The Ritz-Carlton, Naples

Marsha made our brunch at Nolita this Sunday the best experience we’ve had yet at any of your properties. We’ve lived in Naples, Florida for 24 years, and the food and atmosphere were as perfect as ever, but it was her service that made me want to write to Andrew Rogers, who I believe is the general manager. At the Ritz, we usually feel like we’re visiting the nicest mansion, with wonderful food and amenities. Marsha’s kind heart, enthusiasm, and charisma made it feel like home. I wouldn’t want to take her off the floor and short the F&B team, but I’d bet she’d shine just as brightly in the highest roles in the company, which would be a blessing for the business. People can celebrate special days anywhere. Food and atmosphere only go so far. Staff like Marsha are what make a visit memorable. Mrs. Marsha, keep shining His light. We appreciate your joy more than you know. God bless you!

The service is always spectacular, and I love every visit to The Ritz in Naples. It works so well for couples and families alike, with an adult-only pool as well as a family pool, so you can enjoy your time whether you have children with you or not.

Mornings were the highlight for us: coffee early, quiet walks around the property, then time by the water. We loved the beach and even swam with dolphins all around us. Seeing them swim past again was a fun surprise. Breakfast by the pool was simple and enjoyable, and dinner at Gumbo Limbo was a lovely way to finish. From arrival on, things felt easy, the service genuine, and the resort calm and beautiful. We were already talking about coming back. A special place, absolutely worth the trip.

We booked a Two-Bedroom Ocean Club Suite with Club Lounge access weeks ahead for my daughter’s birthday. Our email confirmation clearly showed club access, and I called the hotel that morning to make sure it covered all three of us. Staff confirmed they could see the booking and that access was included for everyone, so we arrived expecting no problems. At check-in, Corey Breitwieser said we had no club access. When we calmly showed the confirmation and explained we’d just verified it by phone, he became hostile and combative. My daughter, who was speaking normally and trying to show the documentation, was yelled at. He told her he “won’t bother speaking to her if she can’t have a cordial conversation.” She was being perfectly cordial. She’s a young adult trying to celebrate her birthday, not an unruly guest. His condescension, dismissal, and refusal to look at the evidence were stunning at a hotel that calls itself five-star luxury. We were essentially forced to leave. The planning, drive, and money were wasted, and my daughter’s birthday was ruined because an employee couldn’t admit there had been a mistake or honor what had been documented and confirmed. This is no way to treat guests, especially a family celebrating a child’s birthday. The Ritz-Carlton promises exceptional service and attention to detail, but we experienced incompetence, rudeness, and a shocking lack of basic decency. I’ve stayed at luxury hotels all over the country and have never been treated so poorly. It was horrific, and we’ll never return. I’ll make sure people I know hear about how we were treated. Completely unbecoming of any hotel, let alone one claiming to be among the finest in the world.