Old Nov 22, 09, 9:56 pm
Join Date: Aug 2005
Posts: 168
Ritz Carlton Laguna Niguel [Master Thread]

Good Evening:
I stayed at the Ritz Carlton Laguna Niguel/Dana Point in Southern California on Saturday 21st and Sunday 22nd of November.
As I was celebrating a special occasion (my wife and I 25th wedding anniversary) I sent an email ahead of time to request “if possible” an ocean view upgrade as I was redeeming a Marriott award.
This was my only request.
Here is the response I received:
“…Thank you for selecting The Ritz-Carlton, Laguna Niguel for your upcoming visit. We are delighted to have the opportunity of having you stay with us in celebration of your 25th anniversary!...
…If you would like to have amenities in your room upon your arrival, may I recommend a bottle of Veuve Clicquot Yellow Label Champagne ($120), Moet et Chandon, Cuvee Dom Perignon Brut, Epernay ($400), or sparkling cider ($20) and some wonderful accompaniments are chocolate dipped strawberries, truffles, a fruit bowl or cheese plate ($38 each). This is a wonderful way to start your ‘Ritz-Carlton Experience’!
For the return to your room after dinner, I would like to suggest one of our most breathtaking experiences, the beautiful Rose Petal Turn Down. Our Ladies and Gentlemen scatter rose petals from the door of the room all the way to the foot of the bed, culminating in a heart shape of roses on the top of the bed. Alongside the rose petals we place tea light candles around your room, making it an amazing experience you will never forget. For this beautiful experience, the cost is $160.
Regarding your request for your room to be upgraded so that you can enjoy the magnificent ocean views our resort affords, it would be our pleasure to accommodate your request for an additional cost of $125 per night. This is based upon availability, so please let me know if you would like us to upgrade your room to an ocean view at your earliest convenience…”
I did not respond to the email as I found it unprofessional.
At check in I was given a swimming pool courtyard room with very dirty carpeting.
A crew of two was sent to clean up the “rug” and we were left with a half clean carpet and a strong detergent smell…Happy Anniversary!!!
The front desk sent slippers once I requested them after walking on a wet dirty rug!
Children or adults above our room (#3033) kept on jumping up and down (probably from a bed) the first evening.
It stopped after security was sent up.
Today was the “lighting of the Tree” at the Ritz Carlton, a very nice tradition here associated with a decorated surf board exhibit and a very large Ginger Bread display made by the Ritz Carlton Pastry Team.
It resulted in small inconveniences such as rerouting to access Valet Parking and waiting 25 minutes to get service and spend $30.00 on two “well” drinks.
The band (The Jeeps) played starting around 3.30 pm and could be heard full blast from the room until later in the early evening.
They played off key most of the time.
As far as the management and the front desk are concerned there are NO “Ladies and Gentlemen of the Ritz Carlton” but for what I have experienced only self absorbed managers making it plain clear that they are only interested in collecting your money without understanding the guests needs
As a result with the exception of the pastries in the morning we went outside of the Ritz for dinner and lunch.
First at Sapphire in Laguna Beach sitting at the bar where we enjoyed great food and service by Christophe as well as the other bar tender whose name I forgot (sorry).
Then, the next day at Javier’s on Pacific Coast Hwy.
On the more positive side this property enjoys a TRULY SUPERB location.
The valet parking as well as the housekeeping staff are very professional and effective.
The pastry chef (Jeff AKA Jean Francois) does an outstanding job with his team: DO NOT MISS THE PASTRIES IN THE MARKET PLACE.
This evening, as I write this review, Jeff Lehuede, the Pastry Chef, actually sent up a little tray of great pastries wishing us an happy anniversary following our meeting this morning.
This partially made up for a very disappointing experience.
courcoison is offline