As a Marriott Platinum member I stay in a lot of hotels. In the last three years I have never once needed to complain even once, but the front desk service at this hotel is horrible.

Upon check-in, I was informed we had a double instead of a king room. When I questioned this, the front desk person stated that is all they had available, and the king bed was only a request. (note: room type is guaranteed for platinum members). When I stated that I thought it was guaranteed, she went to the back to check. She then told me that they were able to find a king room and it would be available in 15 minutes, so we waited.

Upon entering our new room, I was struck by the fact that it was the worst room I had ever seen at a resort. It was on our with a Fairfield Inn. The room was on the "first floor" but below street level, and the only view was that of a retaining wall 10 feet away.

My Marriott profile has a few items: king bed, high floor, and extra towels. I would have expected this Ritz to get it right. But they got none of these three.

King bed: not available till after I complained
High floor: no, below street level
Extra towels: no, just two

I will write Corporate because I think they need to step in an retrain management on handling platinum members. Simply the worst service I have received from any Ritz, JW, Renaissance, or Marriott in many many years.

https://www.tripadvisor.com/ShowUser...lifornia.html#