I'm actually incredibly disappointed with their engagement as well. We're headed to another (non Bonvoy) property following our stay at the Ritz and I have had incredible communication from our Butler. He has all of our reservations and activities booked. For the price of the Ritz, they should have a similar level of service. I received an email (after I asked) about the spa and excursions but they sent me menus for both and did not offer any additional assistance.