The Ritz-Carlton New York, NoMad — Hotel in New York

My partner and I chose The Ritz-Carlton NoMad to celebrate our 3rd wedding anniversary, expecting an experience defined by the exceptional hospitality and thoughtful service for which the Ritz-Carlton brand is known worldwide. As a Marriott Bonvoy Ambassador Elite member, I have come to expect—and routinely receive—service that is both attentive and personalized. Unfortunately, that standard was not met here.||||While the hotel itself is physically beautiful—sleek, modern, and impeccably clean—we left genuinely disappointed at the inconsistent, uncoordinated, and at times dismissive service we encountered throughout our stay.||||The Positives||||• The design and décor are stunning. Every space feels chic and contemporary.||• The lobby bar has a fantastic, vibrant ambiance.||• Cocktails were a true highlight—especially the lychee martini, easily among the best we’ve ever had.||• The bartenders and servers at the bar were warm, professional, and attentive, offering a level of service that actually matched the Ritz-Carlton brand.||||These positives, however, were consistently overshadowed by the service failures we experienced everywhere else in the hotel.||||The Disappointments||||• Front desk experience: Our check-in felt awkward and cold—utterly lacking the gracious welcome that I’ve consistently received at other Ritz-Carlton properties around the world. Despite noting in advance that this was our wedding anniversary, there was no recognition or personal touch that acknowledged the occasion.||||• Temperature issues: The entire property was uncomfortably warm. The AC in our suite was ineffective, and public areas were similarly hot and stuffy. Sleep was difficult. A fan was promised and never delivered. A follow-up the next day was met with a flat, unhelpful “no.” For a luxury hotel, this level of dismissiveness is unacceptable.||||• Amenity mismanagement: As an Ambassador Elite member, I’m used to having pre-arrival preferences and special requests handled with care. I specifically coordinated in advance to have strawberries sent to our room for our anniversary. Despite at least five calls and messages following up, this request was ignored all day. When something finally did arrive, it was not what I asked for, with no explanation or apology—just “whatever they had” on hand. It felt like they forgot or didn’t care to follow through.||||• Housekeeping response times: Even simple requests like additional towels or an iron/steamer (which, surprisingly, are not provided in-room at this property) took far too long to fulfill. This introduced frustrating delays into what should have been a relaxed, celebratory stay.||||• AC and amenity complaints echoed by other guests: While sitting in the bar and lobby, I overheard multiple other guests complaining about the heat throughout the hotel. One guest at the bar also mentioned getting the wrong amenity delivered. This suggests our issues were not isolated, but indicative of broader service gaps.||||Overall Impression||||We were grateful for the room upgrade and genuinely impressed with the modern décor and bar service. But those bright spots couldn’t redeem what was overall a deeply disappointing stay.||||As an Ambassador Elite member, I’ve come to expect a consistent standard of service across Ritz-Carlton properties globally—one that is polished, responsive, and genuinely caring. Instead, what we experienced felt much closer to the level of service you’d expect at a mid-tier brand, not Marriott’s flagship luxury offering.||||The attitude throughout was nonchalant and dismissive, leaving us feeling like we were inconveniencing staff simply by asking for the service and amenities we were promised.||||Bottom line: This was meant to be a special anniversary memory, but instead it left us certain we won’t be returning. I sincerely hope management will take this seriously—not only for us, but because it was clear other guests were voicing similar complaints in real time. A beautiful hotel alone is not enough if the service consistently fails to deliver the experience the Ritz-Carlton name—and loyal...

Ritz-Carlton NoMad – Carefully Curated Design, Inconsistent Execution||We’ve stayed in several Ritz-Carlton properties around the world — from Kyoto to Istanbul — and recently spent a few nights at The Ritz-Carlton NoMad in New York. This property undoubtedly has potential, and the visual language of the hotel — minimalist, clean, and modern — is appealing to the contemporary traveler. But at this level of price and prestige, the execution must match the design, and that’s where things became uneven.||✦ Arrival & First Impressions – Calm but Detached|Arrival was smooth but lacked warmth. The lobby is beautifully understated, and the staff were polished, but not particularly proactive. We were not offered assistance with luggage — surprising for a hotel of this tier. The Amex Fine Hotels & Resorts booking was not acknowledged until we asked, and the usual welcome letter was missing entirely. We had to chase down the benefits ourselves, which felt uncomfortable.||✦ Room – Stylish, but Lacking Functionality|The room (suite) was elegant, well-lit, and impressively soundproofed from interior noise. The bed was excellent — but pillows were too soft and thin, requiring stacking that made restful sleep difficult. There was also no dedicated luggage space, so if you arrive with more than one suitcase, you’ll quickly run out of floor.||For a newly built property, the bathroom water temperature was inconsistent — in our case, tepid at best — and maintenance offered to move us for the second night of a short stay, which wasn’t practical.||Wi-Fi speeds were unexpectedly slow, even with Bonvoy Gold upgrades — a detail that should not be overlooked at this level.||✦ Elevators – A Serious Issue|The rooftop bar is clearly a major draw for non-guests, but this creates a major problem: the elevators are shared with outside visitors, and at peak hours (evenings), you can find 20+ people in line. There is no prioritization for hotel guests, and several times we had to wait uncomfortably long or share cramped elevators filled with rooftop-goers. This isn’t a minor inconvenience — it’s a serious flaw in guest experience design.||✦ Food & Beverage – Mixed Results|We had breakfast at Zaytinya, which is vibrant and well-executed — the Turkish eggs and fresh juices were standouts. But it’s not clearly explained that in-room breakfast is excluded from FHR credit, which caused confusion at checkout.||Room service was slow and inconsistent — one evening, we waited over 60 minutes for a simple fruit plate, which was eventually delivered to the wrong room. When it finally arrived, both a manager and the server showed up — but by then, the timing had already disrupted our evening.||The rooftop bar Nubeluz has a beautiful design and excellent views, but the energy felt curated more for social media than hospitality. Service there was mixed: charming on one visit, inattentive the next.||✦ Staff – Polite, but Lacking the Signature Ritz Touch|There were a few standout employees — especially concierge and doormen who were helpful and professional — but generally, the service lacked the intuitive kindness and warmth that define the best Ritz-Carltons. Even simple requests (a late checkout, a quiet table, amenities) were either forgotten or required following up.||In some cases, feedback was not followed up at all, and in others, the tone of communication lacked the grace we expect from this brand.||✦ Final Thoughts – Luxury in Design, But Not Yet in Delivery|The Ritz-Carlton NoMad feels more like an Edition or W Hotel wrapped in a Ritz label — beautiful, theatrical, but still finding its soul. With high expectations come high standards, and while the product is visually compelling, the service model needs urgent refinement to match the brand’s heritage.||Would we return? Possibly — but only if we see signs that the feedback of discerning guests is being...

This was the worst Ritz Carlton I have ever stayed at. I spend 50+ nights a year in 5 star hotels and I have never been treated like this.

Marriott needs to either get these managers out immediately or change the name to a lower tier brand.

The good:

It's a newer hotel so everything was clean and less worn than other Ritz properties.

Housekeeping was extremely friendly (besides the manager) and Wendy in the club lounge was incredible... the rest of the staff should learn from her.

The Bad:

I was screamed at by the doorman in the most hostile way possible because I went to grab a complementary umbrella... "Don't you dare touch that umbrella until I get you name and room number!" The other guests who saw that were just as shocked as I was. He was being rude to other guests too.

I asked for tape 4 times before someone actually brought it to the room - the last time (after being told someone will bring some) the person on the phone said "we will bring it if we have it"

Really? is this even a Ritz Carlton?

Then when I asked for scissors after I finally got the tape - the person on the phone told me I could come down and ask the front desk if I wanted it.

I finally snapped and contacted management and the manager was completely apathetic.

I used points for a majority of the stay but the nightly rate was 1600+ during my stay - I have never paid so much and go such terrible service.

As I am writing this I am realizing that there were too many times to list that someone from the staff had a "I don't care" attitude about basic requests so I will just focus on the big things.

My girlfriends silk pajamas were lost by a housekeeper in the bedsheets - the housekeeping manager took way too long to reply - the housekeeper herself actually came to my room to apologize so I really don't fault her for the mistake.

The offered to dry clean them and they were returned smelling like cigarettes - I didn't even bother saying anything because of how little everyone seemed to care.

On the final day I asked for a later checkout and I was passed over to a manager who was probably one of the rudest people I have ever dealt with in the service industry - it made me realize that the main issue here was the poor management.

I must also add that I am not the kind of person to be rude or nasty back when dealing with these things - I was kind a professional. I hate complaining and making others feel more stress in their jobs.

But for the sake of anyone else thinking of staying here I had to speak up.

I went downstairs to change keys for my later checkout and the girl at the front desk seemed like she was on the verge of a breakdown, apparently the request was in the system but she needed to verify with another manager. The manager on the floor was busy so she called another manager.

I don't know what she said to her but it was obvious she was being talked down to, she was literally begging for them to hear the request as it seemed like they had something better to do.

If I was Marriott I would investigate the management team... Stay a few nights yourself and purge all managers that think this is the way to treat employees and customers in ANY hotel let alone a "5 star" property.

UPDATE: Management's only response was asking for an email and phone number on a public review page... They know very well I cannot reply to this. What a disgraceful way to respond. Marriott needs to investigate this fully. After reading through the other reviews it seems they were even more horrible to...