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CB Travel and Vacations The Ritz-Carlton
The Ritz-Carlton

The Ritz-Carlton review: Reservation

B
Author of the review
12:24 am EST
Verified customer This complaint was posted by a verified customer. Learn more
Featured review
This review was chosen algorithmically as the most valued customer feedback.

I was supposed to attend a conference at this resort this week and was so looking forward to it. I ended up having an emergency surgery last week and last minute the Dr did not clear me to fly and so I had to cancel my attendance. the fine print did show that if reservation was not canceled before 7 days then there was a penalty but when I called a very hospitable male team member told me that due to it being for medical reasons he was going to request it be waived. Having not asked for this, I was so appreciative and thought wow, what a really great hotel. I was "delighted". Afterall the Ritz training will tell how they work to "delight" the customer. The next day I received an email from Raquel Upchurch who sent me an email that had a cold tone to it and basically said they would not be making an exception for me. I had shared that I was disappointed given false hope and I would have been better off had I not been given false hope. Raquel gave off a vibe of no empathy and basically reiterated I would see the bill. Given this experience, I would avoid staying at a Ritz, not due to their policy, but the way in which Raquel handled the situation and provided no service recovery. My industry has been using the Ritz training for decades and I will say that this definitely felt as though the Ritz doesn't follow through with their own trainings. An eye opening experience to say the least.

Claimed loss: 1 night stay and reservation tax

Desired outcome: I want to be refunded for the penalty reservation fee.

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  1. The Ritz-Carlton Contacts

  2. The Ritz-Carlton phone numbers
    800 2413 3333
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    International
    1800 145 004
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    Australia
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    India
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    New Zealand
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    France
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    Germany
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    Argentina
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    Peru
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  3. The Ritz-Carlton emails
  4. The Ritz-Carlton address
    10400 Fernwood Road, Bethesda, Maryland, 20817, United States
  5. The Ritz-Carlton social media
  6. Michael
    Checked and verified by Michael This contact information is personally checked and verified by the ComplaintsBoard representative. Learn more
    Dec 03, 2025
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The Ritz-Carlton Category
The Ritz-Carlton is ranked 347 among 488 companies in the Travel and Vacations category
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