As a native New Yorker who was displaced due to a flood in my apartment, my family and I had to stay at a few hotels in Manhattan for a total of five weeks before we could move back into our own place.
When we travel for vacations ( which we don't usually do in our own city) we normally stay at the best hotels. Especially in capital or large cities. We have been very lucky to have stayed at some of the most luxurious properties but, clearly, i am a tourist in all the cities except in New York. It was a strange experience. And I tried to see this hotel from the perspective of knowing Manhattan inside out and as a tourist from out of town. (I often don't end reviewing on tripadvisor as often as I should so I do apologize to all of you who are so faithful about reporting back.)
We needed a two bedroom suite. We wanted a Central Park-facing suite. They had no two Bedroom suites, per se: but we were offered a one bedroom Central Park suite with a deluxe room right next to it,although it did not connect. The room was for our 12 th grade daughter so she was okay on her own but I would have preferred an arrangement where we could have all been in one suite.
The suite was large...that is the living room and the bedroom in the one Bedroom suite facing the park. Lots of windows. The connecting deluxe room was dark and faced Sixth Avenue. You could sneak a peak of the Park but it was a dreary room and not that large. For an expensive deluxe room I felt it was not nearly nice enough.
Even for the suite: The decor was really not very stylish in my opinion. Ritz Carltons generally are very traditional in decor. Lots of gold and swagged draperies. Lots of brocade and fringe. It really seems very dated and not especially clean at all.. A number of their properties have become sleeker, and it's certainly not that I prefer minimalist style. But I feel if you are going with elegant and traditional it should be more authentic, with first class fabrics and well-planned decor: it should definitely not be cheesy and the Ritz Carlton felt cheesy and unfashionable. The suites we occupied at the St. Regis during this stint away from home were much more elegant in every way. Night and day....and service as well. This Ritz Carlton just seemed the right side of shabby....barely. And the Housekeeping was just uninspired. Finger marks on glass tops that serve as furniture protectors, grimy dust in corners people don't usually look in, dirt around switch plate covers, sheets tucked in very sloppily, wrinkled and rumpled. And dirty windows really hampered that amazing view that so many visitors come to see and enjoy.
As a tourist, I could see loving the Ritz Carlton because the view is fabulous. However, one unfortunate drawback that is not the hotel's fault is the odor from the horses directly opposite the hotel. The carriages and horses line up in a long, long line and the smell wafts directly into the hotel. Please, do not open the windows under any circumstances because the smell from the horses across the way is unbelievable! New York really does not smell like horses and their own "waste". The city has been very vigilant that the carriage drivers keep things very sanitary, but the smell is just over the top no matter how scrupulously clean the streets are kept.
We really loved the Club Lounge. Sadly, it seems that one must stay on a Club Floor to really be able to count on great service. Trying to jostle for a spot in the bar or a table in the casual eating area is really unpleasant. And the only place at the Ritz Carlton where the service is truly personalized is in the Club Lounge. And the complimentary food and drinks are just so nice to be able to enjoy.
As a native of Manhattan, I would like to say that Central Park South is not, in and of itself, a great street. It seems as if it would be because of its proximity to the park, Carnegie Hall, the Plaza, breat stores and even Lincoln Center. But Central Park South is especially very touristy. Plus, because it is the last street before the Park, there are no buildings opposite the hotel to keep that side of the street spotless and really inviting. In New York each building is really in charge of maintaining the decorum and cleanliness of its own sidewalks. . A lot of nonsense and noise can just happen across the street, outside the Park, even if it's just scads of trinket stands and some really unruly, noisy groups of people now and then. I would hope the revelry or whatever would never affect the experience of those of us staying at the hotel. But I was bothered by loud crowds late at night, for example.
That is definitely, without question, not the fault of the hotel, so I would never blame the hotel. I'm just saying there are better locations. And very close by. In fact the Ritz Carlton is in a very convenient location as a base for sightseeing and shopping but you dont need to stay on that slightly seedy street to have all the advantages of the location. But you pretty much do have to stay there if you want that amazing view. (there are a few other hotels with similarly great views but they may be more expensive for the premium of the full-on Central Park view.
What the hotel is at fault for, in my experience, is very poor service Ina number of areas. Compared to other five star luxury, full service hotels in Manhattan, the front reception staff is rude and they do not even pretend to be happy to see you. They act neither elegant and poised or friendly and competent. They are easily exasperated for no reason. They do not extend themselves beyond whatever it is they must actually be doing in order to keep their jobs. I checked in and out twice during our five weeks (they couldn't accomodate us for one long stay, we had to keep switching). And only after a great deal of exasperation and bad attitude did I insist on speaking to a manager. She was very apologetic and sent us complimentary champagne, but I would rather have had good service.
Housekeeping was definitely hit or miss, which is not acceptable in this level of hotel. Only after the aforementioned manager flagged us as "VIP" guests (for whatever reason) did we get personal attention from housekeeping, room service, and even the host at the bar started to acknowledged us by name and "found"seats for us, etc.
All in all, there are so many excellent choices in Manhattan in the same price category and in the same type of luxury class that are better located, have much more professional and customer-centered service.
I can understand that it has a special location because of its famous view into Central Park. But you are giving up a huge amount of service and quality of accommodations, food and all around decor and ambience as well as actual location for that view. I stayed at four other hotels of the same calibre and price during that time, all within the same basic area. This one, this Ritz Carlton, by far, had the least to offer in every aspect.
A few "buts"....For example,....the Club Lounge was really, really nice, and a welcoming place to relax. Also, the gentleman from housekeeping who would make up the sofa bed for my son every evening worked very hard and was proud of his hard work and was extremely friendly.
. We met nice people in the Club Lounge who were visiting New York and it was fun to have nice people to chat with. I just felt sorry for the out of town guests who were not getting treated as well as possible, especially if they were not on the Club Floor. In my opinion, they were not getting great advice from the concierge, etc.
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