The Ritz-Carlton Orlando, Grande Lakes

Reviews 3

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Ken Kemna

Dear Ritz Carlton Grande Lakes Team: My wife and I recently had the pleasure of staying with you during a pleasure and business trip to Orlando. We have enjoyed returning to your fine property for many years; however this last visit was exceptional. As returning guests we always choose the club level floor and this time was no exception. The room was great, the view marvelous, and the staff always a pleasure. Those are things we come to expect at the Ritz. However we had an experience this time which we will share with the ages. We fondly looked forward to relaxing at the Ritz after 3 weeks of whirlwind travel and work. This was our Oasis. We had just traveled from Phoenix, traveling 10 hours, and checking into the Ritz in the normal Grande fashion about 4 p.m. The room was ready; we quickly unpacked thanks to the fine service of the bell staff, showered and were off to the club lounge for a martini and pre dinner relaxation. All was well until we asked the concierge to make us a reservation in one of your fine restaurants. Miss Camila Valenzuela was so kind as to take care of this service, however soon she was back with some troubling news. All 3 fine restaurants were booked with private parties for the evening. We would not be able to dine until after 9 pm. We were aghast. Tired from traveling combined with the pre visit excitement of having this special time together, elicited a response of deep despair. Camila offered some restaurants off property, however we did not want to travel, we were at the Ritz for a reason, and leaving the property was not an option. As Camila left us on the Club Lounge balcony, we debated our options. Though nothing of consequence was created in our discussions, something apparently was brewing behind the scenes. Not more than 10 minutes had passed and Camila was back. An effervescent smile across her face, we knew she had some good to share. Camila blurted emphatically, Mr. and Mrs. Kemna, she exclaimed, “This is the Ritz, we cannot allow this to happen, no we cannot, “We are the Ritz”. Then she shared her solution. She had spoken to the Chef of the The Vineyard Grille, and must have emphatically stated her dilemma. Thus they agreed, though it was not policy, they were going to serve us a private meal on the patio of the Club Lounge. When we heard this we were ecstatic. We were already enjoying one of the best views on the property. The temperature was perfect, the air calm and the fireworks were just beginning in the distance. Menus were presented, and our selections of Mahi and Salmon were soon communicated to the Kitchen along with a great soup selection. Within 15 minutes we were well on our way to an epicurean delight with the benefit of our private waitress (Camila), a simply superb meal, on a private balcony fit for a King and Queen. We must say that made the beginning of our stay as perfect an evening as anyone would ever have. Stunning in surprise as well as execution. Thank you to Camila, and the Ritz staff for taking the opportunity to turn a huge negative into a gigantic positive. Had Camila not been sensitive to our plight and turned this negative a positive you would still be getting a letter, however it would have been a negative one. I am a Cadillac dealer and your company consults with Cadillac to emulate this philosophy across our team annually, stating the Ritz is always looking for opportunities like this. This is the best one I have seen in all my years. From a business perspective the event was not even an expense, we paid fully for the meal, and the tip was also over the top generous. This was a win win for all. Thanks to Camila and the Ritz culture for making us customers for life.

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Demetrius Sinegal

Im a platinum elite member with marriott, diamond with hilton, platinum for life with SPG, and a globalist with Hyatt. Needless to say I frequent fine hotels and am an honored member in most hotel loyalty programs. Ive stayed at this hotel on numerous occasions in the past and havent had problems. On this occasion I approached reception to check in, as I was staying on my daughters Explorer discount I provided the former and then asked if an upgrade was available in that usually my status affords me an upgraded room. Russell then tells me "no I didnt upgrade you but for an additional $200 a night I can and the upgrade is only an upgraded view, not a different type of room". I said no, usually due to my status if an upgrade is available its done at no additional charge is it not available. He responded "yes its available and no Im not upgrading you you already have a discounted rate, thats what this form you just gave me is". I said "I know what the form is Im asking about my platinum status", contemptuously he responds "do you see this form, you have a discounted rate" to which I responded again that I knew what the form was and that he could just check me in. I asked was this polixy germane only to their property, to whicb he again loudly says while shaking the form "you have a discounted rate". While he checked me in I pulled up the Marriott website to double check to ensure that I was not mistaken about the rewards benefit and that it was in fact an upgraded room where available (and I was not incorrect ) Obviously I wasnt interested in him continuing to unnecessarily repeat himself as assertively as possible. When he finished checking me in I asked his name, and then asked if he was the manager to which he told me he was. I then asked for a business card so that I could leave a review. I guess he didnt like the idea because an hour later my daughters Gm gets a call saying I was giving major trouble demanding an upgrade. How disappointing that rather than the GM call me, the customer to hear. from me what my discontent would be, (before I could leave this review) they endeavored to create trouble for my daughter. The published rate for the evening was 201 plus taxes and fees. The rate I received was $150 plus taxes and fees. Theres no amount of money, certainly not a $51 discount that would ever produce in me an attitude of tolerance for rude, unwelcoming, condescending customer sevice. In my opinion it would have been proper for the GM to have called me before calling my daughters GM. Ive been in business for some time now, its not uncommon for an employee to rush ahead of a customer to make a negative complaint when they know that the customer intends to report them. Prior to leaving this review, I did attempt to call the GM and also left a voice mail for him so that I can speak with him. Definitely not the service I expect from a Ritz carlton, and certainly not as a platinum elite guest whether on a discounted rate or not.

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Gokulan Thiagarajah

Normans at Ritz Carlton: Friday Mar 24, 2017 - We had a 8:30p reservation last night at Normans for a party of 9. This was my third visit that week with my young kids, wife and her family. We were all dressed in best vacation attire and looked forward to good food and good conversation. Turned out our experience was not to be... We were turned away by the manager on duty because my 5 year old son dress shirt and khaki shorts with closed shoes was not good enough yesterday but was quite welcomed the first 2 times earlier that week. Normans restaurant did not stand by its name or reputation for consistently good service. The manager was eager to displease us and showed no empathy towards the young kids and lacked the willingness to make the situation right despite me informing him several times that I have been there twice already that week (as their reservation log should show). The manager offered to seat us in what looked like a 30-person meeting room of some sort. I will refrain from commenting on what I thought about this offer. A family of nine turned away because a 5 year old was wearing khaki shorts is outrageous especially because it was welcomed the first 2 times! The manager also went on to say that dirty sweat pants was quite okay. If you are operating with close relationship with Ritz Carlton, please learn their values. Managers claim on required attire was greatly appreciated and understood. I truly believe the prior visits were overlooked due to restaurant being less than half utilized even on a Friday. Maybe too many mishaps like these are leading to a non popular dining spot. Normans should take a close notice on the manager (Yousf) who is more concerned on the guests attire than a broken company system. We will never step in again! Ritz should be concerned on a restaurant on their property not consistent with their brand identity.

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