The Ritz-Carlton Naples, Tiburon

Just left Ritz today and went across to our favorite place in the S. Beach for the last 21 years:). The only reason for us to visit Gulf coast was our son interest in golf and Tiburon was excellent from this perspective (special mentioning to Tom O"Brian who spend two days with our family and did a great job managing our personalities on the course). The hotel on other hand was somehow disappointing. The best part was a "Lazy River" - great hit with kids and adults and 4th of July celebration - food and fireworks were amazing as well as kids entertainment. Unfortunately, the rest of experience was closer to the 4th star hotel at best. When reservation was made I requested a suite upgrade, but was denied the late night before arrival. This understandable due to the 4th of July check in. At this point I asked for a double bed room to accommodate comfortably our family of 3. Surprisingly I got a response that $50 per night would be charged to guarantee this request. I agreed, but being a Platinum Member was really surprised at this. Upon arrival I was told that $50 will be not charged, but we will get the "last room" available. Room we got is not even listed on the Ritz web site, as all rooms have no "roll in showers". Our room had it, as well as no bath tub, and lower placed everything where one cannot even hang things comfortably. We were too tired to address this and staying only for 5 nights decided we can survive. I would not move the next day, but no one even offered this after hotel became pretty empty. We also signed up for the Ritz Club for our stay, only to find out two days later that it will be closed due to the "low occupancy". Really? I think you would have a better occupancy with the better treatment of your guests. At the same time, attendees at the pool made sue to provide only "two sun beds per room" during all our stay due to the "high occupancy". Do you see an irony here? Service in the restaurants was not consistent (except Ritz Club) with some good and some not so. Room cleaning was Ok, but a towel placed on the sink the first day with our son spilling some mouthwash on, stayed with the same green spot for the whole 5 days. I am sure it would be replaced upon complaint, but do I really have to do this? Final note is for the concierge service. On July 5th I requested from (I think Susan, but not sure) an information regarding our options for South Beach transfer for July 9th. We have a lot of luggage and golf clubs, so some special arrangements had to be made. She invited some other gentlemen who took all the information and they promised to get back to me "shortly" with this. When no one did, I checked with the front desk the night of July 6th on this and was promised the follow up. Nothing happened... Finally, I saw the gentlemen I spoke the first day with on the night of July 7th. His response? "Sorry I forgot". In my mind, this should be concierge responsibility to ensure I am getting some response to my request, not me running after this. As we are still planning to come back for golf at Tiburon, I really hope that someone will read these comments and make Ritz to feel like Rits again. Read less

Just spent two nights here. We are Titanium Elite and had two rooms we booked with points: the first we upgraded with upgrade certificates to get a suite, and the second we booked for our son and his fiancee. The resort and rooms are nice but not outstanding. While pretty much every other Marriott brand (including St Regis) gives some type of free breakfast with our status, Ritz Carlton does not. We used points equivalent to a room charge of over $500 per night for each room and then on top of that they add a $30-$40 parking fee on top of the resort fee which really doesn't cover very much. Tiburon has no adult only pool and though the Ritz Carlton beach resort does have one, we weren't allowed to use it; we only had access to the family pools at both resorts. At the beach the resort fee included two beach chairs per room, but for the umbrella they wanted $30 even though they have a zillion of them there. Things like this are really annoying when you're already paying so much to be there. Housekeeping didn't get to our room until very late in the day when we had returned to the room to get ready for dinner. I also found dust embedded in the door to the toilet which has slats. Disappointing; we're not planning to return. Overall I have to say that the St Regis hotels are much nicer with infinitely better service than the Ritz Carltons we've stayed at. Read less

I have a business trip bringing me to this lovely hotel. The reception staff was great. I was tired after a long trip and they took care of me. As a Titanium member, I do appreciate being looked after. Gift in the room with a personal note makes a difference. The botanical martini at the bar is light and refreshing. the breakfast staff is also a delight. The crab eggs benedicts.. if you stay there are worth bypassing the buffet. Looking forward to the rest of the week. It is not as modern as her sister hotel by the beach, which I decided to try out, but it makes up for it in the peace and quiet of the green. Read less