The Ritz-Carlton Dallas, Las Colinas

Tenant from the team was a huge help when our villa keys didn’t work. We’d picked them up at the main building, but once we reached the villa they wouldn’t open the door. Tenant came down quickly and helped us get in. The stay at The Ritz-Carlton Dallas, Las Colinas was still a special birthday trip. The team surprised me with a cake in the room, and when we couldn’t use the car service they’d offered, they sent a lovely bottle of wine to make up for the inconvenience. The rooms were very clean, perfectly set up, and welcoming, and housekeeping did a great job. The property is beautiful, the villa stay relaxing, and the in-house restaurant had a colorful, lovely dining room and attentive staff. There were some coordination problems, though. Our parking wasn’t initially linked to the reservation even though we’d noted the car, which made it hard to get in and out of the garage. Getting between the villas and main building could also be challenging when communication lagged. A few calls to the front desk went unanswered or took too long, delaying our dinner plans. The staff were kind and accommodating throughout, and improving communication and coordination would make the experience even better.

The large suite came with lots of outdoor space, but the room felt more like a mid-range conference hotel than a Ritz. The carpet and furniture reminded me more of Holiday Inn. Service varied a lot: valet, front desk, and spa staff were fabulous, and I’ll definitely return for the spa. The Club Level staff member’s behavior, though, made me want to leave early. She checked whether I belonged there but didn’t check anyone else, and hovered over me as if I might steal the silverware. I understand that some people are uncomfortable around those with disabilities or mistrustful of service dogs. My professionally trained, impeccable service dog has even been used to demonstrate the difference between a service dog and a pet. The adult humans made more noise and mess than my dog, and several guests said they hadn’t even noticed a dog as I left. The employee seemed to object to my medical equipment. Hotel management handled it well and is working on ADA training for employees, but being treated like a second-class citizen because of my disability and medical equipment still made the stay a negative experience.

The hot chocolate bar by the entrance was my favorite thing, with what I’d call the best hot cocoa I’ve had. I loved the range of chocolate chip cookies, and the macarons were good too. The suite had a lovely balcony view over the pool, and the beds were very comfortable. The hotel itself is beautiful, but I felt underwhelmed and there weren’t any personal touches. We’d gone away for a night with my husband, hoping for an intimate, romantic dinner, but the restaurant didn’t impress us. Our server seemed uninterested, and I wondered if it was because we ordered little food and drink, since we’re not big eaters. The food wasn’t great either, except for the raw oysters, which were very good. It’s a lovely place, but probably a one-time stay for us.

For what we paid, the room was only okay, and the service was the biggest letdown. It wasn’t an awful stay, but it didn’t meet the standard I expect from the Ritz. I’ve visited several Ritz-Carlton properties, and this was the weakest experience. My partner and I had planned a Valentine’s getaway, and I wish we’d gone somewhere else. There were long lines at both valet and check-in because each had only a few people working. In the rain, none of the valet staff came around with umbrellas, no one opened a door, and I saw a couple with kids get no help either. Rooms weren’t ready for many guests, and ours wasn’t ready until after the 4 p.m. check-in time. The room was mediocre for the price. I don’t know whether Marriott or local management is responsible, but this wasn’t a good reflection of the Ritz brand. It felt closer to a Holiday Inn Express with fancier marble floors.