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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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