The Ritz-Carlton, Beijing — Hotel in Beijing

We stayed at the Ritz Carlton beijing on New Year’s Eve. Being a long time Marriot Bonvoy Elite member I expected to be accorded with the service level expected at all other 5 star hotels around the world. I was horrified at the poor service at the front desk. They had a “couldn’t care less” attitude both at check in and at check out. Did not bother to crack a smile and appeared as if they couldn’t wait to get rid of me. Room was so so.. tho the bed was comfortable as what you would expect from the Ritz standard. Room was somewhat clean. Nothing to really rave / fault. We booked the Club level room which included breakfast (appalling), lunch, tea and dinner. New Year’s Eve dinner buffet was served at the main dining room. Every dish was mediocre, quality was poor and taste was nothing to rave about. If you are just needing to fill your tummy then I would probably recommend the cocktail prawns cos everything else was really bad! Ice cream was self serve and rather unhygienic given guests were just using their own spoons to scoop the ice cream and no one stopped them. (Esp during covid). I inquired with the chef what type of cake he was serving and he was none the wiser. He just said “it’s cake”... this blasé attitude seems to run through the whole hotel. Lunch and breakfast are just as bad. Hot Tea was served cold, selection was very limited and i literally spat out my bacon at breakfast cos it was hard and inedible! Really amazed how the F&B team can get away with serving such mediocre bad tasting food at a Ritz Carlton! If I had to pay for a buffet meal I would demand my money back. ||I went for a swim at the indoor pool and got shouted at by the lifeguard for not wearing a swim cap. He could have told me nicely rather than shouting at me across the pool making me feel like a criminal. ||The only saving grace for this hotel is the amazing excellent service of Katherine at the Club Lounge. She was so patient with my questions, always smiling and making me feel at home. She prepared me a wonderful afternoon tea set with hot tea and invited me for drinks after dinner at the lounge. She alone made my stay tolerable and memorable. Thank you Katherine for being such a pleasure...

I had an extremely bad stay. I have just finished talking to Amex. I saw that I had been charged a second time by the hotel.||This is the second time I had to contact Amex. the first one was because I was clearly told that the $100 credit I was given was for food.||However, they failed to mention that it doesn't apply for room service.||I did also eat in Aroma. I booked it days in advance. The day before I went to the counter to let them know I was vegetarian. They told me not to have the buffet, and that the next day the chef would prepare something special for me. I was excited.||I was eventually given spinach, boiled rice, tofu, and potato shreds. This extremely cheap, run of the mill food was about the same price as an all you can eat buffet of steak and seafood in the same restaurant. ||I then went back to my room to see that the cleaners had thrown away my contact lense case! I had to go to the desk to complain at 9:30pm. Her suggestion? That I go out and buy a replacement! Unbelievable.||I told her that I already had one, but their staff had thrown it away.||They did solve this very quickly, which was great. Half an hour later someone came to my room with a replacement. That was great, solving a problem with great service... they could have not done the problem in the first place.||The room was gorgeous, and the room service is good.||However, they do NOT care for vegetarians, and while the staff were all kind and tried their best, they didn't seem trained well. I was there when it was full, so I appreciated they were all working at maximum capacity.||The "highlights":||-They threw away my contact lense case, then told me I'd have to buy another one at 9:30pm||-Gave me a tremendously overpriced, sensationally underwhelming meal||-Charged me for the other meal after telling me it was included||-Accidentally double charged me for my room||They achieved this in only 2 nights.||Credit where credit is due, their breakfast...

Anyone who likes classic style would definitely enjoy staying at Ritz Carlton Beijing. It is a beautiful hotel and not very big size, therefore quieter and more comfortable. The customer service starting from the doorman to the manager are exceptional. My husband and I stayed for four nights at Ritz Carlton and felt so much love and care from the staffs there.||My heartfelt thanks to Will Hu at Club Lounge who helped me to sort out the express delivery of my husband’s two pair of scissors which were left behind at Shanghai Railway Station. Without Will’s voluntary help, I wouldn’t know how to pay the courier YT and to translate Ritz Carlton Beijing address into Chinese correctly. Will is very genuine, enthusiastic and always ready to go above and beyond to provide the best service to his customers and so is Steven Wang who is the Club Lounge manager. A big thank to Steven for getting the Ritz Carlton Beijing couple lions for me and his quick response in sorting out a bill issue for me. I am so pleased to own the two Ritz lions which were originally displayed in the hotel lobby with Stephen’s help to buy them. Stephen is very proficient, professional and helpful. I would also like to compliment on Sky Wang who works at the concierge for his excellent service and proficiency too. He always provides detail information on my queries and is ready to assist. Besides Will, Stephen and Sky, my compliments also go to Coco, Faye and Jason who all work hard to provide a good service.||Furthermore, one day while I was having afternoon tea in the Club Lounge, I met Mr. Alfonso Orona who is the General Manager. We had a brief chat and it was impressive that Mr. Orona was very sincere, friendly and chatty. ||Thanks to all the staffs who go above and beyond to let me experience such a personalised service. Highly appreciated. A sweet memorable...