Not living up to its name - Ritz Carlton Buckhead
Written: Mar 05 '03 (Updated Apr 23 '03)
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Product Rating:
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Pros: The place to see people/be seen in trendy Buckhead. Near huge Buckhead mall.
Cons: Service not up to Ritz Carlton reputation. A high-dollar hotel shouldn't nickel & dime you.
The Bottom Line: Would earn 5 stars if they'd clean up their valet act. Otherwise superb service and beautiful hotel. I understand, but disagree, with petty charges for what should be standard services.
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| pilotpat's Full Review: Ritz Carlton Buckhead |
Let's start with a word of advice. "Hon... I just got a call and have to go to Atlanta - I'm staying at the Ritz Carlton" is not a way to endear yourself to your wife.
I arrived for a week-long stay around midnight, the positive aspect being that I missed most of the traffic as I drove through Atlanta from Hattsfield International (on the north end) to Buckhead (clear in the South). However, I knew I was staying at a Ritz Carlton, and knew that I'd be greeted by a relaxed atmosphere that would invite quick sleep.
Don't mistake me - I'm definitely not one to seek pampering, and I don't need people fawning over me incessantly to keep me happy. But, I was less than impressed with the Ritz Carlton Buckhead's service from the moment I arrived. Perhaps it was because my expectations were high based on previous experience.
I drove up to the entryway which was vacant. I parked at the front, got my bags out, opened the doors, and walked into the lobby. At many hotels, this would be normal ops. When you're paying the premium one pays to stay at a Ritz Carlton, it isn't.
I stepped into the lobby which is relatively small, but handsome. The entryway, like most of the hotel, is appointed in dark wood trim accented with patterned wallpaper and dark cherry display cases, giving you the impression of an older and statelier era. I walked up to the desk and surprised the clerk behind it. She was more along the standards I expected - friendly, professional, and efficient, and apologized for the lack of a doorman, saying that she would arrange to have my car parked. Within a few minutes I thanked her and turned to walk the ten steps to the elevator (my bags still in tow) and found the doorman in front of me, who apologized for his absence.
Entering the room, I found more along the lines of what I expected - a relatively opulent setting, bed already turned down with the thick bedquilts rolled and standing in a corner along with the reclining pillows. The rooms match the decor of the hotel - dark cherry furniture and paneling with patterned wallpaper and window dressings. The rooms are somewhat small for the amount of furniture they have in them. The minibar was well stocked with drinks and snacks. A bottle of spring water was available (for $4, I believe). Phones were at the desk, night stand, and bathroom (I still have never used a phone in the spotless bathroom, but I guess that if one enjoys lounging in the tub, they are a wonderful convenience). The bathroom itself was bright and spacious relative to the room, and featured the obligatory (and wonderful) Ritz Carlton heavy plush bathrobes and luxurious towels. The phone on the night stand had a data port, and an ethernet modem was available ($12.95/night). The bed was very comfortable (I have heard that you can buy their proprietary mattresses through the Hotel desk, and though I am a fan of firmer mattresses, I can see their appeal). The desk was acceptably sized and near the window that looked over the lights of Buckhead. The convenient valet in the corner was wonderful to put my suit jacket on while I worked in my room through the week, but was displaced by the bedrolls at night. The TV had a good selection of local and national channels as well as movies (again, at a price). I slept well that night and for the rest of my stay.
I awakened to my wake-up call, in which the operator told me the weather for the day. I descended to the nicely equipped gym. Fruit juices, milk, coffee, bananas and apples were available (surprisingly free of charge) in the hallway leading to the room. The gym includes a small lap pool and a room with cardio equipment, weight machines, and a small free weight section as well as a small padded area for floor exercise.
After my workout, I dressed and went to the lounge/bar area. The hotel lobby was much busier that morning, with a constant stream of people through the doors. I found a coffee maker and poured a very quality cup and sat at a table to enjoy my newspaper, banana, and the pleasant jazz pianist. I moved several times to avoid the smokers who seemed drawn to wherever I sat (The Ritz Carlton Buckhead proudly announces that it is smoker-friendly, and keeps a large stock of cigars to compliment its wine selection. Though the smoke did not approach European levels, it was unpleasant to smell that early in the morning). After escaping a relatively strong clove smoker, I moved to a table near the crackling fireplace and adjacent to the piano and finally found some solace. The waiter arrived, asked me if I needed anything else, and left a bill for the coffee I had poured ($3 after the tip).
Breakfast in the restaurant is expensive but high-quality with a pleasant atmosphere (and less smoke). After eating and cleaning up in my room, I called for my car, and arrived at the front door to find it hadn't arrived. I learned that this would be the standard for the rest of my visit. The valet staff was so understaffed that it would not be uncommon to wait 20 minutes for the car to arrive - I learned to call as soon as I stepped to the shower in the morning, but during the day I often found myself twiddling my thumbs and checking my watch on my way to an unplanned meeting. Once, the wait was a half hour, and I had to ask three times before the correct car arrived. Parking on my own would have been an option, but charges are made each time you pass the gates, which I was doing 5-6 times per day, easily tripling the charges for valet parking.
With the exception of the understaffed valet, most of the staff was professional, courteous, and well-trained. But the valet was such a large part of my experience that it tarnished the overall image.
The large (an understatement) Buckhead mall nearby as well as the busy Buckhead area gives you many options for eating within easy walking distance, allowing you to skip the valet altogether. Unfortunately, most of them are chains. Shopping specialists would be well-served, and there's even an Apple store for those of us who love Macs.
The lounge in the evening is the place to see people and be seen. Stars big and small seem to roll in and out periodically. We had an entertaining discussion with Charles Barkley (hard to miss), and evidently just missed the Rolling Stones. The cigar smoke wasn't overwhelming in the evening, and the bar is well stocked and staffed.
Overall, I would say that my stay was pleasant, but not up to Ritz Carlton standards. Perhaps the multiple poor experiences with the valet unfairly tainted my impression, but since that is the first thing one sees when arriving, I would think that the management would go to great pains to ensure it was of the utmost quality. I left a critique to that end but have not heard back.
The other detractor is the nickel-and-diming from a high-dollar hotel. Spring water is a pleasant addition to the room, but it should be included in the steep price (as should Internet).
On this trip I did not choose the Ritz Carlton, but should I be called to stay there again I would not be unhappy. However, it would not be my first choice, either.
Recommended:
Yes
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Epinions.com ID:
pilotpat
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Member: Pat
Location: World Traveler
Reviews written: 96
Trusted by: 41 members
About Me:
"Never tell your neighbors to wait until tomorrow if you can help them now."
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