This is Waikiki’s newest residential resort featuring luxurious ocean view studio, one, and two bedroom suites. The resort combines legendary service, global culinary experiences and distinctive amenities with residences. Residences include floor-to-ceiling windows, furnished kitchenettes/kitchens with premium brand appliances, washer and dryer and washlets. Located at the gateway to Waikiki next to Luxury Row with retailers such as Tiffany & Co, Channel and Gucci and featuring Hawaii’s first Dean & DeLuca and Sushi Sho. The beach, shopping, and dining are all just minutes away.
Stayed here in mid-June for 5 days. Selected a corner-unit deluxe ocean suite to appreciate the sights and scenery. The property is well appointed and conveniently located.
Although the entire property is non-smoking we unfortunately had a neighbor (not sure if they were adjacent or below) that heavy chain smoked on their lanai (balcony). This meant that we had to keep our balcony window closed at all times- no breakfasts on the patio, no watching the sunsets etc. the few times I attempted to sit out there I ended up smelling so bad that I required a shower and change of clothes.
I politely informed a staff member at the front deck, who was incredibly polite but off the mark in their suggested solutions. He indicated that he could “inspect our unit.” The issue wasn’t within our unit- it was that a neighbor was not adhering to the non smoking policy. He then suggested providing some air fresheners for our unit…again, thanks, but I want to open the lanai and sit outside. There wasn’t an issue when everything was closed up. He assured me he would let security know and would follow up with me. I never received any follow up and the behavior continued.
I went down to the lobby again the day before checking out and the lady at the front desk clearly was unaware of the issue. She kept looking at her screen and it was clear that nothing had been noted. I told her not to bother at that point since we were checking out in the morning. To date- no one from the Ritz has reached out to apologize or even acknowledge the experience.
I realize this was a unique issue based on the bad behavior of a guest vs the property itself. But my rating is reflective of a premium property not training their staff adequately on how to deal with a guest issue and how to communicate effectively on a solution. I expect more from the Ritz.
Best of many Marriott resort stays
May 25, 2021
I’m writing this review as I sit by the adult infinity pool on my last day here. I hate to leave! I am a lifetime Titanium member and have stayed at just about every resort Marriott offers. The Ritz Carlton Residence is by far the best experience we have ever had. From the greeting by name in the driveway as I arrived by taxi to the housekeeping, everything and everyone has exceeded my expectations. The service, the clean well stocked rooms, the size of the room and balcony were highlights. A few standouts were Mika at the front desk, Robyn at the pool and Jamie through emails at the concierges.
I hope to return soon.