The Ritz-Carlton, Philadelphia♡

Nice day at Ritz

8.0

Outstanding customer service from Trevar! He provided 5 ⭐️star service! The hotel was nice rooms were average but very nice. Just not Ritz quality. The location was questionable as there’s a lot of homeless on this circle around the hotel. Overall, it was a great stay, no real complaints.

Not worth the $$$$ - need to relearn customer service

4.0

Classic example of banking on the brand name but NOT deliver. We stayed during the 4th of July weekend so you can imagine it was $$$$. We obviously knew this but what we got in return was mediocre at best. The one thing we appreciated was our early check in. First, there was the incident of a rude concierge when I called. This was accompanied by the same attitude after we checked in. They weren’t friendly at all. In fact, if you asked questions especially about the 4th activities, they were uninformed (really?) & acted put out. They were more engaged chatting with each other than helping their customers. Throughout our stay, complimentary champagne was provided a couple of times but they didn’t seem to like it when you went back for a 2nd or 3rd glass fir our party of 3 guests. We used the lobby bar quite a bit - service was very slow & at one point, we cancelled our drink order. And yes, the waitstaff forgot our order too. And forget using the bathrooms in the lobby area, unkept & nasty. BTW - I did respond to a guest relations email & addressed it to the person who is probably the manager (initials DL). Didn’t get a reply either! So don’t send me an email asking what you can do if you don’t want to hear negative feedback. Bottom line - this is not the RC one would expect. Sub-par at best. Lots of other options in this price point in Philly!

Not worth the $$$$ - lots of other high-end choices!

7.0

Loved the central location. We also appreciated the early check in especially during the 4th of July holiday weekend. Pop up champagne drinks & pop corn treats were enjoyed.

− For the price we paid for our room - the service was mediocre! First, the concierge staff was not well informed about the 4th of July holiday weekend festivities. And they were NOT friendly at all. You would think that they would expect guests to be asking lots of questions about the 4th. They looked put out if you did ask them. Second, the waitstaff at the lobby was quite slow. One even forgot our order! Third, a couple of times we used the 1st floor restroom - it appeared unkept. Quite nasty actually. This experience @ Ritz Philly definitely did not make any good impressions & not as expected for a RC.

Loyalty Deserved More Than a Dismissive Response

2.0

I was a dedicated employee of The Ritz-Carlton Philadelphia for over five years, proud to contribute to the hotel’s success. After having my personal belongings stolen—including my five-year plaque and leadership awards—I reached out to see if replacements could be arranged. Unfortunately, I was met with unhelpful and dismissive responses from HR, despite my long service. I know firsthand how committed we were to going above and beyond for guests, and it’s disheartening that this spirit didn’t extend to a former loyal employee. I would have hoped for more empathy and effort in recognizing the people who dedicated themselves to the brand’s excellence.

We LOVE the brand!

6.0

We LOVE the Ritz-Carlton brand and have stayed at multiple properties around the world. We were excited to choose this property for a quick weekend in Philadelphia. The location is outstanding—arguably the best in the city for visitors—and the hotel itself is beautiful. While I generally prefer classic Ritz properties over the newer, more modern designs, the interior is elegant and well done. Unfortunately, nearly every aspect of the food and beverage experience fell far below the Ritz-Carlton standard. The restaurant and bar service was slow, inattentive, and completely lacking the level of hospitality we've come to expect from the brand. The food was equally disappointing. This department clearly needs stronger leadership. Our room offered an incredible view, but it was far from what I would consider a "Deluxe" room, despite receiving what was described as an upgrade. The bathroom was surprisingly small and felt poorly designed for adult guests. Service throughout the hotel was inconsistent. The gentlemen at the front entrance were rarely welcoming and generally did not acknowledge guests unless greeted first. Housekeeping was the most concerning disappointment. A plastic water bottle cap was on the floor when we checked in, and it remained there when we checked out. It immediately made us question whether the room had been thoroughly cleaned between guests. In addition, the shower drain was clogged. To the hotel's credit, engineering resolved that issue immediately after we reported it. One of the reasons we willingly pay Ritz-Carlton prices is because we expect exceptional service and meticulous attention to detail. That is what has made us loyal to the brand for years. We've experienced that standard at properties like Berlin, Maui, and Hong Kong, and it's why this stay was so disappointing. We still love the Ritz-Carlton brand, which is why this review is difficult to write. This property has an incredible location and a beautiful building, but it simply did not deliver the level of service, cleanliness, or hospitality that defines the Ritz-Carlton experience. We sincerely hope it returns to the standards that made us loyal guests in the first place.