Ritz Carlton - a wonderful experience with a couple of complaints

When we travel we frequently book through AmEx Platinum Travel because they offer a good deal on specifice hotels - free breakfast, room upgrade and a $100 credit for food and beverages. There is a reasonable list of hotels, generally including Ritz Carlton and Four Seasons. This trip we have stayed at our first Asian Ritz hotels in Hong Kong and Singapore.

Overall, we are both completely enchanted by the service. It has all the same features as in all better hotels these days, but with a added degree of sincerity. Every single employee, from maid and porter to guest services has been outstanding! Two examples;

• When you arrive at the airport in Hong Kong (arriving or departing) there is a representative from the hotel to meet your flight and help you with your bags and a car.
• When you check in a hostess escorts you to your room - not only to show you the amenities (which are exceptional) but to interview you about your visit and your needs; including how to pronounce your name, the reason for your visit, recommendations about places to go, what newspapers you read, any special pillows, etc. She spent about 15 minutes with us and now greets us by name whenever she sees us in the hotel.


• Yesterday, when we arrived, we went in for afternoon tea. The staff was so gracious and interested that learned all about us we heard all about them - and how much they love
  Singapore and the Ritz. We (both of us!) were charmed! We now know a lot about Singapore and its diverse propulation and the Ritz training program. Later, when we returned from an outing, we were greeted by name and offered refreshments. It's like we're home in our own building, except the staff is much younger and prettier.

An illustration of the attention to detail. Chris was feeling a little sick last night (hopefully jet-lag) and I called to cancel a tour for later today. Within 30 minutes I got a visit from guest services with a tray of chamomille tea and fruit and a note saying they hoped she felt better and offering assistance, if needed.

As so, I am sure you are asking, what's to hate? Well two things. One very concrete, the other less so. On the more philosophical side, these hotels (e.g. Ritz, Four Seasons) do such a good job in offering excellent accomodations and service that it's too easy to stay there and we wonder what special local places we are missing? Are we being seduced by "routine" excellence and missing out on unique experiences. As an example, in Florida we stay at the Breakers over the Four Season and Ritz because we liked the ambiance, and location, better. Bu there we had the time and the desire to visit each hotel before making a decision.

A second, much more specific issue is the habit of charging exorbitant amounts for misc items. I know this is becoming endemic, but it infuriates me. My three pet peeves -

• Internet access $25/day.


• Laundry - $12 a shirt; $10 for underwear.


• Room bar - $5 for a small water; $12 for jelly beans.

These items are commodities. There is no value-added by the hotel! There are other items at individual hotels that are excessive; valet parking and telephone service are frequent examples. I don't mind paying a premium price for a premium product. I do mind be "nickel and dimed" on these routine items. We got out of our way to not use these services. Chris washes our underwear in the sink. I am using a pirated Wi-Fi connection. We never send in shirts or pants to be cleaned (this trip, when we are gone for three weeks, we'll have to but I'm betting the boat will be cheaper). I do make a point of complaining at every hotel and occasionally get a refund.