The Ritz-Carlton, Philadelphia

For our anniversary, they gave us a complimentary bottle of champagne, a really nice touch. The door staff, concierge, and front desk were outstanding. The location is first rate, with most places an easy ten-minute walk away. I really recommend it.

We had a fantastic time at the Ritz in Philadelphia for Valentine's weekend, celebrating my husband's 60th birthday. The food was fantastic, and we had massages that were simply outstanding, the best we've ever had. They did a wonderful job setting up the room with cake and wine, which made the birthday memorable and fun. We'd definitely return. The club level is worth it, with food and beverages available all day. Thank you for making the occasion so enjoyable.

A few people really stood out. Sebastian from Bell Services had a warm personality and such a positive spirit; he made a real impression and showed what luxury hospitality can feel like. At the front desk, Mike went above and beyond to fix the problems caused by valet, including removing the incorrect window collection sticker we’d been given. Our dinner also got back on track thanks to Jerome, the restaurant manager. We’d waited more than 20 minutes just to order drinks, but once he stepped in, the service was prompt and professional for the rest of the evening. Unfortunately, those three were the exceptions. The rest of the staff didn’t create the welcoming atmosphere we expected, and the stay as a whole fell short of the standard we associate with the Ritz-Carlton. Our recent visit to The Ritz-Carlton Philadelphia was very underwhelming.

Valet, bell staff, and housekeeping were excellent throughout our stay, professional and consistent with what you’d expect from a Ritz-Carlton. They were the best part of our New Year’s visit. We came to the Ritz-Carlton in Center City a couple of days before New Year’s Eve, hoping for a quiet holiday with good food and a relaxed countdown. The year before, we’d done just that at another Ritz-Carlton in a different city, enjoying champagne and drinks in the bar lounge. This Philadelphia property was a very different experience. On our first night, we waited in the bar lounge for service and felt deliberately ignored for almost 30 minutes, until service hours had passed. Even though we’d checked in two nights before New Year’s Eve, we never got a seat or even a drink there. On New Year’s Eve, a private wedding took over the main public areas. We weren’t told beforehand that a private event would dominate one of the busiest nights of the year. If we’d known, we wouldn’t have booked. Non-wedding guests seemed like an inconvenience, and when we tried to join the countdown in the open area, we were left standing off to the side and made to feel unwelcome. It was awkward and nothing like the refined, inclusive atmosphere we expected. I’m usually skeptical of very negative reviews, since people are more likely to post when something goes wrong. After this, though, I understand why reviewers say it doesn’t feel like a real Ritz-Carlton. We even started jokingly calling it a “Fakitz,” because the experience didn’t match the brand promise. For the prices charged, it was one of my most disappointing hotel stays. If you’re expecting a classic Ritz-Carlton experience for a special occasion like New Year’s, I strongly recommend looking elsewhere.