The Ritz-Carlton, Charlotte

Love visiting the spa at the Ritz the employees are very nice. I really liked my massage though the room was pretty cold. And unfortunately I was dissatisfied with my facial. She was very nice but I felt as though my skin looked worse afterwards and it wasn’t anything special, I suggest asking if extractions are wanted beforehand.

The team at the Charlotte location went ABOVE and beyond for us. We missed our connecting flight to Jamaica and ended up stuck for a full day in Charlotte. Their team took amazing care of us and even gifted us some water bottles to take with us on our trip! They felt our stress and did everything to alleviate it. Truly a Ritz experience through and through

What you would expect from a Ritz - friendly staff, comfortable mattress, clean and spacious rooms. Unfortunately during our stay the spa and gym were under renovation. The Punch Room, which is their upstairs "speakeasy" was open and pleasant. However, the "snack" menu was grossly underwhelming and grossly overpriced. $30 for a charcuterie board that had less food than a lunchable and tasted just as bad. . All of that pales in comparison to what really makes this place unsuitable for ALL. As others have mentioned in these reviews we stayed on the 7th floor during a Friday night and the amount of street noise that permeated into our room made us feel that we were sleeping on a NASCAR racetrack. Multiple and constant instances of engine revving throughout the night that did not end until 3:30am kept us up the entire night. Imagine paying upwards of $600/night for the privilege of not being able to sleep. Avoid.

DO NOT STAY HERE. I am typically a huge fan of Ritz Carlton hotels and have stayed at them all over the world. Never once have I experienced the horrific level of service and lack of consideration that I got at the Ritz Calrton Charlotte. We pre paid and booked a room with 2 beds weeks in advanced, after a long day of travel we check in at 11pm and go to our room to find only a single bed. When we go down to tell them of the mistake they actually already knew we didn't get the room we reserved and could do nothing about it. They didn't offer us any discounts or any solutions at all, it was either sleep on the pull out couch or move to another hotel. They had zero sympathy for us and didn't even have the pull out couch made up. We even booked this through American Express Fine Hotels and Resorts and they couldn't do anything to help either. Morale of the story, not worth the price. Service is horrible and unreliable. Stay anywhere else in Charlotte.

My wife and I have a tradition of doing “dry January,” where we abstain from alcohol and generally make an extra effort to look after our health in the month following the merriment of the holidays. We typically break that fast with a long weekend “staycation” at a hotel somewhere near Charlotte. This year, we decided to splurge and stay at the Ritz-Carlton, taking in a day at the spa as well. The cost is exorbitant by comparison to other hotels, but we thought it would be worth it. Think again. The week leading in to the trip, we were contacted by someone on the hotel staff to reconfirm our 4pm check in. I shared that we would prefer that our double queen room - which we had already booked - be situated on a high floor away from Trade street. We had previously stayed at the Aloft Hotel at the Epicenter and knew the noise in that area is a problem. Even with most of restaurants at the Epicenter closed, it is/was incredibly loud. Imagine our surprise when we tried to check in at 4pm and were told our room was not ready. It appeared many families were also waiting for a room, and they were all double queen bed rooms. At 4:40pm, a chartered bus pulls up and the players from the visiting NBA team and staff come in to the hotel. It became clear that the hotel was holding the double queen rooms until they figured out how many the team would be using. A manager suggested we be “upgraded” to a king suite “with a pull-out couch.” And stupidly, we took it. We were tired and just wanted to get in a room ahead of our dinner reservations. Unfortunately this room was on the third floor facing Trade Street - exactly where we didn’t want to be - and appeared to be an old room badly in need of renovation. It smelled musty and the king bed was really lumpy. And don’t get me started on the pull out couch - laughably uncomfortable. I snore and spread out in the night, and the double queen has been how my wife and I have chosen to travel. Instead, we spent two restless nights waking each other up. We got very little sleep in this luxury hotel. There were other things: a housekeeper barged in to our room for turndown service after we had already gone to bed, freaking us out - they didn’t acknowledge it the next day. The front desk was understaffed the entire weekend. The entire hotel is in need of a renovation - it feels old and weathered. The spa itself was nice, and our experience there was better. We splurged on massages, and my wife ended up having a really bad one. But otherwise nice. I swear, we are pretty go-with-the-flow people. Maybe it was paying ~$900/night, I thought we’d have a much more elevated experience. Needless to say, we won’t be back. Ever.

Overall ok stay. Staff at front desk and valet friendly. Spa Staff not as friendly and seemed bothered to show me around the Spa. Bar food was good, but slow service. Loud outside our room

I recently visited the spa with some friends for a whole day getaway. I was scheduled for a facial and massage. The services were just ok. The staff were friendly enough, although you had to hunt them down when you had a question or needed something. However, the amenities and service in between was majorly lacking for me. This felt more like a Holiday Inn experience rather than what you would get at the Ritz. The hot tub was not in working order (not disclosed to us when appts were made), the shower with 16 shower heads that my friend was looking forward to, was clogged. She did not realize this until she was already in the shower and the water wouldn’t go down. She had to get out which flooded the bathroom and the attendants had to bring in a bunch of towels. My shower was also not in working order and had to switch to a different one where the knob was broken, but I was able to get it to work. We ordered food and drinks at the pool and it took almost an hr to get to us, drinks included. When it did finally get there, they brought us one out of 3 drinks. So it took even longer to get everything. One friend just cancelled her drink order all together and then they brought it out like 40 minutes later after she had already left for the day. I’m aware these are all first world problems, but when you pay $$$$ it would be nice to leave feeling good about it. I did not, and will not be back to this spa in the future.

I was in Charlotte on personal business and had a complimentary day pass for the Spa at the Ritz-Carlton. It was somewhat difficult to have my pass accepted, I had to speak to the Director of the Spa, Nadine Shelf, but eventually was able to gain entry (I was not staying at the hotel). I had high expectations for my visit: first of all, the Spa had very recently been closed for several months of renovations and, after all, it is a Ritz-Carlton. The Spa is an attractive facility based on first impressions. The 17th floor has a nice entrance. The pool on the top floor of the building is well laid out. There are lots of choices of things and activities to do in the Spa. However, there were a couple of things I would not have expected from a Ritz-Carlton. First of all, the jacuzzi on the top floor, next to the pool, was closed. Secondly, two of the exercise machines I wanted to use in the fitness center, pre-core ellipticals, the TVs attached to each of the machines were both not operational (no signs were posted announcing the problems). In the men's locker room I had trouble using the elaborate wrap-around shower (it has something like 10 shower heads pointed in all directions). This shower is, of course, controlled by a touch screen, but the software was not particularly user-friendly and when I looked for help from an attendant in the men's locker room there was no one to be found. So, I ended up using a regular shower, disappointing. I did not make use of the massage facilities or the relaxation lounge. They do have free valet parking for people who have a day pass to the Spa. The staff were friendly overall.

Poor customer service and immature poorly trained management. We stayed at an expensive suite almost $1700 a night, and they charged us for Shampoo products of 10 Oz loose bottles that my wife took took after she used. It was at $65 each. We thought it was a nice perk for the guest at a very expensive room. No signs or anything indicating you can’t take these products. When I called and spoke with the manager about the misunderstanding, she was not compassionate and made us feel real embarrassed. They made us ship it back for a refund instead of acknowledging the honest situation, and just let it go! I’m an Ambassador Elite which the highest anyone can be with Marriott and they treated us that low ! Imagine a normal guest. I would never stay there and not worth an overpriced very poor customer service hotel. If manager on duty treats you like this , imagine the staff.