mix-up etc… To my suprise we were informed that a wrong check was placed at our table (problem 4 or 5?) and the same gentleman that came to take the complaint at our table informed us that the check for 6 was ours… but my suprise was his explanation: He explained to us that the thrown-together table (after seating another group at our Table 1) was actually part of the set-up of the ball room and; hence he did not see a problem with the seating or mix up (problem 6?) So the last minute table (only one with white linnens and no number) with dirty white chairs were part of the set-up. Needless to say, that comment topped-of our experience with the RC Mother’s Day brunch in Aruba. We again shared the overall displeasure and he ended up comping 2 brunches to “keep us happy”. No accountability but to keep us happy. The reservation was under the name: Ricky Beaujon – table for 6 which was Table # 1 Cel nr. 594-5564 Aruba [protected]@yahoo.com desirable resolution? That is a unique challange to every luxury brand in the business and I am sure our issues is minor compared to others…but I have no idea. Kind regards… Ricky Beaujon