Ritz Carlton Phoenix

Traveling to the Phoenix/Scottsdale area during the summer is always a bargain for cheap hotels stays to re-qualify for elite status with the chain of your choosing.

I wanted to stay at the Ritz Carlton Phoenix for two reasons.  First, I was still in the midst of my now defunct Marriott “Taste of Platinum” Challenge, and secondly, I wanted to knock out a Ritz Carlton stay to qualify for their current promotion in which you get a one night certificate for a Tier 1-3 property after two stays at a Ritz Carlton property.  You can get up to two certificates, so maximizing cheap stays is a great deal during this promotion.

The lowest rate I found was $118 a night using your AAA card.  Ritz Carlton usually doesn’t offer AAA discounts, so this was an added bonus.  I eventually booked a room on the Club Level using a Ritz Carlton Stars agent.

As a Ritz Carlton Platinum member, none of the general benefits apply at Ritz Carlton properties, with the exception of a 2 PM check-out based upon availability.

STARS benefits are more VIP-related than specific amenities:

-          Breakfast

-          Upgrade if available

-          Welcome amenity

-          Onsite contact for all needs

-          Can’t be walked if hotel is oversold

-          First in line for bed and room type preferences

Upon arriving at the hotel, I was immediately helped by the valet person and bellman.  As I had minimal luggage I declined any assistance.

The décor is very out of place for a desert city.  The hotel has a very distinct European design, however an homage to its desert and Southwestern roots would be more appropriate.  The hotel, both inside and out look very “tired” and is in great need of an update.

The front desk is located to the left.  Check-in was quick, but not very efficient.  None of the Marriott benefits were explained, much less the Ritz Carlton Stars benefits.  I inquired about breakfast and a late check-out, but the Front Desk Agent said that he did not see breakfast as being part of my rate.  He said that he would look into it and get back to me one way or another.  Of course, he never did.

Upon exiting the elevator, you are let off right into the club area.  Sharon, the Club Level Concierge warmly greets you, offers you a drink and immediately makes you feel right at home.  Sharon takes great care of all guests on the Club Level, and will do anything she can to make your experience as pleasant as possible.

Biltmore Fashion Park

The King room with “Mountain View” provides view of Camelback Mountain, and the Biltmore Fashion Park.  Nothing says relaxing vacation more than a view of a mall.

Coffee Maker

After entering the room, there is a small table with a Nespresso coffee maker.

Bathroom

Asprey Bath Amenities

Shower/Tub Combo

The bathroom is to the left, which is fairly small.  There is sufficient counter space for two people.  There are Asprey Purple Water bath amenities.  There is also a toothbrush with a very small tube of toothpaste, along with a razor if you happened to forget yours.  The shower/tub combo is spacious.  Water pressure and temperature are very good.

Bedroom

Sitting Area

The bedroom is on the small side, with one sitting chair and small side table.

Desk

The desk is extremely small, and I would imagine that it would be very difficult to get any work done if any amount of space is needed.

Bed

The bed is very comfortable, as are the pillows.  There are enough pillows to open a small store.

The Club is divided into two parts.  There is ample seating with many tables and couches.  There is a self-serve bar with wine and spirits.  Non-alcoholic drinks include water, soda, juice, coffee and tea.

Although food is offered continuously throughout the day, it is not substantial enough to “replace” a meal for most people.  Breakfast offerings included oatmeal, scrambled eggs, bacon, sausage and a breakfast sandwich for hot options, and fruit, smoked salmon, cereal, bread, muffins, bagels and croissants for cold options.

Lunch options included finger sandwiches, soup and salad that were portioned out in very small plates or bowls.

“Dinner” items included mini chimichangas, sushi and other hors de oeuvre.

There are snacks available anytime including cookies, granola bars, chips and candy.

I’m not sure the upcharge is worth it at this property, but if you have at least 3-4 drinks per day, then it would probably pay for itself.

Upon check-out I was asked how my stay was and told the Front Desk Agent as well as the Front Desk Manager about the check-in mishap and how the Front Desk Agent did not follow through with his word.

The Front Desk Manager waived the parking fee, which is an astounding $29 per day.  In my opinion, the valet parking fee is way too high considering that many hotels charge far less, and even have complimentary self-parking, which is not an option at the Ritz Carlton since the property is small and in an office building like setting.

I received an email from the Front Office Manager several days later about the initial Front Desk Agent who was apparently unfamiliar with the benefits of using a Ritz Carlton Stars agent.  He was apologetic and informed me that all front desk staff would be re-trained in their procedures.  Shouldn’t this be a routine procedure, even if only quarterly?  Does it really have to come to somebody’s attention until a mistake is made?  Ritz Carlton is supposed to be known for its customer service which was quite lacking during this stay.

I did exchange a few emails with the Front Office Manager but he stopped responding after expressing my concerns and lack of the staff’s knowledge about their own program.  Once again, this sadly goes to show that customer service needs serious improvement at this property.  Although I do not think my stay should have been refunded, a nice gesture would have been to provide enough points at the property for a free night to demonstrate that customer service has in fact improved.  I do not think this would be of significant cost to the hotel, and would go a long ways in achieving customer loyalty and to live up to the Ritz Carlton brand.