The Ritz-Carlton, Turks and Caicos

My husband and I recently visited the Turks & Caicos and we stayed at The Ritz Carlton there and I cannot believe it is a RItz Carlton. I have to say it was one of the worst experiences we had from check-in to check-out. We are gold members and our status was not recognized at all, not even the usual "thank you for being gold members or thank you for your loyalty." When we mentioned it to check-in staff, he very rudely stated that all the benefits are based on availability and nothing is available. We were not told about the hotel or shown to our room as other guests were. The hotel itself was very cheaply done for a Ritz Carlton (we have stayed at multiple Ritz Carltons and this one does not even compare); the rooms were large but very cheap looking (finishes were not luxurious); just not what you expect when you pay over $1000/night for a room and certainly not Ritz Carlton quality. We also went to the spa, which was so small and looked like a gym room that was refaced as the spa. Again not something you would see at a Ritz Carlton. The staff was unfriendly everywhere except the spa and the BLT Steakhouse. The food in all the restaurants, except the BLT Steakhouse was bad and very expensive (I got charge $9 for half of a small avocado on my vegetarian salad)! We had a dangerous incident on the beach involving several guests and only 1 guest was attended to for help. No one even asked the rest of us if we were ok or needed any help.....NOTHING and there was beach staff just standing around doing nothing. We asked to speak to the manager twice throughout our stay and was told he was in a meeting the first time and would reach out to us and the second time we spoke with a "Supervisor" and she stated she would relay message to manager and he would reach out and needless to say we did not hear from him the entire trip. Then as we were checking out, he just happened to be there and asked how are stay was. We told him about our awful experience and how we tried speaking to him throughout our stay and he never got back to us. He proceeded to state he was never made aware of the issues by his staff, which I find very hard to believe. He then proceeded to tell us that he would refund us 1 night stay and give us 75,000 points. It has almost been a week since our stay and we have yet to receive either. My husband has again reached out to him twice regarding this and in true fashion he has stated he will be doing it and again nothing has happened. The only positive thing I can say about this hotel was the location; right on the beautiful beach and walking proximity to the little town. This wasn't our first choice of places to stay in Turks for this trip and I wish we would've stayed somewhere else. This was very disappointing experience and management and staff is in need of major improvement. I would not recommend this hotel to anyone, nor would I ever stay here again. It really makes feel like Marriott is lowering there standards for The Ritz Carlton, makes me second guess whether I would stay another Ritz Carlton. Read less

We had a great experience! We felt that the staff was attentive, friendly and helpful. We never had to wait long for a drink by the pool. I loved the size of the resort, not too big but great options for dining. Also, it's in a great location so you can walk to other shops and restaurants. Our room was beautiful, with a balcony and ocean views. The casino is small, but we weren't planning to use it. Read less

This is unequivocally not a 5 star standard hotel and definitely not on the “Ritz” level of food or service. When spending the amount a night this hotel charges you expect a certain level of service, which this hotel far from provides. The staff (not all of them, but most) were very rude and rarely could find one to get a drink or order food by the pool. Anytime we needed anything it was like we were an inconvenience to them. The rooms were on a scale of a Courtyard Marriott than a Ritz, for the hotel to only be a few years old was surprising because the rooms looked older. We ate dinner one night at Casa Nonna which was just okay so we ended up cancelled the reservation we had at the steakhouse on property. There are so many other places to stay for a lot less money, I would save my money and find somewhere else. Read less

This is by far my favorite vacation destination. My auntie sheryl and i love coming here monthly to annually. Not only is the water turquoise and warm, but the pools are luxurious and clean. The club lounge staff go above and beyond to attend to your every need. This is my favorite club lounge Ritz Carlton I have been to because of how clean the outdoor balcony is and the pour yourself bottles. They have the BEST bread pudding, espresso martinis, and margaritas. Specifically, Nadia, Carolina, Janiel, and Sarhan, the manager, are welcoming, genuine, unique characters who will scream and laugh with you. Melquiana the cleaner on the 9th floor is so kind and beautiful. She is truly amazing. Jean mark is one of the island’s natives who works as the door man. He will give you the best advice on all the best local places and introduce you to amazing people. Jimmy and Keno the pool guys are incredibly sweet and helpful. They will jump in a heart beat to set up your chairs with towels, get you sunscreen, and bring you the most delicious Miami Vices. All in all I would recommend anyone to come stay here. There is no where else in the world quite like it. Read less

While the location is convenient and hotel new there are three sets of problems with this property: design, service, and guests. Rooms are fine - comfortable beds, great balconies, mini fridge. Bathrooms were not great - shower door leaked all the time and bathroom vanity felt cheap. Grounds are fine but not as opulent as other hotels in the area (grass was brown in spots). As others describe no one will go out of their way for you here and if they do something, they awkwardly expect a tip. Half way through our trip the mini chocolates were no longer left at turn down, beach attendants expect tips to set up towels but don’t pick up trash left by others around beach chairs. The biggest issue are some of the guests this hotel attracts. During our week about 15-20% guest were unbearable: a group of 5 aggressive young women played their own hip-hop music loudly and lit up a giant joint on the left side of the beach while on the front row of chairs. They ordered beach drinks so I assume they were guests. No one from the beach staff told them to cut out their behavior. Loud boomboxes was a recurring issue as were guests from other hotels that used the chairs. Only one day did someone ask our room numer and last name but they did not have anything to verify against. Hotel hosts frequent corporate events which brought in loud, annoying, ready to party yuppies around the small adult pool. Not a great place to fully unwind for the price tag. Read less