URGENT REQUEST FOR Mr Herve Humler CEO
Dear Mr Herve Humler CEOA friend is currently staying at the Doha Ritz Carlton. She had a 3 night stay booked.As you are probably aware, missiles are currently being fired and there have been a number of explosions. The country is at risk. No flights are allowed to leave.Unfortunately she has been forced to stay on.She cannot afford the Ritz rates going forward. I would have thought your organisation would go out of their way to help. A woman on her own, in a frightening situation and all you can offer is a £20 per night discount. It’s very poor. There is a war situation, who knows how much at risk everyone is. It’s certainly not a time to be looking for or switching accommodation when you’ve been told not to leave the hotel. I would think it’s unlikely you will receive any more guests for the time being. So surely you can help?!
UK Customer
Lost benefits
Their branded card had good benefits. But they have now downgraded the lounge benefits from unlimited guests to 3 without changing their fees or adding anything. At a minimum, they should upgrade the membership tier to Platinum to make up for these lost benefits.
Tejas Mehta
I gave them one because I had no option…
I gave them one because I had no option to give a rate of zero!Where do I start, first I was given food that was fried frozen and black on the inside.I also had the worst waitress ever! She put us as a group with the women we sat next to and did not know, and said we could not pay separately, because we were together and would have to itemize the bill ourselves! The manager had no good excuse as to why we were being treated the way we were!J was given a drink with the amount of a shot and charged $25, when asked why i was given a smaller amount and glass verses the others drinking the same drink I was told because I didn't want any salt or sugar on my rim.Unacceptable! The menu's were filthy with stains and residue on them! Why make an effort to be so classy when yor so dirty and down!I was charged g armed $60 to get out the parking garage when I should have paid $10, smh
Monica McFadden
Total disappointment
We visited the Ritz-Carlton Dubai for afternoon tea on the terrace on January 1st, hoping to start the year on a high note. Unfortunately, the experience was deeply disappointing and far below the standards one expects when paying premium prices—especially from a brand like Ritz-Carlton.Despite the terrace being nearly empty (no more than three other tables), service was practically nonexistent. We repeatedly had to go inside to ask for a waiter just to place our order or request basic assistance. No one asked about allergies or dietary restrictions, which is unacceptable at this level. When we asked the waiter to explain the savoury items, he had no idea what they consisted of. We are pescatarians, yet this was clearly not taken into account.Even after pointing out to the manager that we were not being checked on, the situation did not improve—in fact, it worsened. Water was placed on the table but never poured. Drinks, including the bottomless sparkling wine, were only refilled when we actively tracked someone down. There was no attentiveness, no anticipation of needs, and no sense of hospitality.When the food arrived, the presentation was rushed and poorly explained. The waiter could not identify the sauces and said he would check—but never returned with the information. Desserts were brought without asking whether we were ready. By the time we reached the scones, they were cold and rock-hard, and the tea had gone completely cold as well.After numerous complaints, we asked for the tea to be reheated. The scones, however, were not. At that point, we gave up trying to receive even the most basic level of service. Our water bottle remained almost full the entire afternoon—no one refilled it. Much of the food and dessert was left untouched.To make matters worse, I became unwell after eating the lobster sandwich. Even after informing the staff that I wasn’t feeling well, nothing was offered beyond a vague “What can we do?”—with no follow-up or concern.When we finally asked for the bill, it took an unreasonably long time to arrive. Upon speaking again with the manager and explaining everything that had happened (despite having already complained multiple times), his response was simply: “What do you want me to do?”—an astonishing reply in any hospitality setting, let alone a Ritz-Carlton.The only person who showed professionalism was Tran, another manager, who eventually understood the situation and kindly offered us a complimentary tea while we waited for our taxi.I am a loyal Ritz-Carlton guest and have always had exceptional experiences in London and the U.S. This experience was the complete opposite and does not reflect the Ritz-Carlton brand in any way. It was disorganised, inattentive, and frankly embarrassing.What should have been a beautiful start to 2026 turned into a complete disaster. The team (including the managers, apart from Tran) urgently needs proper training in basic service and hospitality. This was a total disappointment.
Tsvetelina Stancheva
Building on the wildlife migration…
Building on the wildlife migration corridor is a NO.
KEFA OKOTH
A hotel that has no regard for wildlife…
A hotel that has no regard for wildlife has built structures right at the wildebeest crossing, disrupting their natural movement. Workers are even seen chasing them away. This migration is one of the wonders of the world — yet it’s being threatened by greed, corruption, and impunity of the highest order. This must be condemned and stopped.
RelaxationMindfulnessLifestyle
Bullies and No Ethics.
Ive stayed in one of your hotels before, but never again. You're bullying tactics by silencing the Masai Elders who are trying to protect the migration trail at the Mara river in Kenya, where you have built one of your crappy hotels right in the middle of it. You disgust me with your greed and lack of morality and environmental awareness. This obviously must be across the board within your company and hotels etc, so never again. Im shouting it out on social media and to everyone I know to boycott you and all your subsidiaries. Disgusting company. No ethics. You are scum.
Green Phoenix
Get out from Masai territory and leave…
Ger out from Masai territory and leave wildlife's migration in peace! Shame on you and on your dirty money.
elena parisi
Ritz-Carlton GREED and DISRESPECT
Ritz-Carlton is a brand that destroys the environment, with no respect for LIFE. It kills animals that have always migrated through the lands they decided to build on, probably destroying a whole ecosystem. It’s DISRESPECT and GREED are unacceptable. These actions have no place or justification.
Alice
NO REGARD FOR WILDLIFE WE HAVE SEEN THE…
NO REGARD FOR WILDLIFE WE HAVE SEEN THE FOOTAGE!!!!!!!
Emily Louise
This place should not exist
This place should not exist. Check out what their staff do to the poor animals that pass/live nearby
Joao Vieira
Very Greedy People.....
VeryGreedy People, they are destroying Nature, they have build Hotel in Wildbeests and other animals Path and using their money to Gag Local communities who are speaking out for this destruction, do not use this Hotel, this is totally unacceptable, they have very bad service too, read other peoples reviews and see, you will get the worst experience of your life and waste your Money, dont try....
Techyrack Capital
“Greed at the Mara: A Threat to the Wildebeest Migration”
A hotel that has no regard for wildlife has built structures right at the wildebeest crossing, disrupting their natural movement. Workers are even seen chasing them away. This migration is one of the wonders of the world — yet it’s being threatened by greed, corruption, and impunity of the highest order. This must be condemned and stopped.
joseph mwangi
Unethical and destructive
JW Mariott Massai Mara Lodge is an illegal safari lodge spouting sustainability while blocking an essential wildlife migration pathway in the Mara, Kenya. The indigenous people of this area are speaking out about their concerns which include the disruption of the ecological balance essential for maintaining genetic diversity in animal populations such as wildebeest, as well as the restriction on their access to lands traditionally used for grazing livestock, thereby threatening their own economic and cultural practices. I am deeply disappointed in this unethical behaviour by the Mariott chain and I advise anyone who cares about genuine sustainability not to support this or any other Mariott hotel.
Ruth Blake
Disrupting the great migration
Disrupting the great migration. Going to end in the death of the planets animals and our ecosystem. Pure evil to build in the bath of these animals
Autumn
Retaliate from disrupting wild animals…
Retaliate from disrupting wild animals routes
Ian Irungu
Less than Exceptional Service
My son got married in Dana Point on Friday Nov. 7, 2025. We wanted them to have a great experience so we decided to gift them a room at the "supposedly" best hotel in the Dana Point, CA, area, The Ritz Carlton. Well the experience was not so great. We asked for an upgrade to a better room....that did not happen. The room was small and hard to move around in. They were suppose to have champagne...it was not delivered on time. There were other things ordered for them that did not work out and was not delivered on time.We decided to say good bye with a quick breakfast the next morning. This turned into a very bad experience and over 2 hrs...so much for quick. The only thing available was a $75 4 course brunch. The waiter came over and took the drink order....then nothing.....We were suppose to get a shared appetizer. It never came. I had to go to the check in hostess and angrily ask for our food/appetizer. We had been waiting for over an hour. The appetizer only came out at my angry insistence....It was guacamole and chips.....so it took over an hour to give us guac and chips !!!!!!! A manager person came over and we voiced our concern about the poor service. She apologized and promised to watch our food service from now on. We got the 2nd and 3rd course. Then waited for the dessert, which I had forgotten. We had been there for 2 hours by this time and was about to leave when someone said "what happened to the dessert?" I was tired, worn out and had completely forgotten. Once again we had to hail the waiter over and ask for our dessert. By this time and due to the long hour, we asked them to pack it up....which also took some time to do. It was a horrible experience and I was appalled at such bad service, for $75 a head, at what is suppose to be a high class hotel.On my way out, I told the manager about the dessert issue and got a slim apology at best.So what happened to this $2000 policy to provide excellent service. Or do you provide excellent service to certain people. So our attempt to give our children a great experience did not turn out so great.The one star is well deserved.I told the restaurant manager to check the cameras to verify just how long we had to wait to get our food.In 2014 Herve Humler, the CEO, gave an interview on the “secrets of Exceptional Service”.So where is this Exceptional Service because we certainly did not get any of it.
Brenda A. Wilson
No privacy, no safety
Very disappointing experience in Madrid. A staff member entered my room without knocking while I was partially undressed. Instead of leaving and apologizing, he stayed and gave excuses. Management tried to justify this behavior rather than take responsibility. I felt unsafe and disrespected, completely unacceptable for a hotel that claims to be luxury.
Anastasiia Mysea
Hotel stole my wine bottle.
Hotel stole my wine bottle.
Shawn Pentagna Guimaraes
DO NOT stay at the Ritz-Carlton
DO NOT stay at the Ritz-Carlton, Turks and Caicos. They overcharged me by $1,200.00 for a 2-day stay, and their transaction records do NOT match reality. They are scam artists and refuse to refund me. Very nice property, but already quite expensive. They essentially charge twice what they tell you the daily rate is.
Julius Taylor
