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Is Ritz’s legendary customer service only legendary?

Ritz-Carlton is famous for their amazing customer service.  Pundits (including myself) write about their inspired policies, including that any employee has authority to fix any problem on the spot.

I stayed in their New Orleans hotel Nov. 8.  They forgot my breakfast order. That’s ok, mistakes happen.  Did they fix it?  Not really.

  • Strike 1: I asked them if they could fix it by rushing me something to eat. They said it would take 45 minutes, even for cold cereal. I had to make a speech to 700 people with no breakfast.
  • Strike 2: Later than day I talked to the manager, and he offered to make it right by giving me a gift certificate for breakfast for two. Never happened.
  • Strike 3: January 11 (2 months later) I posted a complaint on their web site.  No one has responded.

Maybe you should think twice before paying $2,000 to take their course on "Legendary Service at the Ritz-Carlton" — or at least bring your own breakfast.

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  1. noelle bates January 29, 2008 at 12:02 pm #

    i have had legendary service at the ritz in vegas, and mediocre service at the ritz at half moon bay (nothing as bad as yours…wow!). it seemed strange to me after my great experience in vegas why it wasn’t at all consistent with half moon bay. not a good brand story…

  2. Andy Sernovitz January 29, 2008 at 1:16 pm #

    I’m wondering if Ritz will call me … do they monitor blogs? I hope so.

  3. noelle bates January 29, 2008 at 4:25 pm #

    i can’t wait to find out.

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