Well, if anyone was wondering which property I was having a disagreement with, it was the Ritz Melbourne. I really struggle with the arrogance and attitude on display here. They have managed to take a very pretty property and make it the worst I have experienced so far in Melbourne through their elitist attitudes and defensive positions.
I will not return to this property and encourage others to think twice before booking - there are plenty of other fantastic Marriott Bonvoy properties in Melbourne.
While the property refused to apologize for their behavior, I'm very grateful for the sincere apology and gracious compensation provided by my personal Ambassador and the real-time support provided by the Anytime team.
Let's get into it: upon arrival, I knew I had only been upgraded to a Panoramic King, which is a standard room with a better view. I saw Executive Suites available online. I knew from this thread that the property was not overly generous, but I did not expect what would happen when I asked if any suites were available for upgrades at check-in. Before that, the associate asked how my travels were, and I said I had a nice walk from the Sheraton where I had stayed the night before. When I asked about suite upgrades, the associate claimed that it was "company policy" for suite upgrades to not be available at Ritz-Carlton properties because they "aren't a brand like... Sheraton." I pushed back and said this was not the case for Titanium and Ambassador members, and she refused to acknowledge that facet of the Terms and Conditions. I was then pointed to continue the check-in where I was asked to read the "room damages policy." At this point, I was livid - talk about a lack of hospitality to someone who stays at Ritz properties frequently.
I gave up and did not feel like arguing - instead, I shot over an email to the Anytime team who opened a case with hotel management. I received the following defensive reply from the Duty Manager:
"I am sorry to see the disappointment regarding the Suite Upgrade, unfortunately Ritz-Carlton Melbourne is the only brand with some of the limitations in regards to the Marriott Bonvoy Member Benefit as previously explained. As a Marriott Bonvoy Titanium/Platinum/Ambassador Elite member, you will receive 1000 points as a welcome gift when staying with us at The Ritz-Carlton. In addition to this, you will earn an additional 75% bonus points and you will be able to enjoy a guaranteed late check-out at 4:00 pm on your day of departure. When an Ambassador Elite member booked our entry level room which is a Deluxe room, instead of upgrading to next category which is superior king we tend to upgrade 4 times to Panoramic (the highest room category) but we are unable to update to Suite or Club room complimentary."
I wrote the following response:
"Thanks for reaching out. I understand that every hotel has the right to determine which room or suite types are available to upgrade Elite members to. My concern is that the messaging that was provided to me upon check-in was that it was brand policy to not include suite upgrades for Ambassador Elite guests. Section 4.3.c.ii of the Marriott Bonvoy Terms and Conditions states that “At The Ritz-Carlton, suites are only included for Titanium Elite and Ambassador Elite members.” As a result, the statement that it is Ritz-Carlton policy to not upgrade to suites is not correct. I have stayed at around 17 different Ritz-Carlton properties over the past couple of years. My recent stays have included the following upgrades (after booking a base room):
- The Ritz-Carlton Perth: Langley Park View Suite
- The Ritz-Carlton Hong Kong: Deluxe Victoria Harbour View Suite
- The Ritz-Carlton Santiago: Executive Suite
- The Nile Ritz-Carlton, Cairo: Junior Suite
- The Ritz-Carlton, Amman: Junior Suite
- The Ritz-Carlton Abu Dhabi: 2-Bedroom Garden Villa
- The Ritz-Carlton Tokyo: Corner Suite with Mount Fuji View
- The Ritz-Carlton Mexico City: Executive Suite
- Hotel Arts Barcelona: Sea View Suite
- The Ritz-Carlton Dubai IFC: Executive Suite
- The Ritz-Carlton New Orleans: Executive Suite
- The Ritz-Carlton Chicago: Water Tower Suite
I also was somewhat offended at the notion that I wasn’t upgraded because the Ritz-Carlton is “not a brand like Sheraton.” As I had recently arrived from the Sheraton Melbourne, which the staff knew as they asked how my travels were, this felt like a personal slight that “Ritz guests” are not “Sheraton guests.” I was then instructed to focus on the room damages policy. This felt like a deliberate targeting that I was somehow not fit to be staying at this property. Yes, I’m young and not the most fashionable, and yes, I chose to walk from the Sheraton to the Ritz for health purposes rather than book a private transfer. However, I’m a paying guest just like everyone else, and I stay across full-service brands because I want to try as many hotels as possible. I have visited over 300 Marriott Bonvoy properties in the past 3 years and have been treated with hospitality at the vast majority of them. As a result, my online reviews of these properties are often highly positive. Through looking at my profile, I would hope that it’s obvious that I’m not going to cause room damages and that I understand the ins-and-outs of the Marriott Bonvoy program. If we’re going to get into additional feedback, the room is missing body lotion, which I requested around 3:30 PM but was apparently never delivered, and I found a hair on the toilet seat after I arrived and inspected the room. Yes, the views are great, the bed is comfortable, and the rooms are spacious, but I think there is room for improvement here, especially when considering the competition that provides stronger Elite benefits."
Soon after, my personal Ambassador responded to me with the following:
"
It is up to each hotel what they will and will not upgrade an Ambassador too, but to say that all Ritz -Carlton properties do not upgrade to Suites is completely wrong. I see lots of Ritz-Carlton properties upgrading Ambassador's all of the time. I am so sorry that they treated you this way. I am giving you X points as a goodwill gesture as a way of saying I hope this is just a one time thing and the rest of your stays will be amazing. I know you like to spend as much time possible staying at different Marriott properties and I want to make sure you are treated as an Ambassador should no matter what your age is. That is unacceptable."
I never heard back from the hotel after my response - which is honestly fine as I feel like Marriott and the Ambassador team made it right for me.
Besides the drama, here are the rest of the pros, cons, and photos:
Pros:- Hotel height makes for good views of the surrounding water
- Bed is comfortable with plush pillows, plush mattress, and plush covers
- Large conference table is convenient
- Lounger couch was comfortable
- Walk-in closet
- Large and plush towels
- Given a bar of milk chocolate - definitely not as inspired as the dessert tray from the Sheraton, but you know "the Ritz isn't a brand like Sheraton" - however, it was tasty
Neutral:
- Shower pressure was just fine
Cons:
- No body lotion - was told it was supposed to be there, but was never delivered
- Someone tried to come into my room at 8 PM, I think - I was sleeping but woke up - that's too late for turndowns
- Sink drains were clogged or just drained too slowly
- Not a fan of the separated toilet - the room is cramped with the door design and it's too close to the room entrance way
- No free breakfast due to the brand
As mentioned above, I would not return.
Photos:
