The Ritz-Carlton, Charlotte

stayed at the Ritz-Carlton Charlotte through Amex Fine Hotels & Resorts expecting a premium experience — what I got was a complete letdown. We were given Room 315, part of their “newly renovated” rooms, but it had a major issue: the AC was not working. The room sat at 78°F despite being set much lower. After multiple maintenance attempts and over an hour wasted, we were moved to Room 715. That room was at least cooler (set to 65, showing 71), but the problems didn’t end there. We didn’t check the new room thoroughly before going out for dinner. Upon returning, my wife and daughter discovered the TV didn’t work (no signal), and we were too exhausted to call at nearly 11 PM. The next morning, we found both bathroom sinks completely clogged, right before we had to leave for an early flight. Unacceptable. I had specifically asked the manager the night before to ensure we were moved to a room without any issues. Unfortunately, that didn’t happen. I’ve stayed at many Ritz-Carltons and this was by far the worst post-COVID experience I’ve had. The only positive note: Reka, the morning manager, was very understanding and offered to cover our stay. I declined, only asking that they do better going forward. Sadly, I won’t be returning to this property.

Hm, this did not seem like a 5-star hotel in the least. A spa retreat is supposed to be an escape. A reset. The good: The steam room. The singular digital shower with 270 spray heads. The facial. The men's side assistant. The not-so-good: The spa staff that was not trained nor naturally genuine, quite stiff (manager didn't hire the right people), to the massage that I felt like I was in trouble for not being able to loosen when I had explained I was there for a fatigued neck and legs from backpacking(additionally appt was at 18:00, was told I would be fetched at 17:55, was hastily fetched at 18:03 and had 3-5minutes of eval, and was risen at 19:00 promptly, very unfortunate), the "relaxation room" which was SO COLD and furniture that my 154cm husband couldn't fit on without legs hanging off (i'm 175cm and it felt like childrens furniture), to the cold, albeit heated, pool, surrounding by the same mini-furniture and birds of paradise potters that needed attention and an ambient room temperature at 18C, the dry sauna that doubtly went above 65C. The gym, whilst well equipped was VERY cramped with all of the aforementioned well-equipped equipment. Too much in that space. TLDR: If you are looking for a spa in that area, find a spa that specializing in being a spa. This was a real letdown. -$600.

We just stayed here last night on our way to Charleston, so we really didn’t get to experience much of the hotel. However, we absolutely LOVED our night at the Ritz! The Parlor Suite with the adjoining room felt like more of a fancy condo than a hotel room! 24 hour room service was a nice surprise, which we took advantage of for dinner and breakfast. The valet and front desk staff was very attentive and were more than accommodating with taking our luggage to the room and parking our truck. All of the staff were very friendly and the hotel seemed recently renovated and impeccably clean! Would definitely love to spend a couple more nights here sometime in the future!

I was very disappointed with our couple spa experience on November 29th 2024. We were led to our separate dressing rooms and given a brief tour and left alone I had requested a larger robe for my husband prior to arrival but he was not offered one. The relaxation room was not a relaxation room at all. It was so cold that we couldn't stay in there as well as the other guest. All of us had to wait in the pool area due the freezing temperature in the relaxation room. I had to ask for champagne. I had made it clear and called several times before my visit that it was my husband's birthday. No welcome. Happy Birthday or anything when we arrived. I paid alot of money for a couples massage and pedicures. This was a big disappointment for the money paid.

All I can say is if you’ve never had the experience at the Ritz Carlton? You need to have one! Yes, I tipped everybody at least 10 bucks for everything they did for me, but you know what? They treated my lady like royalty and they treated me the same way. I have never felt more important for being just an average guy in my life. This was a celebration of my girlfriend‘s divorce after three years, and yes, we definitely bougie it up! The staff made the room all romantic for me while we were out to dinner and surprised her as she walked through the door. Pretty much you ask them to do anything and will bend over backwards to make sure that they get it done.

Friendly and responsive staff. Management does work to make some shortcomings whole.