Ritz-Carlton Customer Service Issues

Dear Sirs, I have a future birthday celebration planned at the Ritz Carlton Pentagon City. I intended to utilize one of my yearly Ritz Carlton Credit Card Club Level Upgrade Certificates, a special perk for booking with the Ritz Visa. In the past, when using this benefit, the phone number provided by my Credit Card led me to a Ritz Carlton Credit Card concierge. Recently, calls are directed to regular Marriott reservations using the same number. Despite making four attempts over two days to secure my Club Upgrade for my stay, each time I was informed that the code provided to attach the certificate was not functioning. One agent even switched my reservation to a higher-priced corner room without Club lounge access. I have previously used Club Upgrade Certificates three times at the Pentagon City Ritz, and Club access has always been available. Feeling frustrated, I have reached out to Ritz Carlton Customer Service and the General Manager of the Ritz Carlton Pentagon City to address this issue. ES

During my stay at the Ritz Carlton Denver, Colorado from August 17th to the 19th, I prepaid through hotels.com. However, I was disappointed with the cleanliness of the gold carpet and the black grout in the bathroom. On the second day, there was no hot water, forcing my husband to explore the city without showering. Fortunately, I had wet wipes to clean my hands after using the room's facilities. Upon returning in the afternoon, the water was working. Upon check-out, I received a bill for a room I had already paid for. After contacting them, they assured me the charges would be reversed, but I anticipate it will take some time to reflect on my credit card. I had higher expectations for the Ritz Carlton and am dissatisfied with the service received. Despite being loyal to the brand, this experience has made me reconsider staying with them in the future. - Sue and Ronald Landis

My spouse and I celebrated our anniversary at Degrees Restaurant in Georgetown on September 18, [redacted]. We meant to go to Fahrenheit Restaurant, but were surprised and disappointed to find it had closed. We paid with a Ritz Carlton Gift Card and may have left it behind. There was a remaining balance on the card, and we'd appreciate help in tracking it. We plan to dine tonight at Sante in the Ritz Carlton at Pentagon City. Our names are Ian and Regina Newport. Thank you for your assistance.

Dear Sir/Madam, I, Mr. Stephen Abberley, along with my wife, Kim Abberley, will be traveling to Abu Dhabi on the 11th of October [redacted] to stay at the Ritz Carlton Abu Dhabi for 5 nights. Although my booking is on the 10th, our arrival will be on the 11th, and we are eager to proceed directly to our room. We are reaching out to you to commemorate our 30th pearl wedding anniversary and Kim's 65th birthday, which falls on our arrival date. I was hoping to add a touch of magic to my wife's birthday celebration during our stay with you. If there is any way you can make her day extra special, whether it's through room decorations or any other thoughtful gesture, we would greatly appreciate it. We are excited to experience your renowned hospitality at the hotel. Kind regards, Stephen Abberley