The Ritz Carlton Boston

Take a look at the elevators at the Ritz-Carlton Boston. I can’t even imagine what would’ve happened if I had entered with a stroller and my small child. Or how I would’ve managed to get out of that broken elevator in an emergency. Completely unacceptable for a hotel of this level. I got stuck in a broken elevator at The Ritz-Carlton Boston — and no one even noticed. After finally getting out, I called the concierge myself and asked if they were aware that a guest had just been stuck in the elevator. They said, “No, we didn’t know.” No one checked the cameras. No one responded. Even worse — a housekeeping staff member was right there near the elevator. I told her the elevator was broken and that I was stuck inside. She didn’t even come closer or ask if I was okay. Just walked away.

If you’re expecting the signature Ritz Carlton entrance, attentive customer service, and a room that leaves you in awe, you will find yourself disappointed. We arrived at the Ritz Carlton in Boston in October 2024 for a late birthday celebration for my mom, who was staying at a Ritz Carlton for the first time. I had hoped that the reviews I read two years earlier, which mentioned various issues with the property, were outdated and that improvements had been made. Unfortunately, it seems those concerns are still very much a reality. While the room was spacious, the layout felt impractical. The towel hook in the bathroom is positioned outside the shower, which means that after drying your hands, it’s easy for the towel to fall off. To make matters worse, the other towel racks are located on the far side of the bathroom, away from the shower. The marble sink was cracked, and the toilet seat was also damaged. Additionally, the bathroom features a handheld bidet spray, which is difficult to use—certainly not the proper solution for a luxury hotel. I'll provide pictures to follow. For over $800 per night, these amenities should have been updated to reflect the Ritz Carlton brand. The room also had limited outlets for charging devices, which is surprising for a luxury property. You’d expect to find outlets near the bedside, but there were only two USB-B ports and two at the table, which are outdated considering most electronics now use USB-C. The refrigerator was partially locked, with one side completely inaccessible. It was frustrating since there were no snacks or refreshers stocked, and the locked section served no purpose. It made it difficult to store leftovers or refrigerated items we’d brought with us. When I called the front desk, they couldn’t explain why it was locked, only offering to send a technician to unlock it. We decided to skip the interruption and just made do. In the morning, we requested two bowls and spoons to make our own granola and fruit, only to be charged for the request. For the price we were paying, it's hard to understand why the hotel couldn’t provide this without charging extra. A few dollars for the hotel wouldn’t have been much, but it would have gone a long way in providing outstanding service. I’ve stayed at multiple Ritz Carltons and St. Regis hotels, and this one has been by far the most underwhelming. The only positives of staying at this property were the attentive and genuinely helpful room service staff, as well as its prime location in the heart of Boston, within walking distance to Copley Square, the Boston Gardens, Boston Common, and more.

I recently stayed one night at the Ritz-Carlton in Boston, and it was by far the worst experience I've had at any Ritz-Carlton. The staff were unprofessional, and the overall service fell well below expectations. Check-out Experience: This was one of the most disappointing aspects of my stay. After checking out, I asked another front desk staff member if I could store my bags for a few hours, as the person who assisted me was helping another guest. Despite being within earshot of my check-out, this staff member questioned whether I was even a guest at the hotel, asking, "Are you a guest here?" For someone with Ambassador status, this felt offensive, discriminatory, and incredibly unwelcoming. Welcome/Arrival Experience: As an Ambassador member, I typically receive a small gesture upon arrival, such as a welcome note or a small gift like chocolate or fruit. This property, however, hadn’t even assigned my room in advance, and nothing was prepared for my arrival. When I inquired about these, the staff scrambled to put something together, but it felt insincere since I had to request it. Additionally, the check-in staff member was cold and unapproachable, creating a tense atmosphere where I felt I couldn’t ask any questions without walking on eggshells. No Upgrade: Despite being Ambassador, no upgrade even to a better view room was even mentioned nor provided. Room Quality: The room itself was average, but the bathroom clearly hadn’t been updated since the hotel was built. There were visible watermarks on the wooden bathroom countertop, and the water pressure in the shower was low. This property also lacks rain shower heads. The bedroom carpet looked worn and outdated. While this might be acceptable for a standard Marriott, it is completely unacceptable for a hotel charging over $900 per night. American Express Fine Hotels & Resorts Benefits: The hotel staff appeared unfamiliar with their obligations under the American Express Fine Hotels and Resorts program. I went to the Artisan Bistro around 11:15 a.m. on Saturday to use my $80 breakfast credit, which the hotel’s letter said was available until 11:30 a.m. However, the Bistro staff said breakfast ended at 11 a.m. When I raised this with the front desk, they initially insisted the cut-off was 11 a.m., but after I showed them the note with the 11:30 a.m. time, they suddenly agreed with me. This lack of awareness of their own policies was both frustrating and unprofessional. In addition, I had to specifically ask for late check out, as this was not standard despite the fact FHR guarantees 4 pm check out, and Ambassador does as well (since this is not a resort). In short, I would not recommend staying here. The staff are rude, and the accommodations do not live up to the high price point.