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.