There are so many other excellent choices in NYC that this hotel is not even worth of consideration. I'm a frequent business traveller. I had never, in 15 years of extensive travelling, such a bad experience in a Hotel.
After three days of hoping over different time zones, I checked in late at night at this Ritz Carlton in a hope of a good five star treatment. At 6:20am I suddenly woke up with somebody barging into my room shouting "security, wake up". When complained, the person left to wake up somebody else at another room. After I received a letter of appologies for entering the wrong room and a gift card.
In the afternoon, I decided I had it with bad manners of other staff and asked to switch to the other Ritz Carlton in town, and mentioned that I had insect bites. This triggered a forced and rude request for changes of room " for your own protection, since we have a very serious protocol in the case of suspicion of bedbugs". A lot of concern for the hotel health standing, very understandable. What it was totally unacceptable was that they showed no concern for me as an individual. Where is the human touch?
Finally, to crown a second day of mistreatment, when I tried to sleep over the second night, the alarm speakers of the hotel started screaming "attention, attention!!" at 11:30pm, depriving me of a second night of sleep. Again, the explanation was that there was a good reason for this problem and the alarm was for my "own security", although was probably a false alarm, since nothing happened afterwards. But again, who in his right mind would like to pay for a stay that feels like a torture chamber rather than a five star experience.
At the end of the stay, a Manager called me to listen to my story and promised me to think of an additional way to make up for it. I'm still waiting for him to call me back.
Yesterday I got a call from the Insurance Claim department at Marriott (see, not from Customer Relations at Ritz Carlton, showing the concern about protocol, not customer satisfaction) telling me that an independent search found no bedbugs. Good to know. A terrible but bug-clean stay. Beware, there are two Ritz Carltons in NYC, the good one is the Central Park one!
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