ComplaintsforThe Ritz-Carlton, Dallas

• Initial Complaint

  04/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To Whom It May ********* am writing to lodge a formal complaint regarding an appalling incident that transpired at the *********************** Dallas Bar on 4/18/2024 around 8-9 pm. As a longstanding patron of the *********************** and a Dallas resident, I have always held the establishment in high esteem for its distinguished service and ambiance. However, the recent encounter at the bar has left me deeply dismayed and disgusted.During our visit, my companions and I were enjoying a delightful evening of dining and socializing in a booth near the bar. However, our enjoyment was abruptly interrupted by the reprehensible behavior of an individual who displayed a complete lack of decorum and respect.This individual, a short man dressed in sweats and a ball cap, intruded upon our space by sitting close to us in the booth area, mere inches from where we were eating and drinking. His disheveled appearance was matched only by his vulgar behavior. He brazenly placed his feet on the stool in front of us, despite our objections, and made derogatory comments aimed at the women in our group and baseless accusations directed at one of our male companions. When confronted, he arrogantly declared, "I can do whatever I want because I'm a VIP," exemplifying his utter disregard for common courtesy and respect.It is imperative to note that we were enjoying ourselves and wished to have no interaction with him whatsoever.The situation escalated when the individual hollered at the wait staff, requesting confirmation to put his feet up after we objected. Shockingly, they acquiesced, further emboldening his disrespectful conduct. This behavior was not only disrespectful but also reflected poorly on the professionalism of the wait staff.Moreover, the individual's behavior became increasingly immature and classless as he threatened to have us kicked out. His comical attempts at intimidation only served to highlight the absurdity of the situation. Eventually, we chose to leave, as our evening had been thoroughly ruined by his antics and the staff's complete lack of intervention.It was evident that the bartender/waitress who confirmed his behavior seemed to have a personal relationship with the disruptive individual and the bar manager, ***********************. Their camaraderie and biased reaction to not even care to listen to our story suggest a concerning lack of impartiality and professionalism.The actions of the disruptive individual, the lack of intervention from the wait staff, and ****************** biased reaction have tarnished the reputation of the *********************** brand. As a loyal patron, I expect better from an establishment of such high caliber.I urge the management to conduct a thorough investigation into this matter and take appropriate disciplinary action against the staff involved, including **************. Measures should be implemented to prevent similar incidents in the future and ensure that all patrons are treated with the respect they deserve.Thank you for your attention to this matter. I trust that swift action will be taken to address these issues and uphold the standards of excellence expected from the ***********************.

  Business response

  05/21/2024

  Good morning ********************,

  First and foremost, I would like to thank you for sharing your experience with us, it is through guest feedback that we can improve our service. During your recent visit at the Rattlesnake bar you brought to my attention that your experience was ruined by an individual that was seated next to your table and that the situation wasn't handled professionally as you would expect from a luxury Hotel. ********************, I would like to inform you that I have personally addressed the issue with the team, in particular with the server that was assisting your table and with the bar manager ****** which he informed me about the incident right away. 

  ********************, I have tried to call you and left an email on your inbox to meet in person or to chat over the phone. I would like to invite you back at the bar to have you and your guest enjoy a true **************** experience. We strive to provide a first-class service and again, I am sorry we didn't deliver this time to you

  Kind regards 

  ***********;

• Initial Complaint

  12/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On July 16, 2022, I opened a tab at the lounge/restaurant of the Ritz-Carlton, and my table consumed three drinks. When I asked for my bill, the waiter told me it had been taken care of by someone from another table who we had just met. However, when I reviewed my credit card statement later that month, I came to find out I was charged $186.96. I contacted the Ritz, and the itemized invoice they provided included a steak (I didn't consume) and a $30 tip. The tab was closed at 2:16 am according to their invoice, but I left the restaurant around 10:30 pm. The Ritz has failed to provide a receipt where I signed for those charges and authorized that tip confirming the charges are not legitimate. This information can be verified because the security cameras would show I never had that steak or was given a bill to sign when I asked for it. My credit card is asking for a receipt from the person who paid, but I never exchanged contact information with them, so it is impossible for me to get that. The Ritz stopped replying to my emails and refused to investigate further.

  Business response

  03/21/2023

  Business Response /* (1000, 5, 2023/01/05) */ Contact Name and Title: ****** ***** Dir F&B Contact Phone: XXX-XXX-XXXX Contact Email: ***********@ritzcarlton.com Management on property has reviewed the check in question and a full refund of all charges, taxes and gratuities, with apologies for all delays in rectifying the guest's complaint, has been completed. Consumer Response /* (2000, 7, 2023/01/06) */ (The consumer indicated he/she ACCEPTED the response from the business.)

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