We recently stayed at the Ritz for our daughters wedding. We had two suites for two nights for rehearsal dinner Friday and preparation for bridesmaids and groomsman and on Saturday and Saturday night after wedding.
The debacle was Friday so to be fair after a two hour nightmare things improved dramatically thanks to our coordinator Morgan but it never should have happened.
Friday check in for us was 2 pm due to the rehearsal at 4:30 then dinner at rittenhouse ( which was wonderful ).
The staff including the on duty manager that day were horrible.
They would not let us in the room because they allowed a couple from
The night before very late checkout !!
My wife and my two daughters could not get dressed plus they would not give then their luggage, which included THE WEDDING GOWN!!!
They asked nicely then begged and got really upset but stayed polite as one incompetent after another said they were sorry but did nothing. They were late for the church for rehearsal and flustered. I found out and called and the manager was unapologetic and literally told me she did her job plus tried to make it right by opening the sleep sofa for us and put something in the room. She even got snippy with me on the phone!!
The next day I called our coordinator Morgan who was great and worked hard to improve service!
Sunday the GM called me at my request and was also really good.
The Friday manager and staff were rude and did not care.at all!!
I was sure to let the GM know my conversation with the Friday manager who needs to get out of hospitality.
The Friday leisurely mother daughter time to kick off a wonderful wedding weekend was ruined. They tried after to make us comfortable ,I will give them that ,
it was nice after that to be fair.
I traveled a great deal for work and used to be a huge Marriott fan. I am still good with their standards but I expected a great deal more from the Ritz.
Side note, the modern renovations to that classic Philadelphia building ruined it in my opinion. I restore historic properties in my semi retirement and it’s a pity when they do that to a classic site.
Regardless I will think twice before staying at a Ritz again. The grooms family stayed at the Rittenhouse and raved about it but I have only the rehearsal dinner as my experiences which was excellent.
The venue was PAFA. The academy of Fine arts for the wedding which I will review next.
To the GM and Morgan thank you for your efforts to salvage the weekend. To the staff who put us thru hell Friday I hope it never happens to you on one of the most important day’s of your life. That’s why they call it HOSPITALITY Guys!!
