The views and location are incredible. That’s really the only reason to stay here. Outside of the scenery, this property does not feel like a Ritz-Carlton at all. It feels more like a Courtyard Marriott with a nice lobby.
The issues started right at check-in. I booked through Amex Fine Hotels & Resorts, which clearly includes a special property credit per the website and confirmation email. Somehow only $100 triggered instead of the full amount. I had to talk to three different staff members and spend over an hour on the phone with Amex to get it fixed. One front desk employee even tried to tell me the promo wasn’t valid because it was “just a screenshot,” which felt like gaslighting. Why make me go through the hassle of contacting AMEX? They told me they couldn't reach out to AMEX and I had to contact them directly...
If there’s a Candlelight event during your stay, avoid this place completely. The lobby, bar, and restaurant areas get flooded with people and turn into a loud, club-like environment. It completely ruins the vibe.
The food experience was awful. Two of the three restaurants, Kahani (Indian) and Taikun (Japanese), are closed on Sundays and Mondays, leaving Raya as the only option. Raya feels like a hotel lobby bar with a view, not a real restaurant. We ended up eating breakfast and dinner there for two days straight. Dinner service was the worst. The hotel is clearly understaffed and our food took an hour and a half to arrive.
Despite claims of a $50 million renovation, the rooms still feel old and dated. Honestly, it feels like staying at a Courtyard Marriott. The only standout in the room was the massive TV, probably the biggest I’ve ever seen in a hotel room. Unfortunately, that doesn’t make up for everything else. The shower water pressure was horrendous, and the walls are thin enough that we could hear the TV and noise from the room next door.
Pool service is a joke. Forget about ordering anything or expecting timely service. It was nonexistent.
They also nickel and dime you for everything. $6 for soda water, $18 for kids’ meals, and they even charge extra just to use the sauna because it’s apparently part of a “spa experience.”
Aside from the views, location, and lobby, there is nothing truly luxurious about this property. The service, food, and overall experience do not live up to the Ritz-Carlton name or price. I would not stay here again.
